Victor E. Sower

Essentials of Quality with Cases and Experiential Exercises

• Broschiertes Buch

Produktbeschreibung

Thoroughly tested and used by students and proven to help students taking the American Society for Quality's Certified Quality Improvement Associate exam, Essentials of Quality is highly accessible, experiential, and unique in its coverage of current quality management topics, from creative and innovative improvements and approaches to today's economic environment to ways of developing metrics for measuring and evaluating programs. With non-academic, reader-friendly writing, the text features many chapter exercise and cases that provide students with hands-on experience.

Produktdetails

• Verlag: Wiley & Sons
• 1. Auflage
• Seitenzahl: 416
• Erscheinungstermin: 22. Februar 2010
• Englisch
• Abmessung: 225mm x 151mm x 21mm
• Gewicht: 438g
• ISBN-13: 9780470509593
• ISBN-10: 0470509597
• Artikelnr.: 27871429

Autorenporträt

Victor E. Sower is the author of Essentials of Quality with Cases and Experiential Exercises, published by Wiley.

Inhaltsangabe

Preface. Acknowledgments. About the Author. SECTION I QUALITY BASICS.
Chapter 1 Introduction to Quality. Chapter Objectives. Why Study Quality?
History of Quality. The Definition of Quality. Modern Definitions of
Quality. Product Quality. Service Quality. Different Approaches to Defining
Quality. Five Approaches to Defining Quality. Major Contributors to Our
Understanding of Quality. Summary. Quality Definitions. Discussion
Questions. Case Study 1.1: The Battle of the Gurus. Exercises and
Activities . Supplementary Readings. References. Chapter 2 Strategic
Quality Management and Operationalizing Quality. Chapter Objectives.
Strategic Quality Management. The Strategic Planning Process. Strategic
Deployment. Evaluation and Control. Approaches to Monitoring Progress
toward Strategic Goals. Dimensions, Measures, and Metrics. Methods of
Obtaining Input from Customers. Focus Groups. Surveys. Focus Groups and
Surveys in Combination. Summary. Discussion Questions. Problems. Case Study
2.1: Second National Bank. Exercises and Activities. Supplementary
Readings. References. SECTION II QUALITY OF DESIGN. Chapter 3 Designing
Quality into Products and Services. Chapter Objectives. The Seven
Management Tools. Quality Function Deployment. Design for Six Sigma.
Taguchi Robustness Concepts. Reliability. Types of Reliability Systems.
Reliability Life Characteristic Concepts (e.g., Bathtub Curve). Mean Time
Between Failures. Modeling Product Life with Normal Distribution. Risk
Assessment Tools and Risk Prevention. Failure Mode and Effects Analysis.
Fault Tree Analysis (FTA). Error Proofing. Summary. Discussion Questions.
Problems. Case Study 3.1: Building the Better Mouse. Exercises and
Activities. Supplementary Readings. References. Chapter 4 Innovation and
Creativity in Quality. Chapter Objectives. Breakthrough (Radical)
Improvement versus Incremental Improvement. Increasing Creativity.
Organizational versus Individual Creativity. Designing the Innovative
Organization. Elements of a Creative Organization. Tools and Techniques for
Increasing Organizational Creativity. Increasing Individual Creativity.
Myths about Individual Creativity. The Importance of Technological
Forecasting. Summary. Discussion Questions. Case Study 4.1: Smallburg
Community Bank. Exercises and Activities. Supplementary Readings.
References. SECTION III QUALITY SYSTEMS TO ASSURE CONFORMANCE TO DESIGN.
Chapter 5 Quality Systems and Quality Systems Auditing. Chapter Objectives.
Quality Management Systems. Elements of a Quality Management System. ISO
9000. IS0/TS 16949 and QS-9000. Malcolm Baldrige National Quality Award
(MBNQA). Other Approaches. Six Sigma. Quality Auditing. Specific Types of
Quality Audits. Performing a Quality System Audit. Quality Information
Systems. Data Accuracy and Security. Quality Documentation Systems. Making
Data Useful--Information Flows. Summary. Discussion Questions. Case Study
5.1: The First Audit. Exercises and Activities. Supplementary Readings.
References. Chapter 6 Product, Process, and Materials Control. Chapter
Objectives. Work Instructions. Classification of Quality Characteristics
and Defects. Identification of Materials and Status. Lot Traceability.
Materials Segregation Practices. Materials Review Board Criteria and
Procedures. Supplier Management. Supplier Selection. Supplier Evaluation.
Summary. Discussion Questions. Case Study 6.1: The Case of the Missing Lot.
Exercises and Activities. Supplementary Readings. References. Chapter 7
Experimental Design. Chapter Objectives. Basic Concepts and Definitions.
Experimental Design Characteristics. Types of Design. Single-Factor Design.
One-Factor-at-a-Time Design. Full-Factorial Design. Fractional Factorial
Design. Analysis of Results. Taguchi Methods of Experimental Design.
Summary. Discussion Questions. Problems. Case Study 7.1: The Case of the
Variable Laminates. Exercises and Activities. Supplementary Readings.
References. SECTION IV CONTROL AND IMPROVEMENT OF QUALITY. Chapter 8
Quality Improvement Tools. Chapter Objectives. The Problem-Solving Process.
The Seven Tools of Quality. Approaches to Continuous Quality Improvement.
PDSA. DMAIC. Benchmarking. Summary. Discussion Questions. Problems. Case
Study 8.1: Sour Grape Ice Cream. Case Study 8.2: The Westover Wire Works.
Exercises and Activities. Supplementary Readings. References. Chapter 9
Metrology, Inspection, and Testing. Chapter Objectives. Metrology. Types of
Gauges. Accuracy and Precision. Nondestructive Testing and Evaluation.
Summary. Discussion Questions. Problems. Case Study 9.1: Somebody's Got a
Problem. Exercises and Activities. Supplementary Readings. References.
Chapter 10 Statistical Process Control. Chapter Objectives. SPC and
Variation. Types of Data. Variables Control Charts. Concept of the Control
Chart. Out of Control Signals. Patterns Leading to Modifying Control
Limits. Constructing Variables Control Charts. x-Bar and Range Charts.
x-Bar and s-Charts. Individual/Moving Range Charts. A Special Form of the
x-bar Control Chart for Short Production Runs. Attributes Control Charts.
Control Charts for Nonconforming Units. Control Charts for Nonconformities
(Defects). Process Capability. Summary. Discussion Questions. Problems.
Case Study 10.1: Middle County Hospital. Case Study 10.2: Precise Molded
Products, Inc. Exercises and Activities. Supplementary Readings.
References. Chapter 11 Acceptance Sampling. Chapter Objectives. When
Acceptance Sampling is Appropriate. Fundamentals of Sampling Theory.
Assessing Risk in Sampling Plans. Methods of Sampling. Sampling Types.
Sampling Plans. Sampling Inspection by Attributes. Sampling Inspection by
Variables. Dodge-Romig Sampling Plans. Summary. Discussion Questions.
Problems. Case Study 11.1: The Turkell Stud Mill. Exercises and Activities.
Supplementary Readings. References. Chapter 12 Quality Costs. Chapter
Objectives. The Categories of Quality Costs. The Goal of a COQ System. COQ
Data Collection, Interpretation, and Reporting. Integrating Quality Costs
into the Quality Improvement System. Summary. Discussion Questions.
Problems. Case Study 12.1: HI-HO YO-YO, Inc.. Case Study 12.2: Acme, Ltd..
Exercises and Activities. Supplementary Readings. References. SECTION V
QUALITY MANAGEMENT. Chapter 13 Human Factors in Quality. Chapter
Objectives. Barriers to Quality Improvement Efforts. Human Resource
Management. Motivation Theories. Integration of the Classic Motivational
Theories. Process Theories of Motivation. Employee Involvement and Teams.
The Care and Feeding of Teams. Organization and Implementation of Quality
Teams. Principles of Team Leadership and Facilitation. What is a Team? Who
Makes up a Team? Roles and Responsibilities of the Team Leader. Selecting
Team Members. Roles and Responsibilities of the Team Members. Roles and
Responsibilities of the Facilitator. Critical Action Items in the Team Life
Cycle. What Is a Team Charter? General Information and Guidelines for
Teams. Team Dynamics Management and Conflict Resolution. Stages of Group
Development. Forming. Storming. Norming. Performing. Creating a Win-Win
Situation. Consensus. Professional and Ethical Standards. Summary.
Discussion Questions. Case Study 13.1: Tom's Team. Case Study 13.2: Self
Directed Work Teams at BHI. Exercises and Activities. Supplementary
Readings. References. Appendix A Table of Four-Digit Random Numbers.
Appendix B Standard Normal Distribution Table. Bibliography. Index.