Content

Preface xv
Acknowledgments xix
1. Introducti on
Crisis 1
Purpose 2
Definition of Quality 2
What Is TQM? 2
External and Internal Customer Satisfaction 5
Integrated Training and Implementation Approach 5
The Tracks 6
2. Foundati on Track
Purpose 11
Objective 11
Definitions 12
Assessment 12
Strategic Business Planning 15
Tactical Plan 1?
How TQM Supports Vision. Mission, and Values Statements 18
TQM Components 18
Internal Customer Satisfaction Agreements 19
Internal/External Customers 27
Pitfalls to a Successful TQM Implementation 30
3. implementation i racic
Purpose 37
Objective 37
Introduction 38
Where and How to Start 38
Commitment 38
Organizational Structure 39
Executive Board Tasks 40
Resource Committee 42
Implementing with Teams 44
Team Members 46
Team Leader 47
Mentors 49
Team Charter (Administration) 50
Facilita tor/Adviser 56
Departmental Mission Statements and Internal Customer Satisfac-
tion Agreements 59
The Need for Measurement 61
Productivity/Quality-Improvement (PQI) Process 81
Productivity/Quality-Improvement ProcessProduction 82
Pitfalls to Total Quality Management 101
Productivity/Quality-Improvement ProcessSuppliers 105
4. Cultural Track 129
Purpose 129
Objective 129
Introduction 129
Why Change? 130
Creating Commitment 131
Barriers to Achieving Commitments 132
Where Does Commitment Start? 134
Measuring Commitment to TQM 135
Required Management Commitments to the TQM Process 135
Managing Commitments ' 1 3 8
Impact of Commitments 138
Commitment and Leadership 139
Tangible Indicators of Commitment 141
Improving the Chances for Achieving Commitment 141
Commitments and Cultural Change 141
Creating Cultural Change 142
The Process of Cultural Change -> 143
Defining the Present Culture 143
Defining the Desired Culture 144
Closing the Culture Gap 147
Resistance to Cultural Change and Desired Behaviors 149
Techniques to Foster the Cultural Change 151
Value: Mutual Trust. Respect, and Integrity 151
Crucial Management Responsibilities to Effect Cultural
Change 155
Sustaining Cultural Change 158
Empowering the Workforce 159
Why Empower? 160
Empowerment versus Other Techniques 161
Problems Associated with Empowerment 162
How to Empower 162
Act of Empowerment 163
Act of Process Management 163
Requirements for Empowerment 166
Corrective/Preventive Action Matrix 167
The Results of Empowerment 171
Common Responses to Changes Caused by Empowerment 172
Phases of Change Generated by Empowerment 173
Some Final Thoughts 176
5. Recogni ti on and Rewards 17'
Purpose 177
Objective 177
Definitions 177
Introduction 178
Principles of Rewards 178
Our Persona! Changing Needs 178
Reinforcing Company Values and Driving Performance 179
Recognition and Reward System 180
Guidelines 180
Implementation 181
Suggestion System 183
Overview 183
Getting Results from Your Recognition and Reward System 188
Types of Recognition 188
Types of Rewards 189
Why Rewards Sometimes Don't Work 190
A Word on Punishment 190
6. Leadershi p/Team Bui l di ng 19:
Purpose 193
Objective 193
Introduction i 94
Interrelationship with Other Tracks 194
Leadership and Teamwork 195
The Leadership Challenge 196
Definition of Leadership 196
The Process of Leadership 198
X Contents
Five Common Practices of Successful Leaders 199
Seven Common Habits of Successful Leaders 202
Your Professional Profile 204
What Is the Personal Profile System? 205
What Will the Personal Profile System Do for You? 205
Identifying Your Work Behavioral Style 205
Create the Environment Most Conducive to Your Success 205
Increase Your Appreciation of Different Work Styles 205
Create a Work Environment Which Maximizes Your Productivity
and Harmony 211
Strength Management 211
Summary 213
Team Building 214
The Stages of Team Development 215
What Makes Strong Teams? 218
Functional Roles of Team Members 219
Building Trust in the Team 221
Pitfalls in Teams 223
Teamwork Communication Checklist 223
Managing Conflict. 224
Summary 230
7. Management Skills Track 231
Purpose 231
Objectives 232
Introduction 232
Observing and Interpreting Behavior for Hiring and Coaching
Personnel 233
Evaluating Resumes 234
Types of Interviews for New Hires 234
Criteria for Performance-Oriented Individuals 237
Coaching for Results and Behaviors 239
Just What Is Coaching? 239
The Four Functions of Coaching 241
Criteria for Successful Coaching 243
The Two Processes of Coaching 243 '
Managing Multiple Priorities 244
. Four Levels of Time Management >' 246
Priority Planning 247
Time Management Overview 248
Time Wasters 248 ,
Time Analysis Questions 254
Results-Oriented TQM Meetings 255
Meeting Skills 257
The TQM Organization 261
Performance Appraisals in a TQM Organization 265
Why Are Performance Appraisals Important? 266
What Are the Steps of the Performance Appraisal System? 269
Contents
xi
Components of an Effective Performance Appraisal System 270
Guidelines for Building Trust and Setting the Tone
for Success 288
Audit of the Performance Appraisal 290
8. Core Techniques 291
Purpose 291
Objectives 291
Introduction 291
Effective Problem-Solving Techniques 295
Events Logs 297
Cause-and-Effect Diagram 305
Creative Problem Solving and Conceptual Blockbusting 308
Diagnostic Process Audits 313
Preventive and Contingent Planning 317
The Relations-Diagram Method 321
Logical Decision Making Relative to Causes 325
Statistical Process Control 336
Variability 336
Histograms 338
Process Flow Diagram 341
Control Chart Basics 346
Baste Statistical Concepts 348
Data Collection and Plotting 361
Process Evaluation 363
Process Analysis 378
Process Analysis for Nonproduction Areas 380
Defect (c and u) Control Charts 385
InterpretaUon of Control Charts 403
Inspection Capability Studies 411
Variable Data 417
Attribute Data 422
Process Capability Studies 440
Design of the Study 442
Conducting the Study 445
Analyzing and Evaluating the Results 447
Summary 458
9. Advanced Techniques 459
Purpose 459
Objectives 459
Introduction and Overview 460
World-Class guality-Pianning Policy 461
Selection of Characteristics 468
Type and Amount of Inspection 474
Inspection Strategies 474
Inspection/Test Instructions 477
LocaUon of Inspection/Test Stations 485
xii
Contents
Production Verification Testing 493
Functional Tests 494
Performance Tests 495
Bum-in/Run-in Tests 495
Product Audits 498
Customer Data Collection 499
Customer Complaints 499
Analyzing Customer Data 500
Error Accountability 502
Unintentional Errors 503
Methods or Procedural Errors 503
Intentional Errors 504
Quality Targets 507
Target Principles 508
Sequences of Inspection-Test Stations 511
Target Computations 515
Determining Effectiveness 520
Sampling/Control Charts/Audits 522
Target Economics 524
Effects of Rework and Reinspection 524
Target Implementation Methods 527
Design of Experiments (DOE) 529
Analysis 536
One-Way ANOVA 544
Two Variables; Two-Way ANOVA 552
DOE Concepts and Tools 562
Using the Tools for Experimental Designs 582
Systems Analysis 592
Introduction to ISO 597
International Organization for Standardization 597
ISO 9000-9004 Series of Quality Management and Quality
Assurance Standards 598
Significance of ISO 9000 Universal Quality Standards 602
ISO 9000 Planning. Implementation, and Training 604
Quality Management System, Policy, and Manual 608
ISO 9000 System Implementation 612
ISO 9000 Procedures and'Work Instructions 621
Forms. Records, and Documentation 623
Instituting System Improvement 623
Tips on Implementation 626
10. Customer Focus 629
Purpose 629
Objectives 629
Defining the Marketing Function 629
Defining Quality 629
TQM and Continuous Improvement 631
Traditional Role of Marketing 632
Contents
XI11
Role of Marketing in Total Quality Management 633
Marketing with TQM Characteristics 635
Diffrences Between Sales and Marketing 636
TQM Marketing Strategy for Competitive Advantage 637
Introduction 637
Outline for a TQM Marketing Strategy 637
Industry Analysis 638
Five Competitive Forces That Determine Industry
Profitability 639
Significance of Five Competitive Factors 642
Competitive Intelligence and Benchmarking 642
Market Information and Competitive Intelligence 642
Dimensions of Competitive Position 644
Strategic Market Analysis 645
Benchmarking Process 645
Goal Setting and Action Planning 655
Managing Customer Satisfaction 657
Listening to the Customer 658
Determining Requirements and Expectations 660
Analyzing and Measuring 660
Serving Customers. Internal and External 661
Determining Customer Requirements with Quality
Function Deployment 662
Customer Expectations 664
Presales Support 668
Postsales Support 669
Closing the Loop 669
Measuring Customer Satisfaction 672
Organizational Metrics 672
New Product Development 675
Phase 1. Idea Generation. Cataloging, and Screening 678
Phase 2. Product Development (Ideas and Concepts) 679
Phase 3. Product Definition and Development (Preprojects
and Projects) 679
Phase 4. Market and Technical Risk Reduction 680
Phase 5. Prototyping and Pilot Production Run 682
Phase 6. Acceptance Testing and Product Introduction 682
Phase 7. New Commercial Venture 683
11. Train the Trainer 685
Purpose 685
Objectives 685
Introduction 685
Getting Started 686
Primer on Adult Learning 687
Components of a Successful Presentation 688
Defining Your Purpose 688
Preparation 689
Contents
Analyzing/Controlling Your Environment 690
Organizing with A-I-D-A 691
Effectively Handling Questions 693
Managing Difficult Participants 694
Worksheets 696
Appendix A. The Overhead Projector 699
Appendix B. Create Great Transparencies 701
Appendix C. Flipchart Tips 7 0 3
Appendix D. Speaking Styles 7 0 5
Index 707
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