Managing for Quality and Performance Excellence, 11th Edition
- Length: 752 pages
- Edition: 11
- Language: English
- Publisher: Cengage Learning
- Publication Date: 2019-09-17
- ISBN-10: 0357442032
- ISBN-13: 9780357442036
- Sales Rank: #458958 (See Top 100 Books)
MANAGING FOR QUALITY AND PERFORMANCE EXCELLENCE, 11E helps you learn on your terms. This edition presents the latest developments in the field as you examine fundamental principles, criteria and the historic underpinnings of total quality. The authors provide a solid foundation for understanding and applying technical tools and performance excellence from an enterprise perspective. This digital resource gives you the flexibility to highlight key text, add notes and create custom flashcards. When it’s time to study, everything that has been flagged or noted can be gathered into an easily accessible guide. The Readspeaker feature reads text aloud, so you can learn on the go, wherever you are.
Cover Title Page Copyright Page Brief Contents Contents Preface PART 1 PRINCIPLE OF QUALITY Chapter 1 Introduction to Quality QUALITY PROFILES: Motorola, Inc. and Mid-America Transplant Defining Quality Transcendent (Judgmental) Perspective Product Perspective User Perspective Value Perspective Manufacturing Perspective Customer Perspective Integrating Quality Perspectives in the Value Chain History of Quality Management The Age of Craftsmanship The Early Twentieth Century Post-World War II The U.S. “Quality Revolution” Rapid Growth of Quality in Business From Product Quality to Total Quality Management Early Management Failures Performance Excellence Emergence of Six Sigma Globalization of Quality Current and Future Challenges Quality in Manufacturing Manufacturing Systems Quality in Service Organizations Contrasts with Manufacturing Components of Service Quality Quality in Business Support Functions The Role of the Quality Function Quality and Competitive Advantage Quality and Business Results Quality and Personal Values Summary of Key Points and Terminology QUALITY IN PRACTICE: The Evolution of Quality at Xerox QUALITY IN PRACTICE: Quality Practices in Modern China Review Questions Discussion Questions Projects, Etc. CASES Skilled Care Pharmacy Dinner On-the-Go Who’s Responsible for the Quality? Deere & Company Notes Chapter 2 Foundations of Quality Management QUALITY PROFILES: Texas Nameplate Company, Inc. and MEDRAD The Deming Philosophy Deming’s 14 Points Profound Knowledge The Juran Philosophy The Crosby Philosophy Comparing Deming, Juran, and Crosby Other Quality Philosophers A. V. Feigenbaum Kaoru Ishikawa Principles, Practices, and Techniques of Quality Management Quality Management Principles Quality Management Practices Quality Management Techniques Variation and Statistical Thinking Understanding Variation Deming’s Red Bead and Funnel Experiments Quality Management Systems ISO 9000 Family of Standards Building Effective Quality Management Systems Summary of Key Points and Terminology QUALITY IN PRACTICE: Bringing Quality Principles to Life at KARLE QUALITY IN PRACTICE: Using ISO 9000 to Improve Humanitarian Supply Chains Review Questions Discussion Questions Projects, Etc. CASES The Disciplinary Citation Nashville Custom Guitars Walker Auto Sales and Service The Quarterly Sales Report Notes Chapter 3 Customer Focus QUALITY PROFILES: City of Fort Collins and K&N Management Customer Satisfaction and Engagement The American Customer Satisfaction Index Identifying Customers Customer Segmentation Understanding Customer Needs Quality Dimensions of Goods and Services The Kano Model of Customer Requirements Gathering the Voice of the Customer Analyzing Voice of the Customer Data Linking Customer Needs to Design, Production, and Service Delivery Building a Customer-Focused Organization Customer Commitments Customer Contact and Interaction Selecting and Developing Customer Contact Employees Service Recovery and Complaint Management Managing Customer Relationships Strategic Partnerships and Alliances Customer-Focused Technology and Analytics Measuring Customer Satisfaction and Engagement Designing Satisfaction Surveys Analyzing and Using Customer Feedback Why Many Customer Satisfaction Efforts Fail Measuring Customer Loyalty Summary of Key Points and Terminology QUALITY IN PRACTICE: Harley-Davidson QUALITY IN PRACTICE: Unique Online Furniture, Inc. Review Questions Discussion Questions Problems Projects, Etc. CASES Rosie’s Pizzeria Jessica’s Shopping Experience Captain Mark’s Seafood Newcraft Ale Microbrewery Notes Chapter 4 Workforce Focus QUALITY PROFILES: Veterans Affairs Cooperative Studies Program Clinical Research Pharmacy Coordinating Center and Stellar Solutions The Evolution of Workforce Management High-Performance Work Culture Principles of Workforce Engagement and Motivation Workforce Engagement Employee Involvement Motivation Designing High-Performance Work Systems Work and Job Design Empowerment Teamwork Workplace Environment Workforce Learning and Development Compensation and Recognition Performance Management Assessing Workforce Effectiveness, Satisfaction, and Engagement Measuring Workforce Engagement Sustaining High-Performance Work Systems Workforce Capability and Capacity Summary of Key Points and Terminology QUALITY IN PRACTICE: Training for Improving Service Quality at Honda QUALITY IN PRACTICE: Improving Employee Retention Through Six Sigma Review Questions Discussion Questions Projects, Etc. CASES Carla’s Quick Service Restaurant Job The Dysfunctional Manager Golden Suites Hotel The Night-Shift Pharmacist Notes Chapter 5 Process Focus QUALITY PROFILES: The Charter School of San Diego and Boeing Aerospace Support Process Management Identifying Processes and Requirements Value-Creation Processes Support Processes Process Requirements Process Design Process Mapping Process Design for Services Design for Agility Mistake-Proofing Processes Process Control Process Control in Manufacturing Process Control in Services Process Improvement Continuous Improvement Breakthrough Improvement Managing Supply Chain Processes Supplier Evaluation and Selection Monitoring Supplier Performance Supplier Partnerships Supplier Certification Summary of Key Points and Terminology QUALITY IN PRACTICE: K&N Management, Inc. QUALITY IN PRACTICE: Building Japanese Quality in North America Review Questions Discussion Questions Problems Projects, Etc. CASES Harbour Community College: Food Service Program The State University Experience Gold Star Chili: Process Management IBM’s Integrated Supply Chain Notes PART 2 TOOLS AND TECHNIQUES FOR QUALITY Chapter 6 Statistical Methods in QualityManagement QUALITY PROFILES: Graniterock Company and Sutter Davis Hospital Basic Probability Concepts Probability Distributions Discrete Probability Distributions Continuous Probability Distributions Normal Distribution Exponential Distribution Statistical Methodology Sampling Descriptive Statistics Statistical Analysis with Microsoft Excel The Excel Descriptive Statistics Tool The Excel Histogram Tool Frequency Distribution and Histogram Spreadsheet Template Statistical Inference Sampling Distributions Confidence Intervals Hypothesis Testing Analysis of Variance (ANOVA) Regression and Correlation Design of Experiments Summary of Key Points and Terminology QUALITY IN PRACTICE: Modern Applications of Statistics in Quality QUALITY IN PRACTICE: Improving Quality of a Wave Soldering Process Through Design of Experiments Review Questions Problems Projects, Etc. CASES Burrito Brothers Maggie’s French Fry Study Berton Card Company The Battery Experiment Notes Chapter 7 Design for Quality and Product Excellence QUALITY PROFILES: Momentum Group and Poudre Valley Health System Product Development Concurrent Engineering Design for Six Sigma Concept Development and Innovation Detailed Design Quality Function Deployment Target and Tolerance Design The Taguchi Loss Function Using the Taguchi Loss Function for Tolerance Design Design for Reliability Mathematics of Reliability System Reliability Design Optimization Design Failure Mode and Effects Analysis Fault Tree Analysis Design for Manufacturability Design and Environmental Responsibility Design for Excellence Design Verification Design Reviews Reliability Testing Summary of Key Points and Terminology QUALITY IN PRACTICE: Testing Audio Components at Shure, Inc. QUALITY IN PRACTICE: Applying QFD in a Managed Care Organization Review Questions Problems Projects, Etc. CASES The Elevator Dilemma Applying Quality Function Deployment to a University Support Service Black Elk Medical Center Notes Chapter 8 Measuring and Controlling Quality QUALITY PROFILES: MESA Products, Inc. and Adventist Health Castle Measurement for Quality Control Common Quality Measurements Cost of Quality Measures Measurement System Evaluation Metrology Calibration Repeatability and Reproducibility Analysis Process Capability Measurement Process Capability Indexes Process Performance Indexes Pre-Control Statistical Process Control Patterns in Control Charts Control Charts for Variables Data Constructing x- and R-Charts Process Monitoring and Control Estimating Process Capability Case Study: La Ventana Window Company x- and s-Charts Charts for Individuals Control Charts for Attributes Data Fraction Nonconforming (p) Chart p-Charts with Variable Sample Size np-Charts for Number Nonconforming Charts for Nonconformances c-Charts u-Charts Summary of Control Chart Construction Implementing Statistical Process Control Basis for Sampling Sample Size Sampling Frequency Location of Control Limits Practical Guidelines Summary of Key Points and Terminology QUALITY IN PRACTICE: Using a u-Chart in a Receiving Process QUALITY IN PRACTICE: Applying SPC to Pharmaceutical Product Manufacturing Review Questions Problems CASES Quality Control in Candy Manufacturing Kirkland Hospital Morelia Mortgage Company The Nickel Experiment Montvalley Short-Haul Lines, Inc. Notes Chapter 9 Process Improvementand Six Sigma QUALITY PROFILES: Iredell-Statesville Schools and Bristol Tennessee Essential Services Process Improvement Methodologies The Deming Cycle Creative Problem Solving Custom Improvement Methodologies DMAIC Six Sigma Evolution of Six Sigma Principles of Six Sigma The Statistical Basis of 3.4 DPMO Implementing Six Sigma Project Management and Organization Selecting Six Sigma Projects Using the DMAIC Process DMAIC Tools and Techniques Define Measure Analyze Improve Control Lean Tools for Process Improvement Lean Six Sigma Summary of Key Points and Terminology QUALITY IN PRACTICE: An Application of Six Sigma to Reduce Medical Errors QUALITY IN PRACTICE: Applying Process Improvement Tools to an Order Fulfillment Process Review Questions Discussion Questions Problems Projects, Etc. CASES LT, Inc. Rockstone Tires Janson Medical Clinic Freadilunch Restaurant Notes PART 3 BEYOND QUALITY MANAGEMENT: MANAGING FOR PERFORMANCE EXCELLENCE Chapter 10 The Baldrige Framework for Performance Excellence QUALITY PROFILES: Hill Country Memorial and the Bosch Bari Plant The Baldrige Excellence Framework Criteria Evolution The Baldrige Award Process Using the Baldrige Criteria Impacts of the Baldrige Program Baldrige and the Deming Philosophy International Quality and Performance Excellence Programs European Quality Award Canadian Awards for Business Excellence Australian Business Excellence Award Quality Awards in China Baldrige and National Culture Baldrige, ISO 9000, and Six Sigma Summary of Key Points and Terminology QUALITY IN PRACTICE: Leveraging Baldrige at AtlantiCare QUALITY IN PRACTICE: Branch-Smith Printing Division’s Baldrige Journey Review Questions Discussion Questions Projects, Etc. CASES Arroyo Fresco—Assessing Customer Focus Arroyo Fresco—Assessing Workforce Focus Arroyo Fresco—Assessing Operations Focus Notes Chapter 11 Strategy and Performance Excellence QUALITY PROFILES: Freese and Nichols, Inc. and Don Chalmers Ford The Scope of Strategic Planning Strategy Development Processes The Baldrige Organizational Profile Developing Strategies Strategy Deployment Hoshin Kanri (Policy Deployment) Linking Human Resource Plans and Business Strategy The Seven Management and Planning Tools Using the Seven Management and Planning Tools for Strategic Planning Organizational Design for Performance Excellence Core Competencies and Strategic Work System Design Summary of Key Points and Terminology QUALITY IN PRACTICE: Integrating Six Sigma with Strategic Planning at Cigna QUALITY IN PRACTICE: Strategic Planning at Branch-Smith Printing Division Review Questions Discussion Questions Projects, Etc. CASES The Morgan Company A Strategic Bottleneck Consolidated Metal Works Arroyo Fresco—Assessing Strategic Focus Notes Chapter 12 Measurement and Knowledge Management for Performance Excellence QUALITY PROFILES: Concordia Publishing House and Charleston Area Medical Center The Value and Scope of Performance Measurement The Balanced Scorecard Performance Measurement in the Baldrige Criteria Analytics and Big Data Designing Effective Performance Measurement Systems Selecting Performance Measures Linking Measures to Strategy Aligning Strategic and Process-Level Measurements Auditing the Measurement System Analyzing and Using Performance Data The Role of Comparative Data Performance Review Managing Information Resources Knowledge Management Knowledge Transfer Summary of Key Points and Terminology QUALITY IN PRACTICE: Using the Balanced Scorecard at the United States Postal Service QUALITY IN PRACTICE: Knowledge Management at ConocoPhillips Review Questions Discussion Questions Projects, Etc. CASES Coyote Community College Arroyo Fresco—Assessing Measurement, Analysis, and Knowledge Management Arroyo Fresco—Assessing Results Notes Chapter 13 Leadership for Performance Excellence QUALITY PROFILES: The Studer Group and Memorial Hermann Sugar Land Hospital Leadership Competencies and Practices Strategic Leadership Leadership Systems Leadership Theory and Practice Contemporary and Emerging Leadership Theories New Perspectives on the Practice of Leadership Leadership, Governance, and Societal Responsibilities Organizational Governance Societal Responsibilities Summary of Key Points and Terminology QUALITY IN PRACTICE: Leadership at Advocate Good Samaritan Hospital QUALITY IN PRACTICE: Leadership Changes at Alcoa Review Questions Discussion Questions Projects, Etc. CASES Johnson Pharmaceuticals Where’s The Leadership? Arroyo Fresco—Assessing Leadership Notes Chapter 14 Building and Sustaining Quality and Performance Excellence QUALITY PROFILES: Montgomery County Public Schools and Kindred Nursing and Rehabilitation Organizational Culture and Change Culture of Quality Changing Organizational Culture Barriers to Culture Change Strategies for Quality and Performance Excellence Best Practices Principles for Effective Implementation The Journey Toward Performance Excellence The Life Cycle of Quality Initiatives Organizational Learning Self-Assessment Challenges in Small Organizations and Nonprofits A View Toward the Future Summary of Key Points and Terminology QUALITY IN PRACTICE: Corning’s Journey to Performance Excellence QUALITY IN PRACTICE: Integrating Quality Frameworks at Veridian Homes Review Questions Discussion Questions Projects, Etc. CASES A Tale of Two Companies The Parable of the Green Lawn The Yellow Brick Road to Quality Notes APPENDICES A Tables B Factors for Control Charts C Random Digits Index
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