Quality Management: Creating and Sustaining Organizational Effectiveness
Donna C.S. Summers, University of Dayton

ISBN-10: 0132626438
ISBN-13: 9780132626439

Publisher: Prentice Hall
Copyright: 2005
Format: Cloth; 432 pp
Published: 04/26/2004

Suggested retail price: $119.20
Not available for purchase at this time.

Appropriate for Business, Engineering, and Engineering Technology, and for courses in Quality Management, Management of Organizations, Quality Improvement, and Quality Assurance.

This text explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. Designed to enable students to recognize the cornerstones of creating and sustaining organizational effectiveness, the First Edition is based on key quality initiatives including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.

  • Coverage of topics essential to the industry, including customer focus creation, value creation, leadership, process improvement and management, strategic planning, measures of performance, human resources management, knowledge and information management, project management and business results.

    • Provides students with a solid understanding of what it takes manage an effective organization.

  • Student-friendly narrative.

    • Offers students an engaging writing style that makes the material more stimulating and accessible.

  • End-of-chapter cases that review an effective organization.

    • Gives students insight to an actual organization from seven different points of view so they have a tangible example of the subject matter.

  • Examples from a host of industries and organizations.

    • Furnishes students with real world situations that illustrate the broad range of applicability of topics while provoking further interest in the material.

  • Question and answer format.

    • Enables students to focus on the issues that are troubling for managers.

  • An emphasis on principles of management.

    • Encourages students to concentrate on the core factors involved in managing a successful business.

  • Based on Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.

    • Presents students with current topics that are of strong interest to industries and organizations worldwide so they are better prepared for the workforce.



1. Organizational Effectiveness.

What is an effective organization? How is an effective organization created? What benefits can be gained from creating an effective organization? Summary.



2. Organizational Philosophy.

What are the key elements to delighting customers and generating organizational success? Who are the individuals and what are their philosophies? (Dr. Armand Feigenbaum. Dr. Walter Shewhart. Dr. W. Edwards Deming. Dr. Joseph Juran. Philip Crosby.) Summary.



3. Quality Systems.

What standards and criteria exist to support effective quality management systems? What is ISO 9000? What are Supplier Certification Requirements: QS 9000 and TS 16949? What is ISO 14000? What is Six Sigma? What is the Malcolm Baldrige National Quality Award? Summary.



4. Creating a Customer Focus.

Why is a focus on customers so important? How do customers define quality? How do customers define value? What is the difference between satisfaction and perceived value? Why is it important to understand how the customer views the process? How does an effective organization create an unwavering focus on customers' requirements, needs and expectations? How does an effective organization know what the customer wants? How do effective organizations capture the voice of the customer and turn it into actions that drive customer perceived value? (Quality Function Deployment.) How can the Malcolm Baldrige National Quality Award criteria help an organization create a more effective customer focus? Summary.



5. Organizational Leadership.

What is expected of leaders? How do effective leaders create an organizational culture focused on creating value for their customers? How do effective leaders translate the vision and mission into day-to-day activities? What are the different leadership styles of effective leaders? How do effective leaders manage by fact and with a knowledge of variation? How can the Malcolm Baldrige National Quality Award criteria help and organization's leadership become more effective? Summary.



6. Strategic Planning.

What is strategic planning? How do strategic plans give an effective organization a competitive edge? How do strategic plans support customer satisfaction and perceived value? How are strategic plans created? How do effective leaders create organizational alignment through strategy deployment? How can the Malcolm Baldrige National Quality Award criteria help an organization's leadership create effective strategic plans? Summary.



7. Human Resource Development and Management.

How do employees create an effective organization? How do effective employees enable an organization to create value for their customer? How do leaders in effective organizations motivate employees? How do leaders in effective organizations manage change? What modifications do effective organizations make to their reward system to support the desired culture? What types of education and training do effective organizations provide for their employees in order to remain competitive? How do effective organizations use teams? How do individual personalities affect team performance? What needs to happen in order to have effective meetings? How can the Malcolm Baldrige National Quality Award criteria help an organization's human resources become more effective? Summary.



8. Measures of Organizational Success.

Why measure? What are good measures of performance? How are measures of performance utilized in an effective organization? What are the goals of a measurement system? What roles does the cost of quality play in an effective organization? How are quality costs defined? What types of quality costs exist? What does a formal cost of quality system look like? How are costs of quality used for decision-making? How does benchmarking help an effective organization measure its success? What types of benchmarking can be performed? What is the purpose of benchmarking? What are the benefits of benchmarking? What are the different standards for comparison? How is benchmarking done? How does the Malcolm Baldrige National Quality Award criteria support measurement, analysis, and knowledge management for effective organizations? Summary.



9. Process Management.

What is a process? How are key processes identified? What is the difference between a functionally-structured organization and a process-focused organization? Why do functionally-structured organizations have more difficulty focusing on key processes? What benefits does a process orientation provide? How do well-managed processes create value and generate customer satisfaction? How are processes improved? Why is it important to determine the objective of the process as it relates to the customer? Why is it important to identify the boundaries of the process? Why is it important to involve individuals from key activities in the process in the improvement effort? What is meant by process ownership? Why is it necessary to create a process map identifying all of the activities in the process? Why should an effort be made to separate the non-value activities from the value-added activities? Why should non-value added activities be eliminated? What is variation and why should it be eliminated? Why is it critical to determine if the remaining value-added activities are truly the 'best practice'? Why should the process be redesigned using knowledge gained during the improvement effort? How does the Malcolm Baldrige National Quality Award criteria support process management? Summary.



10. Problem-solving Tools and Techniques.

How does an effective organization make value driven improvements? What are typical steps in a problem-solving process? Why is it necessary to plan? (Check sheets. Pareto Diagrams. Brainstorming. Cause and Effect Diagrams. Why-Why Diagrams. Histograms. X-bar and R Charts. Process Capability.) What happens during the DO phase? What is involved in the STUDY phase? What happens during the ACT phase? Summary.



11. Project Management.

Why project management? What are the characteristics of a project? How are projects selected? What is a project proposal? What are the components of an effective project proposal? What are clear project goals and objectives? What are the components of an effective project plan? How are projects scheduled? How are resources budgeted? What are contingency plans and change control systems? What is project control? What must a project manager do in order to be effective? Summary.



12. Business Results.

Why are business results key to effective organizations? How does auditing allow an effective organization to see its progress? What types of audits exist? How is an audit designed? What do effective organizations audit? What happens when the audit is over? How does the Malcolm Baldrige National Quality Award encourage a focus on business results? Summary.



Appendix 1. Z Tables.


Appendix 2. X-bar and R chart factors.


Appendix 3. Malcolm Baldrige National Quality Award Assignment Guidelines.


Appendix 4. Websites for Quality.


Appendix 5. Attribute Charts.


Answers to Selected Problems.


Glossary.


Bibliography.


Index.

    Appropriate for Business, Engineering, and Engineering Technology, and for courses in Quality Management, Management of Organizations, Quality Improvement, and Quality Assurance.

     

    Quality Management: Creating and Sustaining Organizational Effectiveness, Second Edition explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. New or updated chapters on lean, Six Sigma, ISO 9000, and supply chain management cover the latest areas that are critical to companies competing in today's global environment. Designed to enable students to recognize the cornerstones of creating and sustaining organizational effectiveness, this text is based on key quality initiatives, including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation.

  • 0135005108Quality Management, 2/E
    Summers
    © 2009 | Prentice Hall | Cloth; 592 pages | Instock
    ISBN-10: 0135005108 | ISBN-13: 9780135005101
    Brief Description | Buy from myPearsonStore

  • Instructor's Manual
    Summers
    © 2005 | Prentice Hall | Cloth; 248 pages | Instock
    ISBN-10: 0132629992 | ISBN-13: 9780132629997


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