Rev. ed. of: Quality management : introduction to total quality management for production, processing, and services. 5th ed. 2006.

Includes bibliographical references and index.

Table of Contents

CONTENTS
PART ONE Philosophy and
Concepts 1
CHAPTER 1 The Total Quality Approach to Quality
Management 3
WHAT IS QUALITY?3 THE TOTAL QUALITY
APPROACH DEFINED 6 TWO VIEWS OF
QUALITY 11 KEY ELEMENTS OF TOTAL
QUALITY 12 TOTAL QUALITY PIONEERS 17
KEYS TO TOTAL QUALITY SUCCESS 27 SIX
SIGMA CONCEPT 27 HOW IS SIX SIGMA
ACHIEVED?30 THE FUTURE OF QUALITY
MANAGEMENT 33 SUMMARY 35 KEY TERMS
AND CONCEPTS 36 FACTUAL REVIEW
QUESTIONS 36 CRITICAL THINKING ACTIVITY
36 DISCUSSION ASSIGNMENTS 37 ENDNOTES
41
CHAPTER 2 Quality and Global
Competitiveness 43
THE RELATIONSHIP BETWEEN QUALITY AND COMPETITIVENESS 44
COST OF POOR QUALITY 44 COMPETITIVENESS AND THE U.S.
ECONOMY 46 FACTORS INHIBITING COMPETITIVENESS 49
COMPARISONS OF INTERNATIONAL COMPETITORS 56 HUMAN
RESOURCES AND COMPETITIVENESS 59 CHARACTERISTICS OF WORLD-
CLASS ORGANIZATIONS 63 E-COMMERCE, INFORMATION QUALITY,
AND COMPETITIVENESS 65 MANAGEMENT BY ACCOUNTING:
ANTITHESIS OF TOTAL QUALITY 66 KEY GLOBAL TRENDS 68
U.S. COMPANIES: GLOBAL STRENGTHS AND WEAKNESSES 70
vii
QUALITY MANAGEMENT PRACTICES IN ASIAN COUNTRIES 72
SUMMARY 73 KEY TERMS AND CONCEPTS 74 FACTUAL REVIEW
QUESTIONS 74 CRITICAL THINKING ACTIVITY 75 DISCUSSION
ASSIGNMENTS 75 ENDNOTES 80
CHAPTER 3 Strategic Management: Planning
and Execution for Competitive Advantage 81
WHAT IS STRATEGIC MANAGEMENT?82 COMPETITIVE STRATEGY
82 COMPONENTS OF STRATEGIC MANAGEMENT 83 STRATEGIC
PLANNING OVERVIEW 83 CREATIVE THINKING IN STRATEGIC
PLANNING 84 CONDUCTING THE SWOT ANALYSIS 85
DEVELOPING THE VISION 88 DEVELOPING THE MISSION 90
DEVELOPING THE GUIDING PRINCIPLES 92 DEVELOPING BROAD
STRATEGIC OBJECTIVES 93 DEVELOPING SPECIFIC TACTICS (ACTION
PLAN)97 EXECUTING THE STRATEGIC PLAN 101 STRATEGIC
PLANNING IN ACTION: A ?REAL-WORLD? CASE 104
REVOLUTIONARY THINKING IN STRATEGIC PLANNING 109
SUMMARY 111 KEY TERMS AND CONCEPTS 112 FACTUAL REVIEW
QUESTIONS 112 CRITICAL THINKING ACTIVITY 113 ENDNOTES 113
CHAPTER 4 Quality Management, Ethics,
and Corporate Social Responsibility 114
ETHICS DEFINED 115 TRUST AND TOTAL
QUALITY 118 VALUES AND TOTAL
QUALITY 120 INTEGRITY AND TOTAL
QUALITY 121 RESPONSIBILITY AND TOTAL
QUALITY 121
Contents
ix
MANAGER?S ROLE IN ETHICS 123 ORGANIZATION?S ROLE IN
ETHICS 125 HANDLING ETHICAL DILEMMAS 126 ETHICS
TRAINING AND CODES OF BUSINESS CONDUCT 126 MODELS
FOR MAKING ETHICAL DECISIONS 129 BELIEFS VERSUS
BEHAVIOR: WHY THE DISPARITY? 131 ETHICAL DILEMMAS:
CASES 133 CORPORATE SOCIAL RESPONSIBILITY DEFINED
137 SUMMARY 138 KEY TERMS AND CONCEPTS 139
FACTUAL REVIEW QUESTIONS 139 CRITICAL THINKING
ACTIVITY 140 DISCUSSION ASSIGNMENTS 140 ENDNOTES
141
CHAPTER 5 Partnering and Strategic
Alliances 143
PARTNERING OR STRATEGIC ALLIANCES 143
INNOVATIVE ALLIANCES AND PARTNERSHIPS 149
INTERNAL PARTNERING 150 PARTNERING WITH
SUPPLIERS 153 PARTNERING WITH CUSTOMERS 158
PARTNERING WITH POTENTIAL COMPETITORS 159
GLOBAL PARTNERING 165 EDUCATION AND
BUSINESS PARTNERSHIPS 165 SUMMARY 166 KEY
TERMS AND CONCEPTS 167 FACTUAL REVIEW
QUESTIONS 167 CRITICAL THINKING ACTIVITY 168
DISCUSSION ASSIGNMENTS 168 ENDNOTES 171
CHAPTER 6 Quality Culture: Changing
Hearts, Minds, and Attitudes 173
UNDERSTANDING WHAT A QUALITY CULTURE IS 173
QUALITY CULTURE VERSUS TRADITIONAL CULTURES 176
ACTIVATING CULTURAL CHANGE 178 CHANGING
LEADERS TO ACTIVATE CHANGE 179
LAYING THE GROUNDWORK FOR A QUALITY CULTURE 180
LEARNING WHAT A QUALITY CULTURE LOOKS LIKE 182
COUNTERING RESISTANCE TO CULTURAL CHANGE 182
ESTABLISHING A QUALITY CULTURE 187 MAINTAINING A
QUALITY CULTURE 192 SUMMARY 193 KEY TERMS AND
CONCEPTS 194 FACTUAL REVIEW QUESTIONS 195 CRITICAL
THINKING ACTIVITY 195 DISCUSSION ASSIGNMENTS 195
ENDNOTES 197
CHAPTER 7 Customer Satisfaction, Retention, and
Loyalty 198
UNDERSTANDING WHO ISA CUSTOMER 199 UNDERSTANDING
CUSTOMER-DEFINED QUALITY 200 IDENTIFYING EXTERNAL CUSTOMER
NEEDS 201 IDENTIFYING INTERNAL CUSTOMER NEEDS 205
COMMUNICATING WITH CUSTOMERS 206 USING CUSTOMER FEEDBACK
TO MAKE DESIGN IMPROVEMENTS 208 CUSTOMER SATISFACTION
PROCESS 210 CUSTOMER-DEFINED VALUE 210 CUSTOMER VALUE
ANALYSIS 212 CUSTOMER RETENTION 213 ESTABLISHING A CUSTOMER
FOCUS 216 RECOGNIZING THE CUSTOMER-DRIVEN ORGANIZATION 218
VALUE PERCEPTION AND CUSTOMER LOYALTY 219 CUSTOMER
LOYALTY MODEL 220 CUSTOMER LOYALTY VERSUS CUSTOMER
PROFITABILITY 221 CUSTOMERS AS INNOVATION PARTNERS 223
SUMMARY 225 KEY TERMS AND CONCEPTS 226 FACTUAL REVIEW
QUESTIONS 226 CRITICAL THINKING ACTIVITY 226 DISCUSSION
ASSIGNMENTS 227 ENDNOTES 228
Contents
xi
CHAPTER 8 Employee
Empowerment 230
EMPLOYEE EMPOWERMENT DEFINED 230
RATIONALE FOR EMPOWERMENT 233 INHIBITORS OF
EMPOWERMENT 234 MANAGEMENT?S ROLE IN
EMPOWERMENT 240 IMPLEMENTING EMPOWERMENT
241 HOW TO RECOGNIZE EMPOWERED EMPLOYEES
245 AVOIDING EMPOWERMENT TRAPS 245 BEYOND
EMPOWERMENT TO ENLISTMENT 246 SUMMARY 248
KEY TERMS AND CONCEPTS 248 FACTUAL REVIEW
QUESTIONS 249 CRITICAL THINKING ACTIVITY 249
DISCUSSION ASSIGNMENTS 250 ENDNOTES 253
CHAPTER 9 Leadership and
Change 254
LEADERSHIP DEFINED 255 LEADERSHIP FOR QUALITY 260
LEADERSHIP SKILLS: INHERITED OR LEARNED? 262 LEADERSHIP,
MOTIVATION, AND INSPIRATION 263 LEADERSHIP STYLES 265
LEADERSHIP STYLE IN A TOTAL QUALITY SETTING 267 BUILDING AND
MAINTAINING A FOLLOWING 267 LEADERSHIP VERSUS
MANAGEMENT 271 LEADERSHIP AND ETHICS 273 LEADERSHIP AND
CHANGE 274 EMPLOYEES AND MANAGERS ON CHANGE 275
RESTRUCTURING AND CHANGE 276 HOW TO LEAD CHANGE 278
LESSONS FROM DISTINGUISHED LEADERS 284 SERVANT LEADERSHIP
AND STEWARDSHIP 291 NEGATIVE INFLUENCES ON LEADERS: HOW TO
COUNTER THEM 293 SUMMARY 294
KEY TERMS AND CONCEPTS 295
FACTUAL REVIEW QUESTIONS 295
CRITICAL THINKING ACTIVITY 296
DISCUSSION ASSIGNMENTS 296
ENDNOTES 298
CHAPTER 10 Team Building and
Teamwork 300
OVERVIEW OF TEAM BUILDING AND TEAMWORK 300
BUILDING TEAMS AND MAKING THEM WORK 306 FOUR-
STEP APPROACH TO TEAM BUILDING 310 CHARACTER
TRAITS AND TEAMWORK 314 TEAMS ARE NOT BOSSED?
THEY ARE COACHED 317 HANDLING CONFLICT IN TEAMS
320 STRUCTURAL INHIBITORS OF TEAMWORK 322
REWARDING TEAM AND INDIVIDUAL PERFORMANCE 324
RECOGNIZING TEAMWORK AND TEAM PLAYERS 327
SUMMARY 327 KEY TERMS AND CONCEPTS 328 FACTUAL
REVIEW QUESTIONS 329 CRITICAL THINKING ACTIVITY 329
DISCUSSION ASSIGNMENTS 329 ENDNOTES 330
CHAPTER 11 Effective
Communication 331
DEFINING COMMUNICATION 332 UNDERSTANDING THE ROLE OF
COMMUNICATION IN TOTAL QUALITY 334 UNDERSTANDING
COMMUNICATION AS A PROCESS 335 RECOGNIZING INHIBITORS OF
COMMUNICATION 335 ESTABLISHING A CONDUCIVE COMMUNICATION
CLIMATE 337 COMMUNICATING BY LISTENING 338 UNDERSTANDING
NONVERBAL COMMUNICATION FACTORS 345 COMMUNICATING VERBALLY
347 COMMUNICATING IN WRITING 350 COMMUNICATING CORRECTIVE
FEEDBACK 354 IMPROVING COMMUNICATION 354 HOW INTERPERSONAL
SKILLS AFFECT COMMUNICATION 357
Contents xiii
PERSONALITY AND COMMUNICATION 359
SUMMARY 361 KEY TERMS AND CONCEPTS
362 FACTUAL REVIEW QUESTIONS 363
CRITICAL THINKING ACTIVITY 364
DISCUSSION ASSIGNMENTS 364 ENDNOTES
364
CHAPTER 12 Education and
Training 366
OVERVIEW OF EDUCATION, TRAINING, AND LEARNING 366
RATIONALE FOR TRAINING 375 TRAINING NEEDS
ASSESSMENT 380 PROVIDING TRAINING 383 EVALUATING
TRAINING 388 MANAGERS AS TRAINERS AND TRAINEES 391
WORKFORCE LITERACY 400 IMPROVING LEARNING 403 WHY
TRAINING SOMETIMES FAILS 405 QUALITY TRAINING
CURRICULUM 406 ORIENTATION TRAINING 407 CUSTOMER
TRAINING 409 ETHICS TRAINING 410 MAKING E-LEARNING
WORK 412 SUMMARY 412 KEY TERMS AND CONCEPTS 414
FACTUAL REVIEW QUESTIONS 415 CRITICAL THINKING
ACTIVITY 416 DISCUSSION ASSIGNMENTS 416 ENDNOTES
420
CHAPTER 13 Overcoming Politics, Negativity, and Conflictin the
Workplace 422
INTERNAL POLITICS DEFINED 423 POWER AND POLITICS 425
ORGANIZATIONAL STRUCTURE AND INTERNAL POLITICS 426
INTERNAL POLITICS IN ACTION 430 INTERNAL POLITICIANS
AND THEIR METHODS 434
IMPACT OF INTERNAL POLITICS ON QUALITY 441 CONTROLLING
INTERNAL POLITICS IN ORGANIZATIONS 443 OVERCOMING
NEGATIVITY IN ORGANIZATIONS 452 OVERCOMING TERRITORIAL
BEHAVIOR IN ORGANIZATIONS 454 MANAGING CONFLICT IN
ORGANIZATIONS 456 SUMMARY 461 KEY TERMS AND CONCEPTS
462 FACTUAL REVIEW QUESTIONS 462 CRITICAL THINKING
ACTIVITY 463 DISCUSSION ASSIGNMENTS 463 ENDNOTES 464
CHAPTER 14 ISO 9000 and Total Quality: The
Relationship 466
ISO 9000: WHAT IT IS 466 THE ISO 9000 QUALITY MANAGEMENT SYSTEM: A
DEFINITION 469 COMPARATIVE SCOPE OF ISO 9000 AND TOTAL QUALITY
MANAGEMENT 470 THE ORIGIN OF ISO 9000 474 AIMS OF ISO 9000 AND
TOTAL QUALITY MANAGEMENT 475 MANAGEMENT MOTIVATION FOR
REGISTRATION TO ISO 9000 475 COMPATIBILITY OF ISO 9000 AND TOTAL
QUALITY 476 MOVEMENT FROM ISO 9000 TO TQM AND VICE VERSA 476 ISO
9000 AS AN ENTRY INTO TOTAL QUALITY MANAGEMENT 477 SUMMARY 478
KEY TERMS AND CONCEPTS 478 FACTUAL REVIEW QUESTIONS 479 CRITICAL
THINKING ACTIVITY 479 DISCUSSION ASSIGNMENT 479 ENDNOTES 480
PART TWO Tools and
Techniques 481
CHAPTER 15 Overview of Total
Quality Tools 483
TOTAL QUALITY TOOLS DEFINED 484
THE PARETO CHART 484
Contents xv
CAUSE-AND-EFFECT DIAGRAMS 488 CHECK SHEETS
493 HISTOGRAMS 498 SCATTER DIAGRAMS 510 RUN
CHARTS AND CONTROL CHARTS 513
STRATIFICATION 515 SOME OTHER TOOLS
INTRODUCED 520 MANAGEMENT?S ROLE IN TOOL
DEPLOYMENT 525 SUMMARY 528 KEY TERMS AND
CONCEPTS 529 FACTUAL REVIEW QUESTIONS 529
CRITICAL THINKING ACTIVITIES 530 DISCUSSION
ASSIGNMENT 533 ENDNOTES 534
CHAPTER 16 Problem Solving and Decision
Making 535
PROBLEM SOLVING FOR TOTAL QUALITY 536 SOLVING AND
PREVENTING PROBLEMS 537 PROBLEM-SOLVING AND
DECISION-MAKING TOOLS 546 DECISION MAKING FOR
TOTAL QUALITY 546 THE DECISION-MAKING PROCESS 548
OBJECTIVE VERSUS SUBJECTIVE DECISION MAKING 550
SCIENTIFIC DECISION MAKING AND PROBLEM SOLVING 552
EMPLOYEE INVOLVEMENT IN DECISION MAKING 554 ROLE OF
INFORMATION IN DECISION MAKING 555 USING
MANAGEMENT INFORMATION SYSTEMS (MIS) 557
CREATIVITY IN DECISION MAKING 558 SUMMARY 560 KEY
TERMS AND CONCEPTS 561 FACTUAL REVIEW QUESTIONS 561
CRITICAL THINKING ACTIVITY 562 DISCUSSION
ASSIGNMENTS 563 ENDNOTES 565
CHAPTER 17 Quality Function
Deployment (QFD) 566
WHAT IS QFD? 566 BENEFITS OF QFD 570 CUSTOMER
INFORMATION: FEEDBACK AND INPUT 571 QFD TOOLS
576 IMPLEMENTING QFD 583 SUMMARY 585 KEY
TERMS AND CONCEPTS 586 FACTUAL REVIEW
QUESTIONS 586 CRITICAL THINKING ACTIVITY 586
DISCUSSION ASSIGNMENT 587 ENDNOTES 587
CHAPTER 18 Optimizing and Controlling Processes
Through Statistical Process Control (SPC) 588
STATISTICAL PROCESS CONTROL DEFINED 589
RATIONALE FOR SPC 590 CONTROL CHART
DEVELOPMENT 597 MANAGEMENT?S ROLE IN SPC 614
ROLE OF THE TOTAL QUALITY TOOLS 615 AUTHORITY
OVER PROCESSES AND PRODUCTION 615
IMPLEMENTATION AND DEPLOYMENT OF SPC 617
INHIBITORS OF SPC 627 SUMMARY 628 KEY TERMS
AND CONCEPTS 629 FACTUAL REVIEW QUESTIONS 629
CRITICAL THINKING ACTIVITY 630 DISCUSSION
ASSIGNMENTS 630 ENDNOTES 637
CHAPTER 19 Continual
Improvement 638
RATIONALE FOR CONTINUAL IMPROVEMENT 638
MANAGEMENT?S ROLE IN CONTINUAL IMPROVEMENT 639
ESSENTIAL IMPROVEMENT ACTIVITIES 640 STRUCTURE FOR
QUALITY IMPROVEMENT 642
Contents xvii
THE SCIENTIFIC APPROACH 642
IDENTIFICATION OF IMPROVEMENT NEEDS 644
DEVELOPMENT OF IMPROVEMENT PLANS 645
COMMON IMPROVEMENT STRATEGIES 647
ADDITIONAL IMPROVEMENT STRATEGIES 650
THE KAIZEN APPROACH 653 GOLDRAT T?S
THEORY OF CONSTRAINTS 659 THE CEDAC
APPROACH 660 SUMMARY 665 KEY TERMS AND
CONCEPTS 666 FACTUAL REVIEW QUESTIONS
667 CRITICAL THINKING ACTIVITY 667
DISCUSSION ASSIGNMENT 668 ENDNOTES 668
CHAPTER 20
Benchmarking 670
BENCHMARKING DEFINED 671 BENCHMARKING
VERSUS REENGINEERING 673 RATIONALE FOR
BENCHMARKING 674 PREREQUISITES TO
BENCHMARKING 676 OBSTACLES TO SUCCESSFUL
BENCHMARKING 678 ROLE OF MANAGEMENT IN
BENCHMARKING 680 BENCHMARKING APPROACH
AND PROCESS 681 MAKING FULL USE OF
BENCHMARKING DATA 687 PERPETUAL
BENCHMARKING 689 BENCHMARKING RESOURCES
689 SUMMARY 690 KEY TERMS AND CONCEPTS 691
FACTUAL REVIEW QUESTIONS 691 CRITICAL
THINKING ACTIVITY 691 DISCUSSION ASSIGNMENTS
695 ENDNOTES 695
CHAPTER 21 Just-in-Time
Manufacturing (JIT) 696
JUST-IN-TIME DEFINED 696
RATIONALE FOR JIT 699
DEVELOPMENT OF JIT 702 RELATIONSHIP OF JIT TO TOTAL QUALITY AND WORLD-
CLASS MANUFACTURING 708 BENEFITS OF JIT 710 REQUIREMENTS OF JIT 722
AUTOMATION AND JIT 741 SUMMARY 743 KEY TERMS AND CONCEPTS 743 FACTUAL
REVIEW QUESTIONS 744 CRITICAL THINKING ACTIVITIES 744 DISCUSSION ASSIGNMENTS
745 ENDNOTES 747
CHAPTER 22 Implementing Total Quality
Management 749
RATIONALE FOR CHANGE 751 REQUIREMENTS FOR IMPLEMENTATION
754 ROLE OF TOP MANAGEMENT: LEADERSHIP 766 ROLE OF MIDDLE
MANAGEMENT 768 VIEWPOINTS OF THOSE INVOLVED 769
IMPLEMENTATION VARIATION AMONG ORGANIZATIONS 770
IMPLEMENTATION APPROACHES TO BE AVOIDED 774 AN
IMPLEMENTATION APPROACH THAT WORKS 776 GETTING ON WITH IT
782 WHAT TO DO IN THE ABSENCE OF COMMITMENT FROM THE TOP
783 IMPLEMENTATION STRATEGIES: ISO 9000 AND BALDRIGE 785
SUMMARY 788 KEY TERMS AND CONCEPTS 789 FACTUAL REVIEW
QUESTIONS 789 CRITICAL THINKING ACTIVITY 790 DISCUSSION
ASSIGNMENT 792 ENDNOTES 792
INDEX 794