Contents

Preface
Acknowledgements
List of Abbreviations

xv
xix
xxi

Section ITQM Perspective

1. TQM Evolution
Introduction 1.3
Definition of Quality 1.4
Chain Reaction 1.4
Dimensions of Quality 1.5
Quality Pays 1.8
Evolution of Quality 1.8
Quality Control (QC) 1.11
Quality Assurance (QA) 1.11
Quality Planning (QP) 1.12
Quality Improvement 1.12
Strategic Planning 1.12
Quality Management (QM) 1.13
Total Quality Management (TQM)
Summary 1.15
Review Questions 1.15
References 1.17

1.3

1.13

2. Quality Costs
Introduction 2.1
Cost of Quality 2.2
Classification of Failure Cost 2.3
Reducing Costs 2.3
Jurans Model of Optimum Quality Costs
Analysis of COQ for Improvement 2.6
Analysis of External Failure Cost 2.7
Analysis of Internal Failure Costs 2.7
Summary 2.8
Review Questions 2.9
References 2.10
3. Leadership
Introduction 3.1
Definition of TQM

2.1

2.4

3.1
3.2

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Elements of TQM 3.3

Leadership for TQM 3.4
Demings 14 Points for Top Management 3.4
Ten Strategies for Top Management 3.7
Summary 3.20
Review Questions 3.21
References 3.23
4. TQM Implementation
Introduction 4.1
TQM Tools and Techniques 4.2
PDSA TQM Implementation 4.2
Planning Phase of TQM 4.4
Apply PDSA for Improvement 4.9
Select Process for Improvement 4.10
Getting Things Done 4.13
Barriers to TQM Implementation 4.14
Bibliography 4.16
Summary 4.17
Review Questions 4.17
References 4.19

4.1

Section IITQM Principles & Strategies

5. Customer Satisfaction
Service Quality 5.4
Features of Services 5.4
Customer Delight 5.7
The Kano Model 5.11
Agreed Customer Requirements 5.15
Customer Perceived Quality 5.17
Customer Feedback and Complaints Resolution
Customer Feedback 5.23
Complaint Resolution 5.24
Complaint Recovery Process 5.25
Summary 5.26
Review Questions 5.27
References 5.30
6. Employee Involvement
Introduction 6.1
Employee Motivation 6.1
Motivation Theory of Individual Employees
Teamwork 6.5
Effective Communications 6.7
Training and Mentoring 6.8

5.3

5.22

6.1

6.2

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Recognition and Reward 6.11

Feedback and Performance Appraisal
Performance Appraisal 6.14
Summary 6.20
Review Questions 6.21
References 6.24

6.12

7. Process Approach
Introduction 7.1
Model for Process Definition 7.2
ETX Model 7.3
Subburajs 6s Model for Process Improvement
Study 7.6
Standardize 7.7
Synergize 7.7
Strengthen 7.8
Customer Supplier Chains 7.8
Supply Chain Management 7.11
Lean Manufacturing 7.15
Cellular Manufacturing 7.19
Zero Defects 7.22
Summary 7.26
Review Questions 7.27
References 7.30
8. Continuous Process Improvement
Introduction 8.1
Jurans Trilogy 8.1
Kaizen 8.3
PDCA and 7 Quality Tools 8.5
Goal of Kaizen 8.5
Kaizen Blitz-Benefits 8.8
5S Practices 8.9
5S Certification 8.13
The Seven Deadly Wastes 8.14
Business Process Reengineering (BPR)
BPR and TQM 8.17
Summary 8.17
Review Questions 8.18
References 8.20
9. Supplier Partnership
Introduction 9.1
Importance of Suppliers 9.1
Supplier Selection 9.2
Supplier Standards 9.2

7.1

7.4

8.1

8.15

9.1

Contents

Long-term Contracts 9.3

Involvement of Supplier in Development 9.4
Alignment of Quality System 9.4
Quality Audit 9.5
Product Audit 9.5
Incoming Inspection 9.5
Supplier Rating 9.5
Vendor Rating System 9.6
Proper Communications 9.9
Supplier Seminars 9.9
Support for Improving Infrastructure 9.9
Bonus and Penalties 9.9
Summary 9.10
Review Questions 9.10
References 9.12
10. Performance Measures
Introduction 10.1
PDCA for Measurement 10.2
Criteria for Selection of Measures
10.4
Measurement Strategy 10.5
Performance Measure Design 10.7
Balanced Scorecard (BSC) 10.9
Performance Based Management System 10.17
Attributes of Successful Performance Management System
Summary 10.19
Review Questions 10.20
References 10.21

10.1

10.19

Section IIIStatistical Process Control

11. The Seven Quality Control Tools and Introduction to Statistics
Introduction 11.3
Process Control 11.4
Tool 1: Process Flow Chart 11.5
Tool 2: Cause and Effect Diagram 11.8
Tool 3: Check Sheet 11.10
Tool 4: Scatter Diagram 11.11
Tool 5: Pareto Chart 11.12
Tool 6: Histogram 11.14
Fundamentals of Statistics 11.16
Characteristics of Normal Distribution Curve 11.21
Tool 7: Control Chart 11.23
Causes of Process Variability 11.27
Accuracy and Precision 11.28

11.3

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Standard Normal Distribution 11.30

Acceptable Quality Level (AQL) 11.32
Summary 11.32
Review Questions 11.33
12. Control Charts for Improving Process Capability
Introduction 12.1
Process Stability 12.2
Central Limit Theorem 12.3
Control Charts 12.4
Control Chart for Variable Data 12.6
Process Capability Indices 12.15
Control Charts by Attributes 12.19
Guidance for Selection of Charts 12.26
Summary 12.26
Review Questions 12.27
References 12.33

12.1

13. Six Sigma

Introduction 13.1
Defects and Six Sigma 13.2
Definition of Six Sigma 13.4
The Origin of Six Sigma 13.4
Essence of Six Sigma 13.4
Six Sigma Process Models 13.6
Design for Six Sigma (DFSS) 13.10
Six Sigma Implementation 13.10
Six Sigma, Lean, Kaizen and TQM 13.15
Summary 13.16
Review Questions 13.17
References 13.18

13.1

14. Seven New Management Tools

Introduction 14.1
Tool 1: Affinity Diagram 14.2
Tool 2: Relationship Diagrams (RD) 14.4
Tool 3: Tree Diagram 14.5
Tool 4: Matrix Diagram 14.6
Tool 5: Process Decision Program Chart (PDPC)
Tool 6: Activity Network Diagram 14.10
Tool 7: Prioritization Matrix 14.15
Summary 14.17
Review Questions 14.17
References 14.20

14.1

14.9

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Section IVTQM Tools

15. Business Process Benchmarking (BPB)
Introduction 15.3
Definition of Benchmarking 15.3
Triggers for Benchmarking 15.4
Types of Benchmarking 15.5
Reasons for Benchmarking 15.6
Identifying Process to Benchmark 15.6
Benchmarking Partner 15.8
Benchmarking Process 15.8
Reasons for Failure of Benchmarking 15.12
Summary 15.13
Review Questions 15.14
References 15.15

15.3

16. Quality Function Deployment (QFD)

Introduction 16.1
What is QFD? 16.2
QFD Team 16.3
House of Quality 16.4
Prioritized Technical Requirements 16.14
Construct House of Quality 16.16
Iterative QFD 16.20
Organizations using QFD 16.20
Tips for Success of QFD 16.21
Summary 16.21
Review Questions 16.22
References 16.25

16.1

17. Taguchis Robust Design

Introduction 17.1
Measure of Quality 17.2
Traditional View of Quality 17.2
Taguchis Loss Function 17.3
Signal to Noise Ratio 17.7
Taguchi Philosophy 17.9
Experiment 17.10
Summary 17.23
Review Questions 17.23
References 17.25

17.1

18. Total Productive Maintenance

Introduction 18.1
Goal of Total Productive Maintenance (TPM) 18.1
Preventive Maintenance 18.2

18.1

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History of TPM 18.3

Use of 5S 18.3
Overall Equipment Efficiency (OEE) 18.4
Performance Efficiency 18.5
Quality Rate 18.6
Steps to Increase Overall Equipment Efficiency
The Results of TPM 18.11
Summary 18.17
Review Questions 18.18
References 18.20

18.7

19. Failure Mode and Effects Analysis (FMEA)

Introduction 19.1
Reliability 19.1
Bathtub Curve 19.2
Failure Mode and Effects Analysis (FMEA) 19.5
FMEA 19.6
FMEA Risk Priority Number (RPN) Technique 19.8
Failure Mode Effects and Criticality Analysis (FMECA)
Criticality Matrix 19.17
Summary 19.21
Review Questions 19.22
References 19.24

19.1

19.14

Section VQuality Systems

20. Quality SystemISO 9000 Standard
Introduction 20.3
ISO 20.4
Quality Management System (QMS) 20.7
Clause 4Quality Management System 20.8
Clause 5Management Responsibility 20.11
Clause 6Resource Management 20.14
Clause 7Product Realization 20.16
Clause 8Measurement, Analysis and Improvement 20.20
Implementation of ISO 9001 and Certification 20.23
Continuing ISO 9000 Certification 20.26
Sector Specific Quality System Standards 20.29
Summary 20.35
Review Questions 20.35
References 20.38

20.3

21. Environmental Management System (EMS)14001

Introduction 21.1
Benefits of EMS Certification 21.2
Requirements of Environmental Management System (EMS) 21.5

21.1

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Contents

Summary 21.17
Review Questions 21.17
References 21.18
22. Quality Awards
Introduction 22.1
The Deming Prize 22.1
Malcolm Baldrige National Quality Award (MBNQA) 22.2
State Level Awards in USA 22.4
European Quality Award (EQA) 22.4
Rajiv Gandhi National Quality Awards in India 22.4
Summary 22.6
Review Questions 22.6
References 22.7
Index

22.1

I.1