Six Sigma

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Contents

ix

QUAI.TY AND COMPETITIVE ADVANTAGE 25 (Ju,ility and Business Results 27 TIIRLE LEVELS OF QUALITY 29 QUALITY AND PERSONAL VALUES 29 SUMMARY OF KEY POINTS AND TERMINOLOGY 31 QUALITY IN PRACTCE: FROM LEADERSHIP THROUGH QUALITY TO LEAN Six SIGMA AT XEROX 31

CHAPTER 3 PHILOSOPHIES AND FRAMEWORKS
THE CEDAR FOUNDATION 90

89

QUALIY PROFILES: TEXAS NAMEPLATE COMPANY, INC., AND

THE DEMING PHILOSOPHY 91
Deming's 14 Points 99

Foundations of the Deming Philosophy 92

QUALITY IN PRACTICE: BRINGING TOTA QUALITY PRINCIPLES TO LIFE AT KARLEE 36

REVIEW QUESTIONS 38 DISCUSSION QUESTIONS 39 PROJECTS, ETC. 40 CASES SKILLED CARE PHARMACY 42 DESIGNING A QUALITY-BASED BUSINESS 43

THE JURAN PHILOSOPHY 104 THE CROSBY PHILOSOPHY 106 COMPARISONS OF QUALITY PHILOSOPHIES 108 OTHER QUALITY PHILOSOPHERS 109

A. V. Feigenbaum 109
Kaoru Ishikawa 110
Genichi Tagiichi 110

DEERE & CO. 43

NOTES 45
CHAPTER 2 TOTAL QUALITY IN ORGANIZATIONS 47
QUALIY PROFILES: JENKS PUBLIC SCHOOLS AND THE CITY

QUALITY MANAGEMENT AWARDS AND FRAMEWORKS 111 THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD 111

History and Purpose 112

The Criteria for Performance Excellence 114

OF CORAL SPRINGS 48

Criteria Evolution 119
Using the Baldrige Criteria 119

QUALITY AND SYSTEMS THINKING 50

QUALITY IN MANUFACTURING 50 Manufacturing Systems 51
QUALITY IN SERVICES 56

Impacts of the Baldrige Program 121

Baldrige and Deming 121
The Deming Prize 122

INTERNATIONAL QUALITY AWARD PROGRAMS 122

Contrasts with Manufacturing 57
Components of Service System Quality 58

European Quality Award 123

QUALITY IN HEALTH CARE 61 QUALITY IN EDUCATION 64

Koalaty Kid 66
Quality in Higher Education 6')
QUALITY IN SMALL BUSINESSES AND NOT-FOR-PROFITS 71 QUALITY IN THE PUBLIC SECTOR 73

Canadian Awards for Business Excellence 125 Australian Business Excellence Award 125 Quality Awards in China 127 Baldrige and National Culture 128

Quality in the Federal Government 73
State and Local Quality Efforts 75

iso 9000:2000 128 Structure of the ISO 9000:2000 Standards 129 Factors Leading to ISO 9000:2000 130

Implementation and Registration 132

SUMMARY OF KEY POINTS AND TERMINOLOGY 76
QUALITY IN PRACTCE: SERVICE QUALITY AT THE RIT-CARLTON

Benefits of iSO 9000 132

Six SIGMA 133
¡'volution of Six Sigma 133

HOTE COMPANY, L.L.c. 76
QUALITY IN PRACTCE: KENNETH W. MONFORT COLLEGE OF BUSINESS 78

Six Sigma as a Quality Framework 135

REVIEW QUESTIONS 80 DISCUSSION QUESTIONS 81
PROJECTS, ETC. 82

IJAI.DIUGE, iSO 9000, AND SIX SIGMA 135 SUMMARY OF KEY POINTS AND TERMINOLOGY 138

QUALITY IN PRACTCE: BUILDING BUSINESS EXCELENCE IN HUNGARY 138

CASS THE NIGHTMARE ON TELECOM STREET 83 U.S. WATER RESOURCE AGENCy-FLAGSTAFF DISTRICT 84 TOYOTA MOTOR CORPORATION, LTD. 85 N()I',:s 86

QUALITY IN PRACTCE: INTEGRATING QUALITY fRAMEWORKS AT VERIDIAN HOMES

140

Rl\vli¡W QUESTIONS 142
DISCUSSION QUESTIONS 143

fJlto.lliC'lS, ETC. 145

,
CASES TECSMART ELECTRONICS 146

Contents

Contents

xi

THE IMPORTANCE OF CUSTOMER SATISFACTION AND LOYALTY 212

CAN SIX SIGMA WORK IN HEALTH CARE? 147
NOVEL CONNECT: UNDERSTANDING THE ORGANIZATIONAL

The American Customer Satisfaction Index 213
Leading Practices 216

CREATING SATISFIED CUSTOMERS 215

ENVIRONMENT 148
SHARE FOOD CASE STUDY: UNDERSTANDING THE ORGANIZATIONAL

IDENTIFYING CUSTOMERS 218
Customer Segmentation 220

ENVIRONMENT 149

NOTES 149

UNDERSTANDING CUSTOMER NEEDS 221 GATHERING AND ANALYZING CUSTOMER INFORMATION 224

LINKING CUSTOMER INFORMATION TO DESIGN, PRODUCTION,

. THE MANAGEMENT SYSTEMI51J
CHAPTER 4 LEADERSHIP AND STRATEGIC PLANNING 153
LEADERSHIP FOR QUALITY 154
QUALITY PROFILES: MEDRAD AND SAINT LUKE'S HOSPITAL OF KANSAS CITY 155

AND SERVICE DELIVERY 226 CUSTOMER RELATIONSHIP MANAGEMENT 227

Accessibilty and Commitments 228 Selecting and Developing Customer-Contact Employees 229 Customer-Contact...
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