Six Sigma

\ III Contents
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