Total Quality Management Blueprint

by Dale, Barrie G.; Bunney, Heather

• ISBN13: 9780631195771
• ISBN10: 0631195777
• Edition: 1st
• Format: Paperback
• Copyright: 1999-10-25
• Publisher: Wiley-Blackwell

Summary

This practical text provides an up-to-date guide to the introduction, development and advancement of TQM. Unlike other texts it combines theory, practice and empirical research to explore the key issues and concepts relevant to both students and practising managers.

Author Biography

Barrie G. Dale is United Utilities Professor of Total Quality Management and Director of the UMIST Quality Management Centre, Manchester

Table of Contents

List of figures	ix
List of tables	xi
Preface	xiii
Glossary of terms	xv
Total Quality Management: an introduction	1	(42)
Introduction	1	(1)
What is quality?	1	(14)
Why is quality important?	15	(10)
The evolution of quality management	25	(4)
Prevention versus detection	29	(3)
The key elements of Total Quality Management	32	(4)
What are the benefits of Total Quality Management?	36	(4)
Summary	40	(1)
References	40	(3)
The received wisdom on Total Quality Management	43	(15)
Introduction	43	(1)
Crosby	43	(2)
Deming	45	(2)
Feigenbaum	47	(2)
Juran	49	(1)
Imai	50	(1)
Ishikawa	51	(1)
Shingo	52	(1)
Taguchi	53	(2)
Japanese style TQC	55	(1)
Summary	56	(1)
References	56	(2)
The role of managment in Total Quality Management	58	(18)
Introduction	58	(1)
Why senior executives should become involved in TQM	58	(5)
What senior executives need to know about TQM	63	(4)
What senior executives need to do about TQM	67	(6)
The role of middle management	73	(1)
The role of first-line management	74	(1)
Summary	75	(1)
References	75	(1)
Business Process Management	76	(25)
Introduction	76	(2)
Process management methodology	78	(2)
Process ownership	80	(1)
Stategic process thinking	81	(2)
Definition and categorization	83	(3)
Collection	86	(4)
Type of costs	90	(3)
Reporting	93	(2)
Uses	95	(2)
Summary	97	(2)
References	99	(1)
Acknowledgements	100	(1)
Quality management systems	101	(30)
Introduction	101	(1)
What is quality assurance?	101	(1)
What is quality system?	102	(1)
The development of quality system standards	103	(6)
The ISO 9000 series of standards: an overview	109	(8)
Implementation guidelines for the ISO 9000 series	117	(3)
Quality system assessment and registration	120	(2)
Benefits and limitations of the ISO 9000 series	122	(5)
Summary	127	(1)
References	128	(3)
Quality management tools and techniques	131	(48)
Introduction	131	(1)
Benchmarking	132	(2)
Checklists	134	(1)
Departmental Purpose Analysis (DPA)	134	(2)
Design of experiments	136	(5)
Failure Mode and Effects Analysis (FMEA)	141	(5)
Flow charts	146	(2)
Mistake proofing	148	(1)
Quality Function Deployment (QFD)	149	(4)
Seven quality control tools	153	(8)
Control charts	161	(1)
Seven management or planning tools	161	(8)
Statistical Process Control	169	(7)
Summary	176	(1)
References	177	(2)
Teams and teamwork	179	(24)
Introduction	179	(1)
The role of teams in continuous improvement	180	(1)
Types of teams	181	(7)
Differences between teams	188	(2)
Commonalities between teams	190	(3)
Evalution of teams	193	(4)
Team competition	197	(2)
Guidelines for developing effective teams	199	(2)
Summary	201	(1)
References	201	(2)
Assessment of progress	203	(26)
Introduction	203	(2)
Award models	205	(9)
The self-assessment process	214	(11)
Summary	225	(2)
References	227	(1)
Acknowledgements	228	(1)
The introduction of Total Quality Management	229	(34)
Introduction	229	(1)
The need for change	229	(3)
Approaches to Total Quality Management	232	(8)
Training for quality	240	(20)
Summary	260	(1)
References	261	(1)
Acknowledgements	262	(1)
Total Quality Management: summary	263	(9)
Introduction	263	(1)
The present	263	(4)
The future	267	(3)
References	270	(1)
Acknowledgements	271	(1)
Index	272