Quality Management Demystified

by Kemp, Sid

• ISBN13: 9780071449083
• ISBN10: 0071449086
• Edition: 1st
• Format: Paperback
• Copyright: 2006-01-02
• Publisher: McGraw Hill

Summary

Get past the hype to discover what quality management programs really work Quality Management Demystified provides the basic terms, concepts, and tools for defining, measuring, and managing quality, from the earliest efforts at quality assurance and quality control, through Total Quality Management, to the rise and possible fall of Six Sigma.

Author Biography

Sid Kemp, PMP (San Antonio, TX) is a certified project management professional, author, consultant, and trainer. His company, Quality Technology & Instruction, assists Fortune 500 companies and major governmental agencies in quality management, process improvement for project management and operations, improvement of audit methodologies, and deploying new technologies. Sid is the author of Project Management Demystified, which just published in late April.

Table of Contents

Preface	xiii
PART ONE: MANAGING QUALITY
Quality Throughout History	3	(18)
Quality Across All Cultures	4	(1)
The Facets of Quality	5	(2)
Quality in Art and Engineering	7	(4)
Quality Before Business	11	(4)
Ancient Quality---Maintaining, But Rarely Improving	15	(2)
Conclusion: Quality All Around the World	17	(1)
Q-Ball Quiz	18	(3)
The Development of Quality Management	21	(20)
Key Ideas	22	(2)
Smeaton and Scientific Engineering	24	(1)
Industrial Standardization in the 1800s	25	(3)
Taylor Introduces Scientific Management	28	(3)
The Split After Taylor	31	(1)
Stewhart's Scientific Management	32	(2)
Deming and Total Quality Management	34	(1)
Quality in North America, 1920--1980	34	(3)
Conclusion: From Scientific Method to Quality Management	37	(1)
Q-Ball Quiz	38	(3)
Defining Quality	41	(16)
Tying Together Many Ideas of Quality	42	(3)
Pulling It All Together: The Practical Perspective	45	(4)
Achieving Quality: Managing Error	49	(4)
Our Case Study: The Hand-and-Cheese Sandwich Defined	53	(2)
Conclusion: Making Quality Real	55	(1)
Q-Ball Quiz	55	(2)
Quality for the Customer	57	(12)
Quality for the Customer	58	(3)
The Customer/Quality Divorce	61	(3)
The Voice of the Customer	64	(1)
Q-Ball Quiz	65	(4)
PART TWO: QUALITY ESSENTIALS
Key Quality Concepts	69	(22)
Requirements and Standrds	69	(1)
Defining Requirements	70	(7)
Checking	77	(4)
Using the Information from Checking	81	(2)
Quality Management as Error Management	83	(3)
Why Errors Matter: A Systems Perspective	86	(2)
Conclusion: Understand, Then Improve	88	(1)
Q-Ball Quiz	88	(3)
Defining, Planning for, Controlling, Assuring, and Delivering Quality	91	(14)
Quality: A Business Perspective	92	(1)
Quality: A Process Flow Perspective	93	(2)
Defining Quality: Requirements Elicitation	95	(1)
Planning for Quality	96	(2)
Checking: Quality Control and Inspection	98	(2)
Quality Assurance	100	(1)
Delivering Quality: Customer Delight	101	(2)
Conclusion: Quality from Beginning to End	103	(1)
Q-Ball Quiz	103	(2)
Leading a Quality Team	105	(10)
Leading Your Team to Quality	105	(3)
Quality and Job Definition	108	(2)
Focus on Quality	110	(3)
Conclusion: The Quality Team and the Soft Side of Quality	113	(1)
Q-Ball Quiz	113	(2)
Quality Engineering	115	(12)
Definable Quality	116	(1)
End-to-End Quality	117	(5)
Leading Quality Engineering Efforts	122	(1)
Automation, Robotics, and Quality	123	(1)
Conclusion: Engineering for Continuous Improvement	124	(1)
Q-Ball Quiz	124	(3)
Auditing Quality	127	(12)
Adding Value and Managing Risk	129	(1)
Auditing Standards and Methods	130	(4)
Auditing to Quality Standards	134	(2)
Conclusion: Adding Value Through Auditing	136	(3)
Q-Ball Quiz	136	(3)
Statistics for Quality	139	(38)
When Statistics Doesn't Apply	140	(3)
Key Statistical Concepts	143	(7)
Summary of Statistical Techniques for Quality Management	150	(8)
The Statistical Quality Team	158	(1)
Conclusion: Statistics Enhance Quality	159	(1)
Q-Ball Quiz	160	(1)
Mid-Term Exam	161	(16)
PART THREE: QUALITY MOVEMENTS
Total Quality Management	177	(14)
Quality Management Before TQM	178	(1)
The Core of TQM	179	(5)
Deming's 14 Points---A Framework for Quality Management	184	(4)
Is TQM a Total Solution?	188	(1)
Conclusion: TQM---First Among Many	189	(1)
Q-Ball Quiz	190	(1)
Quality Standards---ISO 9000 and More	191	(14)
ISO 9000	192	(8)
Other Awards, Standards, and Associations	200	(3)
Conclusion: Does Certification Improve Quality?	203	(1)
Q-Ball Quiz	203	(2)
Six Sigma	205	(14)
A History of Six Sigma	205	(3)
Variations on Six Sigma	208	(1)
Six Sigma Simplified	209	(3)
Six Sigma Measurement	212	(3)
Evaluating Six Sigma	215	(1)
Conclusion: The Six Sigma Breakthrough Strategy	216	(1)
Q-Ball Quiz	217	(2)
The Cost of Quality	219	(10)
Life Cycles and Total Cost Models	220	(2)
Philip Crosby	222	(2)
The Cost of Quality in Any Company---Including Yours	224	(1)
Conclusion: Counting the Cost of Quality	225	(1)
Q-Ball Quiz	226	(3)
The Capability for Quality: CMM and CMMI	229	(18)
The History of CMMI	230	(14)
CMMI Around the World	244	(1)
Conclusion: Evaluate Your Own Maturity	244	(1)
Q-Ball Quiz	245	(2)
Steady Improvement in Japan: Gemba Kaizen for Lean (JIT) Manufacturing	247	(18)
Kaizen: The Japanese Contribution to TQM	251	(4)
Gemba Kaizen	255	(1)
Just in Time (JIT)---Lean Manufacturing	256	(2)
Conclusion: Lasting Evolution	258	(3)
Q-Ball Quiz	261	(4)
PART FOUR: PRACTICAL QUALITY MANAGEMENT
Challenges and Leadership	265	(12)
Solving a Problem That's Already Solved	266	(1)
Barriers and Challenges	266	(3)
Critical Success Factors	269	(1)
A Quality Improvement Program	270	(2)
Quality Management Self-Evaluation	272	(1)
Quality Management for Managers and Workers	273	(1)
Conclusion: Quality---A Complete and Lasting Solution	273	(1)
Q-Ball Quiz	274	(3)
Practical Quality for Projects and Programs	277	(12)
Quality Processes for Projects	280	(2)
Quality Integrated into Other Knowledge Areas	282	(3)
Quality Management for Projects at the Business and Technical Levels	285	(1)
Quality Management for Programs and Portfolios	286	(1)
Conclusion: Quality Management for Project Success	287	(1)
Q-Ball Quiz	288	(1)
Global Quality in the 21st Century	289	(10)
Quality In and Out of the Closet	291	(1)
From National Dominance to National Servant Leadership	292	(2)
Consumers, Customers, Employees, and People	294	(2)
Quality and Global Society	296	(1)
Creating Sustainable, Growing Quality	297	(1)
Conclusion: Quality and Our Future	298	(1)
Final Exam	299	(20)
Answers to Quiz, Mid-Term Exam, and Final Exam Questions	319	(6)
List of Acronyms and Glossary	325	(12)
Resources for Learning	337	(4)
Index	341