The Quality Yearbook, 1999

by Cortada, James W.; Woods, John

• ISBN13: 9780070718746
• ISBN10: 0070718741
• Edition: Yearly Ed.
• Format: Hardcover
• Copyright: 1999-01-01
• Publisher: McGraw-Hill

Table of Contents

Preface	xi	(3)
Consulting Editors	xiv	(4)
Acknowledgments	xviii
PART ONE Background for Quality	1	(38)
Introduction	1	(2)
Classics in Quality	3	(15)
Fundamentals of Scientific Management	3	(11)
Frederick Winslow Taylor
The Foundation of the Theory of Constraints	14	(4)
Eliyahu M. Goldratt
Quality Perspectives	18	(21)
A Manager for the 21st Century	18	(9)
H. James Harrington
Changing Concepts and Management of Quality Worldwide	27	(8)
Armand V. Feigenbaum
Joseph Moses Juran	35	(4)
Daniel A. Wren
Ronald G. Greenwood
PART TWO Quality by Industry	39	(112)
Introduction	39	(2)
MANUFACTURING SECTOR	41	(43)
Innovative Infrastructure for Agile Manufacturers	41	(15)
John D. Kasarda
Dennis A. Rondinelli
Wyandot: From Tragedy to Triumph	56	(9)
Charles E. Morris
Reducing Defects by Designing for Manufacturability	65	(7)
Frances Compton
Integrated Enterprise Proves Key to Flexible Manufacturing	72	(8)
S. Zafar Kamal
Manufacturing Execution Systems Revisited	80	(4)
Doug Bartholomew
SERVICES SECTOR	84	(19)
Quality Determinants and Hospital Satisfaction	84	(5)
Sharon L. Oswald
Douglas E. Turner
Robin L. Snipes
Daniel Butler
Quantifying the Impact of Great Customer Service on Profitability	89	(14)
John Goodman
PUBLIC SECTOR	103	(48)
Government	103	(48)
Total Quality Management: A Selective Commentary on Its Human Dimensions, with Special Reference to Its Downside	103	(19)
Patrick E. Connor
Education	122	(29)
Values for a Quality Culture in Educational Institutions	122	(8)
Julie Horine
Why Quality Improvement in Higher Education?	130	(13)
Ralph G. Lewis
Douglas H. Smith
Does Higher Education Practice What It Teaches?	143	(8)
Gary Vazzana
Duane Bachmann
John Elfrink
PART THREE Implementing Quality	151	(508)
Introduction	151	(2)
QUALITY TRANSFORMATION	153	(257)
Planning	153	(10)
Visionary Action: Strategic Processes in Fast-Cycle Environments	153	(10)
John C. Camillus
Richard T. Sessions
Ron Webb
Leadership	163	(54)
A Little Leadership, Please?	163	(13)
Michael E. McGill
John W. Slocum, Jr.
The 47 Habits of Pretty Good Leaders	176	(5)
Peter R. Scholtes
Leadership in Quality Organizations	181	(6)
Nancy Z. Dering
Applying Emotional Intelligence in the Workplace	187	(15)
Robert K. Cooper
Leading Others through a Crisis	202	(9)
Andrew J. DuBrin
Plugging into the Power of Leadership Teams	211	(6)
Billie R. Day
Michael Moore
Cultural Transformation	217	(30)
Confronting the Paradoxes in a Total Quality Environment	217	(14)
Kenneth R. Thompson
Quality Drives Trident's Success	231	(6)
Jennifer J. Laabs
Five Conditions for High-Performance Cultures	237	(10)
W. Mathew Juechter
Caroline Fisher
Randall J. Alford
Knowledge Management	247	(33)
Knowledge Sharing at Buckman Labs	247	(8)
Robert H. Buckman
Successful Knowledge Management Projects	255	(19)
Thomas H. Davenport
David W. De Long
Michael C. Beers
Getting Smart about Knowledge Management	274	(6)
Laton McCartney
Voice of the Customer	280	(56)
Better Business--One Customer at a Time	280	(11)
Don Peppers
Martha Rogers
Is Your Satisfaction Survey Creating Dissatisfied Customers?	291	(14)
Terry Vavra
The Customer Stops Here	305	(8)
Geoffrey Brewer
What Does Your Customer Really Want?	313	(12)
Joan O. Fredericks
James M. Salter II
A Practical Path to Customer Loyalty	325	(11)
Phil Bowden
Teams and Teamwork	336	(30)
The 10 Commandments of Team Leadership	336	(4)
Kenneth E. Hultman
Conducting a Team Audit	340	(6)
Thomas R. Keen
Cherie N. Keen
How to Link Personal Values with Team Values	346	(9)
Dennis T. Jaffe
Cynthia D. Scott
Team Performance Measurement	355	(11)
Jack Zigon
Systems Thinking/Learning Organizations	366	(23)
Bringing Life to Organizational Change	366	(14)
Margaret J. Wheatley
Myron Kellner-Rogers
Transforming Supply Chains into Value Webs	380	(9)
Philip P. Andrews
Jerome Hahn
Communication	389	(15)
Strategic Stories: How 3M Is Rewritting Business Planning	389	(11)
Gordon Shaw
Robert Brown
Philip Bromiley
Pillsbury's Recipe Is Candid Talk	400	(4)
Gillian Flynn
Training	404	(6)
Effective Training: Today's Competitive Weapon	404	(6)
Susan H. Tall
Laura J. Hall
QUALITY TOOLS AND TECHNIQUES	410	(90)
Process Management	410	(90)
A Tutorial on Mistake-Proofing	410	(9)
John R. Grout
Brian T. Downs
Continuous Process Improvement the Quick Step Way	419	(10)
Bernard J. Schroer
Mel Adams
Steve Stewart
Paul J. Componation
Critical Factors of Effective Project Management	429	(10)
Svetlana J.K. Cicmil
The Process Audit: Often Ignored but Never Insignificant	439	(7)
Sudhir Bafna
In Spec and In Trouble	446	(3)
Donald J. Wheeler
Maximizing Capacity Through Integrated Problem Solving	449	(7)
John Veleris
Jeff Park
Digital Hammers and Electronic Nails: Tools of the Next Generation	456	(12)
Gregory H. Watson
Measurement	468	(32)
How Nonfinancial Performance Measures Are Used	468	(8)
Bonnie P. Stivers
Teresa Joyce Covin
Nancy Green Hall
Steven W. Smalt
Benchmarking Your Plant against TQM Best-Practices Plants	476	(12)
Hank Rogers
Activity-Based Costing	488	(12)
John L. Eggers
Charles E. Bangert Jr.
FUNCTIONAL PROCESSES	500	(124)
Product and Service Innovation	500	(5)
Rethinking R&D Can Transform a Company	500	(5)
John Teresko
Supply Chain Management	505	(34)
Enterprise-and Plant-Centric Scheduling	505	(7)
Eric Dullin
A Practical Approach to Service-Supplier Certification	512	(10)
John O. Brown
The Supply-Chain Paradox	522	(9)
John H. Sheridan
Leverage Your Vendor Relationships and Enhance Your Bottom Line	531	(8)
Jonathan D. Casher
Robert H. Metzger
Logistics	539	(6)
Material Handling: Creating Quick Paths for Change	539	(6)
Fred Fenster
Human Resources	545	(23)
Quality Professionals Cope With Changing Roles	545	(5)
Melissa Larson
The Re-enchantment of Work	550	(6)
Gail Dutton
Betting Your Bonus on Quality	556	(5)
Mellissa Larson
Building a Self-Service Culture that Works	561	(7)
Samuel Greengard
Information Technology	568	(23)
At the Crossroads of Computing and Quality	568	(9)
James W. Cortada
Making Information Technology Strategic	577	(9)
Victoria Griffith
Partnering for Technology ROI	586	(5)
Maria Behan
Finance and Accounting	591	(33)
Using ABC to Determine the Cost of Servicing Customers	591	(11)
Michael Krupnicki
Thomas Tyson
ABC: Why It's Tried and How It Succeeds	602	(11)
Kip R. Krumwiede
Aligning TOC and ABC For Silkscreen Printing	613	(11)
Sidney J. Baxendale
Mahesh Gupta
STANDARDS AND ASSESSMENTS	624	(35)
ISO 9000	624	(35)
What Do You Expect from ISO 9000: Capability, Performance, or Satisfaction?	624	(6)
George Q. Lofgren
Robert Peach
Does ISO 9000 Have an Effect on Quality Management Practices? An International Empirical Study	630	(15)
S. Subba Rao
T. S. Ragu-Nathan
Luis E. Solis
U.S. Perspective Varies on ISO 14000	645	(6)
Mary Litsikas
The Strategy of Marketing Quality: The Impact of ISO 9000	651	(3)
William A. Stimson
Becoming an ISOholic	654	(5)
Holly Ann Suzik
PART FOUR Quality References	659	(128)
Introduction	659	(2)
A Library of the Best on Performance Measurements	661	(10)
Quality Resources On-line'99	671	(27)
Directory of Magazines, Journals, and Newsletters That Cover Quality	698	(25)
Directory of Domestic and International Quality Awards	723	(39)
Quotes on Quality	762	(17)
The 1998 Malcolm Baldrige National Quality Award Recipients	779	(8)
Index	787