PART I: QUALITY MANAGEMENT
Total Quality Management: Concepts and Principles
Tools and Techniques
Implementation
Quality Innovators
Walter A. Shewhart
W. Edwards Deming
Kaoru Ishikawa
Joseph M. Juran

PART II: QUALITY AWARDS
Malcolm Baldrige National Quality Award
George M. Low Award (NASA Excellence Award)
The Deming Prize

PART III: QUALITY TOOLS AND METHODS
Data and Sampling
Problem Identification Tools
Brainstorming
Nominal Group Technique
Multivoting
The Seven Basic Quality Control Tools
Check Sheets
Flowcharts
Graphs
Histograms
Pareto Charts
Cause-and-Effect Diagrams
Scatter Diagrams
Control Charts
Control Charts for Variables
Uses of Control Charts
Variables Control Charts
Application of Variables Control Charts
Interpreting the Charts
Control Charts for Attributes
Fraction Non-Conforming (p Chart)
Number Non-Conforming (np Chart)
Non-Conformities
When to Use the Different Control Charts
Quality Improvement Stories
What is a Quality Improvement Story
Step 1: Identify the Problem Area
Step 2: Observe and Identify Causes of the Problem
Step 3: Analyze, Identify, and Verify Root Cause(s) of the Problem
Step 4: Plan and Implement Preventive Action
Step 5: Check Effectiveness of Action Taken
Step 6: Standardize Process Improvement
Step 7: Determine Future Action
Other Considerations
The Seven Quality Management Tools
Affinity Diagram (KJ Method �)
Relations Diagram (Interrelationship Digraph)
Systematic Diagram (Tree Diagram)
Matrix Diagram
Matrix Data-Analysis (Prioritization Matrices)
Process Decision Program Chart
Arrow Diagrams (Activity Network Diagram)

PART IV: OTHER QUALITY ISSUES
Quality Function Deployment
What Is Quality Function Deployment
Methodology
Relationship Matrix Construction
Results
Benefits
Benchmarking
The Benchmarking Process
Special Considerations
Quality Teams
What Are Quality Teams?
Types of teams
Core Team Participants
Selection of Problem or Improvement Guidelines
Team Meeting Guidelines
ISO 9000
International Organization for Standardization
ISO 9000
Final Comments

PART V: APPENDICES
The European Community: Emergence and Governing Institutions
The European Community
Institutions of the European Community
Bibliography
Normal Distribution Table
Factors Used to Construct Variables Control Charts
Data Collection and Plotting Forms for Attributes and Variables Control Charts

INDEX

Reviews:

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You have written an interesting and valuable book that should be useful to those being introduced to modern concepts of quality...The sections on application will enable readers to start applying the concepts with ease and produce gains. -- William A. Golomski, past president of ASQC (1966-1967)

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