Escolar Documentos
Profissional Documentos
Cultura Documentos
Quality Management
for Organizational
Excellence
Introduction to Total Quality
David L Goetsch
Stanley B. Davis
CONTENTS
PART ONE
Philosophy and Concepts 1
CHAPTER 1
The Total Quality Approach to Quality Management: Achieving
Organizational Excellence 3
I
WHAT IS QUALITY?
10
12
19
22
23
23
23
DISCUSSION ASSIGNMENTS
ENDNOTES
21
24
25/
CHAPTER 2
Quality and Global Competitiveness 26
THE RELATIONSHIP BETWEEN QUALITY AND COMPETITIVENESS
COST OF POOR QUALITY
27
29
30
36
36
37
40
41
43
44
44
45
45
DISCUSSION ASSIGNMENTS
ENDNOTES
27
45
46
VII
viii
Contents
CHAPTER 3
Strategic Management: Planning and Execution
for Competitive Advantage 47
WHAT IS STRATEGIC MANAGEMENT?
COMPETITIVE STRATEGY
48
48
49
50
SWOT ANALYSIS
48
50
51
53
54
56
57
60
64
69
70
70
71
ENDNOTES
71
CHAPTER 4
Quality Management, Ethics, and Corporate
Social Responsibility 72
DEFINITION AND OVERVIEW OF ETHICS
TRUST AND TOTAL QUALITY
VALUES AND TOTAL QUALITY
77
79
73
75
79
79
81
82
84
87
91
91
92
92
90
85
82
65
Contents
ix
DISCUSSION ASSIGNMENT
ENDNOTES
92
93
CHAPTER 5
Partnering and Strategic Alliances 94
PARTNERING OR STRATEGIC ALLIANCES
94
99
99
101
105
110
110
111
111
112
112
DISCUSSION ASSIGNMENTS
ENDNOTES
106
113
114
CHAPTER 6
Quality Culture: Changing Hearts, Minds, and Attitudes 115
/
UNDERSTANDING WHAT A QUALITY CULTURE IS
115
117
119
120
120
123
127
131
SUMMARY
131
132
133
133
DISCUSSION ASSIGNMENT
ENDNOTES
123
133
134
CHAPTER 7
Customer Satisfaction, Retention, and Loyalty 135
UNDERSTANDING W H O IS A CUSTOMER
136
137
140
136
Contents
COMMUNICATING WITH CUSTOMERS
141
144
143
145
146
148
151
154
155
156
156
157
157
158
CHAPTER 8
Employee Empowerment 160
EMPLOYEE EMPOWERMENT DEFINED
RATIONALE FOR EMPOWERMENT
160
162
INHIBITORS OF EMPOWERMENT
163
167
168
172
173
174
174
AcnviTY
DISCUSSION ASSIGNMENTS
ENDNOTES
171
172
174
175
176
CHAPTER 9
Leadership and Change 177
LEADERSHIP DEFINED
178
181
184
150
150
183
183
152
142
Contents
xi
186
189
190
190
186
191
191
192
197
203
206
206
207
207
DISCUSSION ASSIGNMENTS
ENDNOTES
205
208
209
CHAPTER 10
Team Building and Teamwork 210
OVERVIEW OF TEAM BUILDING AND TEAMWORK
BUILDING TEAMS AND MAKING THEM WORK
FOUR-STEP APPROACH TO TEAM BUILDING
216
220
222
210
213
224
226
229
230
231
232
232
232
DISCUSSION ASSIGNMENT
ENDNOTES
227
232
233
CHAPTER 11
Effective Communication 234
DEFINING COMMUNICATION
234
237
237
236
xii
Contents
ESTABLISHING A CONDUCIVE COMMUNICATION CLIMATE
COMMUNICATING BY LISTENING
239
240
247
COMMUNICATING IN WRITING
249
252
253
255
256
258
259
259
260
DISCUSSION ASSIGNMENT
ENDNOTES
245
260
260
CHAPTER 12
Education and Training 262
OVERVIEW OF EDUCATION, TRAINING, AND LEARNING
RATIONALE FOR TRAINING
271
274
EVALUATING TRAINING
277
286
IMPROVING LEARNING
287
288
289
ORIENTATION TRAINING
CUSTOMER TRAINING
ETHICS TRAINING
291
292
292
293
294
295
295
DISCUSSION ASSIGNMENTS
ENDNOTES
279
290
262
268
296
297
CHAPTER 13
Overcoming Politics, Negativity, and Conflict in the Workplace 298
INTERNAL POLITICS DEFINED
POWER AND POLITICS
299
300
301
Contents
xiii
304
307
312
315
322
324
328
329
329
323
330
330
331
CHAPTER 14
ISO 9000 and Total Quality: The Relationship 332
ISO 9000: THE
336
336
335
338
339
THE ORIGIN OF
COMPARATIVE
345
345
346
346
DISCUSSION ASSIGNMENT
ENDNOTES
346
347
PART TWO
Tools and Techniques 349
CHAPTER 15
Overview of Total Quality Tools 351
TOTAL QUALITY TOOLS DEFINED
PARETO CHARTS
352
352
340
342
WORKING TOGETHER
343
332
xiv
Contents
CAUSE-AND-EFFECT DIAGRAMS
CHECK SHEETS
355
359
HISTOGRAMS
363
SCATTER DIAGRAMS
372
375
377
380
391
391
393
393
389
394
397
397
CHAPTER 16
Problem Solving and Decision Making 398
PROBLEM SOLVING FOR TOTAL QUALITY
399
400
408
408
409
411
412
415
417
419
420
421
421
DISCUSSION ASSIGNMENTS
ENDNOTES
418
423
424
CHAPTER 17
Quality Function Deployment 425
WHAT IS QFD?
425
BENEFITS OF QFD
428
431
IMPLEMENTING QFD
436
429
414
Contents
SUMMARY
xv
440
440
441
441
441
441
CHAPTER 18
Optimizing and Controlling Processes Through Statistical
Process Control 442
STATISTICAL PROCESS CONTROL DEFINED
RATIONALE FOR SPC
443
444
450
462
463
471
473
474
474
475
DISCUSSION ASSIGNMENTS
ENDNOTES
464
465
475
480
CHAPTER 19
Continual Improvement Methods with Six Sigma, Lean,
and Lean Six Sigma 481
RATIONALE FOR CONTINUAL IMPROVEMENT
481
482
484
485
486
CEDAC APPROACH
503
508
511
488
491
494
487
499
498
482
xvi
Contents
SUMMARY
513
514
515
515
ENDNOTES
515
CHAPTER 20
Benchmarking 517
BENCHMARKING DEFINED
518
519
520
PREREQUISITES TO BENCHMARKING
522
523
524
531
BENCHMARKING RESOURCES
532
SUMMARY
531
532
533
533
534
DISCUSSION ASSIGNMENTS
ENDNOTE
526
536
537
CHAPTER 21
Just-in-Time Manufacturing 538
WHAT D O W E CALL IT?
JIT DEFINED
538
538
540
DEVELOPMENT OF JIT
542
549
REQUIREMENTS OF JIT
559
574
SUMMARY
575
575
576
579
577
577
Contents
xvii
CHAPTER 22
Implementing Total Quality Management 581
RATIONALE FOR CHANGE
582
585
594
596
597
601
602
GETTING O N WITH IT
597
607
611
612
612
613
DISCUSSION ASSIGNMENT
ENDNOTES
INDEX
616
615
615
609
607