Quality Management: Creating and Sustaining Organizational Effectiveness

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9780132626439: Quality Management: Creating and Sustaining Organizational Effectiveness

Designed to enable readers to recognize the cornerstones of creating and sustaining organizational effectiveness, the First Edition is based on key quality initiatives including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation. This book explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. For professionals with a career or interest in business, engineering, engineering technology, and quality management.

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Excerpt. © Reprinted by permission. All rights reserved.:

Quality management is no longer primarily a technical subject. Instead, it is an understanding of the principles of quality management allows organizational leadership to make their organization more effective. Quality management has moved from beyond an emphasis on management of quality to a focus on the quality of managing, operating, and integrating the customer service, marketing, production, delivery, information, and finance areas throughout an organization's quality value chain with the subsequent favorable impact on overall organization effectiveness. Quality of management also focuses on enabling employees to be enthusiastic about their jobs, going well beyond empowerment and emphasizing the development of individual job quality for the entire workforce.

Text Goals:

The goal of this text is to enable the reader/user to recognize the cornerstones of creating and sustaining an effective organization. The information is presented in a format that enables the reader to understand the general principles behind creating an organizational atmosphere that focuses on the customer. The selection of topics is based on the Malcolm Baldrige National Quality Award, the teachings of W. Edwards Deming, the Six Sigma Methodology, and lean manufacturing concepts. By the end of the text, the reader should be able to answer the following questions:

  • What does our organization need to do to remain competitive in today's global economy?
  • How can we improve our processes and integrate our functions so that they provide customer satisfaction through the best use of the resources available to us?
  • How do we create an internal environment that enables everyone who works for us to perform to the best of their ability?
  • How do we know what the customer wants?
  • How do we know we are doing the right things right?

Text Format:

As the table of contents reveals, each chapter has been laid out in a question and answer format. Examples, taken from industry, are used throughout the text to support chapter material. At the close of each chapter, questions are presented to encourage the reader to consider how they would know an organization is operating effectively in a particular area. These questions are based on the Malcolm Baldrige National Quality Award criteria. Following Chapters 3-9 and 12, a detailed case is provided. It describes an organization that has been reviewed using the Malcolm Baldrige National Quality Award criteria. This case has been provided so that readers may more clearly understand what it takes to be an effective organization. For a term assignment, instructors may want to consider having their students review a nearby organization using the Malcolm Baldrige National Quality Award criteria. If so, Appendix 3, as well as the question closing each chapter, may be useful when designing assignments.

Key Text Features:

This text serves as an introduction to the activities and philosophies related to creating and managing an effective organization. The key features of this text were designed to help the reader develop a greater understanding of the eight critical areas: customers, leadership, strategic planning, human resources development and management, knowledge and information management, process management, project management, and business results. Emphasis is on the practical application of quality management principles, tools and techniques. Industry and business examples and a case provide insight into organizational effectiveness. The text focuses on:

  • Key quality initiatives including:
    • Six Sigma
    • Malcolm Baldrige National Quality Award
    • ISO 9000
    • Lean manufacturing
  • Key topics including:
    • Customer focus creation
    • Value creation
    • Leadership
    • Process improvement and management
    • Strategic planning
    • Measures of performance
    • Human resources management
    • Knowledge and information management
    • Project management
    • Business results
  • Overview of quality philosophies including:
    • Dr. Armand Feigenbaum
    • Dr. Walter Shewhart
    • Dr. W. Edwards Deming
    • Dr. Joseph Juran
    • Philip Crosby
  • Overview of process improvement techniques including:
    • X-bar and R charts
    • P, u, c charts
    • Cause and Effect diagrams
    • Pareto diagrams
    • Histograms
    • Why-Why diagrams

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