Total Quality Management Books - Page 3

The Kaizen Pocket Handbook

Kenneth W. Dailey

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Customer Reviews:
Total reviews: 5 Average rating: 4.0 of 5

Editorial Review:

The Kaizen Pocket Handbook provides a quick practical reference guide for Kaizen and Kaizen Events. The Kaizen portion of the pocket handbook contains basic information on the history, benefits, definition, and fundamental concepts of Kaizen. It identifies and defines the three types of improvement and explains their different roles in Kaizen. Other topics covered include: operating principles, teams, processes, records, the Deming Improvement Cycle, management/employee responsibilities, and program implementation. The Kaizen Event portion of the pocket handbook flow-charts and details both the eight steps management needs to take to prepare for a Kaizen Event and the eight steps required for a team to carry out a Kaizen Event. The preparation section contains tips on selecting subject areas, setting goals, choosing team members and leaders, and clearing the way for a successful event. The Event section tells how the team should proceed and has pointers on: analyzing problems, generating solutions, organizing corrective actions, measuring and presenting results. Paper Back - .125 x 3 ¾ x 5 5/16 - 41 Pages.

Sales and Marketing the Six Sigma Way

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Total reviews: 19 Average rating: 4.5 of 5

Editorial Review:

Quality management. Process mapping. Speed to production. In the past 50 years, a rigorous, measurement-based methodology called Six Sigma has brought production management to previously unimaginable levels of success and sophistication. Top corporations such as Motorola and GE have built their reputations, products, and revenues using this approach. Indeed, Six Sigma has found widespread application in every significant industry and business—except marketing and sales. 

 

In Sales and Marketing the Six Sigma Way, sales and quality guru Michael Webb shows how to blend marketing and sales efforts with the cutting-edge methods of Six Sigma to boost their bottom lines. With Webb’s book as a guide, readers learn to engineer rapid routes to customer value, accurately predict future revenue, and ensure return on investment for their projects. 

 

In Sales and Marketing the Six Sigma Way, you will:

* Find out why "the usual fixes" for sales problems don't work

* Meet executives who have used Six Sigma to imrpove marketing and sales results

* See the pitfalls that await the unwary when applying process improvement in sales

* Learn how to introduce Six Sigma to sales and marketing professionals

* Discover through examples and cases how to manage sales as a process

 

Webb walks readers through several Six Sigma sales and marketing projects from start to finish, highlighting the tools, decisions, and results that made them successful. He shows the practical methods managers use to translate process improvement principles to the human world of selling and marketing.

 

With his dual background in sales and marketing management and in quality improvement, Webb speaks clearly to readers in both disciplines. This makes Sales and Marketing the Six Sigma Way the indispensible guide for sales and marketing professionals who want to excel in today's business environment, and for quality improvement experts who want to help them.

 

Lean Six Sigma : Combining Six Sigma Quality with Lean Production Speed

Michael L. George

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Customer Reviews:
Total reviews: 29 Average rating: 4.0 of 5

Editorial Review:

This is the breakthrough program for increasing quality, shortening Cycle Times, and creating shareholder value in every area of your organization. Time and quality are the two most important metrics in improving any company's production and profit performance. "Lean Six Sigma" explains how to impact your company's performance in each, by combining the strength of today's two most important initiatives Lean Production and Six Sigma into one integrated program. The first book to provide a step-by-step roadmap for profiting from the best elements of Lean and Six Sigma, this breakthrough volume will show you how to: achieve major cost and lead time reductions this year; compress order-to-delivery cycle times; and, battle process variation and waste throughout your organization. Separately, Lean Production and Six Sigma have changed the face of the manufacturing business. Together, they become an unprecedented tool for improving product and process quality, production efficiency, and across-the-board profitability. "Lean Six Sigma introduces you to today's most dynamic program for streamlining the performance of both your production department and your back office, and providing you with the cost reduction and quality improvements you need to stay one step ahead of your competitors. "Lean Six Sigma" shows how Lean and Six Sigma methods complement and reinforce each other. It also provides a detailed roadmap of implementation so you can start seeing significant returns in less than a year. From the preface businesses fundamentally exist to provide returns to their stakeholders. "Lean Six Sigma" outlines a program for combining the synergies of these two initiatives to provide your organization with greater speed, less process variation, and more bottom-line impact than ever before. A hands-on guidebook for integrating the production efficiencies of the Lean Enterprise with the cost and quality tools of Six Sigma, this breakthrough book features detailed insights on: The Lean Six Sigma Value Proposition - how combining Lean and Six Sigma provides unmatched potential for improving shareholder value; The Lean Six Sigma Implementation Process - how to prepare your organization for a seamless incorporation of Lean Six Sigma tools and techniques; and, leveraging Lean Six Sigma Strategies for extending Lean Six Sigma's reach within and beyond your corporate walls. 'Variation is evil' - Jack Welch. Six Sigma was the zero-variation quality lynchpin around which Jack Welch transformed GE into one of the world's most efficient and valuable corporations. Lean Production helped Toyota cut waste, slash costs, and substantially improve resource utilization and cycle times. Yet, as both would admit, there was still room for improvement. 'Lean Six Sigma' takes you to the next level of improvement, one that for the first time unites product and process excellence with the goal of enhancing shareholder value creation. Providing insights into the application of 'Lean Six Sigma' to both the manufacturing processes and the less-data-rich service and transactional processes, it promises to revolutionize the performance efficiencies in virtually every area of your organization as it positively and dramatically impacts your shareholder value.

Project Management: A Managerial Approach

Jack R. Meredith; Samuel J. Jr. Mantel

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Customer Reviews:
Total reviews: 36 Average rating: 3.0 of 5

Editorial Review:

The book is primarily intended for use as a college textbook for teaching project management at the advanced undergraduate or master's level. The text is appropriate for classes on the management of service, product, engineering projects, as well as information systems (IS). Thus, we have included some coverage of material concerning information systems and how IS projects differ from and are similar to regular business projects. The authors draw upon their personal experiences working with project managers and on the experience of friends and colleagues who have spent much of their working lives serving as project managers in the "real world." Thus, in contrast to the books that are about project management, this book teaches students how to do project management.
Project Management: A Managerial Approach 5E addresses project management from a management perspective rather than a cookbook, special area treatise, or collection of loosely associated articles. It addresses the basic nature of managing all types of projects - public, business, engineering, information systems, and so on - as well as specific techniques and insights required to carry out this unique way of getting things done. It deals with the problems of selecting projects, initiating them, and operating and controlling them. It discusses the demands made on the project manager and the nature of the manager's interaction with the rest of the parent organization. It covers the difficult problems associated with conducting a project using people and organizations that represent different cultures and may be separated by considerable distances. It even covers the issues arising when the decision is made to terminate a project.

Customer Service for Dummies

Karen Leland, Keith Bailey

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Customer Reviews:
Total reviews: 10 Average rating: 5.0 of 5

Editorial Review:

In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive.

Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to

• Take stock of your customer service strengths and weaknesses
• Commit to continuous improvement
• Work your way through modern-day e-mail and Internet etiquette
• Foster positive face-to-face and telephone service
• Deal with the unhappy folks among your customers

Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on

• Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads
• Saying "No" nicely: Focusing on what you can do for the customer
• Tuning into body language and vocal tone
• Knowing the importance of both internal and external customers
• Achieving gold-level service at bronze-level cost
• Improving market share – whether the company's big, small, or in between
• Becoming a better customer by expressing yourself in style

Although customer service basics seem so much like common sense – smile, say please, and say thank you – these gestures alone won't begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer-friendly attitude, you'll be in the right place to meet your customers' expectations – and right on time to make a pleasingly positive impression!

Extreme Toyota: Radical Contradictions That Drive Success at the World's Best Manufacturer

Emi Osono, Norihiko Shimizu, Hirotaka Takeuchi

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Customer Reviews:
Total reviews: 1 Average rating: 4.0 of 5

Good manager level book on TPS. 4 out of 5 stars.
2 of 3 people found this review helpful.

Having read most of the detailed TPS books, this one was a bit to theoretical. Realize it was likely written for the MBA crowd....

I still find it a bit odd that Toyota subject books tend to avoid the fact that no company is perfect. Wouldn't trade the hectic workweek it sounds like the Japanese based staff work for anything. I liked the references to the CEO's push even thought business was good at the time.

Editorial Review:

Extreme Toyota offers the first real, comprehensive inside look at what makes one of the world?s best companies run. With unprecedented access to the inner working of Toyota, the authors spent six years researching the company, interviewing hundreds of executives and employees, and discovering the company's secret of success. What they uncovered will surprise you and change the way you think about business. Simultaneously rigidly traditional and seriously innovative, it is precisely those internal contradictions that make the company so successful and admired.

ISO 9000 Quality Systems Handbook

David Hoyle

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Customer Reviews:
Total reviews: 10 Average rating: 5.0 of 5

ISO 9000 Quality Systems Handbook 4th Edition - David Hoyle 5 out of 5 stars.
25 of 25 people found this review helpful.

With the introduction of the ISO 9001:2000 standard, a number of publications offering ideas, advice and assistance to anyone who have been charged with implementing quality systems, have made their appearance on the bookshelves. The ISO 9000 Quality Systems Handbook 4th Edition, by David Hoyle is one of the best I have read on this subject. In this 4th edition, David analyzes each section, clause and requirement of the ISO 9001:2000 standard in detail.

David Hoyle has over 30 years experience in quality Management and has authored or co-authored more than five books on ISO 9000. He is also the director of Transition Support, a firm that provides training and consulting in business improvement.

The book is easy to understand and is suitable for students, managers, instructors as well as auditors. The novice ISO practitioner as well as the seasoned ISO 9000 enthusiast will find this book a valuable tool when implementing ISO 9000 quality management systems. For those making the transition from the 1994 version of the standard, this book helps to point out the changes from the 1994 to the 2000 standard.

The standard has changed considerably. In the 4th edition, the meaning of each of the requirements of the ISO 9001:2000 standard is explained in detail and some of the sometimes confusing ISO language is clarified. The author explains why each of the requirements is necessary. He shows how each requirement links to the eight quality management principles on which the ISO 9001:2000 standard was based. The book gives practical guidance on implementing each requirement. This is the strong point of the book.

After introducing some basic quality concepts, the book explains the role, the origins and application of the ISO 9000 family. The succeeding chapters, 4 through 8, correspond to each of the five sections of the standard. This makes it easy when looking for help in understanding and implementing a certain requirement of the standard.

The 4th edition has a summary, a questionnaire that provides food for thought for the reader, and a list of references at the end of each chapter. A glossary and a list of related websites are included in the appendix.

The 4th edition of ISO 9000 Quality Systems Handbook will find a permanent place on your desk. Auditors will find this book indispensable.

Editorial Review:

* Comprehensive and practical guide
* Covers over 250 requirements of the standard
* Includes useful checklists, flow charts, related standards, bibliography

This essential and comprehensive guide to implementing the Quality System Standard has again been updated to include more guidance on the application of the standard, particularly to the Service Industries, making it the most complete guide to ISO 9000 available. This is not a wordy and theoretical tome; it is a practical instruction manual for implementing quality system requirements and becoming certified to the now indispensable worldwide quality system standard.

Introduction to Statistical Quality Control

Douglas C. Montgomery

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Customer Reviews:
Total reviews: 9 Average rating: 4.5 of 5

excellently written as is true of all of Montgomery's books 5 out of 5 stars.
45 of 46 people found this review helpful.

Doug Montgomery is an excellent instructor and author. I have taken short courses from him. He teaches statistics in the Engineering School at Arizona State. He is known for his books on engineering statistics and has written some excellent texts on design of experiments, response surface methodology, linear regression and quality control. He is well acquainted with the Deming philosophy for quality , Taguchi designs and the six sigma concept. This book on statistical quality control introduces control chart methods and all the other tools of statistical quality control with the expertise that few have.

The book is very accessible to statisticians engineers and others with good mathematical backgrounds but not necessarily strong trtaining in statistics. A virtue of Montgomery in all the books he has authored or coauthored is the clarity of presentation and the ability to reach a wide audience of non-statisticians.

Editorial Review:

This book explores the modern use of statistical methods in quality control and improvement. It provides comprehensive coverage of the subject from basic principles to state-of-the-art concepts and applications. While statistical techniques are emphasized throughout, the book has a strong engineering and management orientation, showing how modern engineers use quality control today.

Root Cause Analysis: Simplified Tools and Techniques, Second Edition

Bjørn Andersen and Tom Fagerhaug

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Total reviews: 6 Average rating: 4.5 of 5

Editorial Review:

This updated and expanded edition discusses many different tools for root cause analysis and presents them in an easy-to-follow structure: a general description of the tool, its purpose and typical applications, the procedure when using it, an example of its use, a checklist to help you make sure if is applied properly, and different forms and templates (that can also be found on an accompanying CD-ROM). The examples used are general enough to apply to any industry or market. The layout of the book has been designed to help speed your learning. Throughout, the authors have split the pages into two halves: the top half presents key concepts using brief language—almost keywords—and the bottom half uses examples to help explain those concepts. A roadmap in the margin of every page simplifies navigating the book and searching for specific topics. The book is suited for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. Contents: Chapter 1 Practical Problem Solving Chapter 2 Root Cause Analysis Chapter 3 Tools for Problem Understanding Chapter 4 Tools for Problem Cause Brainstorming Chapter 5 Tools for Problem Cause Data Collection Chapter 6 Tools for Problem Cause Data Analysis Chapter 7 Tools for Root Cause Identification Chapter 8 Tools for Root Cause Elimination Chapter 9 Tools for Solution Implementation Chapter 10 How to Select the Right Tool Chapter 11 Example Cases Further Reading and Additional Resources Index

Moral Intelligence: Enhancing Business Performance and Leadership Success (Paperback) (Wharton School Publishing Paperbacks)

Doug Lennick, Fred Kiel

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Total reviews: 21 Average rating: 4.5 of 5

Editorial Review:

"The authors offer a timely, important, and practical personal guidance system that anyone in the business world would do well to adopt. The world of business would be vastly improved if Moral Intelligence became required reading." --Daniel Goleman, Author of Emotional Intelligence "Lennick and Kiel are consulting masters who guide us the way they live--with moral intelligence. They prove that you don't have to sacrifice your soul to lead productively." --Richard J. Leider, Founder, The Inventure Group and bestselling Author of Repacking Your Bags and The Power of Purpose "We live in an increasingly competitive and global world. Increasingly, 'the end justifies the means.' This often results in the loss of our moral compass. Lennick and Kiel show usthat the truly great business leaders never sacrifice moral integrity for financial goals and that maintaining the highest ethical standards is not only the 'right' thing to do, it produces the best companies and the best results."--Paul Fribourg, CEO of Conti-Group Companies and Chairman, Lauder Institute,Wharton Business School "Moral Intelligence demonstrates compellingly that doing what is right morally and doing what is right for your business are inseparable. Lennick and Kiel cite numerous business cases where the moral decision was also the smartest strategic decision. Importantly, they provide practical advice and exercises to help readers assess and strengthen their own moral competence and effectiveness as leaders. For CEOs and other decision makers, Moral Intelligence makes good business sense." --Dick Harrington, CEO of The Thomson Corporation "It should be obvious by now--our private enterprise system needs to revisit its role in our society. The questions are:What changes are in order and how can they be achieved? Moral Intelligence addresses these questions and provides tools to implement the answers." --Irvine O. Hockaday, Jr., President/CEO--Hallmark Cards, Inc. (Ret.) "Moral Intelligence is the foundation of moral authority, which alone enables formal authority to work--sustainable over time.This conscience-challenging book drills deep into both the science and the practical how-tos in building universal principle-centered values into our lives and cultures. A motivating and inspiring read!" --Dr. Stephen R. Covey, Author, The 7 Habits of Highly Effective People and The 8th Habit: From Effectiveness to Greatness "Moral Intelligence is excellent reading for new entrants to the business world as well as experienced managers. I found numerous examples that were right on point with actual events that I have experienced in over 40 years of managing. It was also helpful to have the topics presented in the context of current events that hold the readers' interest. This book should be on the reading list of every student regardless of their career choice." --Larry Pinnt, Chairman, Cascade Natural Gas "At a time when capitalism faces questions of legitimacy brought on by poor leadership behaviors, this book provides a healthy way of thinking of the internal compass that can avoid corporate atrocities."--Mike McGavick, CEO & Chairman of Safeco Corporation "This book identifies the traits which identify value-oriented corporate leaders and provides a practical primer to a business person to identify and emulate these critical traits. It is essential reading for anyone who believes that this is the way the world is going." --Mike Phillips, Chairman, Russell Investment Group "In their new book, Doug Lennick and Fred Kiel bring to the business world a much needed moral guidance system. Given the worldwide erosion of trust in American business, the authors' user-friendly tools and concepts arrive not a moment too soon." --Keith Reinhard, Chairman, DDB Worldwide and President, Business for Diplomatic Action Visit: www.moralcompass.com This new, paperback version contains a new Epilogue with updated information on many of the companies and case studies discussed in the original hardback version. There is a powerful correlation between strong moral principles and business success.In this book, two globally respected leadership experts illuminate that connection, define the specific competencies that comprise "moral intelligence," and show exactly how to promote it throughout your organization. Drawing on extensive original research, Doug Lennick and Fred Kiel demonstrate how the best performing companies have leaders with a strong moral compass and the ability to follow it--even in a world that may reward bad behavior in the short run. Lennick and Kiel identify and help you build the moral skills leaders need most, including integrity, responsibility, compassion, and forgiveness. They offer realistic guidance on being a moral leader in both large organizations and entrepreneurial ventures: guidance reflecting decades of experience coaching executives at the very highest levels. Moral Intelligence also introduces the breakthrough Moral Competency Inventory (MCI): an indispensable metric to assess where you and your organization stand right now. In recent years, companies have discovered the value of Emotional Intelligence (EI).But EI isn't enough: only leaders with strong moral intelligence can build the trust and commitment that are the foundation of truly great businesses. Be one of those leaders, lead one of those companies, with Moral Intelligence. Foreword xxi Introduction xxix PART ONE: MORAL INTELLIGENCE Chapter 1: Good Business 3 Chapter 2: Born to Be Moral 19 Chapter 3: Your Moral Compass 37 Chapter 4: Staying True to Your Moral Compass 63 PART TWO: DEVELOPING MORAL SKILLS Chapter 5: Integrity 79 Chapter 6: Responsibility 93 Chapter 7: Compassion and Forgiveness 105 Chapter 8: Emotions 115 PART THREE: MORAL LEADERSHIP Chapter 9: The Moral Leader 141 Chapter 10: Leading Large Organizations 157 Chapter 11: Moral Intelligence for the Entrepreneur 185 Epilogue: Becoming a Global Moral Leader 207 Epilogue: Update on Moral Intelligence's Cast of Characters 215 Appendix A: Strengthening Your Moral Skills 239 Appendix B: Moral Competency Inventory (MCI) 251 Appendix C: Scoring the MCI 259 Appendix D: Interpreting Your MCI Scores 265 Index 273