Quality management introduction to total quality management for production, processing, and services
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, N.J.
Pearson Prentice Hall
2006
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| Ausgabe: | 5. ed., internat. ed. |
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| 245 | 1 | 0 | |a Quality management |b introduction to total quality management for production, processing, and services |c David L. Goetsch, Stanley B. Davis |
| 250 | |a 5. ed., internat. ed. | ||
| 264 | 1 | |a Upper Saddle River, N.J. |b Pearson Prentice Hall |c 2006 | |
| 300 | |a XVIII, 814 S. | ||
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Datensatz im Suchindex
| _version_ | 1819643907505389568 |
|---|---|
| adam_text | Xpl contents PART ONE
Philosophy and Concepts 1
CHAPTER 1
The Total Quality Approach to Quality Management 3
What Is Quality? 3
The Total Quality Approach Defined 6
Two Views of Quality 11
Key Elements of Total Quality 12
Total Quality Pioneers 17
Keys to Total Quality Success 27
Six Sigma Concept 27
How Is Six Sigma Achieved? 30
The Future of Quality Management 33
Summary 35
Key Terms and Concepts 36
Factual Review Questions 36
Critical Thinking Activity 36
! Discussion Assignments 37
I Endnotes 41
CHAPTER 2
Quality and Global Competitiveness 43
The Relationship Between Quality and Competitiveness 44
Cost of Poor Quality 44
Competitiveness and the U.S. Economy 46
Factors Inhibiting Competitiveness 49
Comparisons of International Competitors 56
Human Resources and Competitiveness 59
Characteristics of World-Class Organizations 63
E-Commerce, Information Quality, and CoMPEimvENESs 65
Management by Accounting: Antithesis of Total Quality 66
Key Global Trends 68
U.S. Companies: Global Strengths and Weaknesses 70
vii
iii Contents
Quality Management Practices in Asian Countries 72
Summary 73
Key Terms and Concepts 74
Factual Review Questions 74
Critical Thinking Activity 75
Discussion Assignments 75
Endnotes 80
CHAPTER 3
Strategic Management: Planning and Execution
for Competitive Advantage 81
What Is Strategic Management? 82
Competitive Strategy 82
Components of Strategic Management 83
Strategic Planning Overview 83
Creative Thinking in Strategic Planning 84
Conducting the SWOT Analysis 85
Developing the Vision 88
Developing the Mission 90
Developing the Guiding Principles 92
Developing Broad Strategic Objectives 93
Developing Specific Tactics (Action Plan) 97
Executing the Strategic Plan 101
Strategic Planning in Action: A Real-World Case 104
Revolutionary Thinking in Strategic Planning 109
Summary 111
Key Terms and Concepts 112
Factual Review Questions 112
Critical Thinking Activity 113
Endnotes 113
CHAPTER 4
Quality Management, Ethics, and Corporate
Social Responsibility 114
Ethics Defined 115
Trust and Total Quality 118
Values and Total Quality 120
Integrity and Total Quality 121
responsibility and total quality 121
Contents jx
Manager s Role in Ethics 123
Organization s Role in Ethics 125
Handling Ethical Dilemmas 126
Ethics Training and Codes of Business Conduct 126
Models for Making Ethical Decisions 129
Beliefs Versus Behavior: Why the Disparity? 131
Ethical Dilemmas: Cases 133
Corporate Social Responsibility Defined 137
Summary 138
Key Terms and Concepts 139
Factual Review Questions 139
Critical Thinking Activity 140
Discussion Assignments 140
Endnotes 141
CHAPTERS
Partnering and Strategic Alliances 143
Partnering or Strategic Alliances 143
Innovative Alliances and Partnerships 149
Internal Partnering 150
Partnering with Suppliers 153
Partnering with Customers 158
Partnering with Potential Competitors 159
Global Partnering 165
Education and Business Partnerships 165
Summary 166
Key Terms and Concepts 167
Factual Review Questions 167
Critical Thinking Activity 168
Discussion Assignments 168
Endnotes 171
CHAPTER 6
Quality Culture: Changing Hearts, Minds,
and Attitudes 173
Understanding What a Quality Culture Is 173
Quality Culture Versus Traditional Cultures 176
Activating Cultural Change 178
Changing Leaders to Activate Change 179
Contents
Laying the Groundwork for a Quality Culture 180
Learning What a Quality Culture Looks Like 182
Countering Resistance to Cultural Change 182
Establishing a Quality Culture 187
Maintaining a Quality Culture 192
Summary 193
Key Terms and Concepts 194
Factual Review Questions 195
Critical Thinking Activity 195
Discussion Assignments 195
Endnotes 197
CHAPTER 7
Customer Satisfaction, Retention, and Loyalty 198
Understanding Who Is a Customer 199
Understanding Customer-Defined Quality 200
Identifying External Customer Needs 201
Identifying Internal Customer Needs 205
Communicating with Customers 206
Using Customer Feedback to Make Design Improvements 208
Customer Satisfaction Process 210
Customer-Defined Value 210
Customer Value Analysis 212
Customer Retention 213
Establishing a Customer Focus 216
Recognizing the Customer-Driven Organization 218
Value Perception and Customer Loyalty 219
Customer Loyalty Model 220
Customer Loyalty Versus Customer Profitability 221
Customers as Innovation Partners 223
Summary 225
Key Terms and Concepts 226
Factual Review Questions 226
Critical Thinking Activity 226
Discussion Assignments 227
Endnotes 228
Contents xi
CHAPTER 8
Employee Empowerment 230
Employee Empowerment Defined 230
Rationale for Empowerment 233
Inhibitors of Empowerment 234
Management s Role in Empowerment 240
Implementing Empowerment 241
How to Recognize Empowered Employees 245
Avoiding Empowerment Traps 245
Beyond Empowerment to Enlistment 246
Summary 248
Key Terms and Concepts 248
Factual Review Questions 249
Critical Thinking Acttvlty 249
Discussion Assignments 250
Endnotes 253
CHAPTER 9
Leadership and Change 254
Leadership Defined 255
Leadership for Quality 260
Leadership Skills: Inherited or Learned? 262
Leadership, Motivation, and Inspiration 263
Leadership Styles 265
Leadership Style in a Total Quality Setting 267
Building and Maintaining a Following 267
Leadership Versus Management 271
Leadership and Ethics 273
Leadership and Change 274
Employees and Managers on Change 275
Restructuring and Change 276
How to Lead Change 278
Lessons from Distinguished Leaders 284
Servant Leadership and Stewardship 291
Negative Influences on Leaders: How to Counter Them 293
Summary 294
xii Contents
Key Terms and Concepts 295
Factual Review Questions 295
Critical Thinking Activity 296
Discussion Assignments 296
Endnotes 298
CHAPTER 10
Team Building and Teamwork 300
Overview of Team Building and Teamwork 300
Building Teams and Making Them Work 306
Four-Step Approach to Team Building 310
Character Traits and Teamwork 314
Teams Are Not Bossed—They Are Coached 317
Handling Conflict in Teams 320
Structural Inhibitors of Teamwork 322
Rewarding Team and Individual Performance 324
Recognizing Teamwork and Team Players 327
Summary 327
Key Terms and Concepts 328
Factual Review Questions 329
Critical Thinking Activity 329
Discussion Assignments 329
Endnotes 330
CHAPTER 11
Effective Communication 331
Defining Communication 332
Understanding the Role of Communication in Total Quality 334
Understanding Communication as a Process 335
Recognizing Inhibitors of Communication 335
Establishing a Conducive Communication Climate 337
Communicating by Listening 338
Understanding Nonverbal Communication Factors 345
Communicating Verbally 347
Communicating in Writing 350
Communicating Corrective Feedback 354
Improving Communication 354
How Interpersonal Skills Affect Communication 357
Contents xiii
Personality and Communication 359
Summary 361
Key Terms and Concepts 362
Factual Review Questions 363
Critical Thinking Activity 364
Discussion Assignments 364
Endnotes 364
CHAPTER 12
Education and Training 366
Overview of Education, Training, and Learning 366
Rationale for Training 375
Training Needs Assessment 380
Providing Training 383
Evaluating Training 388
Managers as Trainers and Trainees 391
Workforce Literacy 400
Improving Learning 403
Why Training Sometimes Fails 405
Quality Training Curriculum 406
Orientation Training 407
Customer Training 409
Ethics Training 410
Making E-Learning Work 412
Summary 412
Key Terms and Concepts 414
Factual Review Questions 415
Critical Thinking Activity 416
Discussion Assignments 416
Endnotes 420
CHAPTER 13
Overcoming Politics, Negativity, and Conflictin the Workplace 422
Internal Politics Defined 423
Power and Politics 425
Organizational Structure and Internal Politics 426
Internal Politics in Action 430
Internal Politicians and Their Methods 434
xiv Contents
Impact of Internal Politics on Quality 441
Controlling Internal Politics in Organizations 443
Overcoming Negativity in Organizations 452
Overcoming Territorial Behavior in Organizations 454
Managing Conflict in Organizations 456
Summary 461
Key Terms and Concepts 462
Factual Review Questions 462
Critical Thinking Activity 463
Discussion Assignments 463
Endnotes 464
CHAPTER 14
ISO 9000 and Total Quality: The Relationship 466
ISO 9000: What It Is 466
The ISO 9000 Quality Management System: A Definition 469
Comparative Scope of ISO 9000 and Total Quality Management 470
The Origin of ISO 9000 474
Aims of ISO 9000 and Total Quality Management 475
Management Motivation for Registration to ISO 9000 475
Compatibility of ISO 9000 and Total Quality 476
Movement from ISO 9000 to TQM and Vice Versa 476
ISO 9000 as an Entry into Total Quality Management 477
Summary 478
Key Terms and Concepts 478
Factual Review Questions 479
Critical Thinking Activity 479
Discussion Assignment 479
Endnotes 480
PART TWO
Tools and Techniques 481
CHAPTER 15
Overview of Total Quality Tools 483
Total Quality Tools Defined 484
The Pareto Chart 484
Contents xv
Cause-and-Effect Diagrams 488
Check Sheets 493
Histograms 498
Scatter Diagrams 510
Run Charts and Control Charts 513
Stratification 515
Some Other Tools Introduced 520
Management s Role in Tool Deployment 525
Summary 528
Key Terms and Concepts 529
Factual Review Questions 529
Critical Thinking Activities 530
Discussion Assignment 533
Endnotes 534
CHAPTER 16
Problem Solving and Decision Making 535
Problem Solving for Total Quality 536
Solving and Preventing Problems 537
Problem-Solving and Decision-Making Tools 546
Decision Making for Total Quality 546
The Decision-Making Process 548
Objective Versus Subjective Decision Making 550
Scientific Decision Making and Problem Solving 552
Employee Involvement in Decision Making 554
Role of Information in Decision Making 555
Using Management Information Systems (MIS) 557
Creativity in Decision Making 558
Summary 560
Key Terms and Concepts 561
Factual Review Questions 561
Critical Thinking Activity 562
Discussion Assignments 563
Endnotes 565
xvi Contents
CHAPTER 17
Quality Function Deployment (QFD) 566
WhatIsQFD? 566
Benefits of QFD 570
Customer Information: Feedback and Input 571
QFD Tools 576
Implementing QFD 583
Summary 585
Key Terms and Concepts 586
Factual Review Questions 586
Critical Thinking Activity 586
Discussion Assignment 587
Endnotes 587
CHAPTER 18
Optimizing and Controlling Processes Through Statistical
Process Control (SPC) 588
Statistical Process Control Defined 589
Rationale for SPC 590
Control Chart Development 597
Management s Role in SPC 614
Role of the Total Quality Tools 615
Authority over Processes and Production 615
Implementation and Deployment of SPC 617
Inhibitors of SPC 627
Summary 628
Key Terms and Concepts 629
Factual Review Questions 629
Critical Thinking Activity 630
Discussion Assignments 630
Endnotes 637
CHAPTER 19
Continual Improvement 638
Rationale for Continual Improvement 638
Management s Role in Continual Improvement 639
Essential Improvement Acnvrrms 640
Structure for Quality Improvement 642
Contents xvii
The Scientific Approach 642
Identification of Improvement Needs 644
Development of Improvement Plans 645
Common Improvement Strategies 647
Additional Improvement Strategies 650
The Kaizen Approach 653
Goldratt s Theory of Constraints 659
The CEDAC Approach 660
Summary 665
Key Terms and Concepts 666
Factual Review Questions 667
Critical Thinking Activity 667
Discussion Assignment 668
Endnotes 668
CHAPTER 20
Benchmarking 670
Benchmarking Defined 671
Benchmarking Versus Reengineering 673
Rationale for Benchmarking 674
Prerequisites to Benchmarking 676
Obstacles to Successful Benchmarking 678
Role of Management in Benchmarking 680
Benchmarking Approach and Process 681
Making Full Use of Benchmarking Data 687
Perpetual Benchmarking 689
Benchmarking Resources 689
Summary 690
Key Terms and Concepts 691
Factual Review Questions 691
Critical Thinking Activity 691
Discussion Assignments 695
Endnotes 695
CHAPTER 21
Just-in-Time Manufacturing (JIT) 696
Just-in-Time Defined 696
Rationale for JIT 699
xviii Contents
Development of JIT 702
Relationship of JIT to Total Quality and World-Class Manufacturing 708
Benefits of JIT 710
Requirements of JIT 722
Automation and JIT 741
Summary 743
Key Terms and Concepts 743
Factual Review Questions 744
Critical Thinking Activities 744
Discussion Assignments 745
Endnotes 747
CHAPTER 22
Implementing Total Quality Management 749
Rationale for Change 751
Requirements for Implementation 754
Role of Top Management: Leadership 766
Role of Middle Management 768
Viewpoints of Those Involved 769
Implementation Variation Among Organizations 770
Implementation Approaches to Be Avoided 774
An Implementation Approach That Works 776
Getting On with It 782
What to Do in the Absence of Commitment from the Top 783
Implementation Strategies: ISO 9000 and Baldrige 785
Summary 788
Key Terms and Concepts 789
Factual Review Questions 789
Critical Thinking Activity 790
Discussion Assignment 792
Endnotes 792
INDEX 794
|
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| illustrated | Not Illustrated |
| indexdate | 2024-12-23T19:21:06Z |
| institution | BVB |
| isbn | 0131971344 0131189298 |
| language | English |
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| spellingShingle | Goetsch, David L. Davis, Stanley Quality management introduction to total quality management for production, processing, and services Kwaliteitszorg gtt Management gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4219057-5 |
| title | Quality management introduction to total quality management for production, processing, and services |
| title_auth | Quality management introduction to total quality management for production, processing, and services |
| title_exact_search | Quality management introduction to total quality management for production, processing, and services |
| title_full | Quality management introduction to total quality management for production, processing, and services David L. Goetsch, Stanley B. Davis |
| title_fullStr | Quality management introduction to total quality management for production, processing, and services David L. Goetsch, Stanley B. Davis |
| title_full_unstemmed | Quality management introduction to total quality management for production, processing, and services David L. Goetsch, Stanley B. Davis |
| title_short | Quality management |
| title_sort | quality management introduction to total quality management for production processing and services |
| title_sub | introduction to total quality management for production, processing, and services |
| topic | Kwaliteitszorg gtt Management gtt Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Kwaliteitszorg Management Total quality management Qualitätsmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014820598&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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