Quality into the 21st Century

ISIS

Description

Many companies that are achieving the most significant business results today, made a shift in focus from the management of quality in the twentieth century to the quality of management in the twenty-first century. The big difference is that these companies focus on quality as a fundamental organization and market-wide strategy for their company’s competitiveness. Quality into the 21st Century: Perspectives on Quality and Competitiveness for Sustained Performance focuses on the call for a more expansive use of quality practices throughout business in the twenty-first century than in their original application in manufacturing. It also calls for a definitive emphasis on the use of quality principles throughout health care, education, technology, medicine and government. The editors complied a collection of papers that focus on the emerging themes in quality including social values, privacy, security, and software quality.

Sujets

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

Informations

• Publié par: ASQ Quality Press
• Date de parution: 30 juin 2003
• Nombre de lectures: 0
• EAN13: 9781636940571
• Langue: English

Extrait

Quality into the 21st Century

Perspectives on Quality and Competitiveness for Sustained Performance

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Managing Change: Practical Strategies for Competitive Advantage Kari Tuominen

Success through Quality: Support Guide for the Journey to Continuous Improvement Timothy J. Clark

The Change Agent’s Guide to Radical Improvement Ken Miller

Critical SHIFT: The Future of Quality in Organizational Performance Lori L. Silverman with Annabeth L. Propst

To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org.

Quality into the 21st Century

Perspectives on Quality and Competitiveness for Sustained Performance

International Academy for Quality

Tito Conti, Yoshio Kondo, and Gregory H. Watson, Editors

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2003 by ASQ All rights reserved. Published 2003 Printed in the United States of America 12 11 10 09 08 07 06 05 04 03 5 4 3 2 1

Library of Congress Cataloging-in-Publication Data Quality into the 21st century : perspectives on quality and competitiveness for sustained performance / International Academy for Quality ; Gregory H. Watson, Tito Conti, and Yoshio Kondo, editors. p. cm. Includes bibliographical references and index. ISBN 0-87389-602-5 (Hardcover, case binding : alk. paper) 1. Total quality management. 2. Quality control. 3. Performance. 4. Leadership. 5. Competition. I. Title: Quality into the twenty-first century. II. Watson, Gregory H. III. Conti, Tito. IV. Kondo, Y. (Yoshio), 1924– V. International Academy for Quality. HD62.15.Q358 2003 658.4'013—dc21 2003011629

ISBN 0-87389-602-5 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. Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Gretchen Trautman Special Marketing Representative: Robin Barry ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange. Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005. To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946. Visit our Web site at www.asq.org or http://qualitypress.asq.org.

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Table of Contents

Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A RMAND V. (V AL ) F EIGENBAUM Introduction—The Quality Perspective on Business Competitiveness . . . . . . . . . . . . . . . . . . . .

Chapter 1 A Strategic View of Organizational Stakeholders . . T ITO C ONTI Chapter 2 Customers, Competitors, and Consistent Quality . . G REGORY H. W ATSON Chapter 3 Persistent Leadership: A Key to Sustainable Quality . . . . . . . . . . . . . . . . . . . . . . . . G REGORY H. W ATSON

Chapter 4 The Human Dimension: Critical to Sustainable Quality . . . . . . . . . . . . . . . . . . . . . . . . S U M I P ARK D AHLGAARD AND J ENS J. D AHLGAARD Chapter 5 Quality Management: Leadership Imperative . . . G REGORY H. W ATSON Chapter 6 From Continuous Improvement to Continuous Innovation . . . . . . . . . . . . . . . . . . . . . . R OBERT E. C OLE Chapter 7 Social Developments and Their Impact on Quality Performance . . . . . . . . . . . . . . . . . . . . . . . E DWARD F UCHS

Chapter 8 Challenges of e-Commerce: Privacy, Security, and Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . C HRIS F. B RENDON , M ICHAEL A. S ARGENT , AND G REGORY H. W ATSON

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Table of Contents

Chapter 9 Case Study: Software Quality in the Development of Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . R OBERT E. C OLE AND G WENDOLYN K. L EE

Chapter 10 Policy Deployment: Consensus Method of Strategy Realization . . . . . . . . . . . . . . . . . . . . . . . G REGORY H. W ATSON Chapter 11 Six Sigma: An Evolving Stage in the Maturity of Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . G REGORY H. W ATSON Chapter 12 Quality Management: Current Issues and Future Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . T ITO C ONTI , Y OSHIO K ONDO , AND G REGORY H. W ATSON About the Authors . . . . . . . . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Foreword

his first decade of the 21st century is becoming a period of increas- T ingly strong global emphasis on economic and human change and improvement, and upon the methods and practices that successfully accomplish this. In particular, there is a new focus on quality with a more powerfully productive role for its principles, methods, and disciplines in terms that fit today’s new human, business, and technology demands. This emphasis recognizes the new character of quality in human terms throughout today’s worldwide markets. Fewer and fewer men and women throughout the world are content to remain second or third class economic citizens indefi- nitely in their lives as their fathers or mothers may have been; content with the quality of the products and services they buy, use, and maintain; accom- modating of inadequate quality practices and processes through which they work that waste their time and effort; satisfied with the quality of the envi- ronment and health conditions under which they live; or pleased with the quality of the professional and governmental services they receive. In technology terms, there has been an increasingly powerful impact on society—in particular, from information technology and the Internet. In this environment, the quality of an organization’s products and services becomes transparent to customers almost immediately rather than in the months or even years of the past. Newly developed products and services once likely to provide years of assured income for businesses are increasingly likely to be replaced—or become a commodity in months or even weeks—unless their excellence in performance is apparent. And in terms of global trade and the principles of corporate governance that surrounds it, this recognizes that

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