| Preface | p. xi |
| Acknowledgments | p. xiv |
| Background for Quality | |
| Introduction | p. 1 |
| Classic in Quality | |
| Carry Out a Methods Improvement Program | p. 3 |
| Quality Perspectives | |
| Quality Managers and the Successful Management of Quality: An Insight | p. 10 |
| The Role of Scientific Method in Quality Management | p. 30 |
| Measuring Quality's Return on Investment | p. 45 |
| Quality by Industry | |
| Introduction | p. 51 |
| Manufacturing Sector | |
| Make Lean Manufacturing Work for You | p. 53 |
| Putting Taguchi Methods to Work to Solve Design Flaws | p. 62 |
| Predictive Process Management | p. 71 |
| Distributed Excellence: Quality, Not Quantity | p. 78 |
| Going Lean at Dana | p. 90 |
| Services Sector | |
| Becoming a Customer-Driven Company | p. 96 |
| A QFD/Hoshin Approach for Service Quality Deployment: A Case Study | p. 103 |
| Strategies for Retaining Customers | p. 123 |
| Six Sigma at Citibank | p. 141 |
| Public Sector | |
| Differences in Supervisor and Non-Supervisor Perceptions of Quality Culture and Organizational Climate | p. 148 |
| Quality Measurement Frameworks in the Public Sector | p. 159 |
| Education | |
| Quality Management Applied to Higher Education | p. 165 |
| Implementing Quality | |
| Introduction | p. 175 |
| Quality Transformation | |
| Planning/Strategy | |
| Scenario Learning | p. 177 |
| Building the Strategy Implementation Network | p. 188 |
| Leadership | |
| Changing Roles: Leadership in the 21st Century | p. 204 |
| The Tao of People-Based Management | p. 224 |
| Cultural Transformation | |
| Up the (E)Organization! A Seven-Dimensional Model for the Centerless Enterprise | p. 233 |
| Scot Forge: Employee Owners Create a Culture Committed to Quality and Customer Service | p. 246 |
| Knowledge Management | |
| Knowledge Transfer and Management Consulting: A Look at "The Firm" | p. 255 |
| Pick Employees' Brains | p. 273 |
| Why People Hoard Knowledge | p. 278 |
| Voice of the Customer | |
| Myths About Customers | p. 285 |
| Three Steps to Building e-Trust | p. 289 |
| Using E-Mail to Boost Customer Loyalty | p. 295 |
| Customer Call Centers and the Web | p. 304 |
| Satisfaction, Sacrifice, Surprise: Three Small Steps Create One Giant Leap into the Experience Economy | p. 309 |
| Why Dedicated Customer Retention Efforts Often Fail | p. 319 |
| Teams and Teamwork | |
| Paradox of Coordination and Control | p. 325 |
| Leading as a Team | p. 343 |
| TEAMusic: A New Exercise for Demonstrating Teamwork Principles | p. 351 |
| Learning Organizations | |
| Partnering Is the Foundation of a Learning Organization | p. 365 |
| From Managing to Enabling Knowledge | p. 386 |
| Why Good Management Ideas Fail: The Neglected Power of Organizational Culture | p. 401 |
| Communication | |
| Follow Me, Talk to Me | p. 410 |
| Putting Metaphors to Work for Change in Organizations | p. 423 |
| Training | |
| Reinventing Training at Rockwell Collins | p. 437 |
| Training to Manage Across Silos | p. 442 |
| Quality Tools and Techniques | |
| Process Management | |
| Specifications--Do We Really Understand What They Mean? | p. 451 |
| Poka-Yoke and Zero Waste | p. 463 |
| Enhanced Quality Tools: Making Improvements Visible in Complex Organizations | p. 472 |
| Old Tools--New Uses: Equipment FMEA | p. 480 |
| Six Sigma | |
| Six Sigma: Fad or Fundamental? | p. 488 |
| The Evolution of Six Sigma | p. 496 |
| Six Sigma: Marshaling an Attack on Costs | p. 513 |
| Who Needs Six Sigma, Anyway? | p. 519 |
| Functional Processes | |
| Product and Service Innovation | |
| Customers Hold the Secret to Product Reliability | p. 526 |
| Supply Chain Management | |
| The Manager's Guide to Supply Chain Management | p. 532 |
| The Agile Supply Chain: Competing in Volatile Markets | p. 550 |
| The Extended Enterprise: Aim for Mutual Gain and Competitive Advantage | p. 561 |
| Deere and Danfoss: Effective Supplier Development Approach Builds Flexibility to Meet Customer Needs | p. 571 |
| Human Resources | p. 584 |
| Human Capital | p. 584 |
| What Makes Employees Stay | p. 594 |
| Goalsharing Scores | p. 601 |
| Five Steps to Leadership Competencies | p. 606 |
| Information Technology | |
| What Makes the Internet Different | p. 614 |
| Creating an Experts Database | p. 625 |
| Making Faster, Better Decisions | p. 633 |
| Finance and Accounting | |
| Changing Standard Accounting Practices to Boost Improvement and Reduce Cost | p. 638 |
| Integrating ABC and ABM at Dow Chemical | p. 653 |
| Standards and Assessments | |
| ISO 9000 and Baldrige | |
| Clause Structure and Overall Content, Final Draft International Standard Version ISO 9001-2000 | p. 660 |
| Integrating ISO 9001:2000 and the Baldrige Criteria | p. 672 |
| Redefining Management Responsibility | p. 681 |
| Quality References | |
| Introduction | p. 689 |
| Quality Resource Organizations | p. 691 |
| Quality Resources Online 2001 | p. 709 |
| Directory of Magazines, Journals, and Newsletters That Cover Quality | p. 728 |
| Quotes on Quality | p. 758 |
| Calendar of Major Events, 2001 | p. 782 |
| Index | p. 799 |
| Table of Contents provided by Syndetics. All Rights Reserved. |