Business Sustainability

Paul C. Palmes, Alka Jarvis

Description

Competitive advantage as it existed in the 1970s and 1980s is no longer valid.
Leaders must be ready to adopt the thinking that there is no such thing as long-term competitive advantage anymore, due to the constantly changing landscape, and they will have to repeatedly redefine and redesign business strategies to survive.
ISO 9004:2018 represents a major contribution in the application of sound business and quality management systems practices, but authors Jarvis and Palmes will help you go beyond” it with the current widely used state-of-the-art technologies and practices described in this book. They have spent years evaluating where mature and successful organizations are heading, whether they are small or large, and are among the group of experts who developed ISO 9004:2018.
Topics covered include disruptive technologies, culture for sustained success, organizational identity, leadership, process management, and more.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Gestion et management
• ISO 9000
• International Organization for Standardization
• Economics
• Leadership
• ISO 9004
• QMS

Informations

• Publié par: ASQ Quality Press
• Date de parution: 16 juillet 2018
• Nombre de lectures: 0
• EAN13: 9781953079398
• Langue: English
• Poids de l'ouvrage: 2 Mo

Extrait

Business
SustainabilityAlso available from ASQ Quality Press:
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The Magic of Self-Directed Work Teams: A Case Study in Courage
and Culture Change
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The Certified Software Quality Engineer Handbook, Second Edition
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Introduction to 8D Problem Solving: Including Practical Applications
and Examples
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The Quality Toolbox, Second Edition
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Root Cause Analysis: Simplified Tools and Techniques, Second Edition
Bjørn Andersen and Tom Fagerhaug
The Certified Manager of Quality/Organizational Excellence
Handbook, Fourth Edition
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The Certified Six Sigma Black Belt Handbook, Third Edition
T. M. Kubiak and Donald W. Benbow
The ASQ Auditing Handbook, Fourth Edition
J.P. Russell, editor
The ASQ Quality Improvement Pocket Guide: Basic History,
Concepts, Tools, and Relationships
Grace L. Duffy, editor
To request a complimentary catalog of ASQ Quality Press publications,
call 800-248-1946, or visit our website at www.asq.org/quality-press.Business
Sustainability
Going beyond
ISO 9004:2018
Alka Jarvis and Paul C. Palmes
ASQ Quality Press
Milwaukee, WisconsinAmerican Society for Quality, Quality Press, Milwaukee 53203
© 2018 by ASQ
All rights reserved. Published 2018
Printed in the United States of America
24 23 22 21 20 19 18 5 4 3 2 1
Library of Congress Cataloging-in-Publication Data
Names: Jarvis, Alka, author. | Palmes, Paul C., 1948– author.
Title: Business sustainability : going beyond ISO 9004:2018 / Alka Jarvis and
Paul C. Palmes.
Description: Milwaukee, Wisconsim : ASQ Quality Press, [2018] | Includes
bibliographical references and index.
Identifiers: LCCN 2018023193 | ISBN 9780873899727 (soft cover : alk. paper)
Subjects: LCSH: Total quality management. | Quality control—Management. |
Industrial management.
Classification: LCC HD62.15 .J396 2018 | DDC 658.4/013—dc23
LC record available at https://lccn.loc.gov/2018023193
ISBN: 978-0-87389-972-7
No part of this book may be reproduced in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written permission
of the publisher.
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Printed on acid-free paper


Table of Contents
List of Figures and Tables xi
Acknowledgments xiii
Chapter 1 Introduction 1
1.0 The Disruptive Technologies ........................2
1.01 Cloud Computing............................. 3
1.02 Big Data ...................................4
1.03 Connecting Everything 6
1.04 Automation (Digitization) .....................6
1.05 Security .................................... 7
1.06 Telemetry ..................................7
1.07 Artificial Intelligence (Machine Learning)......... 8
1.08 Social Media ................................8
1.1 Other Considerations............................... 9
Mergers and Acquisitions (M&A).................... 9
Corporate Governance and Business Ethics ...........9
1.2 Quality Awards ................................... 10
1.2.1 The Deming Prize............................ 11
1.2.2 The Malcolm Baldrige National Quality Award .... 12
1.2.3 European Foundation for Quality Management
Excellence Award .............................. 14
1.2.4 Watts S. Humphrey Software Process
Achievement Award ............................ 15
1.3 Popularity of the Quality Excellence Frameworks........ 17
1.4 Introduction to ISO 9000 ........................... 18
1.4.1 Benefits of ISO .............................. 19
1.4.2 ISO 9000:2015 Quality management systems—
Fundamentals and vocabulary ................... 19
1.5 ISO 9001:2015 Quality management systems—
Requirements 20
v
vi Table of Contents
QMP 1—Customer Focus .......................... 20
QMP 2—Leadership .............................. 21
QMP 3—Engagement of People ..................... 23
QMP 4—Process Approach ........................ 24
QMP 5—Improvement ............................ 25
QMP 6—Evidence-Based Decision Making (EBDM) .... 26
QMP 7—Relationship Management .................. 28
1.6 Certification ..................................... 29
Clause 4 ........................................ 31
Clause 5 32
Clause 6 33
Clause 7 34
Clause 8 34
Clause 9 35
Clause 10 ....................................... 35
1.7 Sector-Specific Standards ........................... 35
1.8 ISO 9004........................................ 36
1.9 The Difference between a Standard and a Guideline ...... 37
Chapter 2 Culture for Sustained Success 39
2.1 General ......................................... 39
2.2 Growth 40
2.3 Where Do You Begin? ............................. 41
2.4 Fulfilling Customer Requirements ................... 41
2.5 Determining Risks and Opportunities ................. 43
2.6 Developing Policies, Strategies, and Objectives.......... 44
2.7 Appropriate Process Development . . . . . . . . . . . . . . . . . . . . 46
2.8 Continuous Improvement ........................... 47
2.9 Improving Internal and External Communication ........ 49
Chapter 3 Context of the Organization 51
3.1 General ......................................... 51
3.2 The Context ..................................... 52
Internal and External Issues ........................ 54
3.3 Interested Parties ................................. 55
Internal Interested Parties ......................... 59
External Interested Parties 60
Summary .......................................... 62
Chapter 4 Organizational Identity 63
4.1 General ......................................... 63
4.2 Critical Foundational Elements ...................... 66
4.2.1 Mission .................................... 67

Table of Contents vii
4.2.2 Vision ..................................... 70
4.2.3 Values ..................................... 73
4.2.4 Culture .................................... 76
Chapter 5 Leadership 79
5.1 Effective Leadership ............................... 79
5.2 Differentiation between Leaders and Managers.......... 80
The Critical Need for Leaders....................... 82
5.3 Policy .......................................... 84
5.4 Strategy ......................................... 86
5.5 The Importance of Objectives ....................... 87
5.6 Communications .................................. 90
5.6.1 Newsletters ................................. 90
5.6.2 All-Hands Meetings .......................... 91
5.6.3 Video on Demand............................ 92
5.6.4 E-mail ..................................... 93
5.6.5 Staff Meetings .............................. 94
5.6.6 Social Media ................................ 95
Chapter 6 Importance of Process and Process
Management 97
6.1 General ......................................... 97
6.2 Process Methodology .............................. 98
6.2.1 Required Processes........................... 98
6.3 Core Business Processes............................ 99
6.3.1 Identifying Cross-Functional Dependencies . . . . . . . 100
6.4 Stakeholders ..................................... 101
Obtain Feedback ................................. 102
Provide Understanding ............................ 103
Get Buy-In ...................................... 103
Offer Training on the New Process................... 103
6.5 Appointment of Process Owners ..................... 104
6.6 Process Benchmarking ............................. 105
6.7 Process Management .............................. 109
6.7.1 Process Interactions........................... 110
6.7.2 Process Output Criteria ....................... 112
6.7.3 Risks and Opportunities ....................... 112
6.7.4 Process Changes ............................. 114
6.7.5 Process Governance and Accountability .......... 115
6.7.6 Process Measuring and Monitoring .............. 116
Chapter 7 Management of Resources 117
7.1 General ......................................... 117

viii Table of Contents
7.2 People .......................................... 117
7.2.1 Servant Leadership ........................... 118
7.2.2 Motivation.................................. 119
7.3 Competence of People.............................. 120
7.4 Knowledge Management............................ 122
7.4.1 Sustaining Competence........................ 124
7.5 Technological Skills ............................... 130
7.6 Focus on Work Environment and Infrastructure ......... 132
7.7 Externally Provided Resources (Refer to Clause 9.6
of ISO 9004) ..................................... 134
7.8 Effective Use of Natural Resources ................... 136
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