Quality Management for Organizational Excellence : Introduction to Total Quality

by Goetsch, David L.; Davis, Stanley

• ISBN13: 9780131189294
• ISBN10: 0131189298
• Edition: 5th
• Format: Hardcover
• Copyright: 2010-01-01
• Publisher: Pearson College Div

Summary

This direct, straightforward book provides material that focuses on making the theories and principles of total quality practical and useful in a real-world setting. Up-to-date and comprehensive, it coversallof the elements of total quality, including several that receive little or no attention in other total quality books, enabling readers to understand that in order to compete in the global arena, businesses must achieve consistent peak performance, continual improvement, and maximum competitiveness.Coveringalltopics necessary to total quality management, this book includes: global competitiveness; strategic management; ethics and corporate social responsibility; partnering and strategic alliances; quality culture; customer satisfaction and retention; employee empowerment; leadership; teamwork; communication; education and training; overcoming negativity; the ISO 9000 quality management system; tools and techniques; and implementing total quality management.An excellent handbook for quality managers, directors of quality control, and vice-presidents of quality management.

Table of Contents

PART ONE Philosophy and Concepts	1	(480)
The Total Quality Approach to Quality Management	3	(40)
What is Quality?	3	(3)
The Total Quality Approach Defined	6	(5)
Two Views of Quality	11	(1)
Key Elements of Total Quality	12	(5)
Total Quality Pioneers	17	(10)
Keys to Total Quality Success	27	(1)
Six Sigma Concept	27	(3)
How is Six Sigma Achieved?	30	(3)
The Future of Quality Management	33	(2)
Summary	35	(1)
Key Terms and Concepts	36	(1)
Factual Review Questions	36	(1)
Critical Thinking Activity	36	(1)
Discussion Assignments	37	(4)
Endnotes	41	(2)
Quality and Global Competitiveness	43	(38)
The Relationship Between Quality and Competitiveness	44	(1)
Cost of Poor Quality	44	(2)
Competitiveness and the U.S. Economy	46	(3)
Factors Inhibiting Competitiveness	49	(7)
Comparisons of International Competitors	56	(3)
Human Resources and Competitiveness	59	(4)
Characteristics of World-Class Organizations	63	(2)
E-Commerce, Information Quality, and Competitiveness	65	(1)
Management by Accounting: Antithesis of Total Quality	66	(2)
Key Global Trends	68	(2)
U.S. Companies: Global Strengths and Weaknesses	70	(2)
Quality Management Practices in Asian Countries	72	(1)
Summary	73	(1)
Key Terms and Concepts	74	(1)
Factual Review Questions	74	(1)
Critical Thinking Activity	75	(1)
Discussion Assignments	75	(5)
Endnotes	80	(1)
Strategic Management: Planning and Execution for Competitive Advantage	81	(33)
What is Strategic Management?	82	(1)
Competitive Strategy	82	(1)
Components of Strategic Management	83	(1)
Strategic Planning Overview	83	(1)
Creative Thinking in Strategic Planning	84	(1)
Conducting the SWOT Analysis	85	(3)
Developing the Vision	88	(2)
Developing the Mission	90	(2)
Developing the Guiding Principles	92	(1)
Developing Broad Strategic Objectives	93	(4)
Developing Specific Tactics (Action Plan)	97	(4)
Executing the Strategic Plan	101	(3)
Strategic Planning in Action: A ``Real-World'' Case	104	(5)
Revolutionary Thinking in Strategic Planning	109	(2)
Summary	111	(1)
Key Terms and Concepts	112	(1)
Factual Review Questions	112	(1)
Critical Thinking Activity	113	(1)
Endnotes	113	(1)
Quality Management, Ethics, and Corporate Social Responsibility	114	(29)
Ethics Defined	115	(3)
Trust and Total Quality	118	(2)
Values and Total Quality	120	(1)
Integrity and Total Quality	121	(1)
Responsibility and Total Quality	121	(2)
Manager's Role in Ethics	123	(2)
Organization's Role in Ethics	125	(1)
Handling Ethical Dilemmas	126	(1)
Ethics Training and Codes of Business Conduct	126	(3)
Models for Making Ethical Decisions	129	(2)
Beliefs Versus Behavior: Why the Disparity?	131	(2)
Ethical Dilemmas: Cases	133	(4)
Corporate Social Responsibility Defined	137	(1)
Summary	138	(1)
Key Terms and Concepts	139	(1)
Factual Review Questions	139	(1)
Critical Thinking Activity	140	(1)
Discussion Assignments	140	(1)
Endnotes	141	(2)
Partnering and Strategic Alliances	143	(30)
Partnering or Strategic Alliances	143	(6)
Innovative Alliances and Partnerships	149	(1)
Internal Partnering	150	(3)
Partnering with Suppliers	153	(5)
Partnering with Customers	158	(1)
Partnering with Potential Competitors	159	(6)
Global Partnering	165	(1)
Education and Business Partnerships	165	(1)
Summary	166	(1)
Key Terms and Concepts	167	(1)
Factual Review Questions	167	(1)
Critical Thinking Activity	168	(1)
Discussion Assignments	168	(3)
Endnotes	171	(2)
Quality Culture: Changing Hearts, Minds, and Attitudes	173	(25)
Understanding What a Quality Culture is	173	(3)
Quality Culture Versus Traditional Cultures	176	(2)
Activating Cultural Change	178	(1)
Changing Leaders to Activate Change	179	(1)
Laying the Groundwork for a Quality Culture	180	(2)
Learning What a Quality Culture Looks Like	182	(1)
Countering Resistance to Cultural Change	182	(5)
Establishing a Quality Culture	187	(5)
Maintaining a Quality Culture	192	(1)
Summary	193	(1)
Key Terms and Concepts	194	(1)
Factual Review Questions	195	(1)
Critical Thinking Activity	195	(1)
Discussion Assignments	195	(2)
Endnotes	197	(1)
Customer Satisfaction, Retention, and Loyalty	198	(32)
Understanding Who is a Customer	199	(1)
Understanding Customer-Defined Quality	200	(1)
Identifying External Customer Needs	201	(4)
Identifying Internal Customer Needs	205	(1)
Communicating with Customers	206	(2)
Using Customer Feedback to Make Design Improvements	208	(2)
Customer Satisfaction Process	210	(1)
Customer-Defined Value	210	(2)
Customer Value Analysis	212	(1)
Customer Retention	213	(3)
Establishing a Customer Focus	216	(2)
Recognizing the Customer-Driven Organization	218	(1)
Value Perception and Customer Loyalty	219	(1)
Customer Loyalty Model	220	(1)
Customer Loyalty Versus Customer Profitability	221	(2)
Customers as Innovation Partners	223	(2)
Summary	225	(1)
Key Terms and Concepts	226	(1)
Factual Review Questions	226	(1)
Critical Thinking Activity	226	(1)
Discussion Assignments	227	(1)
Endnotes	228	(2)
Employee Empowerment	230	(24)
Employee Empowerment Defined	230	(3)
Rationale for Empowerment	233	(1)
Inhibitors of Empowerment	234	(6)
Management's Role in Empowerment	240	(1)
Implementing Empowerment	241	(4)
How to Recognize Empowered Employees	245	(1)
Avoiding Empowerment Traps	245	(1)
Beyond Empowerment to Enlistment	246	(2)
Summary	248	(1)
Key Terms and Concepts	248	(1)
Factual Review Questions	249	(1)
Critical Thinking Activity	249	(1)
Discussion Assignments	250	(3)
Endnotes	253	(1)
Leadership and Change	254	(46)
Leadership Defined	255	(5)
Leadership for Quality	260	(2)
Leadership Skills: Inherited or Learned?	262	(1)
Leadership, Motivation, and Inspiration	263	(2)
Leadership Styles	265	(2)
Leadership Style in a Total Quality Setting	267	(1)
Building and Maintaining a Following	267	(4)
Leadership Versus Management	271	(2)
Leadership and Ethics	273	(1)
Leadership and Change	274	(1)
Employees and Managers on Change	275	(1)
Restructuring and Change	276	(2)
How to Lead Change	278	(6)
Lessons from Distinguished Leaders	284	(7)
Servant Leadership and Stewardship	291	(2)
Negative Influences on Leaders: How to Counter Them	293	(1)
Summary	294	(1)
Key Terms and Concepts	295	(1)
Factual Review Questions	295	(1)
Critical Thinking Activity	296	(1)
Discussion Assignments	296	(2)
Endnotes	298	(2)
Team Building and Teamwork	300	(31)
Overview of Team Building and Teamwork	300	(6)
Building Teams and Making Them Work	306	(4)
Four-Step Approach to Team Building	310	(4)
Character Traits and Teamwork	314	(3)
Teams Are Not Bossed---They Are Coached	317	(3)
Handling Conflict in Teams	320	(2)
Structural Inhibitors of Teamwork	322	(2)
Rewarding Team and Individual Performance	324	(3)
Recognizing Teamwork and Team Players	327	(1)
Summary	327	(1)
Key Terms and Concepts	328	(1)
Factual Review Questions	329	(1)
Critical Thinking Activity	329	(1)
Discussion Assignments	329	(1)
Endnotes	330	(1)
Effective Communication	331	(35)
Defining Communication	332	(2)
Understanding the Role of Communication in Total Quality	334	(1)
Understanding Communication as a Process	335	(1)
Recognizing Inhibitors of Communication	335	(2)
Establishing a Conducive Communication Climate	337	(1)
Communicating by Listening	338	(7)
Understanding Nonverbal Communication Factors	345	(2)
Communicating Verbally	347	(3)
Communicating in Writing	350	(4)
Communicating Corrective Feedback	354	(1)
Improving Communication	354	(3)
How Interpersonal Skills Affect Communication	357	(2)
Personality and Communication	359	(2)
Summary	361	(1)
Key Terms and Concepts	362	(1)
Factual Review Questions	363	(1)
Critical Thinking Activity	364	(1)
Discussion Assignments	364	(1)
Endnotes	364	(2)
Education and Training	366	(56)
Overview of Education, Training, and Learning	366	(9)
Rationale for Training	375	(5)
Training Needs Assessment	380	(3)
Providing Training	383	(5)
Evaluating Training	388	(3)
Managers as Trainers and Trainees	391	(9)
Workforce Literacy	400	(3)
Improving Learning	403	(2)
Why Training Sometimes Fails	405	(1)
Quality Training Curriculum	406	(1)
Orientation Training	407	(2)
Customer Training	409	(1)
Ethics Training	410	(2)
Making E-Learning Work	412	(1)
Summary	412	(2)
Key Terms and Concepts	414	(1)
Factual Review Questions	415	(1)
Critical Thinking Activity	416	(1)
Discussion Assignments	416	(4)
Endnotes	420	(2)
Overcoming Politics, Negativity, and Conflictin the Workplace	422	(44)
Internal Politics Defined	423	(2)
Power and Politics	425	(1)
Organizational Structure and Internal Politics	426	(4)
Internal Politics in Action	430	(4)
Internal Politicians and Their Methods	434	(7)
Impact of Internal Politics on Quality	441	(2)
Controlling Internal Politics in Organizations	443	(9)
Overcoming Negativity in Organizations	452	(2)
Overcoming Territorial Behavior in Organizations	454	(2)
Managing Conflict in Organizations	456	(5)
Summary	461	(1)
Key Terms and Concepts	462	(1)
Factual Review Questions	462	(1)
Critical Thinking Activity	463	(1)
Discussion Assignments	463	(1)
Endnotes	464	(2)
ISO 9000 and Total Quality: The Relationship	466	(15)
ISO 9000: What It is	466	(3)
The ISO 9000 Quality Management System: A Definition	469	(1)
Comparative Scope of ISO 9000 and Total Quality Management	470	(4)
The Origin of ISO 9000	474	(1)
Aims of ISO 9000 and Total Quality Management	475	(1)
Management Motivation for Registration to ISO 9000	475	(1)
Compatibility of ISO 9000 and Total Quality	476	(1)
Movement from ISO 9000 to TQM and Vice Versa	476	(1)
ISO 9000 as an Entry into Total Quality Management	477	(1)
Summary	478	(1)
Key Terms and Concepts	478	(1)
Factual Review Questions	479	(1)
Critical Thinking Activity	479	(1)
Discussion Assignment	479	(1)
Endnotes	480	(1)
PART TWO Tools and Techniques	481	(313)
Overview of Total Quality Tools	483	(52)
Total Quality Tools Defined	484	(1)
The Pareto Chart	484	(4)
Cause-and-Effect Diagrams	488	(5)
Check Sheets	493	(5)
Histograms	498	(12)
Scatter Diagrams	510	(3)
Run Charts and Control Charts	513	(2)
Stratification	515	(5)
Some Other Tools Introduced	520	(5)
Management's Role in Tool Deployment	525	(3)
Summary	528	(1)
Key Terms and Concepts	529	(1)
Factual Review Questions	529	(1)
Critical Thinking Activities	530	(3)
Discussion Assignment	533	(1)
Endnotes	534	(1)
Problem Solving and Decision Making	535	(31)
Problem Solving for Total Quality	536	(1)
Solving and Preventing Problems	537	(9)
Problem-Solving and Decision-Making Tools	546	(1)
Decision Making for Total Quality	546	(2)
The Decision-Making Process	548	(2)
Objective Versus Subjective Decision Making	550	(2)
Scientific Decision Making and Problem Solving	552	(2)
Employee Involvement in Decision Making	554	(1)
Role of Information in Decision Making	555	(2)
Using Management Information Systems (MIS)	557	(1)
Creativity in Decision Making	558	(2)
Summary	560	(1)
Key Terms and Concepts	561	(1)
Factual Review Questions	561	(1)
Critical Thinking Activity	562	(1)
Discussion Assignments	563	(2)
Endnotes	565	(1)
Quality Function Deployment (QFD)	566	(22)
What is QFD?	566	(4)
Benefits of QFD	570	(1)
Customer Information: Feedback and Input	571	(5)
QFD Tools	576	(7)
Implementing QFD	583	(2)
Summary	585	(1)
Key Terms and Concepts	586	(1)
Factual Review Questions	586	(1)
Critical Thinking Activity	586	(1)
Discussion Assignment	587	(1)
Endnotes	587	(1)
Optimizing and Controlling Processes Through Statistical Process Control (SPC)	588	(50)
Statistical Process Control Defined	589	(1)
Rationale for SPC	590	(7)
Control Chart Development	597	(17)
Management's Role in SPC	614	(1)
Role of the Total Quality Tools	615	(1)
Authority over Processes and Production	615	(2)
Implementation and Deployment of SPC	617	(10)
Inhibitors of SPC	627	(1)
Summary	628	(1)
Key Terms and Concepts	629	(1)
Factual Review Questions	629	(1)
Critical Thinking Activity	630	(1)
Discussion Assignments	630	(7)
Endnotes	637	(1)
Continual Improvement	638	(32)
Rationale for Continual Improvement	638	(1)
Management's Role in Continual Improvement	639	(1)
Essential Improvement Activities	640	(2)
Structure for Quality Improvement	642	(1)
The Scientific Approach	642	(2)
Identification of Improvement Needs	644	(1)
Development of Improvement Plans	645	(2)
Common Improvement Strategies	647	(3)
Additional Improvement Strategies	650	(3)
The Kaizen Approach	653	(6)
Goldratt's Theory of Constraints	659	(1)
The CEDAC Approach	660	(5)
Summary	665	(1)
Key Terms and Concepts	666	(1)
Factual Review Questions	667	(1)
Critical Thinking Activity	667	(1)
Discussion Assignment	668	(1)
Endnotes	668	(2)
Benchmarking	670	(26)
Benchmarking Defined	671	(2)
Benchmarking Versus Reengineering	673	(1)
Rationale for Benchmarking	674	(2)
Prerequisites to Benchmarking	676	(2)
Obstacles to Successful Benchmarking	678	(2)
Role of Management in Benchmarking	680	(1)
Benchmarking Approach and Process	681	(6)
Making Full Use of Benchmarking Data	687	(2)
Perpetual Benchmarking	689	(1)
Benchmarking Resources	689	(1)
Summary	690	(1)
Key Terms and Concepts	691	(1)
Factual Review Questions	691	(1)
Critical Thinking Activity	691	(4)
Discussion Assignments	695	(1)
Endnotes	695	(1)
Just-in-Time Manufacturing (JIT)	696	(53)
Just-in-Time Defined	696	(3)
Rationale for JIT	699	(3)
Development of JIT	702	(6)
Relationship of JIT to Total Quality and World-Class Manufacturing	708	(2)
Benefits of JIT	710	(12)
Requirements of JIT	722	(19)
Automation and JIT	741	(2)
Summary	743	(1)
Key Terms and Concepts	743	(1)
Factual Review Questions	744	(1)
Critical Thinking Activities	744	(1)
Discussion Assignments	745	(2)
Endnotes	747	(2)
Implementing Total Quality Management	749	(45)
Rationale for Change	751	(3)
Requirements for Implementation	754	(12)
Role of Top Management: Leadership	766	(2)
Role of Middle Management	768	(1)
Viewpoints of Those Involved	769	(1)
Implementation Variation Among Organizations	770	(4)
Implementation Approaches to Be Avoided	774	(2)
An Implementation Approach That Works	776	(6)
Getting On with It	782	(1)
What to Do in the Absence of Commitment from the Top	783	(2)
Implementation Strategies: ISO 9000 and Baldrige	785	(3)
Summary	788	(1)
Key Terms and Concepts	789	(1)
Factual Review Questions	789	(1)
Critical Thinking Activity	790	(2)
Discussion Assignment	792	(1)
Endnotes	792	(2)
Index	794