Essentials of Quality with Cases and Experiential Exercises

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.

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.