Total Quality Management

includes index and biblioraphy

Principles and Practices Objectives Definition Basic Approach Gurus of Total Quality Management Shewhart Ronald Fisher Deming Juran Feigenbaum Ishikawa Crosby Taguchi TQM Framework Awareness Defining Quality Historical Review Obstacles Lack of Management Commitment Inability to Change Organizational Culture Improper Planning Lack of Continuous Training and Education Incompatible Organizational Structure and Isolated Individuals and Departments Ineffective Measurement Techniques and Lack of Access to Data and Results Paying Inadequate Attention to Internal and External Customers Inadequate Use of Empowerment and Teamwork Failure to Continually Improve Benefits of TQM TQM Exemplary Organization Leadership Definitions Characteristics of Quality Leaders Leadership Concepts The 7 Habits of Highly Effective People Habit 1: Be Proactive Habit 2: Begin with the End in Mind Habit 3: Put First Things First Habit 4: Think Win-Win Habit 5: Seek First to Understand, Then to Be Understood Habit 6: Synergy Habit 7: Sharpen the Saw (Renewal) thics Definition The Root Causes of Unethical Behavior Ethics Management Program Final Comment [he Deming Philosophy Create and Publish the Aims and Purposes of the Organization Learn the New Philosophy Understand the Purpose of Inspection Stop Awarding Business Based on Price Alone Improve Constantly and Forever the System Institute Training Teach and Institute Leadership Drive Out Fear, Create Trust, and Create a Climate for Innovation Optimize the Efforts of Teams, Groups, and Staff Areas Eliminate Exhortations for the Work Force Eliminate Numerical Quotas for the Work Force Eliminate Management by Objective . Remove Barriers That Rob People of Pride of Workmanship . Encourage Education and Self-Improvement for Everyone . Take Action to Accomplish the Transformation le of TQM Leaders Dlementation ality Council Public Responsibility and Citizenship Focus on Results and Creating Value Systems Perspective Quality Statements Vision Statement Mission Statement Quality Policy Statement Strategic Planning Goals and Objectives Seven Steps to Strategic Planning Annual Quality Improvement Program Communications Interactive Formal Decision Making Leadership Survey TQM Exemplary Organization Customer Satisfaction Introduction Who is the Customer? Customer Perception of Quality Performance Features Service Warranty Price Reputation Feedback Comment Card Customer Questionnaire Focus Groups Toll-Free Telephone Numbers Customer Visits Report Card The Internet and Computers Employee Feedback Mass Customization The American Customer Satisfaction Index Customer Satisfaction Surveys in India Using Customer Complaints Service Quality Organization CONTENTS Front-Line People Leadership by Example Additional Comments Translating Needs into Requirements Customer Retention Additional Comments TQM Exemplary Organization Employee Involvement______ Planning Control Improvement