Preface;
Part;1:;principles;and;practices;
1:;introduction;
Definition;
Basic;approach;
Gurus;of;tqm;
Tqm;framework;
Awareness;
Defining;quality;
Historical;review;
Obstacles;
Benefits;of;tqm;
Tqm;exemplary;organization;
Exercises;
2:;leadership;
Definitions;
Characteristics;of;quality;leaders;
Leadership;concepts;
7;habits;of;highly;effective;people;
Ethics;
Deming;philosophy;
Role;of;tqm;leaders;
Implementation;
Quality;control;
Core;values,;concepts,;and;framework;
Quality;statements;
Strategic;planning;
Communications;
Decision;making;
Tqm;exemplary;organization;
Exercises;
3:;customer;satisfaction;
Introduction;
Who;is;the;customer?;
Customer;perception;of;quality;
Feedback;
Using;customer;complaints;
Service;quality;
Translating;needs;into;requirements;
Customer;retention;
Additional;comments;
Tqm;exemplary;organization;
Exercises;
4:;employee;involvement;
Introduction;
Motivation;
Employee;surveys;
Empowerment;
Teams;
Suggestion;system;
Recognition;and;reward;
Gainsharing;
Performance;appraisal;
Unions;and;employee;involvement;
Benefits;of;employee;involvement;
Additional;comments;
Tqm;exemplary;organization;
Exercises;
5:;continuous;process;improvement;
Introduction;
Process;
Juran;trilogy;
Improvement;strategies;
Types;of;problems;
Pdsa;cycle;
Problem-solving;method;
Kaizen;
Reengineering;
Six-sigma;
Tqm;exemplary;organization;
Exercises;
6:;supplier;partnership;
Introduction;
Principles;of;customer/supplier;relations;
Partnering;
Sourcing;
Supplier;selection;
Supplier;certification;
Supplier;rating;
Relationship;development;
Tqm;exemplary;organization;
Exercises;
7:;performance;measures;
Introduction;
Basic;concepts;
Strategy;
Performance;measure;presentation;
Quality;costs;
Malcolm;baldrige;national;quality;award;
Tqm;exemplary;organization;
Exercises.;Part;2:;tools;and;techniques;
8:;benchmarking;
Introduction;
Benchmarking;defined;
Reasons;to;benchmark;
Process;
Deciding;what;to;benchmark;
Understanding;current;performance;
Planning;
Studying;others;
Learning;from;the;data;
Using;the;findings;
Pitfalls;and;criticisms;of;benchmarking;
Tqm;exemplary;organization;
Exercises;
9:;information;technology;
Introduction;
History;
Computers;and;the;quality;function;
Internet;and;other;electronic;communication;
Information;quality;issues;
Technologies;of;the;future;
Conclusion;
Tqm;exemplary;organization;
Exercises;
10:;quality;management;systems;
Introduction;
Benefits;of;iso;registration;
Iso;9000;series;of;standards;
Sector-specific;standards;
Iso;9001;requirements;
Implementation;
Documentation;
Writing;the;documents;
Internal;audits;
Registration;
Closing;comments;
Tqm;exemplary;organization;
Exercises;
11:;environmental;management;system;
Introduction;
Iso;14000;series;standards;
Concepts;of;iso;14001;
Requirements;of;iso;14001;
Benefits;of;ems;
Integrating;iso;14000;with;iso;9000;
Relationship;to;health;and;safety;
Additional;comments;
Tqm;exemplary;organization;
Exercises;
12:;quality;function;deployment;
Introduction;
Qfd;team;
Benefits;of;qfd;
Voice;of;the;customer;
Organization;of;information;
House;of;quality;
Building;a;house;of;quality;
Qfd;process;
Examples;
Conclusion;
Tqm;exemplary;organization;
Exercises;
13:;quality;by;design;
Introduction;
Rationale;for;implementation;
Benefits;
Teams;
Communication;models;
Implementation;
Tools;
Misconceptions;and;pitfalls;
Tqm;exemplary;organization;
Exercises;
14:;failure;mode;and;effect;analysis;
Introduction;
Reliability;
Reliability;requirements;
Failure;rate;
Intent;of;fmea;
Fmea;team;
Fmea;documentation;
Stages;of;fmea;
Design;fmea;document;
Process;fmea;document;
Other;types;of;fmea;
Example;of;fmea;document;preparation;
Tqm;exemplary;organization;
Exercises.;15:;products;liability;
Introduction;
History;
Product;safety;law;
Products;liability;law;
Defenses;
Proof;and;the;expert;witness;
Financial;loss;
Future;of;products;liability;
Prevention;
Tqm;exemplary;organization;
Exercises;
16:;total;productive;maintenance;
Introduction;
Plan;
Learning;the;new;philosophy;
Promoting;the;philosophy;
Training;
Improvement;needs;
Goal;
Developing;plans;
Autonomous;work;groups;
Summary;
Examples;
Tqm;exemplary;organization;
Exercises;
17:;management;tools;
Introduction;
Why,;why;
Forced;field;analysis;
Nominal;group;technique;
Affinity;diagram;
Interrelationship;digraph;
Tree;diagram;
Matrix;diagram;
Prioritization;matrices;
Process;decision;program;chart;
Activity;network;diagram;
Summary;
Tqm;exemplary;organization;
Exercises;
18:;statistical;process;control;
Introduction;
Pareto;diagram;
Process;flow;diagram;
Cause-and-effect;diagram;
Check;sheets;
Histogram;
Statistical;fundamentals;
Introduction;to;control;charts;
Variable;control;charts;
State;of;control;
Out-of-control;process;
Process;capability;
Different;control;charts;for;variables;
Control;charts;for;attributes;
Scatter;diagrams;
Summary;
Tqm;exemplary;organization;
Exercises;
19:;experimental;design;
Introduction;
Basic;statistics;
Hypotheses;
T;test;
F;test;
One;factor;at;a;time;
Orthogonal;design;
Point;and;interval;estimate;
Two;factors;
Full;factorials;
Fractional;factorials;
Examples;
Conclusion;
Tqm;exemplary;organization;
Exercises;
20:;taguchi's;quality;engineering;
Introduction;
Loss;function;
Orthogonal;arrays;
Signal-to-noise;(s/n);ratio;
Parameter;design;
Tolerance;design;
Conclusion;
Tqm;exemplary;organization;
Exercises;
Appendix;
Table;a:;control;chart;factors;
Table;b:;critical;values;of;t;distribution;
Table;c-1:;critical;values;of;f;distribution;(cx;=;0-1);
Table;c-2:;critical;values;of;f;distribution;(cx;=;0-05);
Table;c-3:;critical;values;of;f;distribution;(cx;=;0-01);
Table;d:;orthogonal;arrays;
References;
Index.