Principles of Total Quality, Third Edition

✍ Scribed by Vincent K. Omachonu, Joel E. Ross

• Publisher: CRC Press
• Year: 2004
• Tongue: English
• Leaves: 518
• Edition: 3
• Category: Library

✦ Synopsis

In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors. This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations. The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.

✦ Table of Contents

BOOK COVER......Page 1
TITLE......Page 2
COPYRIGHT......Page 3
TABLE OF CONTENTS......Page 4
PREFACE......Page 16
ABOUT THE AUTHORS......Page 18
I MANAGEMENT OF TOTAL QUALITY......Page 20
II PROCESSES AND QUALITY TOOLS......Page 22
III CRITERIA FOR QUALITY PROGRAMS......Page 24
IV SPECIAL TOPICS IN QUALITY......Page 26
1 TOTAL QUALITY MANAGEMENT AND THE REVIVAL OF QUALITY IN THE U.S.......Page 28
2 LEADERSHIP......Page 48
3 INFORMATION AND ANALYSIS......Page 66
4 STRATEGIC QUALITY PLANNING......Page 84
5 HUMAN RESOURCE DEVELOPMENT AND QUALITY MANAGEMENT......Page 106
6 MANAGEMENT OF PROCESS QUALITY......Page 122
7 CUSTOMER FOCUS AND SATISFACTION......Page 146
8 BENCHMARKING......Page 166
9 ORGANIZING FOR TOTAL QUALITY MANAGEMENT......Page 184
10 QUALITY AND PRODUCTIVITY......Page 208
11 THE COST OF QUALITY......Page 230
12 THE CONCEPT OF A PROCESS......Page 250
13 UNDERSTANDING DATA......Page 256
14 THE SEVEN BASIC QUALITY CONTROL TOOLS......Page 276
15 CONTROL CHARTS FOR VARIABLES......Page 300
16 CONTROL CHARTS FOR ATTRIBUTES......Page 320
17 WHEN TO USE THE DIFFERENT CONTROL CHARTS......Page 338
18 QUALITY IMPROVEMENT STORIES......Page 344
19 QUALITY FUNCTION DEPLOYMENT......Page 356
20 ISO 9000......Page 372
21 THE BALDRIGE AWARD......Page 390
22 QS-9000......Page 396
23 ISO 14000......Page 400
24 ISO 9000: A PRACTICAL STEP-BY-STEP APPROACH......Page 406
25 PROCESS CAPABILITY......Page 418
26 INTRODUCTION TO RELIABILITY......Page 456
27 INTRODUCTION TO SIX SIGMA......Page 468
28 HEALTHCARE SERVICE EXCELLENCE......Page 476
INDEX......Page 504