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| Preface | |
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| Managing Quality | |
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| Quality Throughout History | |
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| Quality Across All Cultures | |
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| The Facets of Quality | |
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| Quality in Art and Engineering | |
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| Quality Before Business | |
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| Ancient Quality-Maintaining, But Rarely Improving | |
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| Conclusion: Quality All Around the World | |
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| Q-Ball Quiz | |
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| The Development of Quality Management | |
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| Key Ideas | |
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| Smeaton and Scientific Engineering | |
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| Industrial Standardization in the 1800s | |
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| Taylor Introduces Scientific Management | |
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| The Split After Taylor | |
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| Stewhart's Scientific Management | |
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| Deming and Total Quality Management | |
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| Quality in North America, 1920-1980 | |
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| Conclusion: From Scientific Method to Quality Management | |
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| Q-Ball Quiz | |
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| Defining Quality | |
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| Tying Together Many Ideas of Quality | |
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| Pulling It All Together: The Practical Perspective | |
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| Achieving Quality: Managing Error | |
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| Our Case Study: The Hand-and-Cheese Sandwich Defined | |
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| Conclusion: Making Quality Real | |
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| Q-Ball Quiz | |
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| Quality for the Customer | |
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| Quality for the Customer | |
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| The Customer/Quality Divorce | |
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| The Voice of the Customer | |
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| Q-Ball Quiz | |
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| Quality Essentials | |
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| Key Quality Concepts | |
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| Requirements and Standrds | |
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| Defining Requirements | |
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| Checking | |
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| Using the Information from Checking | |
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| Quality Management as Error Management | |
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| Why Errors Matter: A Systems Perspective | |
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| Conclusion: Understand, Then Improve | |
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| Q-Ball Quiz | |
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| Defining, Planning for, Controlling, Assuring, and Delivering Quality | |
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| Quality: A Business Perspective | |
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| Quality: A Process Flow Perspective | |
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| Defining Quality: Requirements Elicitation | |
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| Planning for Quality | |
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| Checking: Quality Control and Inspection | |
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| Quality Assurance | |
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| Delivering Quality: Customer Delight | |
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| Conclusion: Quality from Beginning to End | |
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| Q-Ball Quiz | |
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| Leading a Quality Team | |
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| Leading Your Team to Quality | |
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| Quality and Job Definition | |
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| Focus on Quality | |
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| Conclusion: The Quality Team and the Soft Side of Quality | |
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| Q-Ball Quiz | |
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| Quality Engineering | |
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| Definable Quality | |
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| End-to-End Quality | |
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| Leading Quality Engineering Efforts | |
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| Automation, Robotics, and Quality | |
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| Conclusion: Engineering for Continuous Improvement | |
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| Q-Ball Quiz | |
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| Auditing Quality | |
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| Adding Value and Managing Risk | |
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| Auditing Standards and Methods | |
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| Auditing to Quality Standards | |
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| Conclusion: Adding Value Through Auditing | |
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| Q-Ball Quiz | |
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| Statistics for Quality | |
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| When Statistics Doesn't Apply | |
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| Key Statistical Concepts | |
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| Summary of Statistical Techniques for Quality Management | |
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| The Statistical Quality Team | |
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| Conclusion: Statistics Enhance Quality | |
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| Q-Ball Quiz | |
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| Mid-Term Exam | |
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| Quality Movements | |
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| Total Quality Management | |
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| Quality Management Before TQM | |
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| The Core of TQM | |
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| Deming's 14 Points-A Framework for Quality Management | |
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| Is TQM a Total Solution? | |
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| Conclusion: TQM-First Among Many | |
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| Q-Ball Quiz | |
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| Quality Standards-ISO 9000 and More | |
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| ISO 9000 | |
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| Other Awards, Standards, and Associations | |
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| Conclusion: Does Certification Improve Quality? | |
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| Q-Ball Quiz | |
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| Six Sigma | |
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| A History of Six Sigma | |
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| Variations on Six Sigma | |
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| Six Sigma Simplified | |
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| Six Sigma Measurement | |
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| Evaluating Six Sigma | |
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| Conclusion: The Six Sigma Breakthrough Strategy | |
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| Q-Ball Quiz | |
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| The Cost of Quality | |
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| Life Cycles and Total Cost Models | |
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| Philip Crosby | |
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| The Cost of Quality in Any Company-Including Yours | |
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| Conclusion: Counting the Cost of Quality | |
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| Q-Ball Quiz | |
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| The Capability for Quality: CMM and CMMI | |
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| The History of CMMI | |
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| CMMI Around the World | |
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| Conclusion: Evaluate Your Own Maturity | |
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| Q-Ball Quiz | |
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| Steady Improvement in Japan: Gemba Kaizen for Lean (JIT) Manufacturing | |
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| Kaizen: The Japanese Contribution to TQM | |
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| Gemba Kaizen | |
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| Just in Time (JIT)-Lean Manufacturing | |
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| Conclusion: Lasting Evolution | |
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| Q-Ball Quiz | |
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| Practical Quality Management | |
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| Challenges and Leadership | |
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| Solving a Problem That's Already Solved | |
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| Barriers and Challenges | |
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| Critical Success Factors | |
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| A Quality Improvement Program | |
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| Quality Management Self-Evaluation | |
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| Quality Management for Managers and Workers | |
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| Conclusion: Quality-A Complete and Lasting Solution | |
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| Q-Ball Quiz | |
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| Practical Quality for Projects and Programs | |
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| Quality Processes for Projects | |
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| Quality Integrated into Other Knowledge Areas | |
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| Quality Management for Projects at the Business and Technical Levels | |
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| Quality Management for Programs and Portfolios | |
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| Conclusion: Quality Management for Project Success | |
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| Q-Ball Quiz | |
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| Global Quality in the 21st Century | |
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| Quality In and Out of the Closet | |
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| From National Dominance to National Servant Leadership | |
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| Consumers, Customers, Employees, and People | |
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| Quality and Global Society | |
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| Creating Sustainable, Growing Quality | |
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| Conclusion: Quality and Our Future | |
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| Final Exam | |
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| Answers to Quiz, Mid-Term Exam, and Final Exam Questions | |
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| List of Acronyms and Glossary | |
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| Resources for Learning | |
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| Index | |