Shifting Gears Applying ISO 9000 Quality Management Principles to Trucking

ISBN-10: 1401850073

ISBN-13: 9781401850074

Edition: 2005

Authors: Ward Warkentin, James J. DePillo, Robert A. Melone

List price: $49.95
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Description:

While formal quality management systems are a basic requirement for carriers doing business with the automotive industry, it is a company?s understanding of key items such as leadership, continuous improvement, and customer satisfaction that is needed to survive and excel in today?s market. Shifting Gears brings a unique approach to quality in the trucking industry, clearly defining the issues that challenge a carrier?s very survival of business and, through the principles embodied in ISO 9000, discusses practical measures for addressing these challenges. It identifies ISO 9000 as an effective management tool, offering information on how business leaders can reduce their costs, improve their overall business efficiency, and improve their competitive advantage in the marketplace. This quality management principles book moves beyond quality management principles to include methods for use in day-to-day operations, helping carriers easily ?shift gears? to make these tools a part of the company culture.
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Book details

List price: $49.95
Copyright year: 2005
Publisher: Delmar Cengage Learning
Publication date: 7/28/2004
Binding: Hardcover
Pages: 134
Size: 7.50" wide x 9.25" long x 0.50" tall
Weight: 0.880
Language: English

About the Authors
Foreword
Commentaries
Introduction
Overview
Summary
Challenges Facing the Trucking Industry
Identifying the Challenges
What Can Be Done?
Summary
Quality as a Framework for Improvement
Quality Approaches in Trucking
A Long-Term Approach Yields Best Results
The Eight Quality Management Principles of ISO 9000 Apply
The Quality Management Principles
Applying the Principles to the Trucking Industry
Summary
Principle 1: Customer Focus
Who Is the Customer?
Stay Customer Focused
Customer Needs Drive Improvement
Get Customer Feedback
Meet and Exceed Customer Needs
Involve Your Customers
More Tips to Improve Customer Focus
Summary
Case Study: Conducting Customer Satisfaction Surveys in Trucking
Principle 2: Leadership
Giving Leadership a Focus
Clarify the Company's Mission, Vision, and Objectives
Is Your Mission a Statement of Quality?
Using Teams as Leadership Tools
Training Is a Key Factor for Building Quality Organizations
Fund the Plan
Monitoring Your Business
Summary
Case Study: Award-Winning Carriers Benefit from ISO 9000
Principle 3: Involvement of People
Importance of People in the Improvement Process
How Many of Your Employees Really Know What Is Expected of Them?
Do Your Employees Know How Their Jobs Relate to the Quality Plan?
Training Needs to Be Ongoing and Generic
How Can Employees Benefit from Career Planning?
Reinforcing, Recognizing, Rewarding, and Retaining Employees
Ensuring Effective Teamwork
Encouraging Innovation--Taking the Time to Fiddle
Do You Know How Satisfied Your Employees Are?
Summary
Case Study: Using Teams for Improving Carrier Performance
Principle 4: Process Approach
What Is a Process?
A Process View of the Business
Define Processes
The Process Approach Adds Value
Assess the Effectiveness of Processes
ISO 9000 Uses a Process-Based Model
Summary
Case Study: Defining Processes Aids in Transition Training
Principle 5: Systems Approach to Management
Viewing the Business as a System of Processes
Identifying the Interaction of Processes
Inter- versus Intradepartmental Communications
Encouraging Employees to Know More Than Their Own Jobs
Monitoring and Managing Separate but Interrelated Variables
Summary
Case Study: New ISO Standard Emphasizes a Systems Approach
Principle 6: Continual Improvement
What Is Continual Improvement?
Begin with Known Problems
Get at the Root Causes
Corrective and Preventive Action
A Common Technique for Improving
Summary
Case Study: Process Improvement in Trucking: A Case Study on Reducing Billing Errors
Principle 7: Factual Approach to Decision Making
Use of Data in Decision Making
Understanding the Difference between Data and Information
Why Measure?
What Is Important to Measure?
Tools for Collecting and Measuring Data
Matching People and Information
Summary
Case Study: Benefits of Using Measures in Trucking
Principle 8: Mutually Beneficial Supplier Relationships
Supplier Relationships Are Changing
The Purchasing Process Needs Guidance
The Purchasing Process
Evaluation of Suppliers
Supplier Surveys: A Valuable Tool
Monitoring and Measuring Product
The Valuable Use of Teams and Supplier Resources
Building a Partnership Takes Time
Recognizing and Rewarding Suppliers
Summary
Case Study: Trailer Dealer Embraces the Benefits of ISO 9000
Benefiting More from the Eight Quality Management Principles
Use the Principles to Address Company-Wide Problems
Emphasizing the Principles in Addressing Driver Turnover
Applying the Principles in Day-to-Day Operations
Emphasizing the Principles in the Dispatch Operation
Formalize Your Quality System
Summary
Shifting Gears
Making These Tools a Part of the Company Culture
A Call to Arms
Summary
References
Index
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