Cover image for Quality management systems : a practical guide
Quality management systems : a practical guide
Gitlow, Howard S.
Personal Author:
Publication Information:
Boca Raton, Fla. : St. Lucie Press, [2001]

Physical Description:
282 pages : illustrations ; 24 cm
Format :


Call Number
Material Type
Home Location
Item Holds
HD62.15 .G538 2001 Adult Non-Fiction Central Closed Stacks

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Do you remember the first time you drove a car? To prepare for this you probably read the drivers manual, watched movies, practiced in your driveway, and endlessly discussed the impending event with your friends. The result - you knew a lot about the theory of driving, you just didn't know how to translate that theory into practice. Quality Management poses a similar problem to many organizations.
The time has come to put Quality Management theory to use. Since the early 1980s, you may have read books and journals, attended seminars and training sessions, or watched films and videos about Quality Management. Once again you must make the jump from theory to application. Quality Management Systems: A Practical Guide for Improvement makes it possible.
This book presents a model of Quality Management that combines the theoretical base of Dr. W. Edwards Deming and the practical techniques of the Japanese into a useful application. The fork shaped model includes:
oThe Handle - Management's Commitment to Transformation
oThe Neck - Management's Education
oProng One - Daily Management
oProng Two - Cross-Functional Management
oProng Three - Policy Management
Quality Management Systems: A Practical Guide for Improvement supplies an integrated approach that explains the theory and how to put it into practice using a step-by-step method.

Table of Contents

1 A Quality Management Systemp. 1
Purpose of This Chapterp. 1
Dr. Deming's Theory of Managementp. 1
Paradigmsp. 13
Japanese Total Quality Controlp. 18
A Model for Quality Managementp. 19
Summaryp. 28
2 The Handle: Management's Commitment to Transformationp. 29
Purpose of This Chapterp. 29
Starting Quality Managementp. 29
Responding to a Crisisp. 31
Creating a Crisisp. 33
Creating a Visionp. 39
Initiating Action for the Transformationp. 41
Retaining Outside Counselp. 41
Window of Opportunity Opensp. 42
Collecting Data to Develop a Transformation Planp. 42
Planning the Transformationp. 45
Forming the Executive Committeep. 45
Training the Executive Committee and Beyondp. 45
Window of Opportunity Begins to Closep. 46
Decision Pointp. 48
Questions for Self-Examinationp. 48
Summaryp. 49
3 The Neck: Management's Educationp. 51
Purpose of This Chapterp. 51
Management's Fears Concerning Education and Self-Improvementp. 51
Education and Self-Improvement Groupsp. 52
Studying the System of Profound Knowledgep. 52
Answering Prescribed Questions on Quality Managementp. 63
Designating Study Teams for Each of the 14 Pointsp. 69
Identifying and Resolving Personal Barriers to Transformationp. 70
The Quality Management Leaderp. 75
Decision Pointp. 76
Summaryp. 77
4 Prong One: Daily Managementp. 79
Purpose of This Chapterp. 79
Selecting Initial Project Teamsp. 79
Doing Daily Managementp. 80
Summaryp. 129
5 Prong Two: Cross-Functional Managementp. 131
Purpose of This Chapterp. 131
Backgroundp. 131
Selecting Initial Cross-Functional Teamsp. 132
Doing Cross-Functional Managementp. 133
Structures for Cross-Functional Managementp. 134
Coordinating Cross-Functional Teamsp. 141
Some Common Problems in Implementing Cross-Functional Managementp. 141
A Generic Example of Cross-Functional Management: Standardization of a Corporate-Wide Method for Cutting Costp. 142
Application of the Cost-Cutting Process in Human Resourcesp. 144
A Manufacturing Application: Toyota Forkliftp. 145
A Service Application: Field of Flowersp. 153
Summaryp. 160
6 Prong 3: Policy Managementp. 163
Purpose of This Chapterp. 163
Backgroundp. 163
Initial Presidential Reviewp. 165
Policy Settingp. 171
Policy Deploymentp. 183
Policy Implementationp. 185
Policy Feedback and Reviewp. 187
Presidential Reviewp. 189
Flowchart of Policy Managementp. 190
Relationship between Policy Management and Daily Managementp. 191
Personal Example of Policy Managementp. 191
Business Example of Policy Managementp. 215
Summaryp. 242
Appendix 6A The Voice of the Customerp. 245
Appendix 6B The Voice of the Businessp. 253
Appendix 6C Table of Tablesp. 255
Appendix 6D The Evolution of Quality at Florida Power and Lightp. 261
7 Resource Requirements of the Fork Modelp. 267
Introductionp. 267
The Templatep. 267
Discussion of the Templatep. 268
Summaryp. 275
Indexp. 277