Principles of Total Quality, Third Edition

PRINCIPLES OF

otal uality

THIRD EDITION

Vincent K. Omachonu, Ph.D. Joel E. Ross, Ph.D.

CRC PR ESS

Boca Raton London New York Washington, D.C.

This edition published in the Taylor & Francis e-Library, 2005.

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Library of Congress Cataloging-in-Publication Data

Omachonu, Vincent K. Principles of total quality / Vincent K. Omachonu, Joel E. Ross.--3rd ed. p. cm. Rev. ed. of: Principles of total quality / J.A. Swift, Joel E. Ross, Vincent K. Omachonu. Includes bibliographical references and index. ISBN 0-57444-326-7 (alk. paper) 1.Total quality management. 2. Quality control. 3. Quality control--standards. I. Ross, Joel E. II. Swift, J.A. Principles of total quality. III. Title.

HD62.15.O43 2004 658.4.013--dc22

2004041857

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No claim to original U.S. Government works International Standard Book Number 0-57444-326-7

Library of Congress Card Number 2004041857

ISBN 0-203-99813-8 Master e-book ISBN

TABLE OF CONTENTS

SECTION I MANAGEMENT OF TOTAL QUALITY

1 Total Quality Management and the Revival of Quality

in the U.S. .....................................................................................3 The Concept of TQM 5 Antecedents of Modern Quality Management 6 The Quality Pioneers 7 Accelerating Use of TQM 12 Quality and Business Performance 13 Service Quality vs. Product Quality 15 Exercises 17 Illustrative Case 18

Questions 18 Endnotes 18 References 21

2 Leadership ..................................................................................23

Attitude and Involvement of Top Management 26 Communication 27

How Employees Receive Information 27 Culture 30

Embedding a Culture of Quality 32 Management Systems 33 Control 35 Exercises 37 Illustrative Cases 37

Questions 38 Endnotes 38 References 40

iii

iv Principles of Total Quality, Third Edition

3 Information and Analysis ........................................................41

Organizational Implications 41 Information Technology 42 Decision Making 43 Information Systems in Japan 43

Strategic Information Systems 44 Environmental Analysis 45

Shortcomings of Accounting Systems 45 Organizational Linkages 47

White-Collar Measures 49 Advanced Processes/Systems 49 Information and the Customer 51

Information Needs 51 The Information Systems Specialists 52

The Chief Information Officer 52 Systems Design 53 Exercises 54 Illustrative Case 54

Questions 55 Endnotes 55 References 57

4 Strategic Quality Planning ........................................................59

Strategy and the Strategic Planning Process 60 Strategic Quality Management 62

Mission 63 Environment 65 Product/Market Scope 65 Differentiation 67 Definition of Quality 68 Which Approach(es)? 69 Market Segmentation (Niche) Quality 70 Objectives 70 Supporting Policies 72 Testing for Consistency of Policies 73 Control 73 Service Quality 74 Summary 75 Exercises 75 Illustrative Cases 76 Questions 76 Endnotes 77 References 79

5 Human Resource Development and Quality Management ...81

Involvement: A Central Idea of Human Resource Utilization 83 Organizing for Involvement 84

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