Contents. Part I Business-Integrated Quality Systems. Part II Integrated Planning. Preface... xi

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1 Contents Preface... xi Part I Business-Integrated Quality Systems 1 Organizational Structures... 3 General Theory of Organization Structure... 5 The Functional/Hierarchical Structure... 6 Matrix Organizations... 8 Cross-Functional Organization Structure... 9 Process- or Product-Based (Horizontal) Organization Structures Forms of Organization The Quality Function Juran Trilogy Related Business Functions Safety Regulatory Issues Product Liability Environmental Issues Relating to the Quality Function Approaches to Quality Deming s Approach Total Quality Control in Japan ISO 9000 Series Malcolm Baldrige National Quality Award Deming Prize European Quality Award Total Quality Management (TQM) Six Sigma Customer-Focused Organizations Part II Integrated Planning 5 Strategic Planning Organizational Vision Strategy Development v

2 vi Contents Strategic Styles Possibilities-Based Strategic Decisions Strategic Development Using Constraint Theory The Systems Approach Basic Constraint Management Principles and Concepts Tools of Constraint Management Constraint Management Measurements Understanding Customer Expectations and Needs Customer Classifications Customer Identification and Segmentation Collecting Data on Customer Expectations and Needs Customer Service and Support Surveys Focus Groups Benchmarking Getting Started with Benchmarking Why Benchmarking Efforts Fail Organizational Assessment Assessing Quality Culture Organizational Metrics Cost of Quality Part III Process Control 9 Quantifying Process Variation Descriptive Statistics Enumerative and Analytic Studies Acceptance Sampling Statistical Control Charts Variable Control Charts Control Charts for Attributes Data Control Chart Selection Control Chart Interpretation Using Specifications for Process Control Process Capability Studies How to Perform a Process Capability Study Statistical Analysis of Process Capability Data Interpreting Capability Indexes

3 Contents vii 10 Quality Audits Types of Quality Audits Product Audits Process Audits Systems Audits Internal Audits Two-Party Audits Third-Party Audits Desk Audits Planning and Conducting the Audit Auditor Qualifications Internal Quality Surveys as Preparation Steps in Conducting an Audit Audit Reporting Process Post-Audit Activities (Corrective Action, Verification) Product, Process, and Materials Control Work Instructions Classification of Characteristics Identification of Materials and Status Purchased Materials Customer-Supplied Materials Work-in-Process (WIP) Finished Goods Lot Traceability Materials Segregation Practices Configuration Control Deviations and Waivers Supply Chain Management Scope of Vendor Quality Control Evaluating Vendor Quality Capability Vendor Quality Planning Post-Award Surveillance Vendor Rating Schemes Special Processes Partnership and Alliances Part IV Continuous Improvement 12 Effective Change Management Roles Goals

4 viii Contents Mechanisms Used by Change Agents Building Buy-in Project Deployment Selecting Projects DMAIC/DMADV Methodology Define Stage Project Definition Work Breakdown Structure Pareto Diagrams Project Charters Resources Top-Level Process Definition Team Formation Team Dynamics Management, Including Conflict Resolution Stages in Group Development Common Team Problems Productive Group Roles Counterproductive Group Roles Management s Role Measure Stage Process Definition Metric Definition Establishing Process Baselines Measurement Systems Analysis Levels of Measurement Definitions Analyze Stage Value Stream Analysis Analyze Sources of Process Variation Quality Function Deployment Cause-and-Effect Diagrams Scatter Diagrams Determine Process Drivers Correlation and Regression Analysis Least-Squares Fit Interpretation of Computer Output for Regression Analysis

5 Contents ix Analysis of Residuals Designed Experiments Improve/Design Stage Define New Operating/Design Conditions Define and Mitigate Failure Modes Process Decision Program Chart Preventing Failures Failure Mode and Effects Analysis Control / Verify Stage Performance Evaluation Recognition and Reward Principles of Effective Reward Systems Training Job Training Developing a Structured OJT Program Instructional Games, Simulations, and Role-Plays Part V Management of Human Resources 18 Motivation Theories and Principles Maslow s Hierarchy of Needs Herzberg s Hygiene Theory Theories X, Y, and Z Management Styles Judgmental Management Style Data-Based Management Style Combination Data-Based/Judgment Management Style Participatory Management Style Autocratic Management Style Management by Wandering Around Fourth Generation Management The Fifth Discipline Resource Requirements to Manage the Quality Function Performance Evaluation Traditional Performance Appraisals Criticisms of Traditional Employee Appraisals Alternatives to Traditional Appraisals

6 x Contents Professional Development Credentials Professional Certification Professional Development Courses Achieving the Goals Coaching Situations That Require Coaching to Improve Performance Forms of Coaching A Control Chart Constants B Control Chart Equations C Area under the Standard Normal Curve D Simulated Certification Exam Questions References Index

Quality Management. The Handbook for. A Complete Guide to Operational Excellence. Thomas Pyzdek. Paul Keller. Mc Graw Hill. Second Edition.

Quality Management. The Handbook for. A Complete Guide to Operational Excellence. Thomas Pyzdek. Paul Keller. Mc Graw Hill. Second Edition. The Handbook for Quality Management A Complete Guide to Operational Excellence Thomas Pyzdek Paul Keller Second Edition Mc Graw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan