Implementing Juran's Road Map for Quality Leadership : Benchmarks and Results

by Endres, Al

• ISBN13: 9780471296195
• ISBN10: 0471296198
• Format: Hardcover
• Copyright: 1999-10-14
• Publisher: Wiley

Summary

Concise, convenient, to the point-a one-stop source for implementing quality leadership "At last, we now understand that quality superiority cannot be achieved by cheerleading. The journey requires many activities: managerial, technological, and statistical. Al Endres sets forth the what, the why, and the how of implementing a quality effort. This is a thoughtful, well-written book with plenty of practical examples. If you are serious about product quality, I urge you to follow this road map." -Frank M. Gryna Distinguished University Professor of Management University of Tampa This book takes a no-nonsense approach to quality implementation. It explains the Juran Institute's model for TQM, introduces a road map for developing and implementing that model, and provides step-by-step guidance through each of the five phases of the implementation process: Decide, Prepare, Start, Expand, and Integrate. Using real-world examples of the actual achievements of organizations in a variety of industries and business functions, this reliable book describes exactly how to execute each phase for maximum benefit. To further expedite the learning process, each chapter includes a summary of key learning points for quick reference. Firsthand perspectives, charts, checklists, and benchmarks form a comprehensive road map for leaders and managers who need to take immediate, practical steps to implement and maintain successful quality initiatives. From the Institute whose name is synonymous with quality, this is the definitive guide to making total quality a reality in any organization.

Author Biography

AL ENDRES, former vice president of the Juran Institute, is the Director of the Center for Quality at the University of Tampa and Chair of the Department of Management. He is also an assistant professor. While at the Juran Institute, Dr. Endres was responsible for the research and development of educational material on quality systems for service organizations. He spearheaded the creation of the Juran Institute’s associated training materials and workshops. Dr. Endres is also the author of Improving R&D Performance: The Juran Way (Wiley).

Table of Contents

Foreword	xi
Preface	xvii
Accelerating Performance Through Quality	1	(32)
Performance Improvement: Drivers and Challenges	1	(2)
Partial Responses	3	(2)
Comprehensive Responses and Their Results	5	(2)
Concepts Required for Managing Quality	7	(2)
A Model for Managing Quality	9	(16)
Integrating the Modules for Results	25	(1)
Comparisons with Other Organizational Performance Assessment Models	25	(1)
The Need for a Road Map	25	(3)
Highlights of Chapter 1	28	(1)
References	29	(4)
A Road Map for Accelerating Performance	33	(18)
Introduction	33	(1)
On Juran's Road to Total Quality Management	34	(1)
The Decide Phase	35	(1)
The Prepare Phase	35	(1)
The Start Phase	36	(1)
The Expand Phase	36	(1)
The Integrate Phase	37	(1)
Detailing the Decide Phase	38	(1)
Assessing Quality Status	39	(7)
Knowledge	46	(1)
Committing Resources	47	(1)
A Checklist for Upper Managers: Decide Phase	48	(1)
Highlights of Chapter 2	49	(1)
References	50	(1)
Preparing for the Journey	51	(24)
Introduction	51	(1)
Defining Activities for the Prepare Phase	51	(1)
Educate Top Management	52	(2)
Form an Executive Quality Council	54	(3)
Appoint a Quality Executive and Staff	57	(2)
Train Selected Managers	59	(2)
Select Pilot Projects and Teams	61	(3)
Developing Implementation Plans	64	(4)
Communicate Actions	68	(3)
Deeds for Upper Managers: Prepare Phase	71	(1)
Highlights of Chapter 3	72	(1)
References	73	(2)
Starting the Journey	75	(42)
Introduction	75	(1)
Defining Activities for the Start Phase	75	(2)
Conduct Pilot Projects	77	(1)
Train Facilitators, Team Leaders, and Team Members	77	(2)
Complete Projects and Develop Lessons Learned	79	(8)
Build Basic Infrastructure	87	(1)
Assessing the Organization's Quality Status	88	(4)
Example of Measuring Features' Importance	92	(3)
Examples of Collecting and Utilizing the Cost of Poor Quality Data	95	(1)
Examples Related to Quality Culture Studies	96	(3)
Assessment of Quality System	99	(2)
Examples of Quality System Infrastructure	101	(3)
Vanguard's Process for Project and Prioritization and Initiation	104	(1)
The Citizens Process for Recognition	104	(4)
Supplier Improvement and Management Processes at Alcoa and Toyota	108	(5)
Start Phase: Roles and Responsibilities of Upper Managers	113	(1)
Highlights of Chapter 4	113	(1)
References	114	(3)
Expanding the Gains	117	(64)
Defining Activities for the Expand Phase	117	(1)
Expanding the Scope of Organizational Coverage	118	(3)
Expanding the Number and Types of Teams	121	(1)
Quality Planning Teams	122	(11)
Quality Control Teams	133	(2)
Business Process Teams	135	(21)
Self-Directed Work Teams	156	(18)
Expanding the Scope of Measurements	174	(2)
Expand Phase: Roles and Responsibilities of Upper Managers	176	(1)
Highlights of Chapter 5	177	(1)
References	178	(3)
Integration: Perpetuating Performance Improvement	181	(26)
Defining Factors for the Integrate Phase	182	(2)
Goal Definition, Deployment, and Management	184	(3)
Integrating Policy Deployment with Xerox's Business Planning Process	187	(16)
Integrate Phase: Roles and Responsibilities of Upper Managers	203	(1)
Highlights of Chapter 6	204	(1)
References	205	(2)
Index	207