Content Preface xv Acknowledgments xix

1. Introduction

Crisis 1 Purpose 2 Definition of Quality 2 What Is TQM? 2 External and Internal Customer Satisfaction 5 Integrated Training and Implementation Approach 5 The Tracks 6

2. Foundation Track

Purpose 11 Objective 11 Definitions 12 Assessment 12 Strategic Business Planning 15 Tactical Plan 1? How TQM Supports Vision. Mission, and Values Statements 18 TQM Components 18 Internal Customer Satisfaction Agreements 19 Internal/External Customers 27 Pitfalls to a Successful TQM Implementation 30

3. implementation i racic Purpose 37 Objective 37 Introduction 38 Where and How to Start 38 Commitment 38 Organizational Structure 39

Executive Board Tasks 40 Resource Committee 42 Implementing with Teams 44 Team Members 46 Team Leader 47 Mentors 49 Team Charter (Administration) 50 Facilita tor/Adviser 56

Departmental Mission Statements and Internal Customer Satisfac-tion Agreements 59

The Need for Measurement 61 Productivity/Quality-Improvement (PQI) Process 81

Productivity/Quality-Improvement Process—Production 82 Pitfalls to Total Quality Management 101 Productivity/Quality-Improvement Process—Suppliers 105

4. Cultural Track 129

Purpose 129 Objective 129 Introduction 129 Why Change? 130 Creating Commitment 131

Barriers to Achieving Commitments 132 Where Does Commitment Start? 134 Measuring Commitment to TQM 135 Required Management Commitments to the TQM Process 135 Managing Commitments ' 1 3 8 Impact of Commitments 138 Commitment and Leadership 139 Tangible Indicators of Commitment 141 Improving the Chances for Achieving Commitment 141 Commitments and Cultural Change 141

Creating Cultural Change 142 The Process of Cultural Change -> 143 Defining the Present Culture 143 Defining the Desired Culture 144 Closing the Culture Gap 147 Resistance to Cultural Change and Desired Behaviors 149 Techniques to Foster the Cultural Change 151 Value: Mutual Trust. Respect, and Integrity 151

Crucial Management Responsibilities to Effect Cultural Change 155

Sustaining Cultural Change 158 Empowering the Workforce 159

Why Empower? 160 Empowerment versus Other Techniques 161 Problems Associated with Empowerment 162 How to Empower 162 Act of Empowerment 163 Act of Process Management 163 Requirements for Empowerment 166 Corrective/Preventive Action Matrix 167 The Results of Empowerment 171 Common Responses to Changes Caused by Empowerment 172 Phases of Change Generated by Empowerment 173

Some Final Thoughts 176

5. Recognition and Rewards 17'

Purpose 177 Objective 177 Definitions 177 Introduction 178 Principles of Rewards 178 Our Persona! Changing Needs 178 Reinforcing Company Values and Driving Performance 179 Recognition and Reward System 180

Guidelines 180 Implementation 181

Suggestion System 183 Overview 183

Getting Results from Your Recognition and Reward System 188 Types of Recognition 188 Types of Rewards 189

Why Rewards Sometimes Don't Work 190 A Word on Punishment 190

6. Leadership/Team Building 19:

Purpose 193 Objective 193 Introduction i94 Interrelationship with Other Tracks 194 Leadership and Teamwork 195 The Leadership Challenge 196

Definition of Leadership 196 The Process of Leadership 198

X Contents

Five Common Practices of Successful Leaders 199 Seven Common Habits of Successful Leaders 202

Your Professional Profile 204 What Is the Personal Profile System? 205 What Will the Personal Profile System Do for You? 205 Identifying Your Work Behavioral Style 205 Create the Environment Most Conducive to Your Success 205 Increase Your Appreciation of Different Work Styles 205 Create a Work Environment Which Maximizes Your Productivity and Harmony 211

Strength Management 211 Summary 213

Team Building 214 The Stages of Team Development 215 What Makes Strong Teams? 218 Functional Roles of Team Members 219 Building Trust in the Team 221 Pitfalls in Teams 223 Teamwork Communication Checklist 223 Managing Conflict. 224

Summary 230

7. Management Skills Track 231

Purpose 231 Objectives 232 Introduction 232 Observing and Interpreting Behavior for Hiring and Coaching Personnel 233 Evaluating Resumes 234 Types of Interviews for New Hires 234 Criteria for Performance-Oriented Individuals 237

Coaching for Results and Behaviors 239 Just What Is Coaching? 239 The Four Functions of Coaching 241 Criteria for Successful Coaching 243 The Two Processes of Coaching 243 '

Managing Multiple Priorities 244 . Four Levels of Time Management >' 246 Priority Planning 247 Time Management Overview 248 Time Wasters 248 , Time Analysis Questions 254

Results-Oriented TQM Meetings 255 Meeting Skills 257 The TQM Organization 261

Performance Appraisals in a TQM Organization 265 Why Are Performance Appraisals Important? 266 What Are the Steps of the Performance Appraisal System? 269

Contents xi

Components of an Effective Performance Appraisal System 270 Guidelines for Building Trust and Setting the Tone for Success 288

Audit of the Performance Appraisal 290

8. Core Techniques 291 Purpose 291 Objectives 291 Introduction 291 Effective Problem-Solving Techniques 295

Events Logs 297 Cause-and-Effect Diagram 305 Creative Problem Solving and Conceptual Blockbusting 308 Diagnostic Process Audits 313 Preventive and Contingent Planning 317 The Relations-Diagram Method 321 Logical Decision Making Relative to Causes 325

Statistical Process Control 336 Variability 336 Histograms 338 Process Flow Diagram 341 Control Chart Basics 346 Baste Statistical Concepts 348 Data Collection and Plotting 361 Process Evaluation 363 Process Analysis 378 Process Analysis for Nonproduction Areas 380 Defect (c and u) Control Charts 385 InterpretaUon of Control Charts 403

Inspection Capability Studies 411 Variable Data 417 Attribute Data 422

Process Capability Studies 440 Design of the Study 442 Conducting the Study 445 Analyzing and Evaluating the Results 447 Summary 458

9. Advanced Techniques 459

Purpose 459 Objectives 459 Introduction and Overview 460

World-Class guality-Pianning Policy 461 Selection of Characteristics 468

Type and Amount of Inspection 474 Inspection Strategies 474 Inspection/Test Instructions 477 LocaUon of Inspection/Test Stations 485

xii Contents

Production Verification Testing 493 Functional Tests 494 Performance Tests 495 Bum-in/Run-in Tests 495 Product Audits 498

Customer Data Collection 499 Customer Complaints 499 Analyzing Customer Data 500

Error Accountability 502 Unintentional Errors 503 Methods or Procedural Errors 503 Intentional Errors 504

Quality Targets 507 Target Principles 508 Sequences of Inspection-Test Stations 511 Target Computations 515 Determining Effectiveness 520 Sampling/Control Charts/Audits 522 Target Economics 524 Effects of Rework and Reinspection 524 Target Implementation Methods 527

Design of Experiments (DOE) 529 Analysis 536 One-Way ANOVA 544 Two Variables; Two-Way ANOVA 552 DOE Concepts and Tools 562 Using the Tools for Experimental Designs 582 Systems Analysis 592

Introduction to ISO 597 International Organization for Standardization 597 ISO 9000-9004 Series of Quality Management and Quality Assurance Standards 598

Significance of ISO 9000 Universal Quality Standards 602 ISO 9000 Planning. Implementation, and Training 604 Quality Management System, Policy, and Manual 608 ISO 9000 System Implementation 612 ISO 9000 Procedures and'Work Instructions 621 Forms. Records, and Documentation 623 Instituting System Improvement 623 Tips on Implementation 626

10. Customer Focus 629

Purpose 629 Objectives 629 Defining the Marketing Function 629 Defining Quality 629 TQM and Continuous Improvement 631 Traditional Role of Marketing 632

Contents XI11

Role of Marketing in Total Quality Management 633 Marketing with TQM Characteristics 635 Différences Between Sales and Marketing 636

TQM Marketing Strategy for Competitive Advantage 637 Introduction 637 Outline for a TQM Marketing Strategy 637

Industry Analysis 638 Five Competitive Forces That Determine Industry Profitability 639

Significance of Five Competitive Factors 642 Competitive Intelligence and Benchmarking 642

Market Information and Competitive Intelligence 642 Dimensions of Competitive Position • 644 Strategic Market Analysis 645 Benchmarking Process 645 Goal Setting and Action Planning 655

Managing Customer Satisfaction 657 Listening to the Customer 658 Determining Requirements and Expectations 660 Analyzing and Measuring 660 Serving Customers. Internal and External 661 Determining Customer Requirements with Quality Function Deployment 662

Customer Expectations 664 Presales Support 668 Postsales Support 669 Closing the Loop 669

Measuring Customer Satisfaction 672 Organizational Metrics 672

New Product Development 675 Phase 1. Idea Generation. Cataloging, and Screening 678 Phase 2. Product Development (Ideas and Concepts) 679 Phase 3. Product Definition and Development (Preprojects and Projects) 679

Phase 4. Market and Technical Risk Reduction 680 Phase 5. Prototyping and Pilot Production Run 682 Phase 6. Acceptance Testing and Product Introduction 682 Phase 7. New Commercial Venture 683

11. Train the Trainer 685 Purpose 685 Objectives 685 Introduction 685

Getting Started 686 Primer on Adult Learning 687

Components of a Successful Presentation 688 Defining Your Purpose 688 Preparation 689

Contents

Analyzing/Controlling Your Environment 690 Organizing with A-I-D-A 691 Effectively Handling Questions 693 Managing Difficult Participants 694 Worksheets 696

Appendix A. The Overhead Projector 699

Appendix B. Create Great Transparencies 701

Appendix C. Flipchart Tips 7 0 3

Appendix D. Speaking Styles 7 0 5

Index 707

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