The book explains the concepts and techniques of quality management supported with case studies. This comprehensive text examines how to deliver efficient and effective services to customers. Relevant examples are given in each chapter to help understand concepts easily. This book is primarily focused on operation research, statistical quality control, probability and advance topics in quality. Quality is a systematic approach to design, based on a close awareness of customer desires, coupled with the integration of corporate functional groups. The book will also serve as a reference for professionals and consultants to carryout projects in manufacturing or service organisations.
Gertha Goodrich pursued herMasters in International Business & Management Studies from Applied Sciences, University, Montmorillon. She is a Business Expert & Consultant at Valladolid. Her areas of expertise lie in resource management, business administration and organizational theory. Goodrich is a distinguished figure with an experience of over two decades in the field of project management, total quality management, quality improvement: problem solving, probability, benchmarking and auditing. She has attended numerous management conferences and symposiums and has presented more than seven papers on effective business management.
Preface IX
I. SETTING THE STAGE 1
1. Quality Basics 2
Introduction 2
Why quality 3
Ingredients for success 4
The evolution of modern quality 6
The future of quality 8
Who is the american society for quality 10
2. Quality Advocates 15
Introduction 15
Quality advocates 15
3. Quality management systems: ISO 9000, Supplier Certification Requirements,
the Malcolm Baldrige Award, and Six Sigma 24
Introduction 24
Quality management systems 25
ISO 9000 27
Supplier certification requirements 31
ISO 14000: environmental management 33
Malcolm baldrige national quality award 35
Six sigma 39
4. Quality Improvement: Problem Solving 47
Introduction 47
Problem solving 48
Steps in process improvement 51
Plan 56
Do 58
Study 58
Act 59
II. CONTROL CHARTS FOR VARIABLES 64
5. Statistics 67
Introduction 67
Statistics 68
Use of statistics in quality assurance 69
Population versus samples 70
Data collection 73
Data analysis graphical 78
Data analysis analytical 84
Central limit theorem 88
Normal frequency distribution 91
Confidence intervals 93
6. Variables Control Charts 98
Introduction 98
Control chart functions 99
Control charts for variables 103
Formulas 107
7. Process Capability 112
Introduction 112
Individual values compared with averages 113
Estimation of population sigma from sample data 115
Control limits versus specification limits 116
The 6σ spread versus specification limits 117
Calculating process capability indices 118
Process performance indices 121
8. Other Variable Control Charts 126
Introduction 126
Individual and moving range charts 127
Moving–average and moving-range charts 128
A chart plotting all individual values 133
Multi-vari analysis 138
Median and range charts 140
Run charts 142
A chart for variable subgroup size 145
Precontrol charts 147
Short-run charts 149
III. CONTROL CHARTS FOR ATTRIBUTES 154
9. Probability 155
Introduction 155
Probability theorems 155
Permutations and combinations 158
Discrete probability distributions 161
Continuous probability distribution 164
Distribution interrelationships and approximations 166
10. Quality Control Charts for Attributes 172
Introduction 172
Attributes 172
Charts for nonconforming units 176
Charts for counts of nonconformities 177
IV. EXPANDING THE SCOPE OF QUALITY 182
11.
Reliability 183
Introduction 183
Reliability 183
Reliability programs 189
Product life cycle curve 190
Measures of reliability 197
Reliability engineers 198
Failure modes and effects analysis 202
12. Advanced Topics in Quality 206
Introduction 206
Quality function deployment 206
Design of experiments 214
13. Quality Costs 224
Introduction 224
What are quality costs 224
Defining quality costs 225
Types of quality costs 227
Quality-cost measurement system 230
Utilizing quality costs for decision making 231
14. Product Liability 234
Introduction 234
The evolution of product liability 234
Warranties 240
Liability loss control programs 245
Product liability suits 246
Future considerations 250
15. Benchmarking and Auditing 252
Introduction 252
Benchmarking 252
Auditing 258
Bibliography 266
Index 268 |
