Quality Management: Introduction to Total Quality Management for Production, Processing, and Services

by Goetsch, David L.; David, Stanley B.; Davis, Stanley B.

• ISBN13: 9780130116383
• ISBN10: 0130116386
• Edition: 3rd
• Format: Hardcover
• Copyright: 2000-01-01
• Publisher: Pearson College Div

Summary

For an undergraduate course in Quality Management offered by management, industrial technology, manufacturing, and business departments. This easy-to-use text gives future managers, engineers, technologists and technicians both the tools and know-how to guide an organization to world-class quality and competitiveness. Straightforward in approach, it helps students understand both the big picture behind TQM as well as its individual elements, and readily applies theories and principles to the real world today.

Table of Contents

PART ONE Philosophy and Concepts	1	(452)
Quality and Global Competitiveness	2	(45)
The Relationship between Quality and Competitiveness	3	(1)
Competitiveness and the U.S. Economy	3	(3)
Factors Inhibiting Competitiveness	6	(7)
Comparisons of International Competitors	13	(8)
Technology and Competitiveness	21	(7)
Human Resources and Competitiveness	28	(4)
Management by Accounting: Antithesis of Total Quality	32	(1)
The Myth of Japanese Invincibility	33	(2)
Global Integration and Asian Economic Trends	35	(1)
Summary	36	(1)
Key Terms and Concepts	37	(1)
Factual Review Questions	37	(1)
Critical Thinking Activity	37	(8)
Endnotes	45	(2)
The Total Quality Approach to Quality Management	47	(30)
What Is Quality?	47	(3)
The Total Quality Approach Defined	50	(4)
Key Elements of Total Quality	54	(4)
Total Quality Pioneers	58	(10)
Why Total Quality Efforts Succeed	68	(1)
The Future of Quality Management	68	(1)
Summary	69	(1)
Key Terms and Concepts	70	(1)
Factual Review Questions	70	(1)
Critical Thinking Activity	71	(4)
Endnotes	75	(2)
Strategic Management: Planning and Execution	77	(23)
What Is Strategic Management?	78	(1)
Components of Strategic Management	78	(1)
Strategic Planning Overview	79	(1)
Conducting the SWOT Analysis	79	(3)
Developing the Vision	82	(2)
Developing the Mission	84	(2)
Developing the Guiding Principles	86	(1)
Developing Broad Strategic Objectives	87	(4)
Developing Specific Tactics for Accomplishing the Broad Strategic Objectives	91	(2)
Executing the Strategic Plan	93	(3)
Revolutionary Thinking in Strategic Planning	96	(1)
Summary	97	(1)
Key Terms and Concepts	98	(1)
Factual Review Questions	99	(1)
Critical Thinking Activity	99	(1)
Endnotes	99	(1)
Quality Management and Ethics	100	(26)
Ethics Defined	101	(2)
Trust and Total Quality	103	(3)
Values and Total Quality	106	(1)
Integrity and Total Quality	107	(1)
Responsibility and Total Quality	108	(1)
Manager's Role in Ethics	109	(2)
Organization's Role in Ethics	111	(2)
Handling Ethical Dilemmas	113	(1)
Ethics Training	114	(1)
Models for Making Ethical Decisions	115	(2)
Beliefs versus Behavior: Why the Disparity?	117	(2)
Summary	119	(1)
Key Terms and Concepts	120	(1)
Factual Review Questions	121	(1)
Critical Thinking Activity	121	(4)
Endnotes	125	(1)
Partnering for Competitiveness	126	(26)
The Partnering Concept	126	(7)
Internal Partnering	133	(1)
Partnering with Suppliers	134	(4)
Partnering with Customers	138	(1)
Partnering with Potential Competitors	139	(6)
Global Partnering	145	(1)
Education and Business Partnerships	145	(1)
Summary	146	(1)
Key Terms and Concepts	147	(1)
Factual Review Questions	147	(1)
Critical Thinking Activity	147	(4)
Endnotes	151	(1)
Quality Culture	152	(21)
Understanding What a Quality Culture Is	152	(3)
Activating Cultural Change	155	(1)
Changing Leaders to Activate Change	156	(1)
Laying the Groundwork for a Quality Culture	157	(1)
Learning What a Quality Culture Looks Like	158	(1)
Countering Resistance to Cultural Change	158	(5)
Establishing a Quality Culture	163	(6)
Summary	169	(1)
Key Terms and Concepts	170	(1)
Factual Review Questions	170	(1)
Critical Thinking Activity	170	(2)
Endnotes	172	(1)
Customer Satisfaction and Retention	173	(25)
Understanding Who Is a Customer	174	(1)
Understanding Customer-Defined Quality	174	(3)
Identifying External Customer Needs	177	(3)
Identifying Internal Customer Needs	180	(1)
Communicating with Customers	181	(1)
Instituting Quality Function Deployment	182	(1)
Customer Satisfaction Process	183	(1)
Customer-Defined Value	184	(1)
Customer Value Analysis	185	(1)
Customer Retention	186	(3)
Establishing a Customer Focus	189	(1)
Recognizing the Customer-Driven Organization	190	(1)
Value Perception and Customer Loyalty	191	(1)
Guaspari on Customer Satisfaction	192	(1)
Summary	192	(1)
Key Terms and Concepts	193	(1)
Factual Review Questions	193	(1)
Critical Thinking Activity	194	(2)
Endnotes	196	(2)
Employee Empowerment	198	(42)
Employee Empowerment Defined	198	(3)
Rationale for Empowerment	201	(2)
Inhibitors of Empowerment	203	(5)
Management's Role in Empowerment	208	(1)
Implementing Empowerment	209	(6)
Management's Role in Suggestion Systems	215	(3)
Improving Suggestion Systems	218	(7)
Evaluating Suggestions	225	(2)
Handling Poor Suggestions	227	(1)
Achieving Full Participation	228	(3)
Beyond Empowerment to Enlistment	231	(1)
Summary	232	(1)
Key Terms and Concepts	233	(1)
Factual Review Questions	234	(1)
Critical Thinking Activity	234	(4)
Endnotes	238	(2)
Leadership and Change	240	(34)
Leadership Defined	241	(5)
Leadership for Quality	246	(3)
Leadership Skills: Inherited or Learned?	249	(1)
Leadership, Motivation, and Inspiration	249	(2)
Leadership Styles	251	(2)
Leadership Style in a Total Quality Setting	253	(1)
Building and Maintaining a Following	253	(4)
Leadership versus Management	257	(1)
Leadership and Ethics	258	(1)
Leadership and Change	259	(1)
Employees and Managers on Change	260	(1)
Restructuring and Change	261	(2)
How to Lead Change	263	(5)
Summary	268	(1)
Key Terms and Concepts	269	(1)
Factual Review Questions	270	(1)
Critical Thinking Activity	270	(2)
Endnotes	272	(2)
Team Building and Teamwork	274	(32)
Overview of Team Building and Teamwork	274	(7)
Building Teams and Making Them Work	281	(4)
Four-Step Approach to Team Building	285	(5)
Character Traits and Teamwork	290	(2)
Teams Are Not Bossed---They Are Coached	292	(3)
Handling Conflict in Teams	295	(3)
Structural Inhibitors of Teamwork	298	(1)
Rewarding Team and Individual Performance	299	(2)
Recognizing Teamwork and Team Players	301	(1)
Summary	302	(1)
Key Terms and Concepts	303	(1)
Factual Review Questions	303	(1)
Critical Thinking Activity	304	(1)
Endnotes	304	(2)
Communication and Interpersonal Relations	306	(36)
Defining Communication	307	(3)
Understanding the Role of Communication in Total Quality	310	(1)
Understanding Communication as a Process	311	(1)
Recognizing Inhibitors of Communication	312	(2)
Establishing a Conducive Communication Climate	314	(1)
Communicating by Listening	315	(8)
Understanding Nonverbal Communication Factors	323	(2)
Communicating Verbally	325	(2)
Communicating in Writing	327	(4)
Communicating Corrective Feedback	331	(1)
Improving Communication	332	(2)
Developing Interpersonal Skills	334	(4)
Summary	338	(1)
Key Terms and Concepts	339	(1)
Factual Review Questions	339	(1)
Critical Thinking Activity	340	(1)
Endnotes	341	(1)
Education and Training	342	(56)
Overview of Education, Training, and Learning	342	(8)
Rationale for Training	350	(6)
Training Needs Assessment	356	(2)
Providing Training	358	(5)
Evaluating Training	363	(1)
Managers as Trainers and Trainees	364	(10)
Workforce Literacy	374	(2)
Improving Learning	376	(2)
Why Training Sometimes Fails	378	(2)
Quality Training Curriculum	380	(2)
Orientation Training	382	(2)
Customer Training	384	(1)
Ethics Training	385	(2)
Summary	387	(2)
Key Terms and Concepts	389	(1)
Factual Review Questions	389	(1)
Critical Thinking Activity	390	(5)
Endnotes	395	(3)
Overcoming Politics, Negativity, and Conflict in the Workplace	398	(43)
Internal Politics Defined	399	(2)
Power and Politics	401	(1)
Organizational Structure and Internal Politics	402	(4)
Internal Politics in Action	406	(4)
Internal Politicians and Their Methods	410	(6)
Impact of Internal Politics on Quality	416	(2)
Controlling Internal Politics in Organizations	418	(9)
Overcoming Negativity in Organizations	427	(2)
Overcoming Territorial Behavior in Organizations	429	(2)
Managing Conflict in Organizations	431	(5)
Summary	436	(1)
Key Terms and Concepts	437	(1)
Factual Review Questions	437	(1)
Critical Thinking Activity	438	(1)
Endnotes	439	(2)
ISO 9000 and Total Quality: The Relationship	441	(12)
ISO 9000: What It Is	441	(2)
The ISO 9000 Quality System: A Definition	443	(1)
Comparative Scope of ISO 9000 and Total Quality	443	(4)
The Origin of ISO 9000	447	(1)
Aims of ISO 9000 and Total Quality	448	(1)
Management Motivation for Registration to ISO 9000	448	(1)
Compatibility of ISO 9000 and Total Quality	449	(1)
Movement from ISO 9000 to Total Quality and Vice Versa	449	(1)
ISO 9000 as an Entry in Total Quality	450	(1)
Summary	451	(1)
Key Terms and Concepts	452	(1)
Factual Review Questions	452	(1)
Critical Thinking Activity	452	(1)
Endnotes	452	(1)
PART TWO Tools and Techniques	453	(304)
Overview of Total Quality Tools	454	(49)
Total Quality Tools Defined	455	(1)
The Pareto Chart	455	(4)
Cause-and-Effect Diagrams	459	(5)
Check Sheets	464	(5)
Histograms	469	(9)
Scatter Diagrams	478	(3)
Run Charts and Control Charts	481	(3)
Stratification	484	(4)
Some Other Tools Introduced	488	(5)
Management's Role in Tool Deployment	493	(3)
Summary	496	(1)
Key Terms and Concepts	497	(1)
Factual Review Questions	497	(1)
Critical Thinking Activities	498	(4)
Endnotes	502	(1)
Problem Solving and Decision Making	503	(31)
Problem Solving for Total Quality	504	(1)
Solving and Preventing Problems	505	(10)
Problem-Solving and Decision-Making Tools	515	(1)
Decision Making for Total Quality	515	(2)
The Decision-Making Process	517	(2)
Objective versus Subjective Decision Making	519	(2)
Scientific Decision Making and Problem Solving	521	(2)
Employee Involvement in Decision Making	523	(1)
Role of Information in Decision Making	524	(2)
Using Management Information Systems (MIS)	526	(1)
Creativity in Decision Making	527	(2)
Summary	529	(1)
Key Terms and Concepts	530	(1)
Factual Review Questions	530	(1)
Critical Thinking Activity	531	(2)
Endnotes	533	(1)
Quality Function Deployment (QFD)	534	(22)
What Is QFD?	534	(4)
Benefits of QFD	538	(2)
Customer Information: Feedback and Input	540	(4)
QFD Tools	544	(7)
Implementing QFD	551	(2)
Summary	553	(1)
Key Terms and Concepts	554	(1)
Factual Review Questions	554	(1)
Critical Thinking Activity	554	(1)
Endnotes	555	(1)
Optimizing and Controlling Processes through Statistical Process Control (SPC)	556	(48)
Statistical Process Control Defined	557	(1)
Rationale for SPC	558	(6)
Control Chart Development	564	(14)
Management's Role in SPC	578	(4)
Role of the Total Quality Tools	582	(1)
Authority over Processes and Production	582	(2)
Implementation and Deployment of SPC	584	(7)
Inhibitors of SPC	591	(4)
Summary	595	(1)
Key Terms and Concepts	595	(1)
Factual Review Questions	596	(1)
Critical Thinking Activity	596	(7)
Endnotes	603	(1)
Continuous Improvement	604	(33)
Rationale for Continuous Improvement	604	(1)
Management's Role in Continuous Improvement	605	(1)
Essential Improvement Activities	606	(1)
Structure for Quality Improvement	607	(1)
The Scientific Approach	608	(3)
Identification of Improvement Needs	611	(1)
Development of Improvement Plans	612	(1)
Common Improvement Strategies	613	(3)
Additional Improvement Strategies	616	(4)
The Kaizen Approach	620	(5)
Goldratt's Theory of Constraints	625	(2)
The CEDAC Approach27	627	(5)
Summary	632	(1)
Key Terms and Concepts	633	(1)
Factual Review Questions	634	(1)
Critical Thinking Activity	634	(1)
Endnotes	635	(2)
Benchmarking	637	(26)
Benchmarking Defined	638	(4)
Rationale for Benchmarking	642	(1)
Benchmarking Approach and Process	642	(5)
Benchmarking versus Reengineering	647	(3)
Role of Management in Benchmarking	650	(1)
Prerequisites of Benchmarking	651	(2)
Obstacles to Successful Benchmarking	653	(2)
Benchmarking Resources	655	(1)
Selection of Processes/Functions to Benchmark	656	(1)
Acting on the Benchmark Data	656	(1)
Perpetual Benchmarking	657	(1)
Summary	657	(1)
Key Terms and Concepts	658	(1)
Factual Review Questions	658	(1)
Critical Thinking Activity	658	(4)
Endnote	662	(1)
Just-in-Time Manufacturing (JIT)	663	(50)
Just-in-Time Defined	663	(3)
Rationale for JIT	666	(3)
Development of Just-in-Time	669	(6)
Relationship of JIT to Total Quality and World-Class Manufacturing	675	(2)
Benefits of JIT	677	(12)
Requirements of JIT	689	(19)
Automation and JIT	708	(1)
Summary	709	(1)
Key Terms and Concepts	709	(1)
Factual Review Questions	710	(1)
Critical Thinking Activities	711	(1)
Endnotes	711	(2)
Implementing Total Quality Management	713	(44)
Rationale for Change	714	(3)
Requirements for Implementation	717	(11)
Role of Top Management: Leadership	728	(3)
Role of Middle Management	731	(1)
Viewpoints of Those Involved	732	(1)
Implementation Variation among Organizations	733	(4)
Implementation Approaches---Good and Bad	737	(3)
Implementation Phases to Be Considered	740	(5)
Getting On with It	745	(1)
What to Do in the Absence of Commitment from the Top	745	(2)
Implementation Strategies: ISO 9000 and Baldrige	747	(3)
Summary	750	(1)
Key Terms and Concepts	751	(2)
Factual Review Questions	753	(1)
Critical Thinking Activity	753	(2)
Endnotes	755	(2)
Appendix Manufacturing Networks in the United States	757	(5)
Index	762