Total Quality Management, 4th Edition by Pearson

Total Quality Management, 4th Edition by Pearson

by Poornima M Charantimath
Released December 2022
Publisher(s): Pearson India
ISBN: 9789354494307

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Book description

Book Contents -

1. Quality Concepts 2.Leadership and Strategic Quality Management 3.Customer Driven Quality 4.Management System Standards 5.Lean Management 6.Statistical Concepts in Quality 7.Quality Improvement Tools 8.Six Sigma Tools and Techniques 9. Benchmarking 10.Business Process Reengineering 11.Business Excellence Models

Table of contents

  1. Cover
  2. About Pearson
  3. Halftitle Page
  4. Title Page
  5. Dedication
  6. About the Author
  7. Brief Contents
  8. Contents
  9. Foreword
  10. Preface
  11. Key Features
  12. Reviewers
  13. 1. Quality Concepts
    1. INTRODUCTION
      1. Definitions of Quality
      2. Quality Control Versus Quality Assurance
      3. Evolution of TQM
      4. The Four Stages of TQM
      5. Importance of Quality
      6. Quality and Profit
      7. Fitness for Use
      8. Types of Quality
      9. Quality of Design
      10. Quality of Conformance
      11. Quality of Performance
      12. Dimensions of Product and Service Quality
      13. Dimensions of Service Quality
      14. Total Quality Management Excellence (TQMEX) Model
      15. The Japanese 5-S
      16. Business Process Management
      17. Quality Control Circles
      18. The Seven Quality Control Tools
      19. Quality Management System
      20. Total Productive Maintenance
      21. Total Quality Management
    2. Purpose of TQM Programme
      1. Benefits of TQM
    3. Summary
    4. Key Terms
    5. Case Study: Quality Initiatives at TATA Motors
    6. Short-Answer Questions
    7. Match the Following
    8. Discussion Questions
    9. Projects
    10. References
  14. 2. Leadership and Strategic Quality Management
    1. INTRODUCTION
      1. Defining Leadership
      2. Quality Leadership
      3. Leadership Functions
      4. Visionary Leadership
      5. Six Natural Levels of Leadership Competencies
      6. Basic Leadership Competency Levels
    2. Quality Guru’s Contribution to TQM
      1. Walter Shewhart
      2. W. Edwards Deming
      3. The Deming Cycle: PDCA Cycle
      4. PDCA Cycle—Description
      5. Applications of the PDCA Cycle
      6. The Ramp of Improvement
      7. The Deming Chain Reaction
      8. Deming’s 14-Point Methodology
      9. Deming’s Red Bead Experiment
      10. Joseph Juran
      11. Juran’s Quality Trilogy
      12. Juran’s Formula
      13. Armand Feigenbaum
    3. Key Elements of Feigenbaum’s Philosophy of Quality Control
      1. Philip Crosby
      2. Crosby’s 14 Steps
      3. Kaoru Ishikawa
      4. Genichi Taguchi
      5. Taguchi’s Approach
      6. Robust Design
      7. Five Primary Tools of Robust Design
      8. Taguchi’s Quality Loss Function
      9. Example: An Exercise in Taguchi’s QLF
      10. Signal-to-Noise (S/N) Ratio
      11. Quality characteristic
      12. Design of Experiments
    4. Advantages of DOE Using Taguchi’s Approach
      1. Order of Running Experiments
      2. Orthogonal Arrays
      3. Dr Shingo Shigeo
      4. Shingo’s Key Teachings
      5. Shingo’s Theory of Just in Time (JIT)
      6. Shingo’s Theory of SMED
      7. Shingo’s Theory of ZQC
      8. The Shingo Prize for Operational Excellence
      9. Masaaki Imai
      10. Quality Culture
      11. Five Stages of Quality Culture
    5. Building Quality Culture
      1. Quality Statements
      2. Strategic Quality Management
      3. The Strategy Process
      4. Five Phases of SQM
    6. Key Strategic Principles Pertaining to the Dynamics for Strategic Change
      1. Hoshin Kanri: The Japanese SQM Model
      2. Balanced Score Card
      3. The Learning and Growth Perspective
      4. The Business Process Perspective
      5. The Customer Perspective
      6. The Financial Perspective
      7. Benefits of Balanced Scorecard
    7. Summary
    8. Key Terms
    9. Case Study: Total Quality Management At Sundaram Clayton Limited
    10. Short-Answer Questions
    11. Match the Following
    12. Discussion Questions
    13. Projects
    14. References
  15. 3. Customer Driven Quality
    1. INTRODUCTION
      1. Who Is a ‘Customer’?
      2. Customer Perceptions of Quality
      3. Need for Customer Focus
      4. Buyer–Supplier Relationships
      5. CRM Defined
      6. Emergence of CRM
      7. Schools of Thought on CRM
      8. Purpose/Objectives of CRM
      9. Components of CRM
      10. Types of CRM
      11. The Ladder of Loyalty
      12. Level 1 – Financial Bonds
      13. Level 2 – Social Bonds
      14. Level 3 – Customisation Bonds
      15. Level 4 – Structural Bonds
      16. Customer Defections
      17. Types of Defectors
      18. Zero Defections
      19. Customer Retention Programmes
    2. Economics of Customer Relationship Management
      1. Creating Relationship Value (Lifetime Value of Customers)
      2. Dimensions of CLTV
      3. Customer Portfolios
      4. How Do We Make a CLTV Method Successful?
      5. Customer Value Management
      6. Three Rs of the CVM Cycle
      7. Customer Acquisition and Segmentation
      8. Customer Acquisition Management
      9. Linking Profitability and Loyalty
      10. Customer Lifecycle Management
      11. Framework for Building CRM Strategy
      12. Ten Tips to Build Customer Loyalty
      13. Models of CRM
      14. 1. The Identify, Differentiate, Interact, Customise (IDIC) Model
      15. 2. The Value Discipline Model
      16. 3. The Gartner Competency Model
      17. 4. The QCi Model
      18. 5. Payne’s Five-Process Model
      19. 6. The Francis Buttle Model (CRM Value Chain)
      20. Implementation of CRM
      21. CRM in B2B and B2C Context
      22. CRM Scorecards
      23. Tools Used for Determining Customer Expectations
      24. Role of IT in CRM
      25. e-CRM
      26. Different Levels of e-CRM
      27. Benefits of CRM
      28. CRM Future
      29. Quality Control Circles (QCC)
      30. Concept of Quality Circle
      31. Philosophical Foundation of Quality Circles
      32. Characteristics of Quality Circles
      33. Objectives of Quality Circles
      34. Basic Organisational Structure of Quality Circles
      35. Role of the Quality Circle Member
      36. Role of the Quality Circle Leader
      37. Role of the Facilitator
      38. Qualities Required for a Facilitator
      39. Role of the Management (Steering Committee)
      40. Steps for Establishing QCCs
      41. QCC Operation Cycle
      42. QCC and Employee Empowerment
      43. How Do We Empower Employees?
      44. The Suggestion System
      45. Benefits of the Suggestion System
      46. Standards for the Suggestion Scheme
      47. Procedure for Introducing Suggestion Systems
      48. Service Industry and Quality
      49. Classification of Services
      50. The SERVQUAL Model
      51. Service Personal Values (SERPVAL) Scale
      52. Improving the Service Quality
      53. Prerequisites for Achieving Service Quality
    3. Summary
    4. Key Terms
    5. Case Study: Total Quality Management at HDFC Bank
    6. Short-Answer Questions
    7. Match the Following
    8. Discussion Questions
    9. Projects
    10. References
  16. 4. Management System Standards
    1. INTRODUCTION
      1. Institutions Promoting Quality Movement in India
      2. Bureau of Indian Standards (BIS)
    2. Quality Council of India
      1. CII Institute of Quality
      2. Development of the ISO 9000 Standards
      3. ISO 9001:2015
      4. Benefits of ISO 9001 Certification
      5. Quality Management Principles
    3. Quality Management Systems (QMS): An Introduction
      1. Process Approach
      2. ISO 9001:2015 Quality Management Systems Requirements
      3. Basic Clauses
      4. ISO 9000:2015, Quality Management Systems – Fundamentals and Vocabulary
      5. ISO 9001:2015 Structure
    4. Main Clauses
      1. Clause 4.1: Understanding the Organisation and its Context
      2. Clause 4.2: Understanding the Needs and Expectations of Interested Parties
      3. Clause 4.3: Determining the Scope of the Quality Management System
      4. Clause 4.4: Quality Management System and its Processes
    5. Clause 5: Leadership
      1. Clause 5.1: Leadership and Commitment
      2. Clause 5.2: Quality Policy
      3. Clause 5.3: Organisational Roles, Responsibilities, and Authorities
    6. Clause 6: Planning
      1. Clause 6.1: Actions to Address Risks and Opportunities
      2. Clause 6.2: Quality Objectives and Planning to Achieve them
      3. Clause 6.3: Planning of Changes
    7. Clause 7: Support
      1. Clause 7.1: Resources
      2. Clause 7.2: Competence
      3. Clause 7.3: Awareness
      4. Clause 7.4: Communication
      5. Clause 7.5: Documented Information
    8. Clause 8: Operation
      1. Clause 8.1: Operational Planning and Control
      2. Clause 8.2: Determination of Requirements for Products and Services
      3. Clause 8.3: Design and Development of Products and Services
      4. Clause 8.4: Control of Externally Provided Products and Services
      5. Clause 8.5: Production and Service Provision
      6. Clause 8.6: Release of Products and Services
      7. Clause 8.7: Control of Nonconforming Process Outputs, Products, and Services
    9. Clause 9: Performance Evaluation
      1. Clause 9.1: Monitoring, Measurement, Analysis, and Evaluation
      2. Clause 9.2: Internal Audit
      3. Clause 9.3: Management Review
    10. Clause 10: Improvement
      1. Clause 10.1: General
      2. Clause 10.2: Nonconformity and Corrective Action
      3. Clause 10.3: Continual Improvement
      4. Annex A (informative): Clarification of New Structure, Terminology, and Concepts
      5. Annex B (informative): Other International Standards on Quality Management and QMS Developed by ISO/TC 176
      6. Mandatory Documents and Records Required by ISO 9001:2015
      7. Non-Mandatory Documents
      8. ISO 14000 Series
      9. Key Benefits of Environmental Management System
      10. Requirements of ISO 14001:2015
      11. Mandatory Documents and Records Required by ISO 14001:2015
      12. Occupational Health and Safety Management System (OH&S MS)
      13. ISO 45001:2018
      14. Requirements of ISO 45001:2018
      15. Mandatory Documents Required by ISO 45001:2018
      16. Mandatory Records Required by ISO 45001:2018
      17. Non-Mandatory Documents
      18. Integrated Management System
      19. The Annex SL Management System Template
      20. Auditing Management Systems
      21. Guidelines for Auditing Management Systems (19011:2018)
    11. 5 Managing an Audit Programme
      1. 5.1 General
      2. 5.2. Establishing audit programme objectives
      3. 5.3 Determining and Evaluating Audit Programme Risks and Opportunities
      4. 5.4 Establishing the audit programme
      5. 5.5 Implementing audit programme
      6. 5.6 Monitoring Audit Programme
      7. 5.7 Reviewing and Improving Audit Programme
    12. 6 Conducting an Audit
      1. 6.1 General
      2. 6.2 Initiating Audit
      3. 6.3 Preparing Audit Activities
      4. 6.4 Conducting Audit Activities
      5. 6.5 Preparing and distributing audit report
      6. 6.6 Completing Audit
      7. 6.7 Conducting Audit Follow-up
    13. 7 Competence and Evaluation of Auditors
      1. 7.1 General
      2. 7.2 Determining Auditor Competence
      3. 7.3 Establishing Auditor Evaluation Criteria
      4. 7.4 Selecting Appropriate Auditor Evaluation Method
      5. 7.5 Conducting Auditor Evaluation
      6. 7.6 Maintaining and Improving Auditor Competence
      7. Integrated ISO Management System Audits
      8. Third-Party Management Systems
      9. Audit (Certification Audits)
      10. ISO/IEC 17021:2015
      11. Four Phases of an Audit
      12. Steps to ISO Certification
      13. International Organisation for Standardisation Registrars
    14. Summary
    15. Key Terms
    16. Case Study: Total Quality Management at Hyundai Motors
    17. Short-Answer Questions
    18. Match the Following
    19. Discussion Questions
    20. Projects
    21. References
  17. 5. Lean Management
    1. INTRODUCTION
      1. Lean Management Principles
      2. 3M - Muda, Mura and Muri
      3. Lean Tools and Techniques
      4. Value Stream Mapping (VSM)
      5. Kaizen
      6. Getting Started with Kaizen
      7. Gemba Kaizen
      8. Tools for Kaizen
    2. Identifying Opportunities for Kaizen
      1. Guidelines for Preparing the Kaizen Proposal
      2. Kaizen Sheet
      3. Benefits of Kaizen
      4. Company-wide Quality Control (CWQC)
      5. Characteristics of CWQC
      6. Kaizen – The Practice
      7. Management-Oriented Kaizen
      8. Group-Oriented Kaizen
      9. Individual-Oriented Kaizen
      10. Kaizen Participation Index
      11. What is 5S?
      12. The 5S Movement
      13. Implementing 5S in an Organisation
      14. Conducting a 5S Audit
      15. 1S Audit
      16. 2S Audit
      17. 3S Audit
      18. 4S Audit
      19. 5S Audit
      20. Benefits of 5S Programme
      21. Just-in-Time (JIT)
      22. Kanban
      23. Heijunka
      24. How to Implement Heijunka?
      25. Benefits of Heijunka
      26. Poka-Yoke
      27. Step-by-Step Process in Applying Poka-Yoke
      28. Poka-Yoke Devices
      29. SMED (Single-Minute Exchange of Dies)
      30. Total Productive Maintenance (TPM)
      31. History of TPM
      32. Objectives of TPM
      33. Overall Equipment Effectiveness (OEE)
      34. Six Big Losses
      35. Eight Pillars of TPM
      36. Pillar 1 – Jishu Hozen (Autonomous Maintenance)
      37. Pillar 2 – Kobetsu Kaizen (Focused Improvement)
      38. Pillar 3 – Planned Maintenance (PM)
      39. Pillar 4 – Hinshitsu Hozen (Quality Maintenance)
      40. Pillar 5 – Education and Training
      41. Pillar 6 – Development Management (Early Management)
      42. Pillar 7 – Safety, Health and Environment
      43. Pillar 8 – Office TPM
      44. PQCDSM in Office TPM
      45. How Does Office TPM Support Plant TPM?
      46. Extension of office TPM to Suppliers and Distributors
      47. Implementing TPM
      48. TPM – Various Myths
      49. TPM Awards
      50. Theory of Constraints
      51. Integrating Theory of Constraints (TOC) with Lean
    3. Summary
    4. Key Terms
    5. Case Study: Total Quality Management at Toyota Motors
    6. Short-Answer Questions
    7. Match the Following
    8. Discussion Questions
    9. Projects
    10. References
  18. 6. Statistical Concepts in Quality
    1. INTRODUCTION
    2. Variation
      1. Variation Due to Natural Causes
      2. Variation Due to Assignable Causes
      3. Statistical Process Control (SPC)
      4. Quality Control Measurements
      5. Probability Distributions
      6. Laws of Probability
      7. Normal Distribution
    3. Measurement System Analysis (MSA)
      1. Precision and Accuracy of the Method of Measurement
    4. Process Capability
      1. Process Capability Study
      2. Process Capability Indices
      3. Process Performance Capability Ratio
    5. Sampling
      1. Acceptance Sampling
      2. Sampling Plans
    6. Quality Assurance
      1. Quality Assurance System
      2. Designing the Quality Assurance System
    7. Summary
    8. Key Terms
    9. Case Study: Total Quality Management at Apollo Hospitals
    10. Short-Answer Questions
    11. Match the Following
    12. Discussion Questions
    13. Projects
    14. References
  19. 7. Quality Improvement Tools
    1. INTRODUCTION
    2. The Pareto Chart
    3. Cause-and-Effect Diagram
    4. Check Sheet
    5. Histogram
    6. Scatter Diagram
    7. Control Charts
      1. Natural Variations
      2. Assignable Variations
      3. Types of Errors
      4. Steps in the Construction of Control Charts
      5. Analysis of Patterns on Control Charts
      6. Types of Control Charts
      7. Control Charts for Variables
      8. and R Charts
      9. Special Control Charts for Variables Data ( and S Charts)
      10. Control Charts for Attributes
      11. p Charts
      12. np Chart
      13. Charts for Defects
      14. c Charts
      15. u Charts
    8. Graphs
      1. Radar Charts
    9. Applications of the Seven Quality Control Tools in Six Sigma
    10. The Seven New Management and Planning Tools
      1. Affinity Diagram
      2. Relations Diagram
      3. Systematic or Tree Diagram
      4. Matrix Diagram
      5. Matrix Data Analysis
      6. Arrow Diagram
      7. Process Decision Program Chart (PDPC)
      8. Using Pareto Analysis to Focus on Reliability Improvement at NTPC
    11. Summary
    12. Key Terms
    13. Case Study: Total Quality Management at HCL
    14. Short-Answer Questions
    15. Match the Following
    16. Discussion Questions
    17. Projects
    18. References
  20. 8. Six Sigma Tools and Techniques
    1. INTRODUCTION
    2. Key Six Sigma Concepts
    3. The Six Sigma Quality Level
    4. Six Sigma Versus Three Sigma
    5. Shifts and its Role
      1. Unshifted Processes
      2. Three Sigma Process with a 0.0 Shift in the Mean
      3. Six Sigma Process with a 0.0 Shift in the Mean
      4. Shifted Processes
      5. Three Sigma Process with a 1.5 Sigma Shift in the Mean
      6. Six Sigma Process with a 1.5 Sigma Shift in the Mean
    6. Defects Per Million Opportunities (DPMO)
    7. Six Sigma Strategy
    8. Implementing Six Sigma
    9. Define, Measure, Analyse, Improve and Control (DMAIC)
    10. Define, Measure, Analyse, Design and Verify (DMADV)
    11. Six Sigma Training Programmes
      1. Champions and Sponsors
      2. Master Black Belt
      3. Black Belt
      4. Green Belt
      5. Yellow Belt
      6. Implementation of Six Sigma
    12. Quality Function Deployment (QFD)
      1. House of Quality
      2. Building the House of Quality
    13. Failure Mode and Effect Analysis (FMEA)
      1. When to Use FMEA?
      2. Types of FMEAs
      3. FMEA—Procedure
      4. Benefits of FMEA
    14. Cost of Quality (COQ)
      1. Size of Four Categories of Quality Costs
      2. Hidden Quality Costs
      3. Total Quality Costs
      4. Quality Costs in Service Organizations
      5. Identifying and Using Quality Cost Information
      6. Cost of Quality Assessment
    15. Quality Cost Indices
    16. Summary
    17. Key Terms
    18. Case Study: Total Quality Management at Mumbai Tiffin Box Suppliers Charity Trust
      1. Short Answer Questions
    19. Match the Following
    20. Discussion Questions
    21. Projects
    22. References
  21. 9. Benchmarking
    1. INTRODUCTION
    2. Benchmarking: What is it?
    3. An Overview of Benchmarking
    4. The Evolution of Benchmarking
    5. Advantages of Benchmarking
    6. Types of Benchmarking
      1. 1. Strategic Benchmarking
      2. 2. Performance Benchmarking
      3. 3. Process Benchmarking
      4. 4. Functional Benchmarking
      5. 5. Internal Benchmarking
      6. 6. External Benchmarking
      7. 7. International Benchmarking
    7. Designing the Benchmarking Process
      1. Phases in the Benchmarking Process
      2. Guidelines for Successful Benchmarking
    8. Prerequisites for Benchmarking
      1. Code of Conduct for Benchmarking
      2. Costs of Benchmarking
      3. Guidelines for Successful Benchmarking
      4. Limitations to Benchmarking
      5. Common Pitfalls in Benchmarking
    9. Summary
    10. Key Terms
    11. Case Study: Benchmarking at Xerox Corporation
    12. Short-Answer Questions
    13. Match the Following
    14. Discussion Questions
    15. Project
    16. References
  22. 10. Business Process Reengineering
    1. INTRODUCTION
    2. When is BPR Used?
    3. Key Concepts of BPR
      1. The Fundamental Questions
      2. Radical
      3. Dramatic
      4. Processes
      5. Customers
    4. The 3 R’s of Re-engineering
      1. 1. Rethink
      2. 2. Redesign
      3. 3. Retool
    5. Emergence of BPR
    6. Requirements of the Re-engineering Process
      1. 1. Clean Slate Approach
      2. 2. Critical Processes
      3. 3. Process Analysis
      4. 4. Cross-functional Teams
      5. 5. Strong Leadership
      6. 6. Information Technology
    7. Rules of BPR
    8. Benefits of BPR
    9. Business Process Re-engineering Methodologies
      1. The Hammer and Champy Methodology
      2. Davenport’s and Short’s Methodology
      3. Process Analysis and Design Methodology (PADM)
      4. Jacobson’s Methodology/Object-oriented Methodology
    10. Consolidated Methodology
    11. Implementation of BPR
      1. Implementation of BPR in Projects
    12. Re-engineering in the Service and Manufacturing Industry
      1. Re-engineering in the Service Sector
      2. Re-engineering in the Manufacturing Sector
    13. Re-engineering Structure
      1. BPR Leader
      2. Process Owners
      3. Re-engineering Teams
      4. Other Employees Involved in the Re-engineering Process
      5. BPR Teams in Project Management
    14. Limitations and Issues in BPR
    15. The Relationship Between BPR and TQM
    16. Summary
    17. Key Terms
    18. Case Study: Business Process Engineering at Mahindra & Mahindra Limited
    19. Short-Answer Questions
    20. Match the Following
    21. Discussion Questions
    22. Projects
    23. References
  23. 11. Business Excellence Models
    1. INTRODUCTION
    2. Japan’s Deming Prize
      1. Categories of the Deming Prize
      2. The Deming Application Prize—Checklist
    3. Malcolm Baldrige National Quality Award (MBNQA)
      1. Programme Impact
      2. Criteria for Performance Excellence
    4. IMC Ramakrishna Bajaj National Quality Award (IMC RBNQA)
    5. The European Quality Award
      1. The EFQM Excellence Model Criteria
    6. CII-EXIM Bank Award for Excellence
      1. Levels of Recognition
    7. Golden Peacock National Quality Award
    8. Rajiv Gandhi National Quality Award
    9. Tata Business Excellence Model (TBEM)
    10. Maturity Models
      1. International Quality Maturity Model
      2. Structure
      3. Manuals
      4. Self-assessment
      5. Scoring
    11. Capability Maturity Model Integration (CMMI)
      1. Benefits of Process Improvement
      2. Benefits of CMMI
      3. Main Features of CMMI
      4. Maturity or Capability Levels
      5. Staged
      6. Continuous
      7. Process Area (PA)
      8. Goals and Practices
    12. Summary
    13. Key Terms
    14. Case Study: Total Quality Management at Siemens Gamesa Renewable Power Private Limited (SGRP), India
    15. Short-Answer Questions
    16. Match the Following
    17. Discussion Questions
    18. Projects
    19. References
  24. Index
  25. Credits
  26. Copyright

Product information

  • Title: Total Quality Management, 4th Edition by Pearson
  • Author(s): Poornima M Charantimath
  • Release date: December 2022
  • Publisher(s): Pearson India
  • ISBN: 9789354494307