Franklin

Organizational Excellence Through Total Quality Management.

Author/Creator:
Lal, H.
Publication:
Daryaganj : New Age International Ltd, 2008.
Format/Description:
Book
1 online resource (486 pages)
Edition:
1st ed.
Status/Location:
Loading...

Options
Location Notes Your Loan Policy

Details

Other records:
Subjects:
Sternaman, George.
Sternaman, Olive Adele.
Poisoning -- Ontario -- Haldimand (Township) -- History -- 19th century.
Poisoners -- Ontario -- Haldimand (Township) -- Biography.
Form/Genre:
Electronic books.
Summary:
About the Book: Quality is key to the competitive advantage in today's business environment. In this book, the term Quality has been interpreted in its broader sense of overall performance of a organization rather than quality of products and services. The value of this book is in the rich experience of the Author in the body of knowledge of quality management, both in the national and international context. He has presented the subject in the way that it can be easily used in the practical situations, which would convince the reader of its applicability in the real world. In addition to traditional theory of TQM, the book also covers the new concepts of quality management developed in the last decade, such as Six-Sigma, Lean Production, CRM, Balanced Score Card and Corporate Social Responsibility. The book provides practical guidance for preparing comprehensive quality improvement plan, which not only covers production of goods and services, but also other departments such as Design, Marketing, Material Management and HR, all of which play an important part in achieving organizational excellence. Implementation of TQM is always a major problem. The book includes an exhaustive self-checklist, which can be used as a barometer for effective implementation. In addition to being a practical guide for the industry managers, it can also be used as a textbook on quality management by Management and Engineering institutes. Contents: Part:-I Product Quality and its Control Creating Quality by Design Quality Control of the Purchased Product Quality Control of Manufacturing Processes Sales and Product Quality Organising Effective Quality Management Economics of Quality The Human Factor in Quality Management of Service Quality Part:-II Concept and Philosophy ISO-9000 Standards The Customer-Focused Organization Leadership and Team
Building Lean Production System Total Productive Maintenance (TPM) Customer Relationship Management (CRM) Six-Sigma Corporate Social Responsibility Balanced Score Card Quality Awards Implementation of TQM Part:-III Frequency Distribution Normal Distribution Theory of Probability Control Charts Control Chart of Attributes Theory of Sampling Inspection Standard Sampling Tables Test of Significance Statistical Tolerancing ABC Analysis Value Analysis Defect Diagnosis and Prevention Reliability Design, Evaluation and Control Maintainability 5 `S` Practices Quality Circles.
Contents:
Cover
Foreword
Preface
Contents
Chapter 1. Product Quality and its Control
What is Quality?
Quality Characteristics
Quality Control
Evolution of Quality Control
Changing Quality Concepts
Quality Management
Chapter 2. Creating Quality by Design
Product Development Cycle
Assessment of Customer's Needs
Formulation of Design Specification
Preliminary Design
General Consideration for a Good Design
Functional Efficiency
Safety
Reliability
Maintainability
Ease of Production
Standardization
Review of Design
Other Design Activities
Evaluation of the Prototype
Preparation of Manufacturing Drawings
Formulation of Product Specification
Design Changes During Production
Chapter 3. Quality Control of the Purchased Product
Quality Advice on the Product to be Purchased
Procurement of Traditional Items
Procurement of New Products
Procurement of Products as Per Purchaser's Designs
Determining Quantity to be Procured
Evaluation of Suppliers
Capacity Verification
Development of Sources of Production
Placement of Order
Establishment of Production by the Vendor
Inspection of Bulk Supply
Quality Record of Purchased Material
Chapter 4. Quality Control of Manufacturing Processes
Quality Planning for Manufacture
Process Capability
Process Selection
Process Control
Process Control Techniques
Self Check
Spot Check
Stage Inspection
Statistical Process Control Techniques
Manufacturing Quality Control
Set-up Approval
Process Control
Machine-Dominant Processes
Operator-Dominant Processes
Control Through Final Inspection
Planning Process Control Network
Final Inspection
Inspection Planning
Testing Facilities
Control of Product during Inspection
Disposal of Rejected Product.
Defect Investigation
Quality Audit
Chapter 5. Sales and Product Quality
Quality Makes Sales
Quality as an Aid in Competition
Development at Quality Reputation
After-Sales Service
Planning After-Sales Services
Educating the Customer
Maintenance and Repair
Guarantee of Quality
Field Service Data
Identification of Parts to be Covered
Organisation for Evaluation of Claims
Advertisement of Quality
Quality Improvement through Customer Feedback
Chapter 6. Organising Effective Quality Management
The Nature of Organisation
Why do We Need Organisation?
Organisation for Quality Management
Company Policies and Objectives
Type of Business
Type of Products
Company Size and Organisation
Market and Customers
Design of an Organisation
Quality Functions
Decentralization of Quality Functions
Quality-A Staff Function
Designing Organisation for Quality Management
Fitting the Quality Component in a Company Organisation
Typical Quality Organisations
Single Product Line at One Location
Multi-Product Company at a Single Location
A Single Product-Multiplant Situation
A Large Divisionalised Corporation
A Jobbing Company
Chapter 7. Economics of Quality
General Perception About Quality Cost Relationship
Cost of Quality Management
Prevention Costs
Appraisal Costs
Failure Costs
Management of Quality Costs
Preventive Quality Costs
Appraisal Costs
Internal Failure Costs
External Failure Cost
Overall Quality Costs
Economics of Quality from the Customer's View Point
Planning of Quality Cost Reduction Programmes
Chapter 8. The Human Factor in Quality
Role of Management
Co-Operation of Other Functional Group
Training
Planning of Training
Attitude of Workers
Worker's Responsibility for Quality.
Causes of Operator's Errors
Incompetence
Lack of Awareness
Carelessness and Lack of Interest
Motivation of Workers
Financial Incentives
Worker's Involvement in Quality Improvement
Chapter 9. Management of Service Quality
Attributes of Service Quality
Customers' View of Service Quality
Creating Environment for Quality Improvement
Planning Quality Improvement in Services
Process Mapping
Examination of Processes
Quality Improvement in Financial Services
Special Quality Attributes
Sources for Identifying Improvement Opportunities
Chapter 10. Concept and Philosophy
Concept of TQM
Why do We Need TQM?
TQM Philosophy
W.Edwards Deming
Plan-Do-Check-Act (PDCA) Cycle
Application of PDCA Cycle
Joseph M. Juran
Philip Crosby
Crosby's 14-Step Program
Tom Peters
Kaoru Ishikawa
Shigeo Shingo
Genichi Taguchi
Standardized Quality Principles
Chapter 11. ISO-9000 Standards
What is ISO?
What Are ISO-9000 Standards?
List of Published Standards of ISO/TC 176
Need for ISO-9000 Standards
Third Party Certification
Quality Management Principles
Requirements of ISO-9001
The Process Approach
Importance of ISO-9000 for Developing Countries
Implementation of ISO-9001
Role of Management
Documentation
Evaluation of Quality Management System
Continual Improvement
ISO-9004:2000
ISO-9000 and TQM
Chapter 12. The Customer-Focused Organization
Who is a Customer?
Internal Customers
Developing Customer Focus
Creating a Customer-Centric Culture
Measuring Customer Satisfaction
Chapter 13. Leadership and Team Building
Leadership Role of Management
Characteristics of a Leader
Management Functions
How can Leaders Introduce TQM Culture?
Team Building
Selection of Teams
Development of Teams
Team Processes.
Task-Related Functions
Maintenance-Related Functions
Pitfalls in Teams
Chapter 14 Lean Production System
Traditional Manufacturing System
Changing Dynamics in the Market
Weakness in the Traditional System
What is Muda?
Motion
Delay
Transportation
Rectification/Rejection
Over-Processing
Inventory
Over-Production
What is Lean Production System (LPS)?
Lean Production (LPS) Philosophy
What is Value?
What is Value Stream?
Problem Solving Task
Information Management Task
Physical Transformation Task
Value Flow
Lean Tools
Just in Time (JIT)
What is JIT Necessary?
PRE-Conditions of Application of JIT
Production Control System for JIT Deployment
Poka-Yoke
Poka-Yoke Devices
Deployment of Lean Production System
Lean Management in Service Organization
Chapter 15. Total Productive Maintenance (TPM)
Principles of TPM
TPM Objective
Why is TPM Necessary?
Losses due to Equipment Condition
Autonomous Maintenance
The Operators' TPM Role
The Management's Role In TPM
Productive Maintenance Excellence Award
Chapter 16. Customer Relationship Management (CRM)
New Challenges in Business
Origin of CRM
What is CRM?
CRM Definition
What Does CRM Involve?
Are All Customers Profitable?
Aligning Functions
Implementation of CRM
CRM Technology
CRM Infrastructure
Warehouse Feedback
Pre-Requisites for Introduction of CRM
Road Map to CRM
Benefits of Implementing CRM
Pitfalls in Implementing CRM
Chapter 17. Six-Sigma
Evolution of Six-Sigma Strategies
Sigma Levels of Quality
Why Adopt Six-Sigma Strategy?
Six-Sigma Philosophy
Preparing for the Six-Sigma Journey
Management of Six-Sigma Project
Training of team Members
Black Belt Training and Certification
Green Belt Training and Certification.
Six-Sigma Project Selection
Selection Criteria
Development of Project Plans
Monitoring of Projects
Recognition of Successful Projects
Chapter 18. Corporate Social Responsibility
What is CSR?
What Does CSR Involve?
Elements of CSR
CSR and Business Competitiveness
CSR Scene in India
Chapter 19. Balance Score Card
Performance Measurement in the Information Age
Vision and Strategy for Growth
What is Balanced Score Card?
Financial Perspective
Customer Perspective
Internal Business -Process Perspective
Learning and Growth Perspective
BSC As a Strategic Management System
BSC A Tool for Strategic Management
Chapter 20. Quality Awards
Visionary Leaderships
Customer Driven Excellence
Organizational and Personal Learning
Valuing Employees and Partners
Agility
Focus on the Future
Managing for Innovation
Management by Fact
Social Responsibility
Focus on Results and Creating Value
Criteria for Performance Excellence
European Quality Award
Rajiv Gandhi National Quality Award
Award Criteria
Evaluation Criteria for Rajiv Gandhi Award
Chapter 21. Implementation of TQM
Use of TQM for Organizational Improvement
Choice of Quality Management Concepts and Tools
Implementation Methodology of TQM
Different View of Company Organization
Institutional Structure
Organized Approach
Policy Deployment
Measurement
Road Map for TQM
Questionnaire for Assessing Business Excellence
Chapter 22. Frequency Distribution
Product Variability
Nature of Variation
Frequency Distribution
Relative Frequency Distribution
Graphical Representation of Frequency Distribution
Area of Frequency Histogram
Analysis of Frequency Distribution
Mathematical Treatment of Frequency Distribution
Central Tendency.
Measures of Dispersion or Spread of Variation.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: Lal, H. Organizational Excellence Through Total Quality Management
ISBN:
9788122426434
9788122422894
OCLC:
437109979