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 |
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