Essentials of Quality With Cases and Experiential Exercises

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  • Format: Paperback
  • Copyright: 2010-02-01
  • Publisher: Wiley

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Written for first and second courses in quality management (QM) and statistical quality control (SQC), particularly at the undergraduate level. Highly accessible, "non-academic," and student-friendly language. An excellent balance for professors with traditional or experiential teaching styles. Fundamental, insightful explanations of how information learned in their Quality classes can be used in the real world. Many chapter exercise and cases that provide students with hands-on experience Unique coverage of hot topics such as creativity and innovation in QM that address strategically using creative approaches to develop innovative breakthrough improvements especially relevant in today's economic environment. Also is unique in its approach to operationalizing the definition of quality to develop metrics for measuring and evaluating QM programs. Of the students who used this text and sat for the American Society for Quality's Certified Quality Improvement Associate exam, 100% passed!

Table of Contents

Prefacep. xi
Acknowledgmentsp. xv
About the Authorp. xix
Quality Basicsp. 1
Introduction to Qualityp. 3
Chapter Objectivesp. 3
Why Study Quality?p. 4
History of Qualityp. 4
The Definition of Qualityp. 4
Modern Definitions of Qualityp. 5
Product Qualityp. 7
Service Qualityp. 8
Different Approaches to Defining Qualityp. 9
Five Approaches to Defining Qualityp. 10
Major Contributors to Our Understanding of Qualityp. 11
Summaryp. 19
Quality Definitionsp. 20
Discussion Questionsp. 20
The Battle of the Gurusp. 21
Exercises and Activitiesp. 22
Supplementary Readingsp. 23
Referencesp. 23
Strategic Quality Management and Operationalizing Qualityp. 25
Chapter Objectivesp. 25
Strategic Quality Managementp. 26
The Strategic Planning Processp. 28
Strategic Deploymentp. 31
Evaluation and Controlp. 31
Approaches to Monitoring Progress toward Strategic Goalsp. 33
Dimensions, Measures, and Metricsp. 34
Methods of Obtaining Input from Customersp. 39
Focus Groupsp. 40
Surveysp. 42
Focus Groups and Surveys in Combinationp. 43
Summaryp. 43
Discussion Questionsp. 43
Problemsp. 44
Second National Bankp. 47
Exercises and Activitiesp. 48
Supplementary Readingsp. 49
Referencesp. 49
Quality of Designp. 51
Designing Quality into Products and Servicesp. 53
Chapter Objectivesp. 53
The Seven Management Toolsp. 54
Quality Function Deploymentp. 57
Design for Six Sigmap. 59
Taguchi Robustness Conceptsp. 60
Reliabilityp. 60
Types of Reliability Systemsp. 61
Reliability Life Characteristic Concept (e.g., Bathtub Curve)p. 67
Mean Time Between Failuresp. 69
Modeling Product Life with Normal Distributionp. 71
Risk Assessment Tools and Risk Preventionp. 72
Failure Mode and Effects Analysisp. 73
Fault Tree Analysis (FTA)p. 76
Error Proofingp. 77
Summaryp. 78
Discussion Questionsp. 78
Problemsp. 79
Building the Better Mousep. 82
Exercises and Activitiesp. 82
Supplementary Readingsp. 83
Referencesp. 83
Innovation and Creativity in Qualityp. 85
Chapter Objectivesp. 85
Breakthrough (Radical) Improvement versus Incremental Improvementp. 86
Increasing Creativityp. 88
Organizational versus Individual Creativityp. 91
Designing the Innovative Organizationp. 91
Elements of a Creative Organizationp. 92
Tools and Techniques for Increasing Organizational Creativityp. 95
Increasing Individual Creativityp. 95
Myths about Individual Creativityp. 95
The Importance of Technological Forecastingp. 96
Summaryp. 99
Discussion Questionsp. 99
Smallburg Community Bankp. 100
Exercises and Activitiesp. 100
Supplementary Readingsp. 102
Referencesp. 102
Quality Systems to Assure Conformance to Designp. 105
Quality Systems and Quality Systems Auditingp. 107
Chapter Objectivesp. 107
Quality Management Systemsp. 108
Elements of a Quality Management Systemp. 108
ISO 9000p. 109
IS0/TS 16949 and QS-9000p. 111
Malcolm Baldrige National Quality Award (MBNQA)p. 117
Other Approachesp. 118
Six Sigmap. 119
Quality Auditingp. 120
Specific Types of Quality Auditsp. 120
Performing a Quality System Auditp. 122
Quality Information Systemsp. 123
Data Accuracy and Securityp. 124
Quality Documentation Systemsp. 126
Making Data Useful-Information Flowsp. 128
Summaryp. 129
Discussion Questionsp. 129
The First Auditp. 130
Exercises and Activitiesp. 131
Supplementary Readingsp. 132
Referencesp. 132
Product, Process, and Materials Controlp. 135
Chapter Objectivesp. 135
Work Instructionsp. 136
Classification of Quality Characteristics and Defectsp. 138
Identification of Materials and Statusp. 140
Lot Traceabilityp. 141
Materials Segregation Practicesp. 142
Materials Review Board Criteria and Proceduresp. 143
Supplier Managementp. 145
Supplier Selectionp. 146
Supplier Evaluationp. 147
Summaryp. 148
Discussion Questionsp. 148
The Case of the Missing Lotp. 149
Exercises and Activitiesp. 150
Supplementary Readingsp. 150
Referencesp. 150
Experimental Designp. 153
Chapter Objectivesp. 153
Basic Concepts and Definitionsp. 155
Experimental Design Characteristicsp. 158
Types of Designp. 159
Single-Factor Designp. 159
One-Factor-at-a-Time Designp. 159
Full-Factorial Designp. 161
Fractional Factorial Designp. 163
Analysis of Resultsp. 164
Taguchi Methods of Experimental Designp. 167
Summaryp. 170
Discussion Questionsp. 170
Problemsp. 171
The Case of the Variable Laminatesp. 173
Exercises and Activitiesp. 174
Supplementary Readingsp. 176
Referencesp. 176
Control and Improvement of Qualityp. 177
Quality Improvement Toolsp. 179
Chapter Objectivesp. 179
The Problem-Solving Processp. 180
The Seven Tools of Qualityp. 182
Approaches to Continuous Quality Improvementp. 193
PDSAp. 194
DMAICp. 194
Benchmarkingp. 195
Summaryp. 197
Discussion Questionsp. 197
Problemsp. 198
Sour Grape Ice Creamp. 201
The Westover Wire Worksp. 202
Exercises and Activitiesp. 206
Supplementary Readingsp. 209
Referencesp. 209
Metrology, Inspection, and Testingp. 211
Chapter Objectivesp. 211
Metrologyp. 212
Types of Gaugesp. 213
Accuracy and Precisionp. 216
Nondestructive Testing and Evaluationp. 223
Summaryp. 223
Discussion Questionsp. 224
Problemsp. 224
Somebody's Got a Problemp. 227
Exercises and Activitiesp. 227
Supplementary Readingsp. 228
Referencesp. 228
Statistical Process Controlp. 229
Chapter Objectivesp. 229
SPC and Variationp. 230
Types of Datap. 231
Variables Control Chartsp. 231
Concept of the Control Chartp. 232
Out of Control Signalsp. 233
Patterns Leading to Modifying Control Limitsp. 234
Constructing Variables Control Chartsp. 236
x-Bar and Range Chartsp. 237
x-Bar and s-Chartsp. 241
Individual/Moving Range Chartsp. 244
A Special Form of the x-bar Control Chart for Short Production Runsp. 246
Attributes Control Chartsp. 249
Control Charts for Nonconforming Unitsp. 250
Control Charts for Nonconformities (Defects)p. 253
Process Capabilityp. 257
Summaryp. 262
Discussion Questionsp. 262
Problemsp. 263
Middle County Hospitalp. 270
Precise Molded Products, Inc.p. 274
Exercises and Activitiesp. 279
Supplementary Readingsp. 279
Referencesp. 279
Acceptance Samplingp. 281
Chapter Objectivesp. 281
When Acceptance Sampling is Appropriatep. 281
Fundamentals of Sampling Theoryp. 283
Assessing Risk in Sampling Plansp. 284
Methods of Samplingp. 289
Sampling Typesp. 291
Sampling Plansp. 292
Sampling Inspection by Attributesp. 292
Sampling Inspection by Variablesp. 301
Dodge-Romig Sampling Plansp. 304
Summaryp. 306
Discussion Questionsp. 306
Problemsp. 307
The Turkell Stud Millp. 308
Exercises and Activitiesp. 309
Supplementary Readingsp. 310
Referencesp. 310
Quality Costsp. 311
Chapter Objectivesp. 311
The Categories of Quality Costsp. 312
The Goal of a COQ Systemp. 315
COQ Data Collection, Interpretation, and Reportingp. 318
Integrating Quality Costs into the Quality Improvement Systemp. 321
Summaryp. 324
Discussion Questionsp. 324
Problemsp. 325
HI-HO YO-YO, Inc.p. 327
Acme, Ltd.p. 330
Exercises and Activitiesp. 330
Supplementary Readingsp. 330
Referencesp. 331
Quality Managementp. 333
Human Factors in Qualityp. 335
Chapter Objectivesp. 335
Barriers to Quality Improvement Effortsp. 336
Human Resource Managementp. 336
Motivation Theoriesp. 337
Integration of the Classic Motivational Theoriesp. 339
Process Theories or Motivationp. 340
Employee Involvement and Teamsp. 340
The Care and Feeding of Teamsp. 341
Organization and Implementation of Quality Teamsp. 341
Principles of Team Leadership and Facilitationp. 342
What is a Team?p. 342
Who Makes up a Team?p. 342
Roles and Responsibilities of the Team Leaderp. 343
Selecting Team Membersp. 346
Roles and Responsibilities of the Team Membersp. 346
Roles and Responsibilities of the Facilitatorp. 347
Critical Action Items in the Team Life Cyclep. 347
What Is a Team Charter?p. 347
General Information and Guidelines for Teamsp. 351
Team Dynamics Management and Conflict Resolutionp. 352
Stages of Group Developmentp. 354
Formingp. 354
Stormingp. 355
Normingp. 356
Performingp. 357
Creating a Win-Win Situationp. 358
Consensusp. 358
Professional and Ethical Standardsp. 361
Summaryp. 362
Discussion Questionsp. 363
Tom's Teamp. 363
Self Directed Work Teams at BHIp. 364
Exercises and Activitiesp. 368
Supplementary Readingp. 368
Referencesp. 369
Table of Four-Digit Random Numbersp. 371
Standard Normal Distribution Tablep. 373
Bibliographyp. 375
Indexp. 385
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