{"product_id":"essentials-of-quality-with-cases-and-experiential-exercises-isbn-9780470509593","title":"Essentials of Quality with Cases and Experiential Exercises","description":"Thoroughly tested and used by students and proven to help students taking the American Society for Quality’s Certified Quality Improvement Associate exam, \u003ci\u003eEssentials of Quality\u003c\/i\u003e is highly accessible, experiential, and unique in its coverage of current quality management topics, from creative and innovative improvements and approaches to today’s economic environment to ways of developing metrics for measuring and evaluating programs. With non-academic, reader-friendly writing, the text features many chapter exercise and cases that provide students with hands-on experience. \u003cp\u003ePreface xi\u003c\/p\u003e \u003cp\u003eAcknowledgments xv\u003c\/p\u003e \u003cp\u003eAbout the Author xix\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSECTION I QUALITY BASICS 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Introduction to Quality 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 3\u003c\/p\u003e \u003cp\u003eWhy Study Quality? 4\u003c\/p\u003e \u003cp\u003eHistory of Quality 4\u003c\/p\u003e \u003cp\u003eThe Definition of Quality 4\u003c\/p\u003e \u003cp\u003eModern Definitions of Quality 5\u003c\/p\u003e \u003cp\u003eProduct Quality 7\u003c\/p\u003e \u003cp\u003eService Quality 8\u003c\/p\u003e \u003cp\u003eDifferent Approaches to Defining Quality 9\u003c\/p\u003e \u003cp\u003eFive Approaches to Defining Quality 10\u003c\/p\u003e \u003cp\u003eMajor Contributors to Our Understanding of Quality 11\u003c\/p\u003e \u003cp\u003eSummary 19\u003c\/p\u003e \u003cp\u003eQuality Definitions 20\u003c\/p\u003e \u003cp\u003eDiscussion Questions 20\u003c\/p\u003e \u003cp\u003eCase Study 1.1: The Battle of the Gurus 21\u003c\/p\u003e \u003cp\u003eExercises and Activities 22\u003c\/p\u003e \u003cp\u003eSupplementary Readings 23\u003c\/p\u003e \u003cp\u003eReferences 23\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Strategic Quality Management and Operationalizing Quality 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 25\u003c\/p\u003e \u003cp\u003eStrategic Quality Management 26\u003c\/p\u003e \u003cp\u003eThe Strategic Planning Process 28\u003c\/p\u003e \u003cp\u003eStrategic Deployment 31\u003c\/p\u003e \u003cp\u003eEvaluation and Control 31\u003c\/p\u003e \u003cp\u003eApproaches to Monitoring Progress toward Strategic Goals 33\u003c\/p\u003e \u003cp\u003eDimensions, Measures, and Metrics 34\u003c\/p\u003e \u003cp\u003eMethods of Obtaining Input from Customers 39\u003c\/p\u003e \u003cp\u003eFocus Groups 40\u003c\/p\u003e \u003cp\u003eSurveys 42\u003c\/p\u003e \u003cp\u003eFocus Groups and Surveys in Combination 43\u003c\/p\u003e \u003cp\u003eSummary 43\u003c\/p\u003e \u003cp\u003eDiscussion Questions 43\u003c\/p\u003e \u003cp\u003eProblems 44\u003c\/p\u003e \u003cp\u003eCase Study 2.1: Second National Bank 47\u003c\/p\u003e \u003cp\u003eExercises and Activities 48\u003c\/p\u003e \u003cp\u003eSupplementary Readings 49\u003c\/p\u003e \u003cp\u003eReferences 49\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSECTION II QUALITY OF DESIGN 51\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Designing Quality into Products and Services 53\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 53\u003c\/p\u003e \u003cp\u003eThe Seven Management Tools 54\u003c\/p\u003e \u003cp\u003eQuality Function Deployment 57\u003c\/p\u003e \u003cp\u003eDesign for Six Sigma 59\u003c\/p\u003e \u003cp\u003eTaguchi Robustness Concepts 60\u003c\/p\u003e \u003cp\u003eReliability 60\u003c\/p\u003e \u003cp\u003eTypes of Reliability Systems 61\u003c\/p\u003e \u003cp\u003eReliability Life Characteristic Concepts (e.g., Bathtub Curve) 67\u003c\/p\u003e \u003cp\u003eMean Time Between Failures 69\u003c\/p\u003e \u003cp\u003eModeling Product Life with Normal Distribution 71\u003c\/p\u003e \u003cp\u003eRisk Assessment Tools and Risk Prevention 72\u003c\/p\u003e \u003cp\u003eFailure Mode and Effects Analysis 73\u003c\/p\u003e \u003cp\u003eFault Tree Analysis (FTA) 76\u003c\/p\u003e \u003cp\u003eError Proofing 77\u003c\/p\u003e \u003cp\u003eSummary 78\u003c\/p\u003e \u003cp\u003eDiscussion Questions 78\u003c\/p\u003e \u003cp\u003eProblems 79\u003c\/p\u003e \u003cp\u003eCase Study 3.1: Building the Better Mouse 82\u003c\/p\u003e \u003cp\u003eExercises and Activities 82\u003c\/p\u003e \u003cp\u003eSupplementary Readings 83\u003c\/p\u003e \u003cp\u003eReferences 83\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Innovation and Creativity in Quality 85\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 85\u003c\/p\u003e \u003cp\u003eBreakthrough (Radical) Improvement versus Incremental Improvement 86\u003c\/p\u003e \u003cp\u003eIncreasing Creativity 88\u003c\/p\u003e \u003cp\u003eOrganizational versus Individual Creativity 91\u003c\/p\u003e \u003cp\u003eDesigning the Innovative Organization 91\u003c\/p\u003e \u003cp\u003eElements of a Creative Organization 92\u003c\/p\u003e \u003cp\u003eTools and Techniques for Increasing Organizational Creativity 95\u003c\/p\u003e \u003cp\u003eIncreasing Individual Creativity 95\u003c\/p\u003e \u003cp\u003eMyths about Individual Creativity 95\u003c\/p\u003e \u003cp\u003eThe Importance of Technological Forecasting 96\u003c\/p\u003e \u003cp\u003eSummary 99\u003c\/p\u003e \u003cp\u003eDiscussion Questions 99\u003c\/p\u003e \u003cp\u003eCase Study 4.1: Smallburg Community Bank 100\u003c\/p\u003e \u003cp\u003eExercises and Activities 100\u003c\/p\u003e \u003cp\u003eSupplementary Readings 102\u003c\/p\u003e \u003cp\u003eReferences 102\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSECTION III QUALITY SYSTEMS TO ASSURE CONFORMANCE TO DESIGN 105\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Quality Systems and Quality Systems Auditing 107\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 107\u003c\/p\u003e \u003cp\u003eQuality Management Systems 108\u003c\/p\u003e \u003cp\u003eElements of a Quality Management System 108\u003c\/p\u003e \u003cp\u003eISO 9000 109\u003c\/p\u003e \u003cp\u003eIS0\/TS 16949 and QS-9000 111\u003c\/p\u003e \u003cp\u003eMalcolm Baldrige National Quality Award (MBNQA) 117\u003c\/p\u003e \u003cp\u003eOther Approaches 118\u003c\/p\u003e \u003cp\u003eSix Sigma 119\u003c\/p\u003e \u003cp\u003eQuality Auditing 120\u003c\/p\u003e \u003cp\u003eSpecific Types of Quality Audits 120\u003c\/p\u003e \u003cp\u003ePerforming a Quality System Audit 122\u003c\/p\u003e \u003cp\u003eQuality Information Systems 123\u003c\/p\u003e \u003cp\u003eData Accuracy and Security 124\u003c\/p\u003e \u003cp\u003eQuality Documentation Systems 126\u003c\/p\u003e \u003cp\u003eMaking Data Useful—Information Flows 128\u003c\/p\u003e \u003cp\u003eSummary 129\u003c\/p\u003e \u003cp\u003eDiscussion Questions 129\u003c\/p\u003e \u003cp\u003eCase Study 5.1: The First Audit 130\u003c\/p\u003e \u003cp\u003eExercises and Activities 131\u003c\/p\u003e \u003cp\u003eSupplementary Readings 132\u003c\/p\u003e \u003cp\u003eReferences 132\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Product, Process, and Materials Control 135\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 135\u003c\/p\u003e \u003cp\u003eWork Instructions 136\u003c\/p\u003e \u003cp\u003eClassification of Quality Characteristics and Defects 138\u003c\/p\u003e \u003cp\u003eIdentification of Materials and Status 140\u003c\/p\u003e \u003cp\u003eLot Traceability 141\u003c\/p\u003e \u003cp\u003eMaterials Segregation Practices 142\u003c\/p\u003e \u003cp\u003eMaterials Review Board Criteria and Procedures 143\u003c\/p\u003e \u003cp\u003eSupplier Management 145\u003c\/p\u003e \u003cp\u003eSupplier Selection 146\u003c\/p\u003e \u003cp\u003eSupplier Evaluation 147\u003c\/p\u003e \u003cp\u003eSummary 148\u003c\/p\u003e \u003cp\u003eDiscussion Questions 148\u003c\/p\u003e \u003cp\u003eCase Study 6.1: The Case of the Missing Lot 149\u003c\/p\u003e \u003cp\u003eExercises and Activities 150\u003c\/p\u003e \u003cp\u003eSupplementary Readings 150\u003c\/p\u003e \u003cp\u003eReferences 150\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Experimental Design 153\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 153\u003c\/p\u003e \u003cp\u003eBasic Concepts and Definitions 155\u003c\/p\u003e \u003cp\u003eExperimental Design Characteristics 158\u003c\/p\u003e \u003cp\u003eTypes of Design 159\u003c\/p\u003e \u003cp\u003eSingle-Factor Design 159\u003c\/p\u003e \u003cp\u003eOne-Factor-at-a-Time Design 159\u003c\/p\u003e \u003cp\u003eFull-Factorial Design 161\u003c\/p\u003e \u003cp\u003eFractional Factorial Design 163\u003c\/p\u003e \u003cp\u003eAnalysis of Results 164\u003c\/p\u003e \u003cp\u003eTaguchi Methods of Experimental Design 167\u003c\/p\u003e \u003cp\u003eSummary 170\u003c\/p\u003e \u003cp\u003eDiscussion Questions 170\u003c\/p\u003e \u003cp\u003eProblems 171\u003c\/p\u003e \u003cp\u003eCase Study 7.1: The Case of the Variable Laminates 173\u003c\/p\u003e \u003cp\u003eExercises and Activities 174\u003c\/p\u003e \u003cp\u003eSupplementary Readings 176\u003c\/p\u003e \u003cp\u003eReferences 176\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSECTION IV CONTROL AND IMPROVEMENT OF QUALITY 177\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Quality Improvement Tools 179\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 179\u003c\/p\u003e \u003cp\u003eThe Problem-Solving Process 180\u003c\/p\u003e \u003cp\u003eThe Seven Tools of Quality 182\u003c\/p\u003e \u003cp\u003eApproaches to Continuous Quality Improvement 193\u003c\/p\u003e \u003cp\u003ePDSA 194\u003c\/p\u003e \u003cp\u003eDMAIC 194\u003c\/p\u003e \u003cp\u003eBenchmarking 195\u003c\/p\u003e \u003cp\u003eSummary 197\u003c\/p\u003e \u003cp\u003eDiscussion Questions 197\u003c\/p\u003e \u003cp\u003eProblems 198\u003c\/p\u003e \u003cp\u003eCase Study 8.1: Sour Grape Ice Cream 201\u003c\/p\u003e \u003cp\u003eCase Study 8.2: The Westover Wire Works 202\u003c\/p\u003e \u003cp\u003eExercises and Activities 206\u003c\/p\u003e \u003cp\u003eSupplementary Readings 209\u003c\/p\u003e \u003cp\u003eReferences 209\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Metrology, Inspection, and Testing 211\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 211\u003c\/p\u003e \u003cp\u003eMetrology 212\u003c\/p\u003e \u003cp\u003eTypes of Gauges 213\u003c\/p\u003e \u003cp\u003eAccuracy and Precision 216\u003c\/p\u003e \u003cp\u003eNondestructive Testing and Evaluation 223\u003c\/p\u003e \u003cp\u003eSummary 223\u003c\/p\u003e \u003cp\u003eDiscussion Questions 224\u003c\/p\u003e \u003cp\u003eProblems 224\u003c\/p\u003e \u003cp\u003eCase Study 9.1: Somebody’s Got a Problem 227\u003c\/p\u003e \u003cp\u003eExercises and Activities 227\u003c\/p\u003e \u003cp\u003eSupplementary Readings 228\u003c\/p\u003e \u003cp\u003eReferences 228\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Statistical Process Control 229\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 229\u003c\/p\u003e \u003cp\u003eSPC and Variation 230\u003c\/p\u003e \u003cp\u003eTypes of Data 231\u003c\/p\u003e \u003cp\u003eVariables Control Charts 231\u003c\/p\u003e \u003cp\u003eConcept of the Control Chart 232\u003c\/p\u003e \u003cp\u003eOut of Control Signals 233\u003c\/p\u003e \u003cp\u003ePatterns Leading to Modifying Control Limits 234\u003c\/p\u003e \u003cp\u003eConstructing Variables Control Charts 236\u003c\/p\u003e \u003cp\u003ex-Bar and Range Charts 237\u003c\/p\u003e \u003cp\u003ex-Bar and s-Charts 241\u003c\/p\u003e \u003cp\u003eIndividual\/Moving Range Charts 244\u003c\/p\u003e \u003cp\u003eA Special Form of the x-bar Control Chart for Short Production Runs 246\u003c\/p\u003e \u003cp\u003eAttributes Control Charts 249\u003c\/p\u003e \u003cp\u003eControl Charts for Nonconforming Units 250\u003c\/p\u003e \u003cp\u003eControl Charts for Nonconformities (Defects) 253\u003c\/p\u003e \u003cp\u003eProcess Capability 257\u003c\/p\u003e \u003cp\u003eSummary 262\u003c\/p\u003e \u003cp\u003eDiscussion Questions 262\u003c\/p\u003e \u003cp\u003eProblems 263\u003c\/p\u003e \u003cp\u003eCase Study 10.1: Middle County Hospital 270\u003c\/p\u003e \u003cp\u003eCase Study 10.2: Precise Molded Products, Inc. 274\u003c\/p\u003e \u003cp\u003eExercises and Activities 278\u003c\/p\u003e \u003cp\u003eSupplementary Readings 279\u003c\/p\u003e \u003cp\u003eReferences 279\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Acceptance Sampling 281\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 281\u003c\/p\u003e \u003cp\u003eWhen Acceptance Sampling is Appropriate 281\u003c\/p\u003e \u003cp\u003eFundamentals of Sampling Theory 283\u003c\/p\u003e \u003cp\u003eAssessing Risk in Sampling Plans 284\u003c\/p\u003e \u003cp\u003eMethods of Sampling 289\u003c\/p\u003e \u003cp\u003eSampling Types 291\u003c\/p\u003e \u003cp\u003eSampling Plans 292\u003c\/p\u003e \u003cp\u003eSampling Inspection by Attributes 292\u003c\/p\u003e \u003cp\u003eSampling Inspection by Variables 301\u003c\/p\u003e \u003cp\u003eDodge-Romig Sampling Plans 304\u003c\/p\u003e \u003cp\u003eSummary 306\u003c\/p\u003e \u003cp\u003eDiscussion Questions 306\u003c\/p\u003e \u003cp\u003eProblems 307\u003c\/p\u003e \u003cp\u003eCase Study 11.1: The Turkell Stud Mill 308\u003c\/p\u003e \u003cp\u003eExercises and Activities 309\u003c\/p\u003e \u003cp\u003eSupplementary Readings 310\u003c\/p\u003e \u003cp\u003eReferences 310\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Quality Costs 311\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 311\u003c\/p\u003e \u003cp\u003eThe Categories of Quality Costs 312\u003c\/p\u003e \u003cp\u003eThe Goal of a COQ System 315\u003c\/p\u003e \u003cp\u003eCOQ Data Collection, Interpretation, and Reporting 318\u003c\/p\u003e \u003cp\u003eIntegrating Quality Costs into the Quality Improvement System 321\u003c\/p\u003e \u003cp\u003eSummary 324\u003c\/p\u003e \u003cp\u003eDiscussion Questions 324\u003c\/p\u003e \u003cp\u003eProblems 325\u003c\/p\u003e \u003cp\u003eCase Study 12.1: HI-HO YO-YO, Inc. 327\u003c\/p\u003e \u003cp\u003eCase Study 12.2: Acme, Ltd. 330\u003c\/p\u003e \u003cp\u003eExercises and Activities 330\u003c\/p\u003e \u003cp\u003eSupplementary Readings 330\u003c\/p\u003e \u003cp\u003eReferences 331\u003c\/p\u003e \u003cp\u003e\u003cb\u003eSECTION V QUALITY MANAGEMENT 333\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Human Factors in Quality 335\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter Objectives 335\u003c\/p\u003e \u003cp\u003eBarriers to Quality Improvement Efforts 336\u003c\/p\u003e \u003cp\u003eHuman Resource Management 336\u003c\/p\u003e \u003cp\u003eMotivation Theories 337\u003c\/p\u003e \u003cp\u003eIntegration of the Classic Motivational Theories 339\u003c\/p\u003e \u003cp\u003eProcess Theories of Motivation 340\u003c\/p\u003e \u003cp\u003eEmployee Involvement and Teams 340\u003c\/p\u003e \u003cp\u003eThe Care and Feeding of Teams 341\u003c\/p\u003e \u003cp\u003eOrganization and Implementation of Quality Teams 341\u003c\/p\u003e \u003cp\u003ePrinciples of Team Leadership and Facilitation 342\u003c\/p\u003e \u003cp\u003eWhat is a Team? 342\u003c\/p\u003e \u003cp\u003eWho Makes up a Team? 342\u003c\/p\u003e \u003cp\u003eRoles and Responsibilities of the Team Leader 343\u003c\/p\u003e \u003cp\u003eSelecting Team Members 346\u003c\/p\u003e \u003cp\u003eRoles and Responsibilities of the Team Members 346\u003c\/p\u003e \u003cp\u003eRoles and Responsibilities of the Facilitator 347\u003c\/p\u003e \u003cp\u003eCritical Action Items in the Team Life Cycle 347\u003c\/p\u003e \u003cp\u003eWhat Is a Team Charter? 347\u003c\/p\u003e \u003cp\u003eGeneral Information and Guidelines for Teams 351\u003c\/p\u003e \u003cp\u003eTeam Dynamics Management and Conflict Resolution 352\u003c\/p\u003e \u003cp\u003eStages of Group Development 354\u003c\/p\u003e \u003cp\u003eForming 354\u003c\/p\u003e \u003cp\u003eStorming 355\u003c\/p\u003e \u003cp\u003eNorming 356\u003c\/p\u003e \u003cp\u003ePerforming 357\u003c\/p\u003e \u003cp\u003eCreating a Win-Win Situation 358\u003c\/p\u003e \u003cp\u003eConsensus 358\u003c\/p\u003e \u003cp\u003eProfessional and Ethical Standards 361\u003c\/p\u003e \u003cp\u003eSummary 362\u003c\/p\u003e \u003cp\u003eDiscussion Questions 363\u003c\/p\u003e \u003cp\u003eCase Study 13.1: Tom’s Team 363\u003c\/p\u003e \u003cp\u003eCase Study 13.2: Self Directed Work Teams at BHI 364\u003c\/p\u003e \u003cp\u003eExercises and Activities 368\u003c\/p\u003e \u003cp\u003eSupplementary Readings 368\u003c\/p\u003e \u003cp\u003eReferences 369\u003c\/p\u003e \u003cp\u003eAppendix A Table of Four-Digit Random Numbers 371\u003c\/p\u003e \u003cp\u003eAppendix B Standard Normal Distribution Table 373\u003c\/p\u003e \u003cp\u003eBibliography 375\u003c\/p\u003e \u003cp\u003eIndex 385\u003c\/p\u003e  \u003cp\u003eVictor E. Sower is the author of Essentials of Quality with Cases and Experiential Exercises, published by Wiley.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989162770661,"sku":"NP9780470509593","price":146.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470509593.jpg?v=1761783048","url":"https:\/\/k12savings.com\/es\/products\/essentials-of-quality-with-cases-and-experiential-exercises-isbn-9780470509593","provider":"K12savings","version":"1.0","type":"link"}