Quality Management Demystified | DeMystified

Quality Management Demystified

Authors: Sid Kemp

Published: December 2005

eISBN: 9780071483056 0071483055 | ISBN: 9780071449083

Contents

Preface

Part One: Managing Quality

Chapter 1 Quality Throughout History

Quality Across All Cultures

The Facets of Quality

Quality in Art and Engineering

Quality Before Business

Ancient Quality—Maintaining, But Rarely Improving

Conclusion: Quality All Around the World

Q-Ball Quiz

Chapter 2 The Development of Quality Management

Key Ideas

Smeaton and Scientific Engineering

Industrial Standardization in the 1800s

Taylor Introduces Scientific Management

The Split After Taylor

Stewhart's Scientific Management

Deming and Total Quality Management

Quality in North America, 1920–1980

Conclusion: From Scientific Method to Quality Management

Q-Ball Quiz

Chapter 3 Defining Quality

Tying Together Many Ideas of Quality

Pulling It All Together: The Practical Perspective

Achieving Quality: Managing Error

Our Case Study: The Hand-and-Cheese Sandwich Defined

Conclusion: Making Quality Real

Q-Ball Quiz

Chapter 4 Quality for the Customer

Quality for the Customer

The Customer/Quality Divorce

The Voice of the Customer

Q-Ball Quiz

Part Two: Quality Essentials

Chapter 5 Key Quality Concepts

Requirements and Standrds

Defining Requirements

Checking

Using the Information from Checking

Quality Management as Error Management

Why Errors Matter: A Systems Perspective

Conclusion: Understand, Then Improve

Q-Ball Quiz

Chapter 6 Defining, Planning for, Controlling, Assuring, and Delivering Quality

Quality: A Business Perspective

Quality: A Process Flow Perspective

Defining Quality: Requirements Elicitation

Planning for Quality

Checking: Quality Control and Inspection

Quality Assurance

Delivering Quality: Customer Delight

Conclusion: Quality from Beginning to End

Q-Ball Quiz

Chapter 7 Leading a Quality Team

Leading Your Team to Quality

Quality and Job Definition

Focus on Quality

Conclusion: The Quality Team and the Soft Side of Quality

Q-Ball Quiz

Chapter 8 Quality Engineering

Definable Quality

End-to-End Quality

Leading Quality Engineering Efforts

Automation, Robotics, and Quality

Conclusion: Engineering for Continuous Improvement

Q-Ball Quiz

Chapter 9 Auditing Quality

Adding Value and Managing Risk

Auditing Standards and Methods

Auditing to Quality Standards

Conclusion: Adding Value Through Auditing

Q-Ball Quiz

Chapter 10 Statistics for Quality

When Statistics Doesn't Apply

Key Statistical Concepts

Summary of Statistical Techniques for Quality Management

The Statistical Quality Team

Conclusion: Statistics Enhance Quality

Q-Ball Quiz

Mid-Term Exam

Part Three: Quality Movements

Chapter 11 Total Quality Management

Quality Management Before TQM

The Core of TQM

Deming's 14 Points—A Framework for Quality Management

Is TQM a Total Solution?

Conclusion: TQM—First Among Many

Q-Ball Quiz

Chapter 12 Quality Standards—ISO 9000 and More

ISO 9000

Other Awards, Standards, and Associations

Conclusion: Does Certification Improve Quality?

Q-Ball Quiz

Chapter 13 Six Sigma

A History of Six Sigma

Variations on Six Sigma

Six Sigma Simplified

Six Sigma Measurement

Evaluating Six Sigma

Conclusion: The Six Sigma Breakthrough Strategy

Q-Ball Quiz

Chapter 14 The Cost of Quality

Life Cycles and Total Cost Models

Philip Crosby

The Cost of Quality in Any Company—Including Yours

Conclusion: Counting the Cost of Quality

Q-Ball Quiz

Chapter 15 The Capability for Quality: CMM and CMMI

The History of CMMI

CMMI Around the World

Conclusion: Evaluate Your Own Maturity

Q-Ball Quiz

Chapter 16 Steady Improvement in Japan: Gemba Kaizen for Lean (JIT) Manufacturing

Kaizen: The Japanese Contribution to TQM

Gemba Kaizen

Just in Time (JIT)—Lean Manufacturing

Conclusion: Lasting Evolution

Q-Ball Quiz

Part Four: Practical Quality Management

Chapter 17 Challenges and Leadership

Solving a Problem That's Already Solved

Barriers and Challenges

Critical Success Factors

A Quality Improvement Program

Quality Management Self-Evaluation

Quality Management for Managers and Workers

Conclusion: Quality—A Complete and Lasting Solution

Q-Ball Quiz

Chapter 18 Practical Quality for Projects and Programs

Quality Processes for Projects

Quality Integrated into Other Knowledge Areas

Quality Management for Projects at the Business and Technical Levels

Quality Management for Programs and Portfolios

Conclusion: Quality Management for Project Success

Q-Ball Quiz

Chapter 19 Global Quality in the 21st Century

Quality In and Out of the Closet

From National Dominance to National Servant Leadership

Consumers, Customers, Employees, and People

Quality and Global Society

Creating Sustainable, Growing Quality

Conclusion: Quality and Our Future

Final Exam

Answers to Quiz, Mid-Term Exam, and Final Exam Questions

List of Acronyms and Glossary

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Resources for Learning

Index