From Quality to Business Excellence

by Cobb, Charles G.

• ISBN13: 9780873895781
• ISBN10: 0873895789
• Format: Paperback
• Copyright: 2003-02-01
• Publisher: Asq Pr

Author Biography

Charles Cobb's extensive background is based on a unique combination of more than 18 years of experience in the information technology industry, 10 years of experience in quality management and business process improvement roles, and 3 years of experience in a systems engineering role. He holds a BS from the United States Air Force Academy, an MSEE from Southern Methodist University, an MBA from Northeastern University, as well as a Certificate in Advanced Management from Babson College. Mr. Cobb is one of the Managing Partners of The Business Excellence Group, a consulting organization dedicated to helping companies achieve excellence in their business. He has provided training and consulting services to numerous companies on large worldwide business process improvement efforts involving definition and standardization of business processes based on international quality standards, as well as the design and implementation of information systems.

Table of Contents

Preface	xi
Introduction	1	(20)
Historical Background and Trends	2	(8)
The Evolution of the ``Systems'' Approach to Quality Management	2	(4)
Converging Trends	6	(4)
A Vision for the Future	10	(7)
The Importance of Systems Thinking	10	(2)
Designing Integrated Management Systems	12	(5)
Examples of Integrated Management Systems	17	(4)
Sprint	17	(1)
Cessna Aircraft	17	(4)
Quality Standards Background	21	(14)
ISO 9000	21	(6)
General Overview	22	(1)
Evolution of the ISO 9000 Standard	23	(2)
The Year 2000 Version of the ISO 9000 Standard	25	(2)
Industry-specific ISO 9000 Variations	27	(1)
Malcolm Baldrige Criteria for Performance Excellence	27	(3)
Comparison of ISO 9000 and Baldrige	30	(2)
Compliance vs. Continuous Improvement Standards	32	(3)
Management Approach	35	(24)
Leadership and Management Balance	37	(4)
Shift to a Customer Focus	41	(5)
The Role of Customer Value	42	(1)
Value Disciplines	43	(3)
Shift to a Process-Centered Orientation	46	(2)
Shift to a System Thinking Approach	48	(6)
Creation of a Learning Organization Environment	54	(5)
Designing Integrated Management Systems	59	(34)
The Role of Quality Standards and Best Practices	62	(6)
Enterprise Modeling and Process Mapping	68	(3)
Enterprise Modeling	68	(1)
Process Mapping	69	(2)
An Example---Daimler-Chrysler Financial Services Asia/Pacific	71	(11)
Lifecycle Models	82	(11)
Technology Lifecycles	83	(2)
Product/Project Lifecycles	85	(3)
The Value of a Lifecycle Model	88	(2)
Implementation Strategies	90	(3)
Strategic Planning, Alignment, and Metrics	93	(20)
The Role of a Strategic Plan	93	(6)
Strategic Vision	95	(1)
Strategic Alignment	96	(3)
The Balanced Scorecard Approach	99	(7)
An Example of Balanced Scorecard Metrics	101	(1)
The Role of Customer Value Measurement	102	(4)
Balanced Scorecard Summary	106	(1)
The Role of Metrics	106	(4)
Using Metrics to Achieve Cross-Functional Integration	106	(1)
Using Metrics for Benchmarking and Goal-Setting	107	(2)
Linking Strategy to Execution	109	(1)
An Example---Cessna Aircraft	110	(3)
Integrated Process Improvement Approach	113	(26)
Total Quality Management	115	(6)
Evolution of Total Quality Management Philosophy	116	(2)
TQM Improvement Methodology	118	(1)
An Example---Sprint Process Improvement Methodology	119	(2)
Business Process Reengineering	121	(8)
Business Process Reengineering Overview	121	(1)
Complex Improvement and Reengineering Methodology	122	(3)
Relationship of TQM and Reengineering	125	(4)
Six Sigma	129	(4)
Other Improvement Methodologies	133	(1)
Integrated Improvement Approach	133	(1)
An Example---Major Financial Services Company	133	(6)
The Role of Information Technology	139	(32)
Background	139	(6)
Information Technology as an Enabler	141	(1)
Integrating Information Technology with Business Process Design	142	(3)
ERP Systems and Their Impact	145	(7)
The Evolution of ERP Systems	147	(2)
Risks and Rewards of ERP Systems	149	(1)
Overall Impact of ERP Systems	149	(3)
ERP Systems and Supply Chains	152	(1)
Standards-Based Business Processes and Systems	152	(5)
Business Needs	154	(2)
Vision for the Future	156	(1)
Impact of Standards-Based Systems	157	(1)
Knowledge Management and Quality Systems	157	(6)
What is Knowledge Management?	157	(5)
Relationship of Knowledge Management and Quality	162	(1)
Examples of Leveraging Quality and Business Results	163	(8)
Operational Excellence	164	(1)
Product Leadership	165	(1)
Customer Intimacy	166	(5)
Other Enablers and Constraints	171	(12)
Cultural and Behavioral Factors	173	(3)
An Example---Sprint Quality System	176	(2)
Sprint Quality Essentials	176	(1)
Sprint Quality Principles	176	(1)
Sprint Values	177	(1)
Organizational Structure	178	(2)
Information Technology	180	(3)
Putting it All Together	183	(16)
Process Improvement ``Roadmap''	183	(2)
Assessing the Maturity of a Management System	185	(1)
How to Use this Model	185	(1)
Developing an Action Plan	185	(14)
Roles and Responsibilities	193	(6)
Keeping the Progress Moving	199	(16)
An Assessment Approach for Continuous Improvement	200	(7)
The Role of the Assessor	200	(1)
Evaluating Effectiveness	201	(2)
The Role of the Assessment Model	203	(3)
An Example Assessment Approach	206	(1)
The Role of Metrics	207	(8)
Systems-level Metrics Example	211	(1)
Process-level Metrics Example	212	(3)
Overall Summary	215	(16)
Integrated Systems Approach	215	(6)
Business and Organizational Issues	217	(1)
Quality Management Issues	217	(2)
More Effectively Implementing Basic Quality Standards	219	(1)
Synthesizing What We've Learned	220	(1)
Business Systems Engineering	221	(10)
Fundamental Principles	221	(2)
Methodology Overview	223	(8)
Appendix A : Lifecycle Model for Complex Improvement Initiatives	231	(6)
Appendix B : Additional Recommended Reading, Resources, and Tools	237	(4)
Appendix C : Acronyms and Glossary of Terms	241	(4)
Index	245