The Quality Yearbook 2002

by Cortada, James W.

• ISBN13: 9780071380799
• ISBN10: 0071380795
• Edition: 1st
• Format: Hardcover
• Copyright: 2002-01-01
• Publisher: MCGRAW HILL BOOK COMPANY

Summary

Completely updated for 2001, this yearbook updates quality practitioners on current standards and practices in this constantly changing field. An annual resource for professionals in quality management.

Table of Contents

Preface	ix
Acknowledgments	xii
PART ONE Background for Quality
Introduction	1	(2)
Classic in Quality
The Quality Management Maturity Grid	3	(11)
Philip B. Crosby
Quality Perspectives
A Ticket to Ride	14	(12)
Kristine Ellis
Quality---Why Do Organisations Still Continue to Get It Wrong?	26	(12)
B. G. Dale
A. van der Wiele
A.R.T. Williams
Factors Related to Employee Perception of Their Leaders' Commitment to Implement Continuous Quality Improvement	38	(17)
Lee Jones
PART TWO Quality by Industry
Introduction	55	(2)
Manufacturing
The Counterintuitive Principles of the Toyota Production System	57	(10)
Robert W. Hall
Building Blocks for Capital Projects	67	(7)
Rohan Hoare
Gerhard Seiler
Performance Support on the Shop Floor	74	(11)
Jryki J.J. Kasvi
Matti Vartiainen
Improving Production Line Performance	85	(11)
Michael Umble
Van Gray
Elisabeth Umble
Cost vs. Quality	96	(7)
Doug Bartholomew
High-Performance Partnering by Self-Managed Teams in Manufacturing	103	(13)
Joe Singer
Steve Duvall
Services
The Effects of Satisfaction and Loyality on Profits and Growth: Products Versus Services	116	(14)
Bo Edvardsson
Michael D. Johnson
Anders Gustafsson
Tore Strandvik
Managing Customer Expectations in Professional Services	130	(21)
Jukka Ojasalo
Customer Relationship Management Is Not an Option	151	(24)
Kristin Anderson
Carol Kerr
PART THREE Implementing Quality
Introduction	175
Quality Transformation
Planning/Strategy
Your Company Does Not Exist	163	(8)
Don Yates
Mark Davis
Intellectual Capital Analysis as a Strategic Tool	171	(11)
Goran Roos
Alan Bainbridge
Kristine Jacobsen
Leadership
Become a Better Leader	182	(3)
Kennard T. Wing
Leadership DNA: The Ford Motor Story	185	(11)
Stewart D. Friedman
Developing Leaders: How Winning Companies Keep on Winning	196	(17)
Robert M. Fulmer
Philip A. Gibbs
Marshall Goldsmith
Cultural Transformation
Rethinking Empowerment: Why Is It So Hard to Achieve?	213	(18)
W. Alan Randolph
Lessons Learned from Innovative Organizations	231	(4)
Robin Cook
Knowledge Management
Creating a Knowledge Culture	235	(9)
Susanne Hauschild
Thomas Licht
Wolfram Stein
Managing Customer Knowledge	244	(5)
Eric Lesser
David Mundel
Charles Wiecha
The Accidental Knowledge Manager	249	(40)
Peter Dorfman
Informediaries: For Knowledge, Look Within	256	(6)
Daniel Costello
Voice of the Customer
How to Implement a Customer Satisfaction Program	262	(18)
Earl Naumann
Donald W. Jackson Jr.
Mark S. Rosenbaum
Building a Solutions-Based Organization	280	(9)
Steve Sheridan
Nick Bullinger
Keeping Customer Information Safe	289	(127)
Peter Singer
Building Customer Relationships: Do Discount Cards Work?	293	(15)
Andrea McIlroy
Shirley Barnett
Teams and Teamwork
Dare to Share	308	(7)
Kristine Ellis
Looking Before You Leap: Assessing the Jump to Teams in Knowledge-Based Work	315	(14)
Rob Cross
Does Teaming Pay Off?	329	(10)
Priscilla S. Wisner
Hollace A. Feist
Learning Organizations
Focus-Pocus	339	(3)
B. Joseph Pine II
James H. Gilmore
Market Research for Quality in Small Business	342	(13)
William L. Rhey
Frank M. Gryna
Quality Tools and Techniques
Process Management
Resolving the Process Paradox	355	(15)
Robert A. Gardner
Working by the Rules	370	(8)
Emily Kay
Know What Your Gages Are Measuring	378	(5)
Gillian Babicz
Should You Outsource Your Business Processes?	383	(7)
Christine Kirk
Measurements for Business	390	(6)
Philip Stein
Improving In-Process Handling	396	(8)
Steve Parsley
Six Sigma
Six Sigma on Business Processes: Common Organizational Issues	404	(12)
Doug Sanders
Cheryl Hild
Reshaping Six Sigma at Honeywell	416	(267)
Robert Green
Six Sigma Beyond Manufacturing---a Concept for Robust Management	424	(14)
Mustafa R. Yilmaz
Sangit Chatterjee
E-Commerce
Catalyst for Collaboration	438	(5)
John Teresko
Developing Your Company's New E-Business	443	(8)
Ava S. Butler
Start Your Own Net Market	451	(5)
Anne Field
Creating a Customer-Friendly Website	456	(5)
Angelo M. Donofrio
Functional Processes
Supply Chain Management
The Value Added Information Chain	461	(17)
Susan L. Cisco
Karen V. Strong
Dock-to-Shop Is Just-in-Time	478	(7)
Maranda McBride
Sheilah Harrison
Brian Clark
Optimizing Economic Order Quantity (EOQ)	485	(9)
Dave Piasecki
Corporate Change and the Logistics Model	494	(4)
Jim Coker
Information Technology
Fast Friends: Virtuality and Social Capital	498	(13)
Eric Lesser
Joseph Cothrel
Through the Looking Glass: A Progress Report on the Enterprise Portal, The Editors of Knowledge Management Magazine	511	(11)
Finance and Accounting
Improving Financial Performance Through Benchmarking and Best Practices	522	(7)
Susan J. Leandri
Standards and Assessments
ISO 9000 and Baldrige
ISO Quality Management Principles, ISO and Quality Systems Update Editors	529	(6)
Does ISO 9000 Give a Quality Emphasis Advantage?	535	(16)
Gavin Dick
Kevin Gallimore
Jane C. Brown
Fourteen Years of ISO 9000: Impact, Criticisms, Costs, and Benefits	551	(13)
Thomas H. Stevenson
Frank C. Barnes
The State of Quality Auditing	564	(8)
Greg Hutchins
Journey to the Baldrige	572	(13)
Debbie Phillips-Donaldson
PART FOUR Quality References
Introduction	585	(2)
Directory of Quality Resource Organizations	587	(20)
Quality Resources Online 2002	607	(16)
A Quality Manager's Guide to the Internet	623	(6)
Vanessa R. Franco
Directory of Magazines, Journals, and Newsletters That Cover Quality	629	(31)
Calendar of Major Events, 2002	660	(23)
Index	683