Roger C Swanson, Swanson Swanson

The Quality Improvement Handbook

Team Guide to Tools and Techniques

• Gebundenes Buch

Produktbeschreibung

The Quality Improvement Handbook: . Provides both experienced and beginning quality improvement teams with a comprehensive set of tools and techniques to identity and solve problem and improve processes in their organizations. Includes detailed descriptions and instructions for the original seven quality tools, the seven "new" management tools, and more than twenty additional tools and techniques. Uses an eight-step Quality Improvement Model that provides a logical framework for applying each tool and technique. Discusses the importance of identifying and measuring desirable outcomes and related process measures. Stresses the need to analyze and change performance drivers to achieve desired outcomes. Examples used throughout the book follow a service industry case study. Includes separate chapters on benchmarking and questionnaires.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 284
• Erscheinungstermin: 1. Mai 2005
• Englisch
• Abmessung: 262mm x 186mm x 23mm
• Gewicht: 835g
• ISBN-13: 9781884015595
• ISBN-10: 188401559X
• Artikelnr.: 21157365

Autorenporträt

Roger Swanson

Inhaltsangabe

Chapter One: Introduction Quality and Its Prerequisites About This Book
What This Book Is Not Caution on Toolbox TQMChapter Two: Work as a Process
Work: A Series of Activities Functional versus Process Orientation Barriers
to Change: Structural Factors Process Classifications Process
Identification and Selection Process Identification for Work UnitsChapter
Three: Measures of Effectiveness The Effectiveness Equation Measuring
Customer Satisfaction and Loyalty Family of Measures Data Types Data
Validity, Reliability, and BiasChapter Four: Quality Improvement Model The
Eight-Step Model Step 1: Select Improvement Opportunity Step 2: Analyze
Current Situation Step 3: Identify Root Causes Step 4: Select and Plan
Solution Step 5: Implement Pilot Solution Step 6: Monitor Results and
Evaluate Solution Step 7 Standardize Step 8: Recycle Quality Improvement
Tools and Techniques MatrixChapter Five: Idea Generation Brainstorming
Brainwriting Crawford Slip MethodChapter Six: Consensus Affinity Diagram
Balance Sheet Criteria Rating Form Is/Is Not Stratification List Reduction
Paired Comparisons Weighted VotingChapter Seven: Process Definition
Flowcharts Process Analysis Worksheet Tree DiagramChapter Eight: Collecting
Data Check Sheets Focus Groups Sampling SurveysChapter Nine: Analyzing
Cause and Effect Cause-and-Effect Diagram Five Whys Interrelationship
DigraphChapter Ten: Analyzing and Displaying Data Charts (Bar, Pie, Run,
and Spider) Force Field Analysis Histogram Matrix Diagram Pareto Chart
Prioritization Matrix Scatter Diagram Statistical Process Control: Control
Charts Statistical Process Control: Process CapabilityChapter Eleven:
Planning Tools Activity Network Diagrams Gantt Chart Process Decision
Program