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