Essentials of Quality with Cases and Experiential Exercises

ISBN-10: 0470509597

ISBN-13: 9780470509593

Edition: 2011

Authors: Victor E. Sower
List price: $187.95 Buy it from $45.23
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Description: Thoroughly tested and used by students and proven to help students taking the American Society for Qualityrsquo;s Certified Quality Improvement Associate exam, Essentials of Quality is highly accessible, experiential, and unique in its coverage of current quality management topics, from creative and innovative improvements and approaches to todayrsquo;s economic environment to ways of developing metrics for measuring and evaluating programs. With non-academic, reader-friendly writing, the text features many chapter exercise and cases that provide students with hands-on experience.

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Book details

List price: $187.95
Copyright year: 2011
Publisher: John Wiley & Sons, Incorporated
Publication date: 2/3/2010
Binding: Paperback
Pages: 416
Size: 6.00" wide x 9.00" long x 0.50" tall
Weight: 1.870
Language: English

Preface
Acknowledgments
About the Author
Quality Basics
Introduction to Quality
Chapter Objectives
Why Study Quality?
History of Quality
The Definition of Quality
Modern Definitions of Quality
Product Quality
Service Quality
Different Approaches to Defining Quality
Five Approaches to Defining Quality
Major Contributors to Our Understanding of Quality
Summary
Quality Definitions
Discussion Questions
The Battle of the Gurus
Exercises and Activities
Supplementary Readings
References
Strategic Quality Management and Operationalizing Quality
Chapter Objectives
Strategic Quality Management
The Strategic Planning Process
Strategic Deployment
Evaluation and Control
Approaches to Monitoring Progress toward Strategic Goals
Dimensions, Measures, and Metrics
Methods of Obtaining Input from Customers
Focus Groups
Surveys
Focus Groups and Surveys in Combination
Summary
Discussion Questions
Problems
Second National Bank
Exercises and Activities
Supplementary Readings
References
Quality of Design
Designing Quality into Products and Services
Chapter Objectives
The Seven Management Tools
Quality Function Deployment
Design for Six Sigma
Taguchi Robustness Concepts
Reliability
Types of Reliability Systems
Reliability Life Characteristic Concept (e.g., Bathtub Curve)
Mean Time Between Failures
Modeling Product Life with Normal Distribution
Risk Assessment Tools and Risk Prevention
Failure Mode and Effects Analysis
Fault Tree Analysis (FTA)
Error Proofing
Summary
Discussion Questions
Problems
Building the Better Mouse
Exercises and Activities
Supplementary Readings
References
Innovation and Creativity in Quality
Chapter Objectives
Breakthrough (Radical) Improvement versus Incremental Improvement
Increasing Creativity
Organizational versus Individual Creativity
Designing the Innovative Organization
Elements of a Creative Organization
Tools and Techniques for Increasing Organizational Creativity
Increasing Individual Creativity
Myths about Individual Creativity
The Importance of Technological Forecasting
Summary
Discussion Questions
Smallburg Community Bank
Exercises and Activities
Supplementary Readings
References
Quality Systems to Assure Conformance to Design
Quality Systems and Quality Systems Auditing
Chapter Objectives
Quality Management Systems
Elements of a Quality Management System
ISO 9000
IS0/TS 16949 and QS-9000
Malcolm Baldrige National Quality Award (MBNQA)
Other Approaches
Six Sigma
Quality Auditing
Specific Types of Quality Audits
Performing a Quality System Audit
Quality Information Systems
Data Accuracy and Security
Quality Documentation Systems
Making Data Useful-Information Flows
Summary
Discussion Questions
The First Audit
Exercises and Activities
Supplementary Readings
References
Product, Process, and Materials Control
Chapter Objectives
Work Instructions
Classification of Quality Characteristics and Defects
Identification of Materials and Status
Lot Traceability
Materials Segregation Practices
Materials Review Board Criteria and Procedures
Supplier Management
Supplier Selection
Supplier Evaluation
Summary
Discussion Questions
The Case of the Missing Lot
Exercises and Activities
Supplementary Readings
References
Experimental Design
Chapter Objectives
Basic Concepts and Definitions
Experimental Design Characteristics
Types of Design
Single-Factor Design
One-Factor-at-a-Time Design
Full-Factorial Design
Fractional Factorial Design
Analysis of Results
Taguchi Methods of Experimental Design
Summary
Discussion Questions
Problems
The Case of the Variable Laminates
Exercises and Activities
Supplementary Readings
References
Control and Improvement of Quality
Quality Improvement Tools
Chapter Objectives
The Problem-Solving Process
The Seven Tools of Quality
Approaches to Continuous Quality Improvement
PDSA
DMAIC
Benchmarking
Summary
Discussion Questions
Problems
Sour Grape Ice Cream
The Westover Wire Works
Exercises and Activities
Supplementary Readings
References
Metrology, Inspection, and Testing
Chapter Objectives
Metrology
Types of Gauges
Accuracy and Precision
Nondestructive Testing and Evaluation
Summary
Discussion Questions
Problems
Somebody's Got a Problem
Exercises and Activities
Supplementary Readings
References
Statistical Process Control
Chapter Objectives
SPC and Variation
Types of Data
Variables Control Charts
Concept of the Control Chart
Out of Control Signals
Patterns Leading to Modifying Control Limits
Constructing Variables Control Charts
x-Bar and Range Charts
x-Bar and s-Charts
Individual/Moving Range Charts
A Special Form of the x-bar Control Chart for Short Production Runs
Attributes Control Charts
Control Charts for Nonconforming Units
Control Charts for Nonconformities (Defects)
Process Capability
Summary
Discussion Questions
Problems
Middle County Hospital
Precise Molded Products, Inc.
Exercises and Activities
Supplementary Readings
References
Acceptance Sampling
Chapter Objectives
When Acceptance Sampling is Appropriate
Fundamentals of Sampling Theory
Assessing Risk in Sampling Plans
Methods of Sampling
Sampling Types
Sampling Plans
Sampling Inspection by Attributes
Sampling Inspection by Variables
Dodge-Romig Sampling Plans
Summary
Discussion Questions
Problems
The Turkell Stud Mill
Exercises and Activities
Supplementary Readings
References
Quality Costs
Chapter Objectives
The Categories of Quality Costs
The Goal of a COQ System
COQ Data Collection, Interpretation, and Reporting
Integrating Quality Costs into the Quality Improvement System
Summary
Discussion Questions
Problems
HI-HO YO-YO, Inc.
Acme, Ltd.
Exercises and Activities
Supplementary Readings
References
Quality Management
Human Factors in Quality
Chapter Objectives
Barriers to Quality Improvement Efforts
Human Resource Management
Motivation Theories
Integration of the Classic Motivational Theories
Process Theories or Motivation
Employee Involvement and Teams
The Care and Feeding of Teams
Organization and Implementation of Quality Teams
Principles of Team Leadership and Facilitation
What is a Team?
Who Makes up a Team?
Roles and Responsibilities of the Team Leader
Selecting Team Members
Roles and Responsibilities of the Team Members
Roles and Responsibilities of the Facilitator
Critical Action Items in the Team Life Cycle
What Is a Team Charter?
General Information and Guidelines for Teams
Team Dynamics Management and Conflict Resolution
Stages of Group Development
Forming
Storming
Norming
Performing
Creating a Win-Win Situation
Consensus
Professional and Ethical Standards
Summary
Discussion Questions
Tom's Team
Self Directed Work Teams at BHI
Exercises and Activities
Supplementary Reading
References
Table of Four-Digit Random Numbers
Standard Normal Distribution Table
Bibliography
Index
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