[管理资料] 英文版《质量管理》

CONTENTS
PART ONE: MANAGING QUALITY
CHAPTER 1 Quality Throughout History 3
Quality Across All Cultures 4
The Facets of Quality 5
Quality in Art and Engineering 7
Quality Before Business 11
Ancient Quality—Maintaining, But Rarely
Improving 15
Conclusion: Quality All Around the World 17
Q-Ball Quiz 18
CHAPTER 2 The Development of Quality Management 21
Key Ideas 22
Smeaton and Scientific Engineering 24
Industrial Standardization in the 1800s 25
Taylor Introduces Scientific Management 28
The Split After Taylor 31
Stewhart’s Scientific Management 32
Deming and Total Quality Management 34
Quality in North America, 1920–1980 34
Conclusion: From Scientific Method to
Quality Management 37
Q-Ball Quiz 38
CHAPTER 3 Defining Quality 41
Tying Together Many Ideas of Quality 42
Pulling It All Together: The Practical
Perspective 45
Achieving Quality: Managing Error 49
Our Case Study: The Hand-and-Cheese
Sandwich Defined 53
Conclusion: Making Quality Real 55
Q-Ball Quiz 55
CHAPTER 4 Quality for the Customer 57
Quality for the Customer 58
The Customer/Quality Divorce 61
The Voice of the Customer 64
Q-Ball Quiz 65
PART TWO: QUALITY ESSENTIALS
CHAPTER 5 Key Quality Concepts 69
Requirements and Standrds 69
Defining Requirements 70
Checking 77
Using the Information from Checking 81
Quality Management as Error Management 83
Why Errors Matter: A Systems
Perspective 86
Conclusion: Understand, Then Improve 88
Q-Ball Quiz 88
CHAPTER 6 Defining, Planning for, Controlling,
Assuring, and Delivering Quality 91
Quality: A Business Perspective 92
Quality: A Process Flow Perspective 93
Defining Quality: Requirements Elicitation 95
Planning for Quality 96
Checking: Quality Control and Inspection 98
Quality Assurance 100
Delivering Quality: Customer Delight 101
Conclusion: Quality from Beginning to End 103
Q-Ball Quiz 103
CHAPTER 7 Leading a Quality Team 105
Leading Your Team to Quality 105
Quality and Job Definition 108
Focus on Quality 110
Conclusion: The Quality Team and the
Soft Side of Quality 113
Q-Ball Quiz 113
CHAPTER 8 Quality Engineering 115
Definable Quality 116
End-to-End Quality 117
Leading Quality Engineering Efforts 122
Automation, Robotics, and Quality 123
Conclusion: Engineering for Continuous
Improvement 124
Q-Ball Quiz 124
CHAPTER 9 Auditing Quality 127
Adding Value and Managing Risk 129
Auditing Standards and Methods 130
Auditing to Quality Standards 134
Conclusion: Adding Value Through
Auditing 136
Q-Ball Quiz 136
CHAPTER 10 Statistics for Quality 139
When Statistics Doesn’t Apply 140
Key Statistical Concepts 143
Summary of Statistical Techniques for
Quality Management 150
The Statistical Quality Team 158
Conclusion: Statistics Enhance Quality 159
Q-Ball Quiz 160
Mid-Term Exam 161
PART THREE: QUALITY MOVEMENTS
CHAPTER 11 Total Quality Management 177
Quality Management Before TQM 178
The Core of TQM 179
Deming’s 14 Points—A Framework for
Quality Management 184
Is TQM a Total Solution? 188
Conclusion: TQM—First Among Many 189
Q-Ball Quiz 190
CHAPTER 12 Quality Standards—ISO 9000 and More 191
ISO 9000 192
Other Awards, Standards, and Associations 200
Conclusion: Does Certification Improve
Quality? 203
Q-Ball Quiz 203
CHAPTER 13 Six Sigma 205
A History of Six Sigma 205
Variations on Six Sigma 208
Six Sigma Simplified 209
Six Sigma Measurement 212
Evaluating Six Sigma 215
Conclusion: The Six Sigma Breakthrough
Strategy 216
Q-Ball Quiz 217
CHAPTER 14 The Cost of Quality 219
Life Cycles and Total Cost Models 220
Philip Crosby 222
The Cost of Quality in Any Company—
Including Yours 224
Conclusion: Counting the Cost of Quality 225
Q-Ball Quiz 226
CHAPTER 15 The Capability for Quality: CMM and CMMI 229
The History of CMMI 230
CMMI Around the World 244
Conclusion: Evaluate Your Own Maturity 244
Q-Ball Quiz 245
CHAPTER 16 Steady Improvement in Japan: Gemba
Kaizen for Lean (JIT) Manufacturing 247
Kaizen: The Japanese Contribution to TQM 251
Gemba Kaizen 255
Just in Time (JIT)—Lean Manufacturing 256
Conclusion: Lasting Evolution 258
Q-Ball Quiz 261
PART FOUR: PRACTICAL QUALITY MANAGEMENT
CHAPTER 17 Challenges and Leadership 265
Solving a Problem That’s Already Solved 266
Barriers and Challenges 266
Critical Success Factors 269
A Quality Improvement Program 270
Quality Management Self-Evaluation 272
Quality Management for Managers and
Workers 273
Conclusion: Quality—A Complete and
Lasting Solution 273
Q-Ball Quiz 274
CHAPTER 18 Practical Quality for Projects and
Programs 277
Quality Processes for Projects 280
Quality Integrated into Other Knowledge
Areas 282
Quality Management for Projects at the
Business and Technical Levels 285
Quality Management for Programs and
Portfolios 286
Conclusion: Quality Management for
Project Success 287
Q-Ball Quiz 288
CHAPTER 19 Global Quality in the 21st Century 289
Quality In and Out of the Closet 291
From National Dominance to National
Servant Leadership 292
Consumers, Customers, Employees,
and People 294
Quality and Global Society 296
Creating Sustainable, Growing Quality 297
Conclusion: Quality and Our Future 298
Final Exam 299
Answers to Quiz, Mid-Term Exam, and
Final Exam Questions 319
List of Acronyms and Glossary 325
Resources for Learning 337
Index 341