Managing quality: integrating the supply chain

✍ Scribed by Foster, S Thomas

• Publisher: Pearson
• Year: 2016;2017
• Tongue: English
• Leaves: 481
• Edition: Sixth edition
• Category: Library

✦ Synopsis

KEY BENEFITFoster'sManaging Quality: Integrating the Supply Chain,Sixth Editionoffers readers a thorough introduction to quality management by presenting a supply chain theme as the unifying framework for quality improvement. The supply chain thread enhances the integration of systems with customers, suppliers, technology, and people. The colorful, stunning text appeals to visual learners and grabs readers' attention at the outset. TheSixth Editionelicits a theme of "currency" while offering updated vignettes and references to remain state-of-the-art. The new edition is selectively edited and enhanced with new content that maintains its scope and withstands pivotal points in each section.Managing Qualitykeeps a competitive advantage by sustaining and building on cutting �edge, relevant topics in quality management.KEY TOPICSDiffering Perspectives on Quality; Quality Theory; Global Supply Chain Quality and International Quality Standards; Strategic Quality Planning; The Voice of the Customer; The Voice of the Market; Quality and Innovation in Product and Process Design; Designing Quality Services; Managing Supplier Quality in the Supply Chain; Acceptance Sampling; The Tools of Quality; Statistically Based Quality Improvement for Variables; Statistically Based Quality Improvement for Attributes; Six Sigma Management and Lean Tools; Managing Quality Improvement Teams and Projects; Implementing and Validating the Quality SystemMARKETFor anyone interested in understanding quality management through a unifying theme of supply chain.

✦ Table of Contents

Cover ......Page 1
Title Page ......Page 4
Copyright Page ......Page 5
Brief Contents ......Page 7
Contents ......Page 8
Preface ......Page 21
Part 1 Understanding Quality Concepts......Page 26
Chapter 1 Differing Perspectives on Quality......Page 27
Product Quality Dimensions......Page 28
service Quality Dimensions......Page 30
Differing Functional Perspectives on Quality......Page 31
A Supply Chain Perspective......Page 32
An Engineering Perspective......Page 33
A Strategic Management Perspective......Page 35
Quality Highlight 1-1: Quality Strategy at Hyundai......Page 37
A Financial Perspective......Page 39
The Human Resources Perspective......Page 40
The Three Spheres of Quality......Page 41
Quality Highlight 1-2: Federal Express Corporation......Page 42
The Value-Added Perspective on Quality......Page 43
Summary......Page 44
Discussion Questions......Page 45
Case 1-1: FedEx: Managing Quality Day and Night......Page 46
Case 1-2: Graniterock Company: Achieving Quality through Employees......Page 47
What Is Theory?......Page 49
A Closer look At Quality 2-1: Quality and Management Fads......Page 51
Leading Contributors to Quality Theory: W. Edwards Deming......Page 52
Deming’s 14 Points for Management......Page 54
The Juran Trilogy......Page 57
Project-by-Project Improvement......Page 58
The Basic Tools of Quality......Page 59
The 19 Steps of TQC......Page 60
Leading Contributors to Quality Theory: Philip Crosby......Page 61
Robust Design......Page 62
Stephen R. Covey’s “8” Habits......Page 63
Michael Hammer and James Champy......Page 64
Viewing Quality Theory from a Contingency Perspective......Page 65
Quality Assurance......Page 66
Quality Philosophy......Page 67
Theoretical Framework for Quality Management......Page 68
Summary......Page 69
Discussion Questions......Page 70
Case 2-1: Rheaco, Inc.: Making a Quality Turnabout by Asking forAdvice......Page 71
Case 2-2: Has Disney Developed a Theory of Quality Guest ServicesManagement?......Page 72
Chapter 3 Global Supply Chain Quality and International Quality Standards......Page 74
Managing Quality for the Multinational Firm (MNF)......Page 75
Quality Highlight 3-1: Global Supply Chain Quality at Trek......Page 78
The Baldrige Performance Excellence Program......Page 79
The Baldrige Process......Page 85
Being a Baldrige Examiner......Page 87
State Awards......Page 89
Other Japanese Contributions to Quality Thought......Page 90
Lean Production......Page 91
Japanese Total Quality Control (TQC)......Page 92
European Quality Award......Page 94
ISO 9000:2015......Page 95
Selecting a Registrar......Page 96
The ISO 9000:2015 Process......Page 97
ISO 14000......Page 98
Quality Improvement: The Chinese Way......Page 99
Does Chinese Quality Management Exist?......Page 100
Are Quality Approaches Influenced by Culture?......Page 101
Discussion Questions......Page 102
Case 3-1: Denver International Airport Becomes ISO 14001 Certified......Page 103
Case 3-2: Wainwright Industries: An Entirely New Philosophy of BusinessBased on Customer Satisfaction and Quality......Page 104
Part 2 Designing and Assuring Quality......Page 106
Strategy Content......Page 107
The Importance of Time in Quality Improvement......Page 108
A Closer look At Quality 4-1: Bad Measurement Systems Result in PoorOutcomes......Page 109
Leadership Dimensions......Page 110
Quality Highlight 4-1: Solectron Corporation......Page 112
Costs of Quality......Page 113
PAF Paradigm......Page 114
Accounting for Quality-Related Costs......Page 115
Lundvall-Juran Quality Cost Model......Page 116
Focus through Quality......Page 117
Order Winners......Page 118
Forced-Choice Model......Page 119
A Closer look At Quality 4-2: A Mature Strategic Planning Process......Page 120
Does Quality Lead to Better Business Results?......Page 121
Quality and Price......Page 122
Quality and Profitability......Page 123
Supply Chain Strategy......Page 124
Discussion Questions......Page 126
Problems......Page 127
Case 4-1: Mallinckrodt Pharmaceuticals: Realizing Multiple Benefits through Improved Quality......Page 128
Case 4-2: MidwayUSA......Page 129
Chapter 5 The Voice of the Customer......Page 131
The Pitfalls of Reactive Customer-Driven Quality......Page 132
Customer-Relationship Management......Page 133
Complaint Resolution......Page 134
Guarantees......Page 135
The “Gaps” Approach to Service Design......Page 136
Strategic Supply Chain Alliances between Customers and Suppliers......Page 138
Process-Chain-Network (PCN) Tool for Service Design......Page 140
The Role of the Customer in the Supply Chain......Page 141
Communicating Downstream......Page 142
Customer Service Surveys......Page 143
A Closer look At Quality 5-2: Misusing Surveys......Page 144
Customer Response Lines and Web Sites......Page 147
Managing Customer Retention and Loyalty......Page 148
A Word on Excellent Design......Page 149
Discussion Questions......Page 151
Case 5-1: Irish Transport Provider: Continuous Quality Improvement through a Commitment to External and Internal Customers......Page 152
Case 5-2: India-based Life Insurer Improves Customer Retention throughSix Sigma and Quality Tools......Page 153
Gaining Insights through Benchmarking......Page 155
Product Benchmarking......Page 157
Quality Highlight 6-1: Pal’s Sudden Service......Page 158
Purposes of Benchmarking......Page 159
Difficulties in Monitoring and Measuring Performance......Page 160
Commonly Benchmarked Performance Measures......Page 162
Business Process Benchmarking......Page 164
Robert Camp’s Business Process Benchmarking Process......Page 166
A Closer look At Quality 6-1: Benchmarking at PwC......Page 167
A Closer look At Quality 6-2: The Legal Environment of Benchmarking......Page 168
Problems with Benchmarking......Page 169
Discussion Questions......Page 170
Problems......Page 171
Case 6-1: Amgen Corporation: Using Benchmarking as a Means of Copingwith Rapid Growth......Page 174
Case 6-2: AT&T Teleholdings: Making Benchmarking a Part of the ProcessImprovement Tool Kit......Page 175
Designing Products for Quality......Page 177
The Design Process......Page 178
Quality Highlight 7-1: Apple’s Watch: A Philosophy of Design......Page 180
Quality Function Deployment (QFD)......Page 181
Technology in Design......Page 186
Organizing the Design Team......Page 189
A Closer look At Quality 7-1: Ski Design......Page 190
Designing Products That Work......Page 191
A Closer look At Quality 7-2: It Takes a Scientist to Design a Winter Coat......Page 192
Design for Manufacture Method......Page 193
Design for Maintainability......Page 194
Quality Highlight 7-2: Designing Reliable Luxury at Vuitton......Page 195
Failure Modes and Effects Analysis......Page 196
How FMEA Works......Page 197
Failure Modes, Effects, and Criticality Analysis......Page 198
Product Traceability and Recall Procedures......Page 199
Summary......Page 200
Discussion Questions......Page 201
Problems......Page 202
Case 7-2: Food Processing Plant: Creating a Quality Product using Blending Improvement Methods......Page 204
Chapter 8 Designing Quality Services......Page 206
Internal versus External Services......Page 207
How Are Service Quality Issues Different from Those of Manufacturing?......Page 208
What Do Services Customers Want?......Page 209
Quality Highlight 8-1: Ritz-Carlton Hotels......Page 211
Expectations......Page 212
Gap Analysis......Page 214
Assessing Differences in Expectations and Perceptions by Using the Differencing Technique......Page 216
Services Blueprinting......Page 219
Moments of Truth......Page 220
A Closer look At Quality 8-2: Quality in Health Care......Page 221
Poka-yoke......Page 222
The Customer Benefits Package......Page 223
Service Transaction Analysis......Page 224
A Closer look At Quality 8-3: Government Service Quality: A Stopand-Go Process......Page 227
Supply Chain Quality in Services......Page 228
A Theory for Service Quality Management......Page 229
Discussion Questions......Page 230
Problems......Page 231
Case 8-1: Google Designs Quality Services with Customers in Mind......Page 235
Case 8-2: UPS: Delivering the Total Package in Customer Service......Page 236
The Value Chain......Page 237
Supplier Alliances......Page 238
Single-Sourcing Examples......Page 241
Quality Highlight 9-1: A Bumpy Ride at Boeing......Page 242
Supplier Development......Page 243
Quality Highlight 9-2: Integrating Forward along the Supply Chain: 3MDental Products Division......Page 244
Supplier Relationship Management Systems (SRMS)......Page 245
Quality Management System......Page 246
Management Responsibility......Page 247
Building an Understanding of Supply Chain Quality Management......Page 248
Discussion Questions......Page 249
Case 9-1: AT&T: Setting High Standards for Suppliers and Rewarding Supplier Performance......Page 250
Case 9-2: Managing the Supply Chain at Honeywell......Page 251
Part 3 Implementing Quality......Page 264
Improving the System......Page 265
Ishikawa’s Basic Seven Tools of Quality......Page 266
Process Maps......Page 267
A Closer look At Quality 10-1: Extended Value Stream Mappingof Supply Chains......Page 271
Check Sheets......Page 273
Histograms......Page 274
Scatter Diagrams......Page 275
Cause-and-Effect (Ishikawa) Diagrams......Page 277
Pareto Charts......Page 279
The Seven New Tools for Improvement......Page 282
The Affinity Diagram......Page 284
The Interrelationship Digraph......Page 286
Tree Diagrams......Page 287
Prioritization Grid......Page 289
Matrix Diagram......Page 291
Activity Network Diagram......Page 292
Balanced Scorecards......Page 294
Discussion Questions......Page 296
Problems......Page 297
Case 10-1: Corporate Universities: Teaching the Tools of Quality......Page 300
Case 10-2: Zurich: Creating Quality Customer Care......Page 301
Chapter 11 Statistically Based Quality Improvement for Variables......Page 303
Quality Highlight 11-1: Statistical Tools in Action......Page 304
Understanding Process Variation......Page 305
Sampling by Rational Subgroups......Page 307
Variables and Attributes Control Charts......Page 308
Understanding Process Charts......Page 310
x– and R Charts......Page 312
Interpreting Control Charts......Page 313
Using Excel to Draw x– and R Charts......Page 318
X and Moving Range (MR) Charts for Population Data......Page 319
Using Excel to Draw X and MR Charts......Page 320
Median Charts......Page 321
Using Excel to Draw Median Charts......Page 322
x– and s Charts......Page 323
Moving Average Chart......Page 324
Choosing the Correct Variables Control Chart......Page 325
Process Capability for Variables......Page 327
Population versus Sampling Distributions......Page 328
Capability Studies......Page 330
Other Statistical Techniques in Quality Management......Page 332
Summary......Page 333
Problems......Page 334
Case 11-1: Ore-Ida Fries......Page 338
Chapter 12 Statistically Based Quality Improvement for Attributes......Page 340
p Charts for Proportion Defective......Page 341
Using Excel to Draw p Charts......Page 343
np charts......Page 344
c and u Charts......Page 346
Using Excel to Draw c and u Charts......Page 348
Choosing the Right Attributes Chart......Page 349
Series Reliability......Page 350
Parallel Reliability......Page 351
Measuring Reliability......Page 352
A Closer look At Quality 12-1: Quality Control at GNC......Page 353
System Availability......Page 354
Problems......Page 355
Case 12-1: Decision Sciences Institute National Conference......Page 359
Chapter 13 Lean-Six Sigma Management and Tools......Page 362
What Is Six Sigma?......Page 363
Organizing Lean-Six Sigma......Page 364
A Closer look At Quality 13-1: Lean/Six Sigma at Textron......Page 366
DMAIC Overview......Page 367
Define Phase......Page 368
Project Evaluation......Page 369
Selecting Process Outcomes......Page 372
Verifying Measurements......Page 376
Gauge R&R......Page 377
Analyzing Sources of Variation......Page 380
Control Phase......Page 381
Robust Design......Page 382
Quality Loss Function......Page 383
The Taguchi Process......Page 385
Using Excel to Solve Taguchi Experiments......Page 387
Design for Six Sigma......Page 388
Key Terms......Page 389
Problems......Page 390
Case 13-1: The Neiman-Marcus Cookie......Page 395
Part 4 Forever Improving the Quality System......Page 396
Chapter 14 Managing Quality Improvement Teams and Projects......Page 397
Employee Empowerment and Involvement......Page 398
Flattening Hierarchies for Improved Effectiveness......Page 400
Team Leader Roles and Responsibilities......Page 401
Team Formation and Evolution......Page 402
Team Rules......Page 403
Natural Work Groups......Page 404
A Closer look At Quality 14-2: Lessons from Effective Teams Outside the Business World......Page 405
Implementing Teams......Page 406
Meeting Management......Page 407
Conflict Resolution in Teams......Page 408
Saving Quality Teams from Failure: Diagnosing Problems and Intervening Before it Is Too Late......Page 410
Qualifying Projects......Page 411
Project Charters......Page 412
Force-Field Analysis......Page 413
Work Breakdown Structure (WBS)......Page 414
Identifying Task Times......Page 415
Activity Network Diagrams......Page 416
Managing Multiple Projects......Page 420
Summary......Page 421
Discussion Questions......Page 422
Problems......Page 423
Case 14-1: General Motors: Technical Problem Solving Group Drives Excellence......Page 425
Chapter 15 Implementing and Validating the Quality System......Page 427
People......Page 428
Organizational Learning and Knowledge......Page 429
Closeness to Customers......Page 430
The Integrative Approach......Page 431
Internal Validation: Documenting and Assessing the Quality System......Page 432
A Closer look At Quality 15-1: A Simple Self-Assessment Tool......Page 435
Quality Audits......Page 438
Quality Audit Process......Page 439
Types of Audits......Page 440
Validating the Quality System......Page 441
Key Terms......Page 442
Case 15-1: Setting Priorities Using the Baldrige Criteria......Page 443
Appendix......Page 446
Glossary......Page 449
Index......Page 464