Victor E. Sower is the author of Essentials of Quality with Cases and Experiential Exercises, published by Wiley.

• Preface xiAcknowledgments xvAbout the Author xixSECTION I QUALITY BASICS 1Chapter 1 Introduction to Quality 3Chapter Objectives 3Why Study Quality? 4History of Quality 4The Definition of Quality 4Modern Definitions of Quality 5Product Quality 7Service Quality 8Different Approaches to Defining Quality 9Five Approaches to Defining Quality 10Major Contributors to Our Understanding of Quality 11Summary 19Quality Definitions 20Discussion Questions 20Case Study 1.1: The Battle of the Gurus 21Exercises and Activities 22Supplementary Readings 23References 23Chapter 2 Strategic Quality Management and Operationalizing Quality 25Chapter Objectives 25Strategic Quality Management 26The Strategic Planning Process 28Strategic Deployment 31Evaluation and Control 31Approaches to Monitoring Progress toward Strategic Goals 33Dimensions, Measures, and Metrics 34Methods of Obtaining Input from Customers 39Focus Groups 40Surveys 42Focus Groups and Surveys in Combination 43Summary 43Discussion Questions 43Problems 44Case Study 2.1: Second National Bank 47Exercises and Activities 48Supplementary Readings 49References 49SECTION II QUALITY OF DESIGN 51Chapter 3 Designing Quality into Products and Services 53Chapter Objectives 53The Seven Management Tools 54Quality Function Deployment 57Design for Six Sigma 59Taguchi Robustness Concepts 60Reliability 60Types of Reliability Systems 61Reliability Life Characteristic Concepts (e.g., Bathtub Curve) 67Mean Time Between Failures 69Modeling Product Life with Normal Distribution 71Risk Assessment Tools and Risk Prevention 72Failure Mode and Effects Analysis 73Fault Tree Analysis (FTA) 76Error Proofing 77Summary 78Discussion Questions 78Problems 79Case Study 3.1: Building the Better Mouse 82Exercises and Activities 82Supplementary Readings 83References 83Chapter 4 Innovation and Creativity in Quality 85Chapter Objectives 85Breakthrough (Radical) Improvement versus Incremental Improvement 86Increasing Creativity 88Organizational versus Individual Creativity 91Designing the Innovative Organization 91Elements of a Creative Organization 92Tools and Techniques for Increasing Organizational Creativity 95Increasing Individual Creativity 95Myths about Individual Creativity 95The Importance of Technological Forecasting 96Summary 99Discussion Questions 99Case Study 4.1: Smallburg Community Bank 100Exercises and Activities 100Supplementary Readings 102References 102SECTION III QUALITY SYSTEMS TO ASSURE CONFORMANCE TO DESIGN 105Chapter 5 Quality Systems and Quality Systems Auditing 107Chapter Objectives 107Quality Management Systems 108Elements of a Quality Management System 108ISO 9000 109IS0/TS 16949 and QS-9000 111Malcolm Baldrige National Quality Award (MBNQA) 117Other Approaches 118Six Sigma 119Quality Auditing 120Specific Types of Quality Audits 120Performing a Quality System Audit 122Quality Information Systems 123Data Accuracy and Security 124Quality Documentation Systems 126Making Data Useful—Information Flows 128Summary 129Discussion Questions 129Case Study 5.1: The First Audit 130Exercises and Activities 131Supplementary Readings 132References 132Chapter 6 Product, Process, and Materials Control 135Chapter Objectives 135Work Instructions 136Classification of Quality Characteristics and Defects 138Identification of Materials and Status 140Lot Traceability 141Materials Segregation Practices 142Materials Review Board Criteria and Procedures 143Supplier Management 145Supplier Selection 146Supplier Evaluation 147Summary 148Discussion Questions 148Case Study 6.1: The Case of the Missing Lot 149Exercises and Activities 150Supplementary Readings 150References 150Chapter 7 Experimental Design 153Chapter Objectives 153Basic Concepts and Definitions 155Experimental Design Characteristics 158Types of Design 159Single-Factor Design 159One-Factor-at-a-Time Design 159Full-Factorial Design 161Fractional Factorial Design 163Analysis of Results 164Taguchi Methods of Experimental Design 167Summary 170Discussion Questions 170Problems 171Case Study 7.1: The Case of the Variable Laminates 173Exercises and Activities 174Supplementary Readings 176References 176SECTION IV CONTROL AND IMPROVEMENT OF QUALITY 177Chapter 8 Quality Improvement Tools 179Chapter Objectives 179The Problem-Solving Process 180The Seven Tools of Quality 182Approaches to Continuous Quality Improvement 193PDSA 194DMAIC 194Benchmarking 195Summary 197Discussion Questions 197Problems 198Case Study 8.1: Sour Grape Ice Cream 201Case Study 8.2: The Westover Wire Works 202Exercises and Activities 206Supplementary Readings 209References 209Chapter 9 Metrology, Inspection, and Testing 211Chapter Objectives 211Metrology 212Types of Gauges 213Accuracy and Precision 216Nondestructive Testing and Evaluation 223Summary 223Discussion Questions 224Problems 224Case Study 9.1: Somebody’s Got a Problem 227Exercises and Activities 227Supplementary Readings 228References 228Chapter 10 Statistical Process Control 229Chapter Objectives 229SPC and Variation 230Types of Data 231Variables Control Charts 231Concept of the Control Chart 232Out of Control Signals 233Patterns Leading to Modifying Control Limits 234Constructing Variables Control Charts 236x-Bar and Range Charts 237x-Bar and s-Charts 241Individual/Moving Range Charts 244A Special Form of the x-bar Control Chart for Short Production Runs 246Attributes Control Charts 249Control Charts for Nonconforming Units 250Control Charts for Nonconformities (Defects) 253Process Capability 257Summary 262Discussion Questions 262Problems 263Case Study 10.1: Middle County Hospital 270Case Study 10.2: Precise Molded Products, Inc. 274Exercises and Activities 278Supplementary Readings 279References 279Chapter 11 Acceptance Sampling 281Chapter Objectives 281When Acceptance Sampling is Appropriate 281Fundamentals of Sampling Theory 283Assessing Risk in Sampling Plans 284Methods of Sampling 289Sampling Types 291Sampling Plans 292Sampling Inspection by Attributes 292Sampling Inspection by Variables 301Dodge-Romig Sampling Plans 304Summary 306Discussion Questions 306Problems 307Case Study 11.1: The Turkell Stud Mill 308Exercises and Activities 309Supplementary Readings 310References 310Chapter 12 Quality Costs 311Chapter Objectives 311The Categories of Quality Costs 312The Goal of a COQ System 315COQ Data Collection, Interpretation, and Reporting 318Integrating Quality Costs into the Quality Improvement System 321Summary 324Discussion Questions 324Problems 325Case Study 12.1: HI-HO YO-YO, Inc. 327Case Study 12.2: Acme, Ltd. 330Exercises and Activities 330Supplementary Readings 330References 331SECTION V QUALITY MANAGEMENT 333Chapter 13 Human Factors in Quality 335Chapter Objectives 335Barriers to Quality Improvement Efforts 336Human Resource Management 336Motivation Theories 337Integration of the Classic Motivational Theories 339Process Theories of Motivation 340Employee Involvement and Teams 340The Care and Feeding of Teams 341Organization and Implementation of Quality Teams 341Principles of Team Leadership and Facilitation 342What is a Team? 342Who Makes up a Team? 342Roles and Responsibilities of the Team Leader 343Selecting Team Members 346Roles and Responsibilities of the Team Members 346Roles and Responsibilities of the Facilitator 347Critical Action Items in the Team Life Cycle 347What Is a Team Charter? 347General Information and Guidelines for Teams 351Team Dynamics Management and Conflict Resolution 352Stages of Group Development 354Forming 354Storming 355Norming 356Performing 357Creating a Win-Win Situation 358Consensus 358Professional and Ethical Standards 361Summary 362Discussion Questions 363Case Study 13.1: Tom’s Team 363Case Study 13.2: Self Directed Work Teams at BHI 364Exercises and Activities 368Supplementary Readings 368References 369Appendix A Table of Four-Digit Random Numbers 371Appendix B Standard Normal Distribution Table 373Bibliography 375Index 385

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