1 . Joharry’s New Window On Standardization And Causes Of Quality Failures
2 . Introduction To Total Quality Management
3 . Standardization And Creativity
4 . Using Customer Satisfaction To Drive Your Business
5 . Focus On The Customer And The Employee
6 . Engineers‘ Competences And The Role Of Tqm
7 . Kaoru Ishikawa
8 . Using The Baldrige Criteria To Assess Quality
9 . Model Of Excellence In Customer’s Focus
10 . Joseph M Juran
11 . Focussing On Systems Thinking
12 . Leading The Transition
13 . Models Of Excellence In Leadership
14 . Genichi Taguchi
15 . The Shift In Thinking
16 . Quality Imrovement Increases Profitability
17 . The Evolution Of Engineers For Tqm
18 . Armand V Feingenbaum
19 . Bill Conway
20 . The Failure Of Engineering Educational Systems: The Uk Experience
21 . W G Ouchi
22 . Expressing Your Company\'s Values
23 . The New Management Model Is Customer Driven
24 . How The West Has Woken Up To The Importance Of Quality
25 . Historical Evolution Of Total Quality Management
26 . Definition Of Quality- Exceptional
27 . Definition Of Quality- Perfection Or Consistency
28 . Definition Of Quality- Fitness For Purpose
29 . Quality Management Systems
30 . The Concept Of System
31 . Improving As A Leader
32 . Identifying Your Customers
33 . Definition Of Quality- Value For Money
34 . Focus On Facts For The Quality
35 . Iso 9000 And Bs 5750-a Stepping Stone To Tqm
36 . Continuous Improvements In Quality
37 . Everybody’s Participation For The Quality
38 . Definition Of Quality- Conclusion
39 . The New Breed Of Engineers
40 . The Foundation And The Four Sides Of The Tqm Pyramid
41 . The Engineer As A Specialist
42 . Definition Of Quality- Transformative
43 . W E Deming
44 . Determining Customer Requirements
45 . Standardization And Creativity
46 . Why Are The Japanese Leading The Field Of Quality?
47 . The Engineer In A Tqm Environment
48 . The Shift In Thinking In Customer Focus
49 . Introduction To The Engineer And Tqm
50 . Shigeo Shingo
51 . How Old Is The Quality Concept
52 . Philip B Crosby
53 . Control Charts
54 . The Is0 9000 Quality System
55 . What Is Meant By Quality Assurance?
56 . Case Example: Problem Solving In A Qc Circle Using Some Of The Seven Tools (Hamanako Denso)
57 . The Different Stages Of A Quality Assurance System
58 . Case Example: Problem Solving In A Qc Circle Using Some Of The Seven Tools (Hamanako Denso)
59 . British Standard Bs 5750/1so 9000
60 . What Is Meant By Total Quality Control?
61 . Scatter Diagrams And The Connection With The Stratification Principle
62 . Prioritization Matrices And Analytical Hierarchies
63 . Making The System Hum
64 . What Data And Information To Use
65 . Case Example: Problem Solving In A Qc Circle Using Some Of The Seven Tools (Hamanako Denso)
66 . Registration And Accreditation In Quality Systems
67 . Affinity Analysis
68 . Case Example: Problem Solving In A Qc Circle Using Some Of The Seven Tools (Hamanako Denso)
69 . Cadillac: Business Planning Process
70 . Communicating Requirements Throughout The Company
71 . Zytec: Management By Planning
72 . The Shift In Thinking In Strategic Planning
73 . Initiating And Sustaining Employee Involvement At Lyondell
74 . What Is Meant By Quality Control
75 . Process Capability
76 . The Quality Processes
77 . Dana Commercial Credit: Strategic Planning
78 . Employee Involvement-model Of Excellence
79 . Matrix Diagrams
80 . What Is Meant By Statistical Quality Control?
81 . Pulverised Coal Burners
82 . What Are The Tools And Techniques For Tqm?
83 . Empowerment At At&t Consumer Markets Division
84 . Whom To Involve In Strategic Planning
85 . The Meaning Of Quality Systems
86 . The Cause-and-effect Diagram And The Connection With The Pareto Diagram And Stratification
87 . Why Use Tools And Techniques In Tqm?
88 . Process Variation And Its Causes
89 . Defining Tqm: Tools And Techniques- Introduction
90 . Case Example: Problem Solving In A Qc Circle Using Some Of The Seven Tools (Hamanako Denso)
91 . Why Are Quality Assurance Systems Needed?
92 . How Do We Define Processes?
93 . Some Quality Characteristics
94 . The Implementation Of Quality Systems
95 . Strategic Planning: Models Of Excellence
96 . The Role Of Quality Standards
97 . Addressing Continuous Improvement
98 . The Implementation Of Statistical Process Control
99 . Control Charts
100 . Check Sheets
101 . The Background To The European Quality Award
102 . The Seven Tools For Quality Control
103 . The Pareto Diagram
104 . Control Charts
105 . The Quality Story
106 . Assessment Criteria For The Model For The European Quality Award
107 . The Model For The European Quality Award
108 . Case Example: Problem Solving In A Qc Circle Using Some Of The Seven Tools (Hamanako Denso)
109 . What Is Quality
110 . Experiences Of The European Quality Award
111 . Control Charts
112 . Control Charts
113 . Relationship Between The Tools And The Pdca Cycle
114 . Flow Charts
115 . Matrix Data Analysis
116 . Histograms
117 . Measurement Of Quality: An Introduction
118 . Control Charts
119 . Form Improvement Teams
120 . Towards Zero Defect : Zero Breakdown
121 . Armstrong Bpo- The Strategic Management Of Human Resources
122 . Tools And Techniques For The Achievement Of Zero Risk
123 . Quality Checkpoints And Quality Control Points- Introduction
124 . The Economic Value Of Safety Standards
125 . How Recognition Progarms Support The New Model
126 . Determining Employee Satisfaction
127 . Models Of Excellence- Reward And Recognition
128 . Models Of Excellence- Employee Focus
129 . Determining Training Needs
130 . Does New Technology Lead To Effective Safety Practices
131 . Compile Presentation Material For All Departments And Present The Material To The Departments
132 . Implementing Tpm: Some Guidelines
133 . The Implementation Of Total Safety Systems: A Management Responslblllty
134 . Towards A Positive Implementation Of Total Safety Systems
135 . The Cost Of Poor Safety
136 . Costs And Benefits Of Tpm
137 . Evaluating The Extent And Effectiveness Of Training
138 . Definition Of The Quality Concept From A Measurement Point Of View
139 . Models Of Excellence- Employee Focus
140 . The Shft In Thinking-employee Focus
141 . Employee Loyalty=customer Loyalty
142 . Whom To Train In What
143 . How Compensation Supports The New Model
144 . The Shift In Thinking- Rewards And Recognition
145 . How Performance Reviews Support The New Model
146 . Some Examples Of Tpm Implementation
147 . Delivering Training
148 . Defining Total Safety Systems
149 . Design The Questionnaire Including Questions About Both Evaluation And Importance For Each Topic
150 . Indirect Measurement Of Quality
151 . Is Safety A Behavioural Question?
152 . Training- Models Of Excellence
153 . Introduction Of Measurement Of Customer Satisfaction
154 . Theoretical Considerations In Measurement Of The Customer Satisfaction
155 . Practical Procedure For Measuring Customer Satisfaction
156 . Total Preventive Maintenance- Introduction
157 . Set Up Focus Groups With Employees To Determine Relevant Topics
158 . What Is Tpm?
159 . The Shift In Thinking In Training
160 . Failure Patterns
161 . Direct Measurement Of Quality
162 . Hold An Employee Conference
163 . Models Of Excellence- Customer Contacts
164 . The Second Task Of A Leader: Generating Commitment
165 . The Power Of Communications In Customer-supplier Chains
166 . Customer-supplier Chains: An Extended Model
167 . Essentials Of Tqm: Customer- Supplier Chains- Introduction
168 . The Fourth Task Of Leadership: Managing The Culture Transformation
169 . From Customer Satisfaction To Customer Commitment
170 . Four Stages Of Implementation
171 . The Shift In Thinking- Customer Contacts
172 . The Third Task Of Leadership: Managing Power Processes
173 . Defining External Customer-supplier Chains
174 . Internal Customer-supplier Chains
175 . The First Task Of A Leader: Setting The Corporate Identity
176 . The Shift In Thinking: Design Of Products And Services
177 . Introduction To Implementation Process Of Tqm
178 . Management Or Leadership - What Is The Difference
179 . Is Charisma Enough For Strong Tqm Leadership
180 . A New Method To Estimate The Total Quality
181 . Communicating With Customer
182 . Towards Single Sourcing Customer-supplier Chains
183 . Customer-supplier Chains In A Technological Context
184 . Intel: Designing To Customer Requirements
185 . Custom Research: Improving The Design Process
186 . The Fifth Task Of Leadership: Avoiding Being A Visionary Leader
187 . How Is Benchmarking Carried Through
188 . Do
189 . Leading The Leaders: The Role Of The Boardroom
190 . American Express Financial Advisors: Improving Design Quality And Reducing Cycle Time
191 . From A Win-lose To A Win-win Situation
192 . Models Of Excellence- Design Of The Products And Services
193 . Improving Customer Contact
194 . The Concept Of Tqm And Quality Costs
195 . Leadership And Quality Motivation
196 . Leaders, Who Are They?
197 . What Is Benchmarking
198 . Check
199 . What Can Be Benchmarked?
200 . Plan
201 . The Pdca Leadership Model—a Model For Policy Deployment
202 . Getting Commitment To The Assessment Process
203 . Continuous Improvement: What Is It?
204 . History Of Quality Management
205 . Conducting A System Assessment
206 . Becoming A Model Citizen
207 . Quality Measurement
208 . Continuous Improvement Or Mizen: What Is The Difference?
209 . Context, Imperatives For Change And Objectives For Quality Management
210 . Evaluating Assessments That Use Baldrige Award Criteria
211 . Alternatives To Using The Baldrige Award Application
212 . Quality Circles: Their Role In Continuous Improvement
213 . Models Of Excellence- Corporate Responsibility And Citizenship
214 . Using The Baldrige Award Criteria To Assess Your System
215 . The Shift In Thinking- Corporate Responsibility And Citizenship
216 . Leadership For Continuous Improvement
217 . The Shift In Thinking- System Assessment
218 . Using Assessment Results To Improve
219 . Incorporating Responsibility And Citizenship
220 . Classifying A Culture
221 . Refine Your System
222 . Addressing The Responsibility To Preserve The Environment
223 . Assess Your System
224 . Solar Energy Storage
225 . Working With Quality Culture
226 . What Should Do The Assessment
227 . The Road To Excellence
228 . Institutionalize A Customer Focus
229 . Institutionalize The New Management Model
230 . System Assessments- Models Of Excellence
231 . Measurement Of Quality Costs (The Results Of Quality Management)
232 . Commit To Change
233 . Changing For The Future—adhering To Our Core Beliefs: Preface By Group Chief Executive Waldemar Schmidt
234 . Context, Imperatives For Change And Objectives For Quality Management
235 . Align And Extend Your Management Goals
236 . The Concept Of Culture
237 . Introduction: Quality Culture And Learning
238 . Tqm Implementation
239 . Quality Costing
240 . Corporate Culture
241 . Quality Culture, Quality Improvement And Tqm
242 . Corporate And Quality Culture
243 . The Implementation Of Continuous Improvement: How To Do It?
244 . Quality Learning