Produktbild: Managing Quality

Managing Quality An Essential Guide and Resource Gateway

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Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

29.07.2016

Herausgeber

Barrie G. Dale + weitere

Verlag

John Wiley & Sons

Seitenzahl

352

Maße (L/B/H)

24.5/17.1/2.7 cm

Gewicht

605 g

Auflage

6. Auflage

Sprache

Englisch

ISBN

978-1-119-13092-5

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

29.07.2016

Herausgeber

Verlag

John Wiley & Sons

Seitenzahl

352

Maße (L/B/H)

24.5/17.1/2.7 cm

Gewicht

605 g

Auflage

6. Auflage

Sprache

Englisch

ISBN

978-1-119-13092-5

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Die Leseprobe wird geladen.
  • Produktbild: Managing Quality
  • List of Figures xi
     
    List of Tables and Boxes xiii
     
    Acknowledgements xv
     
    Preface xvii
     
    About the Authors xxi
     
    Part One The Development and Introduction of Total Quality Management (TQM) 1
     
    Chapter 1 TQM: An Overview and the Role of Management 3
    B. G. DALE, M. PAPALEXI, D. BAMFORD AND A. VAN DER WIELE
     
    Introduction 3
     
    What is Quality? 4
     
    Why is Quality Important? 11
     
    The Evolution of Quality Management 15
     
    The Key Elements of TQM 22
     
    The Need for Senior Managers to Get Involved in TQM 25
     
    What Senior Managers Need to Know about TQM 28
     
    What Senior Managers Need to Do about TQM 29
     
    Summary 33
     
    References 33
     
    Chapter 2 The Received Wisdom on TQM 37
    B. G. DALE, M. PAPALEXI, D. BAMFORD AND A. VAN DER WIELE
     
    Introduction 37
     
    Crosby (1926-2001) 37
     
    Deming (1900-1993) 39
     
    Feigenbaum (1922-2014) 41
     
    Juran (1904-2008) 43
     
    Are the Approaches of these Gurus Different? 44
     
    Imai (b. 1930) 45
     
    Ishikawa (1915-1989) 45
     
    Shingo (1909-1990) 46
     
    Taguchi (1924-2012) 47
     
    Japanese-Style Total Quality 48
     
    Summary 49
     
    References 50
     
    Chapter 3 The Introduction and a Framework for TQM 53
    B. G. DALE, M. PAPALEXI, D. BAMFORD AND A. VAN DER WIELE
     
    Introduction 53
     
    Change and Continuous Improvement 54
     
    Forces for Change 55
     
    How Do Companies Get Started? 57
     
    Approaches to TQM 58
     
    A Framework for the Introduction of TQM 60
     
    Organizing 63
     
    Systems and Techniques 66
     
    Measurement and Feedback 67
     
    Changing the Culture 69
     
    Use of the Framework 72
     
    Outcomes 74
     
    Summary 74
     
    References 75
     
    Part Two The Business Context of TQM 77
     
    Chapter 4 Policy Deployment 79
    R. G. LEE, B. G. DALE, I. REID AND D. BAMFORD
     
    Introduction 79
     
    Definitions: Policy Deployment 81
     
    What is Policy Deployment? 82
     
    What Policy Deployment is Not 84
     
    The Policy Deployment Process 85
     
    A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Policy Deployment 92
     
    Summary 97
     
    References 99
     
    Chapter 5 Quality Costing 101
    B. G. DALE, I. REID AND D. BAMFORD
     
    Introduction 101
     
    Definition and Categorization of Quality Costs 101
     
    Collecting Quality Costs 105
     
    Some Cost Aspects in Business 108
     
    Reporting Quality Costs 110
     
    Uses of Quality Costs 112
     
    Summary 116
     
    References 117
     
    Chapter 6 Managing Service Quality 119
    B. R. LEWIS, I. REID AND D. BAMFORD
     
    Introduction 119
     
    The Service Environment 120
     
    Defining Service Quality 122
     
    The Role of Personnel in Service Delivery 128
     
    Service Delivery 130
     
    Summary 135
     
    References 136
     
    Chapter 7 Supplier Development 141
    B. G. DALE, B. BURNES, I. REID AND D. BAMFORD
     
    Introduction 141
     
    Long-Term Issues of Partnership 142
     
    Barriers to Developing Partnerships 143
     
    Conditions of Partnership 146
     
    The Issues to be Considered in Partnership 147
     
    The Process of Partnership 151
     
    Potential Difficulties of Operating Partnerships 153
     
    Summary 154
     
    References 156
     
    Part Three Quality Management Systems, Tools and Techniques 159
     
    Chapter 8 Quality Management Systems and the ISO 9000 series 161
    B. G. DALE, B. DEHE AND D. BAMFORD
     
    Introduction 161