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| Preface | |
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| Business-Integrated Quality Systems | |
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| Organizational Structures | |
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| General Theory of Organization Structure | |
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| The Functional/Hierarchical Structure | |
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| Matrix Organizations | |
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| Cross-Functional Organization Structure | |
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| Process- or Product-Based (Horizontal) Organization Structures | |
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| Forms of Organization | |
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| The Quality Function | |
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| Juran Trilogy | |
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| Related Business Functions | |
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| Safety | |
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| Regulatory Issues | |
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| Product Liability | |
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| Environmental Issues Relating to the Quality Function | |
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| Approaches to Quality | |
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| Deming's Approach | |
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| Total Quality Control in Japan | |
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| ISO 9000 Series | |
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| Malcolm Baldrige National Quality Award | |
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| Deming Prize | |
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| European Quality Award | |
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| Total Quality Management (TQM) | |
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| Six Sigma | |
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| Customer-Focused Organizations | |
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| Integrated Planning | |
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| Strategic Planning | |
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| Organizational Vision | |
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| Strategy Development | |
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| Strategic Styles | |
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| Possibilities-Based Strategic Decisions | |
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| Strategic Development Using Constraint Theory | |
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| The Systems Approach | |
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| Basic Constraint Management Principles and Concepts | |
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| Tools of Constraint Management | |
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| Constraint Management Measurements | |
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| Understanding Customer Expectations and Needs | |
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| Customer Classifications | |
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| Customer Identification and Segmentation | |
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| Collecting Data on Customer Expectations and Needs | |
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| Customer Service and Support | |
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| Surveys | |
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| Focus Groups | |
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| Benchmarking | |
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| Getting Started with Benchmarking | |
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| Why Benchmarking Efforts Fail | |
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| Organizational Assessment | |
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| Assessing Quality Culture | |
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| Organizational Metrics | |
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| Cost of Quality | |
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| Process Control | |
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| Quantifying Process Variation | |
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| Descriptive Statistics | |
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| Enumerative and Analytic Studies | |
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| Acceptance Sampling | |
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| Statistical Control Charts | |
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| Variable Control Charts | |
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| Control Charts for Attributes Data | |
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| Control Chart Selection | |
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| Control Chart Interpretation | |
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| Using Specifications for Process Control | |
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| Process Capability Studies | |
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| How to Perform a Process Capability Study | |
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| Statistical Analysis of Process Capability Data | |
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| Interpreting Capability Indexes | |
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| Quality Audits | |
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| Types of Quality Audits | |
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| Product Audits | |
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| Process Audits | |
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| Systems Audits | |
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| Internal Audits | |
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| Two-Party Audits | |
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| Third-Party Audits | |
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| Desk Audits | |
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| Planning and Conducting the Audit | |
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| Auditor Qualifications | |
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| Internal Quality Surveys as Preparation | |
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| Steps in Conducting an Audit | |
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| Audit Reporting Process | |
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| Post-Audit Activities (Corrective Action, Verification) | |
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| Product, Process, and Materials Control | |
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| Work Instructions | |
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| Classification of Characteristics | |
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| Identification of Materials and Status | |
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| Purchased Materials | |
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| Customer-Supplied Materials | |
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| Work-in-Process (WIP) | |
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| Finished Goods | |
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| Lot Traceability | |
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| Materials Segregation Practices | |
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| Configuration Control | |
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| Deviations and Waivers | |
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| Supply Chain Management | |
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| Scope of Vendor Quality Control | |
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| Evaluating Vendor Quality Capability | |
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| Vendor Quality Planning | |
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| Post-Award Surveillance | |
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| Vendor Rating Schemes | |
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| Special Processes | |
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| Partnership and Alliances | |
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| Continuous Improvement | |
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| Effective Change Management | |
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| Roles | |
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| Goals | |
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| Mechanisms Used by Change Agents | |
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| Building Buy-in | |
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| Project Deployment | |
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| Selecting Projects | |
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| DMAIC/DMADV Methodology | |
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| Define Stage | |
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| Project Definition | |
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| Work Breakdown Structure | |
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| Pareto Diagrams | |
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| Project Charters | |
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| Resources | |
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| Top-Level Process Definition | |
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| Team Formation | |
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| Team Dynamics Management, Including Conflict Resolution | |
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| Stages in Group Development | |
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| Common Team Problems | |
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| Productive Group Roles | |
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| Counterproductive Group Roles | |
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| Management's Role | |
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| Measure Stage | |
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| Process Definition | |
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| Metric Definition | |
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| Establishing Process Baselines | |
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| Measurement Systems Analysis | |
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| Levels of Measurement | |
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| Definitions | |
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| Analyze Stage | |
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| Value Stream Analysis | |
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| Analyze Sources of Process Variation | |
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| Quality Function Deployment | |
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| Cause-and-Effect Diagrams | |
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| Scatter Diagrams | |
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| Determine Process Drivers | |
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| Correlation and Regression Analysis | |
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| Least-Squares Fit | |
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| Interpretation of Computer Output for Regression Analysis | |
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| Analysis of Residuals | |
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| Designed Experiments | |
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| Improve/Design Stage | |
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| Define New Operating/Design Conditions | |
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| Define and Mitigate Failure Modes | |
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| Process Decision Program Chart | |
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| Preventing Failures | |
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| Failure Mode and Effects Analysis | |
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| Control/Verify Stage | |
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| Performance Evaluation | |
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| Recognition and Reward | |
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| Principles of Effective Reward Systems | |
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| Training | |
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| Job Training | |
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| Developing a Structured OJT Program | |
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| Instructional Games, Simulations, and Role-Plays | |
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| Management of Human Resources | |
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| Motivation Theories and Principles | |
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| Maslow's Hierarchy of Needs | |
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| Herzberg's Hygiene Theory | |
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| Theories X, Y, and Z | |
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| Management Styles | |
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| Judgmental Management Style | |
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| Data-Based Management Style | |
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| Combination Data-Based/Judgment Management Style | |
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| Participatory Management Style | |
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| Autocratic Management Style | |
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| Management by Wandering Around | |
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| Fourth Generation Management | |
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| The Fifth Discipline | |
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| Resource Requirements to Manage the Quality Function | |
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| Performance Evaluation | |
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| Traditional Performance Appraisals | |
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| Criticisms of Traditional Employee Appraisals | |
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| Alternatives to Traditional Appraisals | |
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| Professional Development | |
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| Credentials | |
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| Professional Certification | |
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| Professional Development Courses | |
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| Achieving the Goals | |
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| Coaching | |
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| Situations That Require Coaching to Improve Performance | |
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| Forms of Coaching | |
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| Control Chart Constants | |
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| Control Chart Equations | |
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| Area under the Standard Normal Curve | |
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| Simulated Certification Exam Questions | |
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| References | |
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| Index | |