Description
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A practical, concise guide to improving business performance by properly applying quality management methods
"Dr. Juran's wisdom on quality and management is timeless. The tenets of modern quality that were forged by Dr. Juran in the second half of the 20th century are made contemporary by Joe DeFeo's practical experience and application of these principles in hundreds of organizations. This book belongs in the library of every leader who strives for world-class performance andwants to understand the concepts, techniques, and tools that will deliver it." -- PAUL BORAWSKI, Chief Executive Officer, ASQ
Table of Contents
Preface
Acknowledgments
CHAPTER 1: Embrace Quality
Superior Quality Always Leads to Sustainable Business Results
Quality Impacts Revenue and Costs
Quality, Earnings, and the Stock Market
Building Market Quality Leadership
Quality and Share of Market
Changes in Customer Habits
The Twentieth Century and Quality
The Twenty-First Century and Quality
The Lessons Learned
References
CHAPTER 2: Three Universal Quality Management Methods
The Concept of Universals
Management of Quality: The Financial and Cultural Benefits
The Juran Trilogy Diagram
References
CHAPTER 3: Leadership Role in Creating a Sustainable Culture of Quality
Culture Defined
Breakthrough and Transformational Change
Breakthroughs in Leadership and Management
Breakthroughs in Organizational Structure
Breakthroughs in Current Performance
Breakthroughs in Culture
Breakthroughs in Adaptability
References
CHAPTER 4: Aligning Quality Goals with the Strategic Plan
Strategic Planning and Quality: The Benefits
Launching Strategic Planning and Deployment
Developing the Elements of Strategic Planning and Deployment
The Role of Leadership
Competitive Quality
References
CHAPTER 5: Product Innovation
Tackling the First Process of the Trilogy: Designing Innovative Products
The Juran Quality by Design Model
The Quality by Design Problem
Juran Quality by Design Model
References
CHAPTER 6: Creating Breakthroughs in Performance
The Universal Sequence for Breakthrough
Breakthrough Models and Methods
Securing Upper Management Approval and Participation
COPQ versus Cost Reduction
Driving Bottom-Line Performance
The Results
Mobilizing for Breakthrough
The Executive “Quality Council”
Breakthrough Goals in the Business Plan
The Nomination and Selection Process
Team Organization
Review Progress
References
CHAPTER 7: Assuring Repeatable and Compliant Processes
Compliance and Control Defined
The Elements of the Feedback Loop
The Pyramid of Control
Planning for Control
Process Conformance
Product Conformance: Fitness for Purpose
The Role of Statistical Methods in Control
The Quality Control System and Policy Manual
Provision for Audits
Tasks for Leaders
References
CHAPTER 8: Simplifying Macro Processes with Business Process Management
Why Business Process Management?
The BPM Methodology
The Planning Phase: Planning the New Process
The Transfer Phase: Transferring the New Process Plan to Operations
Creating Readiness for Change
Operational Management Phase: Managing the New Process
The Future of BPM Combined with Technology
References
CHAPTER 9: Benchmarking to Sustain Market Leadership
Benchmarking: What It Is and What It Is Not
Objectives of Benchmarking
Why Benchmark?
Classifying Benchmarking
Benchmarking and Designing New Products
Benchmarking and Long- and Short-Term Planning
The Benchmarking Process
Planning and Project Setup
Data Collection and Normalization
Analysis and Identification of Best Practices
Report Development
Learning from Best Practices
Improvement Action Planning and Implementation
Institutionalizing Learning
Legal and Ethical Aspects of Benchmarking
Managing for Effective Benchmarking
References
Index
