Victor E. Sower is the author of Essentials of Quality with Cases and Experiential Exercises, published by Wiley.

Preface xi

Acknowledgments xv

About the Author xix

SECTION I QUALITY BASICS 1

Chapter 1 Introduction to Quality 3

Chapter Objectives 3

Why Study Quality? 4

History of Quality 4

The Definition of Quality 4

Modern Definitions of Quality 5

Product Quality 7

Service Quality 8

Different Approaches to Defining Quality 9

Five Approaches to Defining Quality 10

Major Contributors to Our Understanding of Quality 11

Summary 19

Quality Definitions 20

Discussion Questions 20

Case Study 1.1: The Battle of the Gurus 21

Exercises and Activities 22

Supplementary Readings 23

References 23

Chapter 2 Strategic Quality Management and Operationalizing Quality 25

Chapter Objectives 25

Strategic Quality Management 26

The Strategic Planning Process 28

Strategic Deployment 31

Evaluation and Control 31

Approaches to Monitoring Progress toward Strategic Goals 33

Dimensions, Measures, and Metrics 34

Methods of Obtaining Input from Customers 39

Focus Groups 40

Surveys 42

Focus Groups and Surveys in Combination 43

Summary 43

Discussion Questions 43

Problems 44

Case Study 2.1: Second National Bank 47

Exercises and Activities 48

Supplementary Readings 49

References 49

SECTION II QUALITY OF DESIGN 51

Chapter 3 Designing Quality into Products and Services 53

Chapter Objectives 53

The Seven Management Tools 54

Quality Function Deployment 57

Design for Six Sigma 59

Taguchi Robustness Concepts 60

Reliability 60

Types of Reliability Systems 61

Reliability Life Characteristic Concepts (e.g., Bathtub Curve) 67

Mean Time Between Failures 69

Modeling Product Life with Normal Distribution 71

Risk Assessment Tools and Risk Prevention 72

Failure Mode and Effects Analysis 73

Fault Tree Analysis (FTA) 76

Error Proofing 77

Summary 78

Discussion Questions 78

Problems 79

Case Study 3.1: Building the Better Mouse 82

Exercises and Activities 82

Supplementary Readings 83

References 83

Chapter 4 Innovation and Creativity in Quality 85

Chapter Objectives 85

Breakthrough (Radical) Improvement versus Incremental Improvement 86

Increasing Creativity 88

Organizational versus Individual Creativity 91

Designing the Innovative Organization 91

Elements of a Creative Organization 92

Tools and Techniques for Increasing Organizational Creativity 95

Increasing Individual Creativity 95

Myths about Individual Creativity 95

The Importance of Technological Forecasting 96

Summary 99

Discussion Questions 99

Case Study 4.1: Smallburg Community Bank 100

Exercises and Activities 100

Supplementary Readings 102

References 102

SECTION III QUALITY SYSTEMS TO ASSURE CONFORMANCE TO DESIGN 105

Chapter 5 Quality Systems and Quality Systems Auditing 107

Chapter Objectives 107

Quality Management Systems 108

Elements of a Quality Management System 108

ISO 9000 109

IS0/TS 16949 and QS-9000 111

Malcolm Baldrige National Quality Award (MBNQA) 117

Other Approaches 118

Six Sigma 119

Quality Auditing 120

Specific Types of Quality Audits 120

Performing a Quality System Audit 122

Quality Information Systems 123

Data Accuracy and Security 124

Quality Documentation Systems 126

Making Data Useful-Information Flows 128

Summary 129

Discussion Questions 129

Case Study 5.1: The First Audit 130

Exercises and Activities 131

Supplementary Readings 132

References 132

Chapter 6 Product, Process, and Materials Control 135

Chapter Objectives 135

Work Instructions 136

Classification of Quality Characteristics and Defects 138

Identification of Materials and Status 140

Lot Traceability 141

Materials Segregation Practices 142

Materials Review Board Criteria and Procedures 143

Supplier Management 145

Supplier Selection 146

Supplier Evaluation 147

Summary 148

Discussion Questions 148

Case Study 6.1: The Case of the Missing Lot 149

Exercises and Activities 150

Supplementary Readings 150

References 150

Chapter 7 Experimental Design 153

Chapter Objectives 153

Basic Concepts and Definitions 155

Experimental Design Characteristics 158

Types of Design 159

Single-Factor Design 159

One-Factor-at-a-Time Design 159

Full-Factorial Design 161

Fractional Factorial Design 163

Analysis of Results 164

Taguchi Methods of Experimental Design 167

Summary 170

Discussion Questions 170

Problems 171

Case Study 7.1: The Case of the Variable Laminates 173

Exercises and Activities 174

Supplementary Readings 176

References 176

SECTION IV CONTROL AND IMPROVEMENT OF QUALITY 177

Chapter 8 Quality Improvement Tools 179

Chapter Objectives 179

The Problem-Solving Process 180

The Seven Tools of Quality 182

Approaches to Continuous Quality Improvement 193

PDSA 194

DMAIC 194

Benchmarking 195

Summary 197

Discussion Questions 197

Problems 198

Case Study 8.1: Sour Grape Ice Cream 201

Case Study 8.2: The Westover Wire Works 202

Exercises and Activities 206

Supplementary Readings 209

References 209

Chapter 9 Metrology, Inspection, and Testing 211

Chapter Objectives 211

Metrology 212

Types of Gauges 213

Accuracy and Precision 216

Nondestructive Testing and Evaluation 223

Summary 223

Discussion Questions 224

Problems 224

Case Study 9.1: Somebody's Got a Problem 227

Exercises and Activities 227

Supplementary Readings 228

References 228

Chapter 10 Statistical Process Control 229

Chapter Objectives 229

SPC and Variation 230

Types of Data 231

Variables Control Charts 231

Concept of the Control Chart 232

Out of Control Signals 233

Patterns Leading to Modifying Control Limits 234

Constructing Variables Control Charts 236

x-Bar and Range Charts 237

x-Bar and s-Charts 241

Individual/Moving Range Charts 244

A Special Form of the x-bar Control Chart for Short Production Runs 246

Attributes Control Charts 249

Control Charts for Nonconforming Units 250

Control Charts for Nonconformities (Defects) 253

Process Capability 257

Summary 262

Discussion Questions 262

Problems 263

Case Study 10.1: Middle County Hospital 270

Case Study 10.2: Precise Molded Products, Inc. 274

Exercises and Activities 278

Supplementary Readings 279

References 279

Chapter 11 Acceptance Sampling 281

Chapter Objectives 281

When Acceptance Sampling is Appropriate 281

Fundamentals of Sampling Theory 283

Assessing Risk in Sampling Plans 284

Methods of Sampling 289

Sampling Types 291

Sampling Plans 292

Sampling Inspection by Attributes 292

Sampling Inspection by Variables 301

Dodge-Romig Sampling Plans 304

Summary 306

Discussion Questions 306

Problems 307

Case Study 11.1: The Turkell Stud Mill 308

Exercises and Activities 309

Supplementary Readings 310

References 310

Chapter 12 Quality Costs 311

Chapter Objectives 311

The Categories of Quality Costs 312

The Goal of a COQ System 315

COQ Data Collection, Interpretation, and Reporting 318

Integrating Quality Costs into the Quality Improvement System 321

Summary 324

Discussion Questions 324

Problems 325

Case Study 12.1: HI-HO YO-YO, Inc. 327

Case Study 12.2: Acme, Ltd. 330

Exercises and Activities 330

Supplementary Readings 330

References 331

SECTION V QUALITY MANAGEMENT 333

Chapter 13 Human Factors in Quality 335

Chapter Objectives 335

Barriers to Quality Improvement Efforts 336

Human Resource Management 336

Motivation Theories 337

Integration of the Classic Motivational Theories 339

Process Theories of Motivation 340

Employee Involvement and Teams 340

The Care and Feeding of Teams 341

Organization and Implementation of Quality Teams 341

Principles of Team Leadership and Facilitation 342

What is a Team? 342

Who Makes up a Team? 342

Roles and Responsibilities of the Team Leader 343

Selecting Team Members 346

Roles and Responsibilities of the Team Members 346

Roles and Responsibilities of the Facilitator 347

Critical Action Items in the Team Life Cycle 347

What Is a Team Charter? 347

General Information and Guidelines for Teams 351

Team Dynamics Management and Conflict Resolution 352

Stages of Group Development 354

Forming 354

Storming 355

Norming 356

Performing 357

Creating a Win-Win Situation 358

Consensus 358

Professional and Ethical Standards 361

Summary 362

Discussion Questions 363

Case Study 13.1: Tom's Team 363

Case Study 13.2: Self Directed Work Teams at BHI 364

Exercises and Activities 368

Supplementary Readings 368

References...