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.
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.
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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Print version: Lal, H. Organizational Excellence Through Total Quality Management