The Handbook for Quality Management
by Thomas Pyzdek
Introduction xiii
I Quality standards 1
A Total quality management (TQM) 1
B Continuous process improvement 28
C Cycle-time reduction 37
D Supplier management 43
E Customer service 58
F Quality award/quality standards criteria 64
II Organizations and their functions 85
A Organizational assessment 85
B Organizational structures 104
C Quality functions within the organization 114
D Communication within the organization 149
E Change agents and their affects on organizations 175
F Management styles 185
G Business functions 194
1 External 194
2 Internal 214
III Quality needs and overall strategic plans 219
A Linkage between quality function needs and overall strategic plan 231
B Linkage between strategic plan and quality plan 242
C Theory of variation 249
D Quality function mission 255
E Priority of the quality function within the organization 259
F Metrics and goals that drive organizational performance 261
G Formulation of quality principles and policies 265
H Resource requirements to manage the quality function 267
IV Customer satisfaction and focus 275
A Types of customers 277
B Elements of customer-driven organization 279
C Customer expectations, priorities, needs, and "voice" 287
1 Data collection and review of customer expectations, needs, requirements, and specifications 293
D Customer relationship management and commitment 294
E Customer identification and segmentation 298
F Partnership and alliances between customers and suppliers 302
G Communication techniques 305
H Multiple-customer management and conflict resolution 322
I Customer retention/loyalty 324
V Project management 331
A Planning 334
1 Integrated quality initiatives 335
2 Short- and ling-term quality plans and objectives 337
3 Feedback loops 339
4 Performance measures 341
a Timeliness 341
b Resources 355
c Methodology 356
5 Relevant stakeholders 361
6 Benchmarking 362
7 Budgeting 369
8 Benefit-cost analysis 372
B Project management implementation 384
1 Management support and organizational roadblocks 384
2 Short-term (tactical) plans 390
3 Cross-functional collaborations 391
4 Continuous review and enhancement of quality 393
5 Documentation and procedures 394
VI Continuous improvement 405
A Tools 405
1 Quality control tools (charts and diagrams) 405
2 Quality management tools 462
3 PCDA (Plan, Do, Check, Act) 475
B Cost of quality 480
C Process improvement 498
D Trend analysis 498
E Measurement issues 532
1 Reliability and validity 535
2 Sampling plans and other statistical analysis techniques 541
3 Specifications, calibration and process capability 562
F Concurrent engineering and process mapping 588
VII Human resource management 605
A Leadership roles and responsibilities 609
1 Conflict resolution 609
2 Professional ethics 611
B Quality staffing issues 614
1 Selection 614
2 Performance evaluation 621
3 Professional development 630
4 Goals and objectives 633
C Quality responsibilities in job/position descriptions 634
D Post-training evaluation and reinforcement 645
E Team formation and evolution 645
1 Process improvement teams 646
2 Work groups 647
3 Other self-managed teams 648
F Team management 650
1 Facilitation techniques 650
2 Member roles and responsibilities 660
3 Performance evaluation 663
4 Recognition and reward 665
VIII Training and education 673
A Importance of top-down support and strategic planning for quality training 676
B Training subgroups and topics 677
1 Management training - general quality principles 677
2 Employee training - implementation of quality plans 683
3 Facilitator training 685
C Training needs analysis 687
D Post-training evaluation and reinforcement 689
E Tools 694
1 Lectures, workbooks, case studies, on-the-job training 695
2 Use of technology in training 718
IX Constraint management 723
A The systems approach 725
B Basic constraint management principles and concepts 729
C Tools of constraint management 741
D Constraint management measurements 755
E Summary and conclusion 763
X Lean thinking 765
A Value 766
B Value Stream 767
C Flow 768
D Pull 771
E Perfection 772
XI Six Sigma: principles and deployment 773
A What is Six Sigma? 773
B Six Sigma in terms of cost 778
C Success stories 780
D Infrastructure 783
E Project focus 785
F Methodology 786
Appendix
Table 1—Glossary (ISO 8402) 795
Table 2—Sample customer survey 805
Table 3—Audit standards and standard organizations 809
Table 4—Area under the standard normal curve 811
Table 5—Critical values of the t-distribution 814
Table 6—Chi-square distribution 816
Table 7—F distribution (a=1%) 819
Table 8—F distribution (a=5%) 821
Table 9—Poisson probability sums 823
Table 10—Control chart constants 827
Table 11—Control chart equations 829
References 831
Index 847
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