Principles and Practices of Organizational Performance Excellence

Thomas J. Cartin

Description

Many organizations have realized bona fide reward payoffs using a systematic continuous approach to quality and quality improvement. Divided into two sections, this book begins with an easy overview of quality fundamentals and productivity followed by a more detailed explanation of the key quality improvement tools and techniques. Chapter topics include the evolution of quality, management by commitment and leadership, customer satisfaction, organization planning, partnerships and strategic alliances, need for a systems approach in process improvement, quality costs, current engineering, and much more. Includes many examples and study questions to make it useful as a business reference or text. Principles and Practices of Organizational Performance is the evolution of the author's best-selling book, Principles and Practices of TQM, certain portions of which have been included in this book. Selected as an Outstanding Academic Title by Choice Magazine, 1999.Benefits: Discusses international quality standards(ISO). Provides an overview of the essentials in quality improvement awards - both national and international.liIncludes a glossary of terms that aid in communicating the language of improvement. Contents: Productivity Fundamentals, Management and Organization Change, Customer Satisfaction and Focus, Employee Empowerment, Quality Planning and Deployment, Quality Systems and Improvement, The New Quality Assurance, Supplier Quality Management, Quality Costs-Old and New, Tools for Continuous Improvement, Quality Standards and Awards, Quality Function Deployment, Design of Experiments

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Gestion et management
• Economics
• Leadership

Informations

• Publié par: ASQ Quality Press
• Date de parution: 30 juin 1999
• Nombre de lectures: 0
• EAN13: 9780873898829
• Langue: English
• Poids de l'ouvrage: 19 Mo

Extrait

Principles and
Practices of
Organizational
Performance Excellence Aso available fom ASQ Quality Press
The Qualir Toolbox
Nancy R. Tague
Success Through Qualir: Support Guide for the Jourey to Continuous Improvement
Timothy J. Clark
Root Cause Analsis: A Tool fr Total Qualir Management
Paul F Wilson, Larry D. Dell, and Gaylord F Anderson
Mapping Wrk Processes
Dianne Galloway
Qualir Quotes
Helio Gomes
Let' Wrk Smarter Not Harder: How to Engage Your Entire Organization
in the &ection of Change
Michael Caravatta
The Change Agents' Handbook: A Survival Guide fr Qualiry Improvement Champions
David W Hutton
Understanding and Appling Value-Added Assessment: Eliminating Busines Pro:ess vste
William E. Trischler
To request a complimentary catalog of ASQ Quality Press publications,
call 800-248-1946. Principles and
Practices of
Organizational
Performance Excellence
JT. . Cartin
ASQ Qualit Press
Milwaukee, Wisconsin Principles and Practices of Organizational Performance Excellence
Thomas J. Cartin
Cartin, T J. (Thomas J.),
1924Principles and practices of organizational performance
excellence / Thomas J. Cartin
p. cm.
Includes index.
ISBN 0-87389-428-6 (alk. paper)
1. Total quality management. 2. Industial management.
3. Industrial productivity-Management. I. Title.
HD62. 15. C3639 1999
658.4' --dc2 l 98-42726
CIP
© 1999 by ASQ
All rights reserved. No part of this book may be reproduced in any form or by any means, electronic,
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lisher.
10 98765
ISBN 0-87389-428-6
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Project Editor: Annemieke Koudstaal
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ASQ Mission: The American Society for Quality advances individual and organizational performance
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E-mail: [e-mail] Dedication
To my wife who has supported all my writing efrts.
V Contents
Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
PATI
Chapter 1
Quality and Productivity Fundamentals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
The History, Evolution and Essental Elements of Quality. . . . . . . . . . . . . . . . . . . 4
Quality and the Marketplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 and Society . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Quality and Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Defnitons of Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Total Quality Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Common Terms................................. ................... 13
Variation and Statstical Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Trends in Quality Manageme nt. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 2
Management and Organization Change. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5
The Need for Change........ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
A Diferent Operatng Poli . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 c
Management, Organization, and Systems Improvement............ . . . . . . . . . 28
The Role of Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Managing Change and Innovation............. . . . . . . . . . . . . . . . . . . . . . . . . . 33
Stategies for Managing Change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3
Organizatons and Change. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Change Agents... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Conditons fr Successful Managerial Innovaton . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Chapter 3
Employee Empowerment......................................... 39
Empowerment and Work Groups...................................... 39
Empowered Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Quality Education and Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Chapter 4
Customer Satisfacton and Focus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Focus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
vi y
x
CONTENTS vii
T es of Customer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Elements of a Customer- Driven Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 5
The Role of Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 5
Customer Needs, E ectatons, and "Voice". .. . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Changing to Customer Focus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Quality in Industry and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Hardware and Sofware Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Important Factors in Product Quality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Chapter 5
Qualit Planning and Deployment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
The Role of Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Stategic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 and Quality Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Goals and Metrics That Drive Organizaton Performance . . . . . . . . . . . . . . . . . . . 7 5
Metics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Process Capability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Six Si a . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 g
PPM... ..................................... .................. 81
Cycle Time..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
TQM-MBO-MBE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Chapter 6
Quality Systems and Improvement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Systems Thinking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
A Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
The Quality System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Continuous Process Improvement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
The Improvement Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Quality Techniques . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Desi of Experiments (DOE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 g
OrganizatonSystem, Assessment, Audits, and Surveys. . . . . . . . . . . . . . . . . . . . . . 10 4
Chapter 7
The New Quality Assurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Organizaton Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
The Quality Function Within the Total Organizaton . . . . . . . . . . . . . . . . . . . . 112
Traditional Quality Organization Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
The New Qualit Functons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Service Organization Quality Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
The Total Quality Functon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Formulation of Quality Principles and Policies. . . . . . . . . . . . . . . . . . . . . . . . . . 116
Characteristics of an Efectve Quality Functon . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Total Productve Maintenance. . . . . . . . . . . . . . . . .