The ASQ Certified Quality Improvement Associate Handbook

Description

The ASQ Certified Quality Improvement Associate (CQIA) certification introduces the basics of quality to organizations and individuals who are new to quality. This book, and the Body of Knowledge (BoK) it supports, form a foundation for applying proven quality principles and practices that are used around the world. This handbook follows the CQIA span in both content and sequence. Let it serve as your guide in preparing for the ASQ CQIA examination, and refer to it frequently as you learn and implement these ideas and tools in your organization.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Techniques
• Automatisation et Contrôle
• Contrôle des processus
• Automatisation
• Automate
• ASQ
• Engineering
• Technology
• Sciences et techniques
• Quality Control

Informations

• Publié par: ASQ Quality Press
• Date de parution: 01 mars 2020
• Nombre de lectures: 0
• EAN13: 9781951058135
• Langue: English
• Poids de l'ouvrage: 5 Mo

Extrait

The ASQ Certified
Quality Improvement
Associate HandbookMore certification handbooks from Quality Press and ASQExcellence
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The ASQ Certified Supplier Quality Professional Handbook
The ASQ Certified Six Sigma Black Belt Handbook
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For more information on Quality Press and a complete listing of our certification
handbooks and other titles, please visit our website at: http:// www . asq . or g / quality - pr essThe ASQ Certified
Quality Improvement
Associate Handbook
Fourth Edition
Grace L. Duffy and Sandra L. Furterer, Editors
Supports preparation for the
ASQ Certified Quality Improvement Associate (CQIA) certification
ASQExcellence
Milwaukee, WisconsinPublished by ASQExcellence, Milwaukee, WI
Produced and distributed by Quality Press, ASQ, Milwaukee, WI
Publisher ’s Cataloging- in- Publication Data
Names: Duffy, Grace Landis, 1949– editor. | Furterer, Sandra L, 1960– editor.
Title: The ASQ certified quality improvement associate handbook, fourth edition /
Grace L. Duffy and Sandra L. Furterer, editors
Description: Includes bibliographical references and index. | Milwaukee, WI: ASQ Excellence
(produced and distributed by Quality Press), 2020
Identifiers: LCCN: 2020934312 | ISBN: 978-1-951058-12-8 (Quality Press Hardcover) |
978-1-951058-13-5 (Quality Press epub) | 978-1-951058-14-2 (Quality Press pdf) |
978-1-952236-03-7 (ASQExcellence Hardcover) | 978-1-952236-04-4 (ASQExcellence epub) |
978-1-952236-05-1 (ASQExcellence pdf)
Subjects: LCSH Quality control— Handbooks, manuals, etc. | Quality assurance— Handbooks,
manuals, etc. | BISAC TECHNOLOGY & ENGINEERING / Quality Control | STUDY AIDS /
Professional | BUSINESS & ECONOMICS / Quality Control | BUSINESS & ECONOMICS /
Or ga nizational Be havior
Classification: LCC TS156.Q3 A77 2020 | DDC 658.5/62— dc23
No part of this book may be reproduced in any form or by any means, electronic, mechanical,
photocopying, recording, or other wise, without the prior written permission of the publisher.
Publisher: Seiche Sanders
Managing Editor: Sharon Woodhouse
Sr. Creative Services Specialist: Randall L. Benson
ASQ and ASQExcellence advance individual, orga nizational, and community excellence
worldwide through learning, quality improvement, and knowledge exchange.
Attention bookstores, wholesalers, schools, and corporations: Quality Press and ASQExcellence
books, are available at quantity discounts with bulk purchases for business, trade, or
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Printed on acid- free paperT able of Contents
Preface ................................................................ ix
Notes to the Reader ......................................................xi
Highlights in the Evolution of Quality ................................. xi
Structure of this Book ...............................................xii
Diversity .......................................................... xii
Practice ........................................................... xiii
Availability of Reference Materials .................................... xiii
About the Certified Quality Improvement Associate Exam ....................... xv
Acknowl edgments ....................................................... xvi
A Message from the ASQ QMD Chair ...................................... xvii
Part I Quality Basics 1
Chapter 1 Terms, Concepts, and Princi ples .............................. 2
Quality Definitions .................................................2
Quality Plan 6
Quality Systems ....................................................10
Or ga nizational Cultur e .............................................. 14
Employee Involvement and Empowerment ............................ 17
Systems and Pro cesses 18
System versus Pro cess ............................................... 21
Taking a Systems View of Improvement ............................... 22
Variation .......................................................... 25
Standardization 27
Chapter 2 Benefits of Quality ......................................... 30
Employees ......................................................... 31
Or gan izations ...................................................... 31
Customers 32
Suppliers 33
Community ........................................................ 33
Interested Parties ................................................... 33
Quality Benefits to Society as a Whole ................................. 34
Chapter 3 Foundations of Quality ..................................... 36
Walter A. Shewhart ................................................. 38
W. Edwards Deming ................................................ 39
Joseph M. Juran .................................................... 43
v
vi Table of Contents
Kaoru Ishikawa .................................................... 46
Philip B. Crosby 47
Armand V. Feigenbaum ............................................. 49
Genichi Taguchi 50
Summary .......................................................... 52
Part II Team Basics ........................................ 55
Chapter 4 T eam Organ ization 56
Team Purpose ...................................................... 56
Types of Teams ..................................................... 59
Value of Teams 64
Chapter 5 Team Roles and Responsibilities ............................. 67
Chapter 6 Team Formation and Group Dynamics ........................ 73
Initiating Teams .................................................... 73
Selecting Team Members ............................................ 82
Team Stages ....................................................... 87
Team Conflict ...................................................... 90
Team Decision Making .............................................. 94
Potential Perils and Pitfalls of Teams .................................. 101
What Makes a Team Work? .......................................... 102
Part III Improvement ...................................... 105
Chapter 7 Pro cess Improvement ....................................... 106
What Is Pro cess Improvement? 106
How Does the Organ ization Benefit from Pro cess Improvement? ......... 106
Six Sigma Concepts and Tools ........................................ 107
Lean Concepts and Tools ............................................ 115
Examples of Visible Waste ........................................... 124
Examples of Invisible Waste .......................................... 124
Benchmarking ..................................................... 127
Incremental and Breakthrough Improvement ........................... 128
Incremental Improvement 129
Breakthrough Impr. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Chapter 8 Improvement Techniques ................................... 151
Brainstorming ...................................................... 151
Plan- Do- Check- Act (PDCA) or Plan- Do- Study- Act (PDSA) Cycle ......... 153
Affinity Diagram ................................................... 154
Cost of Poor Quality or Cost of Quality ................................ 156
Internal Audits ..................................................... 158
Chapter 9 Improvement Tools ......................................... 160
Flowchart ......................................................... 161
Histogram 165
Pareto Chart ....................................................... 167
Scatter Diagram .................................................... 169 Table of Contents vii
Check Sheet ....................................................... 171
Control Chart ...................................................... 172
Decision Tree (Tree Diagram) ......................................... 175
Additional Quality Tools ............................................ 176
Summary of Quality Improvement Tools and Techniques ................ 186
Chapter 10 Root Cause Analy sis ....................................... 188
Cause- and- Effect Diagram (Fishbone Diagram) ......................... 188
Five Whys ......................................................... 190
Summary of Root Cause Analy sis ..................................... 192
Chapter 11 Risk Management 193
Identify and Communicate Risk ...................................... 193
Types of Risks ...................................................... 194
The Definition of Risk ............................................... 194
ISO 31000 and the Risk Management Pro cess ........................... 195
Identification within Operational Pro cesses ............................ 196
Examples of Selected Risk Assessment Techniques ...................... 198
Failure Modes and Effects Analy sis ................................... 201
SWOT Analy sis .................................................... 204
Summary ......