Quality Management
Publisher: Bookboon.com
Published: 2013
ISBN-13: 9788776818753
Table of contents: title: Content; title: 1. Introduction; title: 2. Background and History; title: 2.1. Definition of Quality; title: 2.2. Understanding Quality Management; title: 2.3. Development of Quality Thinking; title: 2.4. Summary; title: 3. Why Quality Management?; title: 3.1. Introduction; title: 3.2. What is Wrong with Traditional Approaches?; title: 3.3. Tangible Benefits; title: 3.4. Intangible Benefits; title: 3.5. Summary and impact; title: 4. The Contribution of Dr. W. Edwards Deming; title: 4.1. Introduction; title: 4.2. The 14 Points; title: 4.3. The Deadly Diseases; title: 4.4. The System of Profound Knowledge (SoPK); title: 4.5. Summary; title: 5. Standards and Models; title: 5.1. Why Do we Need Standards and Models?; title: 5.2. ISO 9000 Series Standards; title: 5.3. Self- Assessment Models of Quality; title: 6. Customers; title: 6.1. Introduction; title: 6.2. Customers and Quality: The Myths; title: 6.3. Internal and External Customers; title: 6.4. Requirements Gathering and Value Analysis; title: 6.5. Summary; title: 7. Leadership in Quality Management; title: 7.1. Introduction; title: 7.2. Principles of Leadership for Quality; title: 7.3. Leadership Decision Making; title: 7.4. Summary and impact; title: 8. Strategic Quality Management; title: 8.1. Introduction; title: 8.2. Vision, Mission and Values; title: 8.3. Strategic Objectives; title: 8.4. Hoshin Kanri; title: 8.5. Summary; title: 9. Processes; title: 9.1. Introduction; title: 9.2. Business Processes: The Reality; title: 9.3. Process Planning; title: 9.4. Process Control; title: 9.5. Process Capability; title: 9.6. Managing Variation Reduction Using SPC; title: 9.7. Benefits of SPC; title: 9.8. Summary; title: 10. Partnerships and Resources; title: 10.1. Introduction; title: 10.2. The ‘Transactional’ Supplier Relationship Model; title: 10.3. The Supplier Partnership Model; title: 10.4. Partnering Beyond the Supply Chain; title: 10.5. Resources; title: 10.6. Summary and Impact; title: 11. People in Quality Management; title: 11.1. Introduction; title: 11.2. Respect for the Individual; title: 11.3. Empowerment, Motivation and Participation; title: 11.4. Teamwork; title: 11.5. Developing People; title: 11.6. Reward and Recognition: Performance Appraisal and Performance Related Pay; title: 11.7. Summary and impact; title: 12. Ethics and Corporate Social Responsibility; title: 12.1. Introduction and Conceptual Foundations; title: 12.2. Ethical Models; title: 12.3. Ethics and Communication; title: 12.4. Benefits and Risks of Ethical Behaviour; title: 12.5. Creating an Ethical Environment; title: 12.6. Corporate Social Responsibility; title: 12.7. Summary; title: 13. Learning, Change and Process Improvement; title: 13.1. Introduction; title: 13.2. Process Improvement; title: 13.3. Change and Change Management; title: 13.4. Organizational Learning; title: 13.5. Summary and impact; title: 14. Service Quality; title: 14.1. Introduction; title: 14.2. The Dimensions of Service Quality; title: 14.3. Measuring Service Quality; title: 14.4. Service Quality Gaps; title: 14.5. Delivering Service Quality; title: 14.6. Summary and Significance; title: 15. Implementing Quality Management; title: 15.1. Introduction; title: 15.2. Will-Focus-Capability; title: 15.3. Prepare the Organization for Transformation; title: 15.4. Take Action to Achieve Transformation; title: 15.5. Communicate, Review, Diagnose and Revitalise; title: 15.6. Critical Success Factors; title: 16. References