Overview

Full Product Details

Author:   Roger Swanson
Publisher:   Taylor & Francis Inc
Imprint:   CRC Press Inc
Dimensions:   Width: 17.80cm , Height: 1.70cm , Length: 25.40cm
Weight:   0.510kg
ISBN:  

9781884015595

ISBN 10:   188401559
Pages:   284
Publication Date:   01 May 1995
Audience:   Professional and scholarly ,  General/trade ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   In Print  
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

Table of Contents

Chapter One: Introduction Quality and Its Prerequisites About This Book What This Book Is Not Caution on Toolbox TQMChapter Two: Work as a Process Work: A Series of Activities Functional versus Process Orientation Barriers to Change: Structural Factors Process Classifications Process Identification and Selection Process Identification for Work UnitsChapter Three: Measures of Effectiveness The Effectiveness Equation Measuring Customer Satisfaction and Loyalty Family of Measures Data Types Data Validity, Reliability, and BiasChapter Four: Quality Improvement Model The Eight-Step Model Step 1: Select Improvement Opportunity Step 2: Analyze Current Situation Step 3: Identify Root Causes Step 4: Select and Plan Solution Step 5: Implement Pilot Solution Step 6: Monitor Results and Evaluate Solution Step 7 Standardize Step 8: Recycle Quality Improvement Tools and Techniques MatrixChapter Five: Idea Generation Brainstorming Brainwriting Crawford Slip MethodChapter Six: Consensus Affinity Diagram Balance Sheet Criteria Rating Form Is/Is Not Stratification List Reduction Paired Comparisons Weighted VotingChapter Seven: Process Definition Flowcharts Process Analysis Worksheet Tree DiagramChapter Eight: Collecting Data Check Sheets Focus Groups Sampling SurveysChapter Nine: Analyzing Cause and Effect Cause-and-Effect Diagram Five Whys Interrelationship DigraphChapter Ten: Analyzing and Displaying Data Charts (Bar, Pie, Run, and Spider) Force Field Analysis Histogram Matrix Diagram Pareto Chart Prioritization Matrix Scatter Diagram Statistical Process Control: Control Charts Statistical Process Control: Process CapabilityChapter Eleven: Planning Tools Activity Network Diagrams Gantt Chart Process Decision Program

Reviews

Author Information

Roger Swanson

Tab Content 6

Author Website:  

Countries Available

All regions