The Quality Improvement Handbook

by Bauer, John E.; Duffy, Grace L.; Westcott, Russ

• ISBN13: 9780873895293
• ISBN10: 0873895290
• Format: Hardcover
• Copyright: 2002-01-01
• Publisher: Asq Pr

Summary

Provides a very thorough introduction to the fundamental concepts and theories of quality improvement, intended to both teach the quality beginner and refresh the experienced professional.

Table of Contents

List of Figures and Tables	vii
Preface	ix
Notes to the Reader	xi
Acknowledgments	xiii
Part I Quality Basics	1	(34)
Quality Terms, Concepts, and Principles	3	(12)
Terms, Concepts, and Principles	4	(11)
Quality	5	(3)
Systems and Processes	8	(1)
The Importance of Employees	9	(1)
Quality Planning	10	(2)
Variation	12	(3)
Quality Benefits, Philosophies, and Models	15	(20)
Benefits of Quality	16	(3)
Quality Philosophies and Models	19	(16)
Part II Teams	35	(22)
Team Structure and Function	37	(20)
Types of Teams	38	(3)
Natural Teams	38	(1)
Improvement Teams	38	(1)
Cross-Functional Teams	39	(1)
Project Teams	40	(1)
Self-Directed Teams	40	(1)
Virtual Teams	41	(1)
Roles and Responsibilities	41	(6)
Team Formation and Group Dynamics	47	(10)
Initiating Teams	47	(1)
Selecting Team Members	47	(2)
Groupthink	49	(1)
Team Stages	50	(2)
Team Conflict	52	(1)
Team Leader As Coach	53	(4)
Part III Continuous Improvement	57	(82)
Continuous Improvement Concepts and Tools	59	(64)
Incremental and Breakthrough Improvement	60	(6)
Improvement Cycles	66	(18)
Quality Improvement Tools	84	(39)
Improving Customer-Supplier Relationships	123	(16)
Customer-Supplier Relationships	124	(15)
Internal and External Customers	124	(5)
Customer Feedback	129	(4)
Internal and External Suppliers	133	(2)
Supplier Feedback	135	(4)
Part IV Appendices	139	(36)
A. ASQ Certified Quality Improvement Associate Body of Knowledge	141	(4)
B. ASQ Code of Ethics	145	(2)
C. Quality Glossary	147	(22)
D. Additional Reading	169	(6)
Index	175