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Tables of Contents for Prentice Hall Quality Yearbook 1997/1998
Chapter/Section Title
Page #
Page Count
Introduction
xviii
How to Use This Book
xv
2
Acknowledgments
xvii
SECTION One BASIC KNOWLEDGE FOR THE QUALITY MANAGER
1-3
1.1 THE CHANGING FIELD OF QUALITY ASSURANCE
1-3
10
Battling Burnout
1-3
2
Casual Friday--And Other Moves Toward Cultural Change
1-5
1
Back to HRD and TQM Basics: Leaning the Lessons of Managing for Quality and Human Resource Development
1-6
4
Connecting with Customers and Other Sage Advice
1-10
3
1.2 QUALITY IN THE NEWS
1-13
4
Aging Cough Drops Lead to Sticky Legal Mess
1-13
1
ISO Certification Roundup
1-13
1
Quality Standards for FEA
1-14
1
Intelligence Briefing: Standards Update, ISO 9000 and ISO 14000, Update Your Registrar List
1-15
1
TE-9000 Released, ISO 14000 Approved
1-16
1
1.3 LEGAL ISSUES
1-17
ISO 9000 Quality System and Product Liability
1-17
1
Quality and Product Liability
1-18
5
EPA Leniency
1-23
SECTION Two QUALITY BY INDUSTRY
2-3
2.1 MANUFACTURING
2-3
7
Automation Doesn't Automatically Solve Problems
2-3
5
Using CSIs to Guarantee Internal Quality
2-8
2
2.2 AUTOMOTIVE
2-10
3
No One Slept Through This
2-10
11
TPM Made Simple
2-11
1
At What Price PPM?
2-12
1
2.3 CHEMICAL
2-13
1
Quality Means Business
2-13
1
2.4 PROCESS
2-14
2
Use of Process Information System Provides Economic Benefit for Mills
2-14
2
2.5 CONSTRUCTION
2-16
15
TQM in Construction Industry--Hong Kong Context
2-16
4
Creating Excellence in Construction Companies: The Experience of British Contractors of Quality Initiatives
2-20
4
International Standards: The U.S. Construction Industry's Competitiveness
2-24
7
2.6 SOFTWARE
2-31
4
No Consensus on Software Guidance
2-31
1
Using Users to Optimize Software
2-32
1
Getting Back Quality Software
2-33
1
Intelligence Briefing: Software Quality and ISO 9000-3
2-34
1
2.7 SERVICE
2-35
16
Benefits of Quality System Standards in the Service Industries
2-35
4
Are You Improving the Right Quality?
2-39
3
Get Your Firm's Quality Control in Shape
2-42
3
How to Construct a Service Quality Index in Performance-Based Ratemaking
2-45
6
2.8 GOVERNMENT
2-51
6
Making the Big U-Turn
2-51
4
Gore Honors ISO 9000-Based Initiative
2-55
1
Government Agencies Look to Spread ISO 9000-Based Purchasing Requirements
2-56
1
2.9 HEALTH CARE
2-57
1
Rx for Medical Center: ISO 9000-Audit Two Times Per Year
2-57
1
Intelligence Briefing: Medical Devices
2-57
1
2.10 HOSPITALITY
2-58
2
How Do You Spell Food Safety? HACCP
2-58
2
2.11 RETAIL TRADE
2-60
1
New Metrics Mean New Insights
2-60
1
2.12 BANKING AND FINANCE
2-61
5
Poor Benchmarking Impacts Customer Service in UK Financial Organizations
2-61
1
IT to Support Service Quality Excellence in the Australian Banking Industry
2-62
4
2.13 PRINTING
2-66
3
Pure Gold
2-66
3
2.14 UTILITIES
2-69
1
US West Problems May End Alternatives Regulation
2-69
1
2.15 INTERNATIONAL
2-69
Global Issues Demand Taking Teams Global
2-69
2
ISO 9000 Expected to Gain Popularity in Argentina
2-71
1
A Canadian View of the Future ISO 9000
2-72
1
Brazilian Companies Look to ISO 9000 for Export Market
2-72
1
How Japanese Companies View QS-9000
2-73
1
TQM in the Retail Departmental Grocery and Clothing Chain Stores in South Africa
2-74
SECTION Three QUALITY TECHNOLOGIES AND METHODS
3-3
3.1 BUSINESS PROCESS REENGINEERING
3-3
4
Raise Quality, Cut Costs, Component Makers Told
3-3
1
Applying Business Process Reengineering Concepts
3-3
4
3.2 TOTAL QUALITY MANAGEMENT
3-7
26
Is TQM on the Way Out?
3-7
1
An ISO 9000-TQM Model for Business Excellence
3-8
8
An Integrated Model in Quality Management, Positioning TQM, BPR, and ISO 9000
3-16
5
Evaluation of TQM and How to Make It Work
3-21
7
Quality Awards--Recognition or Model?
3-28
3
QC Program Elicits Immediate Reaction
3-31
2
3.3 BENCHMARKING
3-33
12
Benchmarking, Best Practices, Can Boost WC
3-33
2
What Benchmarking Books Don't Tell You
3-35
4
10 Steps to Best-Practices Benchmarking
3-39
6
3.4 INSPECTION
3-45
2
Inspecting for Quality
3-45
2
3.5 GAGING
3-47
15
Gages: The Hand Tools of Quality
3-47
2
Get Inside Your Indicator Needs
3-49
2
Wanted: Appearance-Measurement Tools and Standards
3-51
1
Staying Competitive with In-Process Gaging
3-52
3
Track Product Quality with Thermal Images
3-55
2
Tips for Better Data Acquisition
3-57
3
Seeing Quality with Video Objectivity
3-60
2
3.6 COORDINATE MEASURING MACHINES (CMM)
3-62
3
How to Buy a Coordinate Measuring Machine
3-62
2
Selecting the Right Measurement Software
3-64
1
3.7 CONTINUOUS IMPROVEMENT
3-65
14
Special Announcement: Machine Performance Standard Provides Opportunity to Improve Quality and Productivity
3-65
2
Plan of Attack
3-67
2
The Secrets of Improvement-Driven Organizations
3-69
7
The Quest for Quality: Best Practices Made Perfect
3-76
1
Learn from the Little Guys
3-77
2
3.8 QUALITY TRANSFORMATION
3-79
14
Measuring Climate to Create a Roadmap, Not a Report Card
3-79
4
ABM Can Improve Quality and Control Costs
3-83
3
TCI Aluminum First Sells Quality, Then Metals
3-86
3
Data Doesn't Lie
3-89
1
QA: People Always Make the Difference
3-90
1
QC on the Advance
3-90
2
In-Line QC: Moving toward the Labless Plant
3-92
1
3.9 PROBLEM SOLVING
3-93
7
Creative Problem-Solving in a Team Environment
3-93
2
Yes: It Makes a Difference!
3-95
5
3.10 TEAMWORK
3-100
14
HRIS Quality Depends on Teamwork
3-100
3
Using QUIPS to Improve Quality
3-103
1
How to Prevent Teams from Failing
3-104
5
Avoiding the Pitfalls of Performance Measurement
3-109
3
Thinking about the Return of Quality Past
3-112
2
3.11 AUDITING
3-114
2
Internal Quality Audits--Obstacles or Opportunities?
3-114
2
3.12 CUSTOMER RELATIONS
3-116
4
Delighting Customers in the 1990s
3-116
4
3.13 DESIGN OF EXPERIMENTS
3-120
9
Understanding and Using Design of Experiments
3-120
4
Small Companies Learn How to Design in Quality
3-124
5
3.14 PROCESS CONTROL
3-129
4
Improving Quality by Better Process Control
3-129
3
Use Data to Improve Processes
3-132
1
3.15 SUPPLIER QUALITY
3-133
14
Five Ways to Improve the Contracting Process
3-133
6
Second-Level Suppliers--Get Them on Your Quality Team
3-139
2
Supplier Management System--Report Cards and "Quality Grades"
3-141
3
The Supplier's Role in a World-Class Factory
3-144
3
3.16 STATISTICAL PROCESS CONTROL
3-147
8
Learning to Learn--From Facts to Knowledge
3-147
4
Training Needs Associated with Statistical Process Control
3-151
4
3.17 SAFETY
3-155
3
Will Safety Be Ready for Workplace 2000?
3-155
3
3.18 RELIABILITY
3-158
Designing in Cost-Effective Reliability
3-158
SECTION Four STANDARDS AND AWARDS
4-3
4.1 ISO 9000
4-3
23
ISO 9000 Comes of Age
4-3
2
Survey Finds Companies Seek ISO Certification Because Customers Require It
4-5
1
The Costs and Benefits of ISO 9000
4-5
7
E.QUALITY@BT
4-12
4
An Insider's Look at ISO's TC 176
4-16
2
Orthopedic Manufacturer Cuts Quality Costs by 19%
4-18
1
Intelligence Briefing: Small Business and ISO 9000
4-18
1
Gas Pump Manufacturer Nets $70 Million in Exclusive Southeast Asia Contract
4-19
1
Honda Anna: ISO 9002 for Improvement--Not Requirement
4-19
2
The Marriage of Quality Standards and Records Management
4-21
5
4.2 QS-9000
4-26
6
Continuous Improvement Through the QS-9000 Roadmap
4-26
6
4.3 ISO 14000
4-32
1
Intelligence Briefing: Michigan Cuts a Path for ISO 14000
4-32
1
4.4 MALCOLM BALDRIGE NATIONAL QUALITY AWARD
4-33
The Malcolm Baldrige National Quality Award: A Public-Private Partnership
4-33
3
Baldrige Winner Views ISO 9000 as Safeguard to Complacency
4-36
1
NIST Lab Privatization Off the Chopping Block, Baldrige On
4-37
1
The Continuing Quest for Excellence
4-38
3
The Journey Might Wander a Bit
4-41
11
The Baldrige: It's About More Than Quality
4-52
2
Looking for a Break in the Quality Drive? Don't
4-54
SECTION Five THE STATE OF THE QUALITY PROFESSION
5-3
5.1 SALARY SURVEY--1996
1996 Salary Survey: The 5,103 ASQC Members Surveyed Earn an Average of $50,480
5-3
APPENDICES
A-3
A: Quality-Related Conferences in 1997 and 1998
A-3
B: Quality-Related Organizations
B-1
C: Internet Resources
C-1
D: Certifications for Quality Professionals
D-1
E: Member Bodies of the ISO
E-1
F: ISO 9000 Registrars Worldwide
F-1
G: Sources of the Articles Appearing in the Yearbook
G-1
H: Quality-Related Software Producers
H-1