About the Editor
Contents
Contributors
Preface
Introduction: Quality and Performance Excellence
1 Universal Principles of Quality Management
2 Developing an Excellence Culture
3 Developing the Quality and Excellence Office
4 Quality Planning and Design of New Goods and Services
5 Quality Improvement and Breakthrough Performance
6 Quality Control to Assure Compliance to Customer Requirements
7 Strategic Planning and Performance Excellence
8 Organization Roles to Support a Quality and Excellence Culture
9 Quality Assurance and Audits
10 The Board of Directors and Organizational Excellence
11 ISO 9000 Quality Management System
12 The Role of Statistics and Probability
13 Managing Risk
14 Lean Techniques and the Shingo Prize
15 Six Sigma: Breakthrough to In-Process Effectiveness
16 Root Cause Analysis Methods
17 Continuous Innovation Using Design for Six Sigma
18 Benchmarking: Best Practices for Market Leadership
19 Graphical Tools to Improve Process Performance
20 Accurate and Reliable Data and Measurement Systems
21 Managing Quality in Operations: Service
22 Managing Quality in Operations: Manufacturing
23 Managing Quality in the Supply Chain
24 Inspection, Test, and Measurement
25 Organization-Wide Assessment of Quality
Appendix I. Sample Competency Matrices and Job Profiles
Appendix II. Tables and Charts
Glossary of Acronyms
Glossary of Terms
Name Index
Subject Index