{"product_id":"total-quality-management-isbn-9780471108047","title":"Total Quality Management","description":"The emphasis of Quality is pervading every facet of business, and managers are required to know and apply TQM principles. This book explores the strategic role of quality global competition, the roles of management in attaining quality excellence, the structures and systems needed to support a total quality strategy, and the main statistical and analytical tools for achieving quality improvement and control. \u003cp\u003e\u003cb\u003e1. Quality as a Strategy 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Global Battleground 2\u003c\/p\u003e \u003cp\u003eThe PIMS Study 4\u003c\/p\u003e \u003cp\u003eThe History of Quality in the United States 6\u003c\/p\u003e \u003cp\u003eA New Theory of Quality 9\u003c\/p\u003e \u003cp\u003eThe MIT Commission Findings 12\u003c\/p\u003e \u003cp\u003eThe New Management Approach 14\u003c\/p\u003e \u003cp\u003eTQM and the Corporate Strategy 16\u003c\/p\u003e \u003cp\u003eDoes TQM Work? 17\u003c\/p\u003e \u003cp\u003eOverview of the Book 20\u003c\/p\u003e \u003cp\u003eKey Terms 21\u003c\/p\u003e \u003cp\u003eAssignments 21\u003c\/p\u003e \u003cp\u003eCase Study: Provisions, Inc.—The Cooked Meat Division 22\u003c\/p\u003e \u003cp\u003eBibliography 23\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2. What is TQM? 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 25\u003c\/p\u003e \u003cp\u003eThe First Approach: Defining Quality? 26\u003c\/p\u003e \u003cp\u003eThe Transcendent Approach 26\u003c\/p\u003e \u003cp\u003eThe Product-based Aproach 26\u003c\/p\u003e \u003cp\u003eThe User-based Approach 27\u003c\/p\u003e \u003cp\u003eThe Manufacturing-Based Approach 27\u003c\/p\u003e \u003cp\u003eValue-based Approach 28\u003c\/p\u003e \u003cp\u003eThe Second Approach: TQM Practices 31\u003c\/p\u003e \u003cp\u003eISO Standards 31\u003c\/p\u003e \u003cp\u003eThe Malcolm Baldrige National Quality Award 34\u003c\/p\u003e \u003cp\u003eThe International Quality Study 34\u003c\/p\u003e \u003cp\u003eThe Third Approach: The Philophies of Leading Sages 37\u003c\/p\u003e \u003cp\u003eDeming 37\u003c\/p\u003e \u003cp\u003eJuran 40\u003c\/p\u003e \u003cp\u003eCrosby 43\u003c\/p\u003e \u003cp\u003eFeigenbaum 45\u003c\/p\u003e \u003cp\u003eIshikawa 48\u003c\/p\u003e \u003cp\u003eTagachi 49\u003c\/p\u003e \u003cp\u003eSummarizing the Philosophies 51\u003c\/p\u003e \u003cp\u003eThe Fourth Approach: Evolution of Quality Thinking in Japan 52\u003c\/p\u003e \u003cp\u003eSummary 58\u003c\/p\u003e \u003cp\u003eKey Terms 39\u003c\/p\u003e \u003cp\u003eAssignments 59\u003c\/p\u003e \u003cp\u003eBibliography 61\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3. The Baldrige Award 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 64\u003c\/p\u003e \u003cp\u003eOverview of History, Purpose, and Operations 64\u003c\/p\u003e \u003cp\u003eLegislation 64\u003c\/p\u003e \u003cp\u003eAware Purpose 65\u003c\/p\u003e \u003cp\u003eRoles and Responsibility 65\u003c\/p\u003e \u003cp\u003eApplications for the Award 66\u003c\/p\u003e \u003cp\u003eThe Award Criteria 66\u003c\/p\u003e \u003cp\u003ePositioning the Award Criteria 68\u003c\/p\u003e \u003cp\u003eThe Evaluation System for Applicants 71\u003c\/p\u003e \u003cp\u003eValues and Concepts 71\u003c\/p\u003e \u003cp\u003eCriteria Framework 73\u003c\/p\u003e \u003cp\u003eScoring Guidelines 74\u003c\/p\u003e \u003cp\u003eBusiness Factors 75\u003c\/p\u003e \u003cp\u003eThe Board of Examiners 76\u003c\/p\u003e \u003cp\u003eAppointment and Training 76\u003c\/p\u003e \u003cp\u003eEstablishing Standards and Consistency 77\u003c\/p\u003e \u003cp\u003eCode of Conduct 77\u003c\/p\u003e \u003cp\u003eApplicant Evaluation and Feedback 79\u003c\/p\u003e \u003cp\u003eReview 79\u003c\/p\u003e \u003cp\u003eConsensus Review 79\u003c\/p\u003e \u003cp\u003eSite Review 80\u003c\/p\u003e \u003cp\u003eJudges’ Recommendations 80\u003c\/p\u003e \u003cp\u003eThe Feedback Report 80\u003c\/p\u003e \u003cp\u003eThe Award Criteria in Practice 81\u003c\/p\u003e \u003cp\u003eDeveloping the Core Values 81\u003c\/p\u003e \u003cp\u003eCustomer-Driven Quality 83\u003c\/p\u003e \u003cp\u003eLeadership 84\u003c\/p\u003e \u003cp\u003eContinuous Improvement and Learning 84\u003c\/p\u003e \u003cp\u003eEmployee Participation and Development 84\u003c\/p\u003e \u003cp\u003eFast Response 85\u003c\/p\u003e \u003cp\u003eDesign Quality and Prevention 85\u003c\/p\u003e \u003cp\u003eLong-Range View of the Future 86\u003c\/p\u003e \u003cp\u003eManagement by Fact 86\u003c\/p\u003e \u003cp\u003ePartnership Development 87\u003c\/p\u003e \u003cp\u003eCorporate Responsibility and Citizenship 87\u003c\/p\u003e \u003cp\u003eResults Orientation 88\u003c\/p\u003e \u003cp\u003eImpact of the Baldridge Award 88\u003c\/p\u003e \u003cp\u003eU.S, Industry and Government 88\u003c\/p\u003e \u003cp\u003eThe Characteristics of Successful Applicants 90\u003c\/p\u003e \u003cp\u003eThe Stale Awards 90\u003c\/p\u003e \u003cp\u003eOverseas Leadership 92\u003c\/p\u003e \u003cp\u003eThe Baldrige Aware and ISO 9000 Standards 93\u003c\/p\u003e \u003cp\u003eUse in Education 94\u003c\/p\u003e \u003cp\u003eFuture of the Award and Continuous Improvement 94\u003c\/p\u003e \u003cp\u003eSummary 95\u003c\/p\u003e \u003cp\u003eKey Terms 96\u003c\/p\u003e \u003cp\u003eAssignments 96\u003c\/p\u003e \u003cp\u003eCase Study 101\u003c\/p\u003e \u003cp\u003eCase Study: Colony Fasteners, Inc. 113\u003c\/p\u003e \u003cp\u003eBibliography 117\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4. Measures of Quality Product and Quality Process: The Traditional Approach 119\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 119\u003c\/p\u003e \u003cp\u003eThe Evolution of the Cost of Quality 122\u003c\/p\u003e \u003cp\u003eThe Traditional Cost-of-Quality Model 122\u003c\/p\u003e \u003cp\u003eConformance Costs 123\u003c\/p\u003e \u003cp\u003eNonconformance 123\u003c\/p\u003e \u003cp\u003eLimitations to the Cost of Quality 129\u003c\/p\u003e \u003cp\u003eSummary 133\u003c\/p\u003e \u003cp\u003eKey Terms 133\u003c\/p\u003e \u003cp\u003eAssignments 133\u003c\/p\u003e \u003cp\u003eCase Study: Matthews-Thornton Manufacturing Co. 134\u003c\/p\u003e \u003cp\u003eBibliography 137\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5. Measures of Quality Product and Quality Process: The Emerging Cost-of-Quality Model 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 139\u003c\/p\u003e \u003cp\u003eOther Methods to Measure the Cost of Quality 140\u003c\/p\u003e \u003cp\u003eSustaining Cost of Quality: The Xerox Story 144\u003c\/p\u003e \u003cp\u003eLessons from Xerox 151\u003c\/p\u003e \u003cp\u003eAccounting Support of TQM 151\u003c\/p\u003e \u003cp\u003eOther Measures of TQM 152\u003c\/p\u003e \u003cp\u003eInformation Systems Support 155\u003c\/p\u003e \u003cp\u003eImplementation 155\u003c\/p\u003e \u003cp\u003eSummary 156\u003c\/p\u003e \u003cp\u003eKey Terms 157\u003c\/p\u003e \u003cp\u003eAssignments 157\u003c\/p\u003e \u003cp\u003eCost of Quality Assignment 158\u003c\/p\u003e \u003cp\u003eCase Study: Materials and Control Corporation 160\u003c\/p\u003e \u003cp\u003eBibliography 163\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6. Continuous Improvement: Basic Tools 165\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOverview of Continuous Improvement 165\u003c\/p\u003e \u003cp\u003eRelationship of Chapters 6, 7, and 8 to Continual Improvement 167\u003c\/p\u003e \u003cp\u003eData Types and Summaries 168\u003c\/p\u003e \u003cp\u003eTypes of Data 168\u003c\/p\u003e \u003cp\u003ePopulations and Samples 169\u003c\/p\u003e \u003cp\u003eData Summarization 169\u003c\/p\u003e \u003cp\u003eTabular and Graphic Summarization of Numeric Data 170\u003c\/p\u003e \u003cp\u003eTabular Summaries for Numeric Data: Frequency Distributions 170\u003c\/p\u003e \u003cp\u003eGraphic Summaries for Numeric Data: Histograms and Stem-and-Leaf Displays 172\u003c\/p\u003e \u003cp\u003eOther Graphic Tools 179\u003c\/p\u003e \u003cp\u003eGraphs for Categorical Data: Bar Charts, Pie Charts, and Pareto Diagrams 179\u003c\/p\u003e \u003cp\u003eGraphs for Time-Ordered Data: Run Charts 185\u003c\/p\u003e \u003cp\u003eFlow Diagrams 185\u003c\/p\u003e \u003cp\u003eCause-and-Effect Diagrams 188\u003c\/p\u003e \u003cp\u003eCautionary Note on Graphs 190\u003c\/p\u003e \u003cp\u003eFacilitating Data Collection: Check Sheets 190\u003c\/p\u003e \u003cp\u003eNumeric Data Summarization 192\u003c\/p\u003e \u003cp\u003eMeasures of Location: The Mean and the Median 192\u003c\/p\u003e \u003cp\u003eMeasures of Spread: The Standard Deviation, Variance, Range, and Percentiles 194\u003c\/p\u003e \u003cp\u003eA Graphic Display of Numeric Summaries: The Box Plot 196\u003c\/p\u003e \u003cp\u003eGraphing the Relationship Between Two Variables: The Scatter Diagram 196\u003c\/p\u003e \u003cp\u003eThe Seven-Step Method for Continuous Improvement 199\u003c\/p\u003e \u003cp\u003eThe Seven Steps 200\u003c\/p\u003e \u003cp\u003eRelation to the PDCA Cycle 201\u003c\/p\u003e \u003cp\u003eSummary 203\u003c\/p\u003e \u003cp\u003eKey Terms 203\u003c\/p\u003e \u003cp\u003eAssignments 204\u003c\/p\u003e \u003cp\u003eCase Study: Accelerating Improvement 207\u003c\/p\u003e \u003cp\u003eCase Study: Motorola-Codex 221\u003c\/p\u003e \u003cp\u003eBibliography 230\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7. Continuous Improvement: Statistical Process Control 231\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 231\u003c\/p\u003e \u003cp\u003eThe Seven Basic Tools 232\u003c\/p\u003e \u003cp\u003eControl Charts 232\u003c\/p\u003e \u003cp\u003eSources of Variation 232\u003c\/p\u003e \u003cp\u003eIntroduction to Control Charts 232\u003c\/p\u003e \u003cp\u003eAttributes and Variables 235\u003c\/p\u003e \u003cp\u003eControl Charts for Attributes 236\u003c\/p\u003e \u003cp\u003ep Charts and np Charts 236\u003c\/p\u003e \u003cp\u003ec Charts and u Charts 238\u003c\/p\u003e \u003cp\u003eControl Charts for Variables 241\u003c\/p\u003e \u003cp\u003eX-bar Charts and R Charts 243\u003c\/p\u003e \u003cp\u003eControl Charts for Individuals 243\u003c\/p\u003e \u003cp\u003eOut-of-Control Patterns 244\u003c\/p\u003e \u003cp\u003eThe Development of Control Charts 248\u003c\/p\u003e \u003cp\u003eThe Development of p Charts 248\u003c\/p\u003e \u003cp\u003enp Charts 252\u003c\/p\u003e \u003cp\u003ec Charts 252\u003c\/p\u003e \u003cp\u003eu Charts 252\u003c\/p\u003e \u003cp\u003eX-bar Charts 253\u003c\/p\u003e \u003cp\u003eR Charts 253\u003c\/p\u003e \u003cp\u003eControl Chart for Individual Measurement 254\u003c\/p\u003e \u003cp\u003eMoving Range Control Chart 254\u003c\/p\u003e \u003cp\u003eStatistics, Probability, and Random Variables 254\u003c\/p\u003e \u003cp\u003eInferential Statistics 254\u003c\/p\u003e \u003cp\u003eRandom Sampling 256\u003c\/p\u003e \u003cp\u003eEnumerative and Analytical Studies 256\u003c\/p\u003e \u003cp\u003eProbability 257\u003c\/p\u003e \u003cp\u003eRandom Variables and Probability Distributions 258\u003c\/p\u003e \u003cp\u003eThe Expectation of a Random Variable 259\u003c\/p\u003e \u003cp\u003eThe Variance and Standard Deviation of a Random Variable 262\u003c\/p\u003e \u003cp\u003eDiscrete Versus Continuous Random Variables 262\u003c\/p\u003e \u003cp\u003eThe Normal Distribution 264\u003c\/p\u003e \u003cp\u003eThe Standard Normal Distribution and Normal Probability Tables 265\u003c\/p\u003e \u003cp\u003eFinding Probabilities for Normal Distribution: The General Case 270\u003c\/p\u003e \u003cp\u003eProblems Where Areas Are Given 273\u003c\/p\u003e \u003cp\u003eThe Behavior of Samples 275\u003c\/p\u003e \u003cp\u003eThe Behavior of Sample Means: The Central Limit Theorem 276\u003c\/p\u003e \u003cp\u003eThe Behavior of Sample Ranges 281\u003c\/p\u003e \u003cp\u003eThe Behavior of Sample Proportions 281\u003c\/p\u003e \u003cp\u003eStatistical Basis for the Development of Control Charts 286\u003c\/p\u003e \u003cp\u003ep Charts 286\u003c\/p\u003e \u003cp\u003enp Charts 288\u003c\/p\u003e \u003cp\u003ec Charts and u Charts 289\u003c\/p\u003e \u003cp\u003eX-bar Charts 289\u003c\/p\u003e \u003cp\u003eR Charts 293\u003c\/p\u003e \u003cp\u003eControl Chart for Individual Measurements 294\u003c\/p\u003e \u003cp\u003eMoving Range Control Chart 295\u003c\/p\u003e \u003cp\u003eReferences 295\u003c\/p\u003e \u003cp\u003eSummary 295\u003c\/p\u003e \u003cp\u003eKey Terms 296\u003c\/p\u003e \u003cp\u003eAssignments 296\u003c\/p\u003e \u003cp\u003eCase Study: Understanding the Trade Deficits 305\u003c\/p\u003e \u003cp\u003eBibliography 307\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8. Continuous Improvement: Some Advanced Tools 309\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 309\u003c\/p\u003e \u003cp\u003eEnhancing the Seven-Step Method 310\u003c\/p\u003e \u003cp\u003eDeveloping an Affinity Diagram 311\u003c\/p\u003e \u003cp\u003eElectronic Brainstorming 318\u003c\/p\u003e \u003cp\u003eProcess Capability and Six-Sigma Quality 319\u003c\/p\u003e \u003cp\u003eThe Cp Index 320\u003c\/p\u003e \u003cp\u003eThe Cpk Index 321\u003c\/p\u003e \u003cp\u003eSix Sigma Quality 323\u003c\/p\u003e \u003cp\u003eTaguchi’s Loss Function 325\u003c\/p\u003e \u003cp\u003eThe Goal Post View of Quality 325\u003c\/p\u003e \u003cp\u003eThe Loss Function 326\u003c\/p\u003e \u003cp\u003eDesign of Experiments 331\u003c\/p\u003e \u003cp\u003eCase Discussion: Product Improvement by Application of Taguchi Methods 333\u003c\/p\u003e \u003cp\u003eThe Factor Listing 334\u003c\/p\u003e \u003cp\u003eThe Orthogonal Array and Experimental Results 334\u003c\/p\u003e \u003cp\u003eAn Analogy 335\u003c\/p\u003e \u003cp\u003eRandomization and Fractional Factorial Experiments 336\u003c\/p\u003e \u003cp\u003eThe Signal-to-Noise Ratio 336\u003c\/p\u003e \u003cp\u003eAnalysis of Results 337\u003c\/p\u003e \u003cp\u003eConclusions 338\u003c\/p\u003e \u003cp\u003eSummary 339\u003c\/p\u003e \u003cp\u003eKey Terms 340\u003c\/p\u003e \u003cp\u003eAssignments 340\u003c\/p\u003e \u003cp\u003eCase Study: Product Improvement by Application of Taguchi Methods 341\u003c\/p\u003e \u003cp\u003eAppendix 8.1: Steps for Building an Affinity Diagram 353\u003c\/p\u003e \u003cp\u003eAppendix 8.2: How Signal-to-Noise Ratios Work 356\u003c\/p\u003e \u003cp\u003eBibliography 358\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9. Customer Measurement I: Traditional Multi-Attribute Methods 359\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 360\u003c\/p\u003e \u003cp\u003eMulti-Attribute Model 361\u003c\/p\u003e \u003cp\u003eIdentifying Important Attributes 362\u003c\/p\u003e \u003cp\u003ePlot Existing Objects in Attribute Space: Employ Data Reduction\u003c\/p\u003e \u003cp\u003eTechniques to Improve Data Interpretation 363\u003c\/p\u003e \u003cp\u003eMeasure Consumer Perceptions Via Rating Scales 366\u003c\/p\u003e \u003cp\u003eDetermine the importance Weights of Attributes 368\u003c\/p\u003e \u003cp\u003eBase New Product Design on Filling Gaps in the Perceptual Space 368\u003c\/p\u003e \u003cp\u003eMarket Segmentation 369\u003c\/p\u003e \u003cp\u003eCase Studies 369\u003c\/p\u003e \u003cp\u003eJohnson Wax Enhance Conditioner 369\u003c\/p\u003e \u003cp\u003eSuzuki Samurai 371\u003c\/p\u003e \u003cp\u003eTelecom Inc. 371\u003c\/p\u003e \u003cp\u003eConjoint Analysis 374\u003c\/p\u003e \u003cp\u003eImplications and Discussion 380\u003c\/p\u003e \u003cp\u003eSummary 381\u003c\/p\u003e \u003cp\u003eKey Terms 382\u003c\/p\u003e \u003cp\u003eAssignment 382\u003c\/p\u003e \u003cp\u003eCase Study:ABC Snacks 384\u003c\/p\u003e \u003cp\u003eBibliography 389\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10. Customer Measurement II: Quality Function Deployment 391\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 392\u003c\/p\u003e \u003cp\u003eQFD and the House of Quality 393\u003c\/p\u003e \u003cp\u003eAn Overview of QFD 394\u003c\/p\u003e \u003cp\u003eBuilding the House of Quality; An Example 397\u003c\/p\u003e \u003cp\u003eCustomer Inputs\/Voice of Customer 397\u003c\/p\u003e \u003cp\u003eTechnical Inputs 397\u003c\/p\u003e \u003cp\u003eKey Output: EC Weights and Target Values 398\u003c\/p\u003e \u003cp\u003eImplications 398\u003c\/p\u003e \u003cp\u003eResearch Methodology Issues 398\u003c\/p\u003e \u003cp\u003eDeveloping a List of CAs 399\u003c\/p\u003e \u003cp\u003eGrouping and Labeling CAs 399\u003c\/p\u003e \u003cp\u003eMeasuring Attribute Importance 399\u003c\/p\u003e \u003cp\u003eQualitative Research Emphasis 400\u003c\/p\u003e \u003cp\u003eThe Kano Questionnaire 400\u003c\/p\u003e \u003cp\u003eImplementing QFD—The Manager’s View 402\u003c\/p\u003e \u003cp\u003eOrganizational Behavior Implications 403\u003c\/p\u003e \u003cp\u003eCase Studies 404\u003c\/p\u003e \u003cp\u003ePuritan-Bennett Spirometers 404\u003c\/p\u003e \u003cp\u003eBharat Earth Movers Ltd. 405\u003c\/p\u003e \u003cp\u003eClosing Thoughts 405\u003c\/p\u003e \u003cp\u003eSummary 409\u003c\/p\u003e \u003cp\u003eKey Terms 410\u003c\/p\u003e \u003cp\u003eAssignments 410\u003c\/p\u003e \u003cp\u003eVoice of the Customer Assignment 411\u003c\/p\u003e \u003cp\u003eConstructing the House of Quality Assignment 413\u003c\/p\u003e \u003cp\u003eCase Study; Quality Function Deployment at Knight Inc. 415\u003c\/p\u003e \u003cp\u003eBibliography 422\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 Initiating TQM: Managing Change 425\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 425\u003c\/p\u003e \u003cp\u003eTheories of Organizational Change 425\u003c\/p\u003e \u003cp\u003eTypes of Change 427\u003c\/p\u003e \u003cp\u003eUnderstanding The Model for Change; Creating Dissatisfaction with the Status Quo 428\u003c\/p\u003e \u003cp\u003eUnderstanding the Model for Change: The New Model of Managing 430\u003c\/p\u003e \u003cp\u003eUnderstanding the Change Model: Implementation 432\u003c\/p\u003e \u003cp\u003eUnderstanding the Change Model: Cost of the Change 434\u003c\/p\u003e \u003cp\u003eTheory to Practice: Implementing TQM 435\u003c\/p\u003e \u003cp\u003eTQM and Organizational Structure 445\u003c\/p\u003e \u003cp\u003eImplementing TQM Programs 447\u003c\/p\u003e \u003cp\u003eImplementing TQM 449\u003c\/p\u003e \u003cp\u003eSummary 452\u003c\/p\u003e \u003cp\u003eKey Terms 452\u003c\/p\u003e \u003cp\u003eAssignments 452\u003c\/p\u003e \u003cp\u003eCase Study: Ilank Snow and East Coast Electric: Instituting TQM 454\u003c\/p\u003e \u003cp\u003eBibliography 459\u003c\/p\u003e \u003cp\u003e\u003cb\u003e12. Employee Practices in Total Quality Management Organizations 461\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 461\u003c\/p\u003e \u003cp\u003eEmployee Involvement and TQM: Similarities and Differences 462\u003c\/p\u003e \u003cp\u003eEmployee Involvement; Technique Adoption 464\u003c\/p\u003e \u003cp\u003eEmployee Involvement: Program Elements 466\u003c\/p\u003e \u003cp\u003eEmployee Involvement and Total Quality Management 466\u003c\/p\u003e \u003cp\u003eHR Policies and TQM 469\u003c\/p\u003e \u003cp\u003eA Model for Organizational Design 470\u003c\/p\u003e \u003cp\u003eOrganizational Structures 470\u003c\/p\u003e \u003cp\u003eManagement Processes 473\u003c\/p\u003e \u003cp\u003eSelection Techniques 473\u003c\/p\u003e \u003cp\u003eDevelopment and Training 474\u003c\/p\u003e \u003cp\u003eRewards and Incentives 474\u003c\/p\u003e \u003cp\u003ePerformance Management 474\u003c\/p\u003e \u003cp\u003ePay Systems and Rewards 475\u003c\/p\u003e \u003cp\u003eSummary: HR Systems 476\u003c\/p\u003e \u003cp\u003ePeople Policies and TQM; Teams and Teamwork 476\u003c\/p\u003e \u003cp\u003eTeams in TQM 477\u003c\/p\u003e \u003cp\u003eBuilding Teams 478\u003c\/p\u003e \u003cp\u003eLeadership .Roles in Teams 482\u003c\/p\u003e \u003cp\u003eSelf-Managing Work Teams 483\u003c\/p\u003e \u003cp\u003eUnions and Total Quality Management 484\u003c\/p\u003e \u003cp\u003eEmpowering Organizational Members 486\u003c\/p\u003e \u003cp\u003eSummary 488\u003c\/p\u003e \u003cp\u003eKeyTerms 488\u003c\/p\u003e \u003cp\u003eAssignments 489\u003c\/p\u003e \u003cp\u003eDeveloping Performance and Task Deployment Assignment 489\u003c\/p\u003e \u003cp\u003eCase Study: Upper Valley Health Clinic 494\u003c\/p\u003e \u003cp\u003eBibliography 499\u003c\/p\u003e \u003cp\u003e\u003cb\u003e13 TQM and the Product Development Process 501\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 501\u003c\/p\u003e \u003cp\u003eStructuring the Development Process 502\u003c\/p\u003e \u003cp\u003eStructuring the Work 502\u003c\/p\u003e \u003cp\u003eAggregate Project Plan 505\u003c\/p\u003e \u003cp\u003eOrganizing the Resources 505\u003c\/p\u003e \u003cp\u003eDefining the Product 507\u003c\/p\u003e \u003cp\u003eThe “Fuzzy Front End” 508\u003c\/p\u003e \u003cp\u003eConsequences of Poor Definition and Management 508\u003c\/p\u003e \u003cp\u003eProduct. Definition 508\u003c\/p\u003e \u003cp\u003eIdentifying Customer Requirements 509\u003c\/p\u003e \u003cp\u003eSetting Target Specifications 509\u003c\/p\u003e \u003cp\u003eCreating Concepts 510\u003c\/p\u003e \u003cp\u003eSelecting and Refining a Concept 511\u003c\/p\u003e \u003cp\u003eDesigning and Developing the Product 511\u003c\/p\u003e \u003cp\u003eArchitecture and Modularity 512\u003c\/p\u003e \u003cp\u003eAdvantages of Modularity 512\u003c\/p\u003e \u003cp\u003eConscious Architecture 512\u003c\/p\u003e \u003cp\u003eDesign for Manufacturability 513\u003c\/p\u003e \u003cp\u003eDesign for Assembly 513\u003c\/p\u003e \u003cp\u003eDesign to Cost 515\u003c\/p\u003e \u003cp\u003eDesign for Usability 515\u003c\/p\u003e \u003cp\u003ePrototype-Test-and-Refine 516\u003c\/p\u003e \u003cp\u003eConcurrent Engineering 517\u003c\/p\u003e \u003cp\u003eDesign Iterations 518\u003c\/p\u003e \u003cp\u003eDesign Structure Matrix 518\u003c\/p\u003e \u003cp\u003eImplementing Concurrent Engineering 519\u003c\/p\u003e \u003cp\u003eSummary 519\u003c\/p\u003e \u003cp\u003eKey Terms 520\u003c\/p\u003e \u003cp\u003eAssignments 520\u003c\/p\u003e \u003cp\u003eCase Study: Plus Development Corp (A)—Abridged 522\u003c\/p\u003e \u003cp\u003eBibliography 529\u003c\/p\u003e \u003cp\u003e\u003cb\u003e14. Reengineering and TQM: The Role of Information Technology 531\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIT and Process Improvement 532\u003c\/p\u003e \u003cp\u003eDifferences Between TQM and Reengineering 532\u003c\/p\u003e \u003cp\u003eThe Impact of IT on the Bottom Line 533\u003c\/p\u003e \u003cp\u003eMaking an Impact with IT 534\u003c\/p\u003e \u003cp\u003eA Reengineering .Methodology 535\u003c\/p\u003e \u003cp\u003eStage 1–Business Goals and Constraints 535\u003c\/p\u003e \u003cp\u003eStage 2–Selecting a Process for Improvement 538\u003c\/p\u003e \u003cp\u003eStage 3–Creating the New IT-Based Process 540\u003c\/p\u003e \u003cp\u003eStage 4–Developing the Systems are the Organization Structures 541\u003c\/p\u003e \u003cp\u003eStage 5–Effecting the Culture Change and implementing tire System 544\u003c\/p\u003e \u003cp\u003ePost-Reengineering 546\u003c\/p\u003e \u003cp\u003eQuality Information Systems 547\u003c\/p\u003e \u003cp\u003eCommunication of QI Team Activities 547\u003c\/p\u003e \u003cp\u003eProcess-Related Information for QI Teams 548\u003c\/p\u003e \u003cp\u003eOperational Information to Support Corporate Goals 550\u003c\/p\u003e \u003cp\u003eSummary 556\u003c\/p\u003e \u003cp\u003eKey Terms 557\u003c\/p\u003e \u003cp\u003eAssignments 557\u003c\/p\u003e \u003cp\u003eCase Study: Morewood Enterprises 558\u003c\/p\u003e \u003cp\u003eBibliography 559\u003c\/p\u003e \u003cp\u003e\u003cb\u003e15. Benchmarking 561\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 561\u003c\/p\u003e \u003cp\u003eTraditional Approaches to Gathering Information 563\u003c\/p\u003e \u003cp\u003eThe Evolution of Benchmarking 564\u003c\/p\u003e \u003cp\u003eCompetitive Benchmarking 566\u003c\/p\u003e \u003cp\u003eBenchmarking Product Characteristics 566\u003c\/p\u003e \u003cp\u003eBenchmarking Product. Costs 567\u003c\/p\u003e \u003cp\u003eExamples of Cost Benchmarking 568\u003c\/p\u003e \u003cp\u003eProcess Benchmarking 570\u003c\/p\u003e \u003cp\u003eAn Example of Process Benchmarking 572\u003c\/p\u003e \u003cp\u003eProcess Flow Mapping 573\u003c\/p\u003e \u003cp\u003eStrategic Benchmarking 577\u003c\/p\u003e \u003cp\u003eAn Example—Benchmarking Diversity 578\u003c\/p\u003e \u003cp\u003eKey Issues in Benchmarking 581\u003c\/p\u003e \u003cp\u003eWhat Should Be Benchmarked? 581\u003c\/p\u003e \u003cp\u003eWho Should Be on the Team? 581\u003c\/p\u003e \u003cp\u003eWho Should Be Selected as Benchmarking Partners? 582\u003c\/p\u003e \u003cp\u003eWhat Legal Issues Are Involved? 583\u003c\/p\u003e \u003cp\u003eWhat Arc Some Common Pitfalls? 584\u003c\/p\u003e \u003cp\u003eThe Partner’s Perspective 584\u003c\/p\u003e \u003cp\u003eHandling Benchmarking Requests 585\u003c\/p\u003e \u003cp\u003eBenefits of Being a Host 586\u003c\/p\u003e \u003cp\u003eCriteria for Screening Requests 586\u003c\/p\u003e \u003cp\u003eMaximizing the Benefit from an Information Exchange 587\u003c\/p\u003e \u003cp\u003eSummary 588\u003c\/p\u003e \u003cp\u003eKey Terms 588\u003c\/p\u003e \u003cp\u003eAssignments 589\u003c\/p\u003e \u003cp\u003eCase Study. Simon Alphin: The Benchmarking Study 591\u003c\/p\u003e \u003cp\u003eCase Study: Shawmut Industrials—Marta’s Visit 592\u003c\/p\u003e \u003cp\u003eBibliography 593\u003c\/p\u003e \u003cp\u003e\u003cb\u003e16. Landmarks on the TQM Road 595\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOthers That Failed 596\u003c\/p\u003e \u003cp\u003eSome Who Are Succeeding 597\u003c\/p\u003e \u003cp\u003eThe Wallace Company 599\u003c\/p\u003e \u003cp\u003eFlorida Power \u0026amp; Light 601\u003c\/p\u003e \u003cp\u003eThe Xerox Story 602\u003c\/p\u003e \u003cp\u003eBuilding Union Support for TQM 604\u003c\/p\u003e \u003cp\u003eBuilding Management Support for TQM 606\u003c\/p\u003e \u003cp\u003eXerox after Winning the Baldrige 609\u003c\/p\u003e \u003cp\u003eLandmarks on the TQM Road. 611\u003c\/p\u003e \u003cp\u003eThe First Landmark:. Awareness 611\u003c\/p\u003e \u003cp\u003eThe Second Landmark: Understanding 613\u003c\/p\u003e \u003cp\u003eThu Third Landmark; Maturity 615\u003c\/p\u003e \u003cp\u003eSummary 618\u003c\/p\u003e \u003cp\u003eAssignments 618\u003c\/p\u003e \u003cp\u003eBibliography 619\u003c\/p\u003e \u003cp\u003eAuthor Index 620\u003c\/p\u003e \u003cp\u003eSubject Index 622\u003c\/p\u003e Ashok Rao\u003cbr\u003e Lawrence P. Carr\u003cbr\u003e Ismael Dambolena\u003cbr\u003e Robert J. Kopp\u003cbr\u003e John Martin\u003cbr\u003e Farshad Rafii\u003cbr\u003e Phyllis Fineman Schlesinger","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990397468901,"sku":"NP9780471108047","price":200.5,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471108047.jpg?v=1761787664","url":"https:\/\/k12savings.com\/es\/products\/total-quality-management-isbn-9780471108047","provider":"K12savings","version":"1.0","type":"link"}