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These two volumes are about understanding—why—and application—how—with the aim of providing guidance and introduction to both.

Quality is the consistent achievement of the user’s expectations of a product or service. The achievement needs to be “The right thing, right first time, every time, in time.” Beginning with manufacturing and services, it also includes professional, personal, and spiritual dimensions.

Variation does not sit happily with consistency and skill in handling risk and opportunity requires competence in the use of statistics, probability, and uncertainty; and needs to complement the critically essential soft dimensions of quality and the overarching and underpinning primacy of personal relationships.

There are no clear boundaries to the applicability of quality and the related processes and procedures expressed in management systems, and this is why it matters so much to show “how it applies in diverse business and social environments.” Increasingly, the acceptability of boundaries that are drawn depends on their effect on the user and the achievement of quality, and the latest standards on quality management are explicit on this key point.

Quality is everyone’s business, and there is no single professional discipline that can properly express this. Insights, knowledge, experience, best practice, tools, and techniques need to be shared across all kinds of organizational and professional boundaries, and there is no departmental boundary that can stand apart from the organization-wide commitment to quality achievement.

Table of Contents

  1. Acknowledgments
  2. Chapter 1: Introduction
    1. What Is Quality and What Does It Entail?
    2. Who Is the Publication Aimed at and How Could It Be Used?
  3. Chapter 2: Quality and Manufacturing Industries
    1. The Role of the Specification
    2. System Approaches to Conformance to Specifications
    3. Scope and Boundaries of Quality
    4. Central Role of the Specification
    5. Circular Economy
    6. Eco-Parks and a New Industrial Revolution
    7. Technology Verification
    8. Life-Cycle Perspective and Analysis
    9. Industry 4.0
  4. Chapter 3: Quality and Service Industries
    1. What Is a Service Business or Organization?
    2. Internal and External Customers
    3. Going the Extra Mile and the Importance of Family
  5. Chapter 4: Quality, Risk, Opportunity, and Improvement
    1. Consistency and Variation
    2. Coefficients of Variation
    3. Risk as Likelihood
    4. Making Inferences
    5. Distributions
    6. Sampling
    7. Process Stability
    8. Risk as Likelihood and Consequence
    9. Uncertainty and Risk and Opportunity
    10. Risk Management and Risk-Based Thinking
    11. Limits to Risk Management—Adulteration and Corruption
    12. Improvement
    13. Plan-Do-Check-Act
  6. Chapter 5: Quality and the Individual
    1. Leadership and the Individual
    2. Shame and Guilt, Is and Ought
    3. Personal Change and Improvement
  7. Chapter 6: Quality and the Team
    1. Pulling Together in the Same Direction
    2. Profiles and Team Roles
  8. Chapter 7: Quality and the Community
    1. Interested Parties, Stakeholders, and People
    2. Corporate Social Responsibility
    3. Triple Bottom Line
    4. Taguchi and Loss to Society
    5. Community and Quality
    6. Building Capabilities and Releasing Vision
  9. Chapter 8: Quality, Health and Safety, and the Environment
    1. Standalone or Integrated?
    2. Quality, Safety and Environment Go Together
    3. Annex SL and Management System Integration
    4. Society Imperatives
  10. Chapter 9: Quality and Information Technology
    1. Software for QA and QC
    2. Software Quality
    3. Information Technology
  11. Chapter 10: Tools and Techniques for Quality
    1. Standards and Specifications
    2. Standards and Best Practice
    3. Quality Assurance and Control
    4. Audit
    5. Process Management
    6. Statistics
    7. The Systems Approach
  12. Chapter 11: Deployment for Quality
    1. Quality Function Deployment (QFD)
    2. Benchmarking
    3. Maturity Grids
    4. Management Systems
    5. Statistical Quality and Process Control
    6. Process Management
    7. Business Process Engineering and Reengineering
  13. Chapter 12: Quality Management
    1. Responsibility.
    2. Accountability, Transparency
    3. Triple Bottom Line, Internal Values, and Management of Behavior, Corruption
    4. Role and Effect of Standards
    5. Accreditation and certification
    6. Total Quality Management, Companywide Quality Control
    7. Quality in the Supply Chain
  14. Appendices
    1. Abbreviations
    2. Key Addresses
    3. Probability Distribution Functions
    4. Examples of Opportunity and Risk Management Approaches and Their Main Uses
    5. Example Process Flowchart
    6. Example Section of Data Flow Diagram for PowerApps Documentation
    7. Example TOWS Analysis
    8. Case Studies
  15. References
  16. About the Author
  17. Index
  18. Backcover
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