Business

For undergraduate or graduate courses in Quality Management.

This text focuses students on how to effectively manage quality. Students must understand their businesses, understand the quality body of knowledge, understand the available tools, and have a method for planning quality improvement based on this knowledge. 

This text focuses students on how to effectively manage quality. Students must understand their businesses, understand the quality body of knowledge, understand the available tools, and have a method for planning quality improvement based on this knowledge.

What trends do you see affecting quality management? With the increased focus on the supply chain giving companies a competitive advantage, do you try to show how this impacts quality?

• Unifying theme of the supply chain. Today’s firms are ever-more focused on improving supply chain performance.  Key to this improvement is quality management.  As we look upstream, we need to develop our suppliers.  Downstream, we focus on after-sales service and customer service.  Implicit in this process is service design.  In your classes, you can drive these concepts home by emphasizing the systems-view implicit in supply chain management. 
  • Provides linkage between the roots of quality management (Shewhart and Deming) with new developments such as six sigma and service quality.  {See chapters 1-9}  

In business, it's clear we work in functional teams, do you try to show that in order to improve quality  everyone must work together?

• Integrative Approach.  Workers and managers in organizations are somewhat limited by their particular functional preparation and specialization (going back to their educational training).  This narrow presentation filters how they analyze and cognitively interpret information. 
  • Shows we all have to work together to satisfy customers.  However, quality management has emerged as a discipline that is not owned by any single functional area such as operations management, supply chain management, human resources, or marketing. 

How do you get students to evaluate the company, the market, its customers in order to implement a quality improvement initiative?

• Contingency Approach.  This concept has been emphasized for a long time but is beginning to get traction in the research and practitioner literature.  Therefore, the contingency approach is used to instruct students how to assess the current position of the firm and identify an effective strategy for improvement based on a profound understanding of their company, market, customers, and etc. 
  • Emphasizes improvement is based on the contingent variables that are operative in the firm as it exists.  This contingency approach is introduced in Chapter 1 and permeates the rest of the text. 

Do you cover the standard quality tools?

• Quality tools and techniques–Covers the basic 7 tools of quality, the managerial tools, the Taguchi method, project management, and statistical quality control.
  • Provides students with the fundamental tools/techniques that they can apply to their future careers.

What type of examples do you use to motivate students?

• Practical applications– Boxed highlights, introductory quotes, chapter questions, solved problems, chapter exercises, and cases.
  • Provides students with practice applying the concepts with real world exercises that reinforce the text.

Do some of your students go on and take certification exams?

• Covers ASQ (American Society for Quality) certification topics–Curriculum for Certified Quality Manager (CQM) and Certified Quality Engineer (CQE) are found in the chapter contents.

  • Exposes students to critical topics that are required for the certification exam.

The student Cd includes:

• Video Clips
• Active models
• Excel files

• Supply chain management is used as a unifying theme to help students understand the systems view needed to improve quality.
• Increased coverage of customer relationship management systems (CRM)
• Added coverage of Stephen Covey’s 8 habits.  So many companies have adopted this approach that we felt that students should be familiar with Covey. 
• More emphasis on performance metrics and measurement – how to do it right and how to do it wrong.
• Section on supply chain strategy.
• A new discussion on quality management in China – in addition to the U.S., Europe, and Japan. 
• The Baldrige discussion has been updated to the 2005 standard. 
• Cost analysis of warranties – from both the producer’s and consumer’s perspectives.
• Service Transaction Analysis topic coverage.
• New tools such as rainbow charts, spider charts, and dashboarding.
• Increased discussion of process mapping and extended processing mapping. 
• Replaced QS9000 coverage with an in-depth discussion of ISO/TS 16949 as a model for assessing supplier quality.
• More discussion of form versus substance in quality implementation.  This is needed in a time of quality hucksterism. 
• 50% more Quality Highlights and A Closer Look at Quality boxes.
• 100% more end of chapter problems.

I. Understanding Quality Concepts

1. Differing Perspectives on Quality

2. Quality Theory

3. Global Quality and International Quality Standards

II. Designing and Assuring Quality

4. Strategic Quality Planning

5. The Voice of the Customer

6. The Voice of the Market

7. Quality in Product and Process Design

8. Designing Quality Services

9. Managing Supply Chain Quality

III. Implementing Quality

10. The Tools of Quality

11. Managing Quality Improvement Teams and Projects

12. Statistically-Based Quality Improvement for Variables

13. Statistically-Based Quality Improvement for Attributes

14. Six Sigma Management and Tools

IV: Forever Improving the Quality System

15. Managing Learning for Quality Improvement

16. Implementing and Validating the Quality System

Quality Management [CORE TEXTS] (Decision Science)
Quality Control (Industrial Engineering)
Quality Management [CORE TEXTS] (Management)

Dr. Tom Foster is a professor, researcher, and consultant in the field of quality management.  Among Dr. Foster’s areas of expertise are strategic quality planning, service quality, six sigma, government quality, and the role of technology in improving quality.  Tom is a professor of quality and supply chain management at Brigham Young University and has also taught at Penn State University and Boise State University.  He received his PhD from the University of Missouri-Columbia.

Dr. Foster has professional experience in manufacturing, financial services operations, and international oil exploration.  He has consulted for over 20 companies including, Trus Joist MacMillan, the United States Department of Energy, Hewlett-Packard, Heinz Frozen Food, and Cutler Hammer/Eaton Corporation.  Dr. Foster served on the 1996 and 1997 boards of examiners for the Malcolm Baldrige National Quality Award and has served as a judge for state awards.

Tom is on the editorial boards of the Journal of Operations Management, the Quality Management Journal, Benchmarking: An International Journal, and the Quality Observer.  He has published over 40 quality-related research articles in journals such as Decision Sciences, the International Journal of Production Research, the Quality Management Journal, and Quality Progress.  He is listed in Who’s Who in America and Who’s Who in the World. Dr. Foster is founder of www.freequality.org, was awarded the ASBSU Outstanding Faculty Award, and served as guest editor for the Journal of Operations Management special issue on Supply Chain Management. In addition, he was winner of the 2002 Decision Sciences Institute Innovative Education Award.

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Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, contact your Pearson Higher Education representative for pricing and ordering information.

This package contains:

• Foster, Managing Quality: Integrating the Supply Chain, 3/E (2007)
• Foster, Student CD, 3/E (2007)

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, browse our available packages below, or contact your Pearson Higher Education representative to create your own package.

• Package ISBN-10: 0132381583 | ISBN-13: 9780132381581
  ©2007 | Instock | Suggested retail price: $173.33 | Buy from myPearsonStore
  This package contains:
• Managing Quality: Integrating The Supply Chain and Student CD PKG, 3/E
  Foster | ©2007 | Prentice Hall | Kit/Package/ShrinkWrap
  
• Painless Performance Evaluations, 1/E
  Green | ©2006 | Prentice Hall | Paper; 176 pages