Quality Management : Introduction to Total Quality Management for Production, Processing, and Services

by Goetsch, David L.; Davis, Stanley B.

• ISBN13: 9780130933874
• ISBN10: 0130933872
• Edition: 4th
• Format: Hardcover
• Copyright: 2003-01-01
• Publisher: Prentice Hall

Summary

This direct, straightforward book provides readers with material that focuses on making the theories and principles of total quality practical and useful. It covers all of the elements of total quality, including several that receive little or no attention in other total quality books. Practitioners in a corporate setting will find it a valuable guide in helping them understand and implement total quality. Topics which are covered include Quality and Global Competitiveness, Strategic Management: Planning and Execution, Quality Management and Ethics, and Communication and Interpersonal Relations. For settings in which people want to learn to be effective agents of the total quality approach, or are attempting to implement total quality.

Table of Contents

PART ONE Philosophy and Concepts	1	(520)
The Total Quality Approach to Quality Management	3	(38)
What Is Quality?	3	(3)
The Total Quality Approach Defined	6	(4)
Two Views of Quality	10	(1)
Key Elements of Total Quality	11	(6)
Total Quality Pioneers	17	(8)
Why Total Quality Efforts Succeed	25	(2)
Six Sigma Concept	27	(2)
How Is Six Sigma Achieved?	29	(3)
The Future of Quality Management	32	(1)
Summary	33	(1)
Key Terms and Concepts	34	(1)
Factual Review Questions	35	(1)
Critical Thinking Activity	35	(1)
Discussion Assignments	35	(5)
Endnotes	40	(1)
Quality and Global Competitiveness	41	(55)
The Relationship Between Quality and Competitiveness	42	(1)
Costs of Poor Quality	42	(3)
Competitiveness and the U.S. Economy	45	(2)
Factors Inhibiting Competitiveness	47	(8)
Comparisons of International Competitors	55	(8)
Technology and Competitiveness	63	(9)
Human Resources and Competitiveness	72	(3)
Characteristics of World-Class Organizations	75	(2)
E-Commerce, Information, Quality, and Competitiveness	77	(2)
Management by Accounting: Antithesis of Total Quality	79	(1)
Key Global Trends	80	(2)
U. S. Companies: Global Strengths and Weaknesses	82	(3)
Summary	85	(1)
Key Terms and Concepts	86	(1)
Factual Review Questions	86	(1)
Critical Thinking Activity	87	(1)
Discussion Assignments	88	(6)
Endnotes	94	(2)
Strategic Management: Planning and Execution	96	(33)
What Is Strategic Management?	97	(1)
Components of Strategic Management	97	(1)
Strategic Planning Overview	98	(1)
Creative Thinking in Strategic Planning	98	(2)
Conducting the SWOT Analysis	100	(2)
Developing the Vision	102	(3)
Developing the Mission	105	(1)
Developing the Guiding Principles	106	(2)
Developing Broad Strategic Objectives	108	(4)
Developing Specific Tactics (Action Plan)	112	(4)
Executing the Strategic Plan	116	(3)
Strategic Planning in Action; A ``Real-World Case''	119	(5)
Revolutionary Thinking in Strategic Planning	124	(2)
Summary	126	(1)
Key Terms and Concepts	127	(1)
Factual Review Questions	127	(1)
Critical Thinking Activity	128	(1)
Endnotes	128	(1)
Quality Management and Ethics	129	(31)
Ethics Defined	130	(3)
Trust and Total Quality	133	(2)
Values and Total Quality	135	(1)
Integrity and Total Quality	136	(1)
Responsibility and Total Quality	137	(1)
Manager's Role in Ethics	138	(3)
Organization's Role in Ethics	141	(2)
Handling Ethical Dilemmas	143	(1)
Ethics Training and Codes of Business Conduct	143	(2)
Models for Making Ethical Decisions	145	(2)
Beliefs Versus Behavior: Why the Disparity?	147	(3)
Ethical Dilemmas: Cases	150	(3)
Summary	153	(1)
Key Terms and Concepts	154	(1)
Factual Review Questions	155	(1)
Critical Thinking Activity	155	(1)
Discussion Assignments	156	(3)
Endnotes	159	(1)
Partnering and Strategic Alliances	160	(28)
Partnering/Strategic Alliances	160	(7)
Innovative Alliances and Partnerships	167	(1)
Internal Partnering	167	(3)
Partnering with Suppliers	170	(4)
Partnering with Customers	174	(1)
Partnering With Potential Competitors	174	(7)
Global Partnering	181	(1)
Education and Business Partnerships	181	(1)
Summary	182	(1)
Key Terms and Concepts	183	(1)
Factual Review Questions	183	(1)
Critical Thinking Activity	183	(1)
Discussion Assignments	184	(3)
Endnotes	187	(1)
Quality Culture	188	(26)
Understanding What a Quality Culture Is	188	(3)
Quality Culture Versus Traditional Culture	191	(2)
Activating Cultural Change	193	(1)
Changing Leaders to Activate Change	194	(1)
Laying the Groundwork for A Quality Culture	195	(1)
Learning What A Quality Culture Looks Like	195	(3)
Countering Resistance to Cultural Change	198	(5)
Establishing A Quality Culture	203	(5)
Maintaining A Quality Culture	208	(1)
Summary	209	(1)
Key Terms and Concepts	210	(1)
Factual Review Questions	210	(1)
Critical Thinking Activity	211	(1)
Discussion Assignments	211	(2)
Endnotes	213	(1)
Customer Satisfaction and Retention	214	(27)
Understanding Who Is a Customer	215	(1)
Understanding Customer-Defined Quality	216	(1)
Identifying External Customer Needs	217	(4)
Identifying Internal Customer Needs	221	(1)
Communicating With Customers	222	(2)
Instituting Quality Function Deployment	224	(1)
Customer Satisfaction Process	224	(1)
Customer-Defined Value	225	(2)
Customer Value Analysis	227	(1)
Customer Retention	228	(3)
Establishing A Customer Focus	231	(2)
Recognizing the Customer-Driven Organization	233	(1)
Value Perception and Customer Loyalty	234	(1)
Guaspari on Customer Satisfaction	234	(1)
Summary	235	(1)
Key Terms and Concepts	236	(1)
Factual Review Questions	236	(1)
Critical Thinking Activity	236	(1)
Discussion Assignments	237	(2)
Endnotes	239	(2)
Employee Empowerment	241	(45)
Employee Empowerment Defined	241	(3)
Rationale for Empowerment	244	(2)
Inhibitors of Empowerment	246	(6)
Management's Role in Empowerment	252	(1)
Implementing Empowerment	253	(8)
Management's Role in Suggestion Systems	261	(1)
Improving Suggestion Systems	262	(5)
Evaluating Suggestions	267	(5)
Handling Poor Suggestions	272	(1)
Achieving Full Participation	272	(3)
How to Recognize Empowered Employees	275	(1)
Avoiding Empowerment Traps	276	(1)
Beyond Empowerment to Enlistment	277	(2)
Summary	279	(1)
Key Terms and Concepts	280	(1)
Factual Review Questions	280	(1)
Critical Thinking Activity	281	(1)
Discussion Assignments	281	(3)
Endnotes	284	(2)
Leadership and Change	286	(45)
Leadership Defined	287	(5)
Leadership for Quality	292	(3)
Leadership Skills: Inherited Or Learned?	295	(1)
Leadership, Motivation, and Inspiration	295	(2)
Leadership Styles	297	(2)
Leadership Style in A Total Quality Setting	299	(1)
Building and Maintaining A Following	300	(4)
Leadership Versus Management	304	(1)
Leadership and Ethics	305	(1)
Leadership and Change	306	(2)
Employees and Managers on Change	308	(1)
Restructuring and Change	308	(2)
How to Lead Chance	310	(6)
Lessons From Distinguished Leaders	316	(7)
Servant Leadership and Stewardship	323	(2)
Summary	325	(1)
Key Terms and Concepts	326	(1)
Factual Review Questions	326	(1)
Critical Thinking Activity	327	(1)
Discussion Assignments	328	(1)
Endnotes	329	(2)
Team Building and Teamwork	331
Overview of Team Building and Teamwork	331	(7)
Building Teams and Making Them Work	338	(5)
Four-Step Approach to Team Building	343	(5)
Character Traits and Teamwork	348	(2)
Terms are Not Used-They are Coached	350	(3)
Handling Conflict in Teams	353	(3)
Structural Inhibitors of Teamwork	356	(1)
Rewarding Team and Individual Performance	357	(3)
Recognizing Teamwork and Team Players	360	(1)
Summary	360	(1)
Key Terms and Concepts	361	(1)
Factual Review Questions	362	(1)
Critical Thinking Activity	362	(1)
Discussion Assignments	362	(1)
Endnotes	363
Communication and Interpersonal Relations	34	(369)
Defining Communication	365	(2)
Understanding the Role of Communication in Total Quality	367	(2)
Understanding Communication As A Process	369	(1)
Recognizing Inhibitors of Communication	370	(2)
Establishing A Conducive Communication Climate	372	(1)
Communicating By Listening	373	(8)
Understanding Nonverbal Communication Factors	381	(2)
Communicating Verbally	383	(3)
Communicating in Writing	386	(4)
Communicating Corrective Feedback	390	(1)
Improving Communication	391	(2)
Developing Interpersonal Skills	393	(4)
Personality and Communication	397	(1)
Summary	398	(1)
Key Terms and Concepts	399	(1)
Factual Review Questions	400	(1)
Critical Thinking Activity	401	(1)
Discussion Assignments	401	(1)
Endnotes	401	(2)
Education and Training	403	(58)
Overview of Education, Training, and Learning	403	(8)
Rationale for Training	411	(5)
Training Needs Assessment	416	(4)
Providing Training	420	(5)
Evaluating Training	425	(1)
Managers as Trainers and Trainees	426	(11)
Workforce Literacy	437	(2)
Improving Learning	439	(2)
Why Training Sometimes Fails	441	(1)
Quality Training Curriculum	442	(2)
Orientation Training	444	(3)
Customer Training	447	(1)
Ethics Training	448	(2)
Summary	450	(1)
Key Terms and Concepts	451	(1)
Factual Review Questions	452	(1)
Critical Thinking Activity	453	(1)
Discussion Assignments	454	(5)
Endnotes	459	(2)
Overcoming Politics, Negativity, and Conflict in the Workplace	461	(45)
Internal Politics Defined	462	(2)
Power and Politics	464	(1)
Organizational Structure and Internal Politics	465	(4)
Internal Politics in Action	469	(4)
Internal Politicians and Their Methods	473	(7)
Impact of Internal Politics on Quality	480	(3)
Controlling Internal Politics in Organizations	483	(9)
Overcoming Negativity in Organizations	492	(2)
Overcoming Territorial Behavior in Organizations	494	(2)
Managing Conflict in Organizations	496	(5)
Summary	501	(1)
Key Terms and Concepts	502	(1)
Factual Review Questions	503	(1)
Critical Thinking Activity	503	(1)
Discussion Assignments	504	(1)
Endnotes	505	(1)
ISO 9000 and Total Quality: the Relationship	506	(15)
ISO 9000: What It Is	506	(3)
The ISO 9000 Quality Management System: A Definition	509	(2)
Comparative Scope of ISO 9000 and Total Quality Management	511	(3)
The Origin of ISO 9000	514	(1)
Aims of ISO 9000 and Total Quality Management	515	(1)
Management Motivation for Registration to ISO 9000	515	(1)
Compatibility of ISO 9000 and Total Quality Management	516	(1)
Movement from ISO 9000 to TQM and Vice Versa	517	(1)
ISO 9000 as an Entry into Total Quality Management	517	(1)
Summary	518	(1)
Key Terms and Concepts	519	(1)
Factual Review Questions	519	(1)
Critical Thinking Activity	519	(1)
Discussion Assignment	519	(1)
Endnotes	520	(1)
PART TWO Tools and Techniques	521	(317)
Overview of Total Quality Tools	522	(52)
Total Quality Tools Defined	523	(1)
The Pareto Chart	523	(4)
Cause-and-Effect Diagrams	527	(5)
Check Sheets	532	(5)
Histograms	537	(12)
Scatter Diagrams	549	(3)
Run Charts and Control Charts	552	(2)
Stratification	554	(5)
Some Other Tools Introduced	559	(5)
Management's Role in Tool Deployment	564	(3)
Summary	567	(1)
Key Terms and Concepts	568	(1)
Factual Review Questions	568	(1)
Critical Thinking Activities	569	(3)
Discussion Assignment	572	(1)
Endnotes	573	(1)
Problem Solving and Decision Making	574	(33)
Problem Solving for Total Quality	575	(1)
Solving and Preventing Problems	576	(11)
Problem-Solving and Decision-Making Tools	587	(1)
Decision Making for Total Quality	587	(2)
The Decision-Making Process	589	(2)
Objective Versus Subjective Decision Making	591	(1)
Scientific Decision Making and Problem Solving	592	(3)
Employee Involvement in Decision Making	595	(1)
Role of Information in Decision Making	596	(2)
Using Management Information Systems (MIS)	598	(1)
Creativity in Decision Making	599	(2)
Summary	601	(1)
Key Terms and Concepts	602	(1)
Factual Review Questions	602	(1)
Critical Thinking Activity	603	(1)
Discussion Assignments	604	(1)
Endnotes	605	(2)
Quality Function Deployment (QFD)	607	(22)
What Is QFD?	607	(4)
Benefits of QFD	611	(2)
Customer Information: Feedback and Input	613	(4)
QFD Tools	617	(4)
Implementing QFD	621	(5)
Summary	626	(1)
Key Terms and Concepts	627	(1)
Factual Review Questions	627	(1)
Critical Thinking Activity	628	(1)
Discussion Assignment	628	(1)
Endnotes	628	(1)
Optimizing and Controlling Processes Through Statistical Process Control (SPC)	629	(49)
Statistical Process Control Defined	630	(1)
Rationale for SPC	631	(7)
Control Chart Development	638	(15)
Management's Role in SPC	653	(2)
Role of the Total Quality Tools	655	(1)
Authority over Processes and Production	656	(1)
Implementation and Deployment of SPC	657	(8)
Inhibitors of SPC	665	(4)
Summary	669	(1)
Key Terms and Concepts	669	(1)
Factual Review Questions	670	(1)
Critical Thinking Activity	670	(1)
Discussion Assignments	671	(6)
Endnotes	677	(1)
Continual Improvement	678	(33)
Rationale for Continual Improvement	678	(1)
Management's Role in Continual Improvement	679	(1)
Essential Improvement Activities	680	(1)
Structure for Quality Improvement	681	(1)
The Scientific Approach	682	(3)
Identification of Improvement Needs	685	(1)
Development of Improvement Plans	686	(1)
Common Improvement Strategies	687	(3)
Additional Improvement Strategies	690	(4)
The Kaizen Approach	694	(5)
Goldratt's Theory of Constraints	699	(2)
The CEDAC Approach	701	(5)
Summary	706	(1)
Key Terms and Concepts	707	(1)
Factual Review Questions	708	(1)
Critical Thinking Activity	708	(1)
Discussion Assignment	709	(1)
Endnotes	709	(2)
Benchmarking	711	(27)
Benchmarking Defined	712	(2)
Rationale for Benchmarking	714	(2)
Benchmarking Approach and Process	716	(6)
Benchmarking Versus Reengineering	722	(2)
Role of Management in Benchmarking	724	(2)
Prerequisites to Benchmarking	726	(2)
Obstacles to Successful Benchmarking	728	(2)
Benchmarking Resources	730	(1)
Selection of Processes Functions to Benchmark	731	(1)
Acting on the Benchmark Data	731	(1)
Perpetual Benchmarking	732	(1)
Summary	732	(1)
Key Terms and Concepts	733	(1)
Factual Review Questions	733	(1)
Critical Thinking Activity	733	(4)
Discussion Assignments	737	(1)
Endnotes	737	(1)
Just-In-Time Manufacturing (JIT)	738	(53)
Just-in-Time Defined	738	(3)
Rationale for JIT	741	(3)
Development of JIT	744	(6)
Relationship of JIT to Total Quality and World-Class Manufacturing	750	(2)
Benefits of JIT	752	(12)
Requirements of JIT	764	(20)
Automation and JIT	784	(1)
Summary	785	(1)
Key Terms and Concepts	786	(1)
Factual Review Questions	786	(1)
Critical Thinking Activities	787	(1)
Discussion Assignments	788	(2)
Endnotes	790	(1)
Implementing Total Quality Management	791	(47)
Rationale for Change	793	(3)
Requirements for Implementation	796	(12)
Role of Top Management: Leadership	808	(3)
Role of Middle Management	811	(2)
Viewpoints of Those Involved	813	(1)
Implementation Variation Among Organizations	814	(4)
Implementation Approaches-To Be Avoided	818	(2)
An Implementation Approach That Works	820	(6)
Getting on with It	826	(1)
What to Do in the Absence of Commitment from the Top	827	(2)
Implementation Strategies: ISO 9000 and Baldrige	829	(3)
Summary	832	(1)
Key Terms and Concepts	833	(1)
Factual Review Questions	833	(1)
Critical Thinking Activity	834	(2)
Discussion Assignment	836	(1)
Endnotes	837	(1)
Appendix Manufacturing Networks in the United States	838	(5)
Index	843

Excerpts

BACKGROUND At one time in history, Great Britain was the world's leader in commerce and industry. Eventually, the United States emerged as a major friendly competitor. Then, following World War II, the United States took over as the undisputed world leader of commerce and industry. During these postwar years, while the United States was enjoying unparalleled prosperity, Japan and Germany were rebuilding from the ashes of the war. With a great deal of help from the United States, Japan was able to rebound and during the 1970s began to challenge the United States in such key manufacturing sectors as automobiles, computers, and consumer electronics. By 1980 Japan had emerged as a world-class competitor and a global leader in selected areas of commerce and industry. German industry had also reemerged by this time. As a result, the United States found itself losing market share in economic sectors it had dominated (and taken for granted) for decades. At first, industrialists in the United States turned their backs on the lesson their counterparts in Japan, Germany, and other leading industrialized countries had learned. This lesson was that the key to competing in the international marketplace was to simultaneously improve both quality and productivity on a continual basis. However, as more and more market share slipped away, the message started to sink in to the United States. This belated awareness gave rise to a quality movement that began to take hold. Its progress was slow at first. However, an approach to doing business known as the total quality approach to quality management has caught on and is now widely practiced. The total quality philosophy is an approach to doing business that focuses all of the resources of an organization on the continual and simultaneous improvement of both quality and productivity. The purpose of the total quality approach is to continually improve the organization's performance and, in turn, competitiveness. WHY WAS THIS BOOK WRITTEN, AND FOR WHOM This book was written in response to the need for a practical teaching resource that encompasses all of the various elements of the total quality approach and pulls them together in a coherent format that allows the reader to understand both the big picture and the specific details of total quality. It is intended for use in universities, colleges, community colleges, corporate environments, and any other settings in which people want to learn to be effective agents of the total quality approach or are attempting to implement total quality. Students enrolled in technology, engineering, or management programs will find this book both valuable and easy to use. Practitioners in corporate settings will find it a valuable guide in helping them understand and implement total quality. The direct, straightforward presentation of material focuses on making the theories and principles of total quality practical and useful in a real-world setting. Up-to-date research has been integrated throughout in a down-to-earth manner. ORGANIZATION OF THIS BOOK The text consists of 22 chapters. A standard format is used throughout the book. Each chapter begins with a list of its major topics and ends with a comprehensive summary. Following the summary, each chapter contains end material consisting of key terms and concepts, factual review questions, a critical thinking activity, discussion assignments, and endnotes. The endnotes provide readers with comprehensive lists of additional reading and research material that can be pursued at the discretion of the student and/or the instructor. The other end material is provided to encourage review, stimulate additional thought, promote discussion, and facilitate additional research. HOW THIS BOOK DIFFERS FROM OTHERS Most books on the market deal with one of the several elements of total quality, such as teamwork, just-in-time manufacturing, scientific measurement