Title: Do It Right the Second Time : Benchmarking Best Practices in the Quality Change Process, 2nd Edition Author: Peter Merrill ISBN: 0873897331 / 9780873897334 Format: Soft Cover Pages: 400 Publisher: ASQ Year: 2009 Availability: Out of Stock
Description
Contents
Failure of a quality initiative, either in part or in whole, can happen to any organization. What differentiates successful organizations is that they learn from their failures and do it right the second time. Author Peter Merrill takes you sequentially through the activities required to lead a lasting change, from vision to final realization. More importantly, he stresses the balance between process improvement and people improvement. Throughout the book are checklists, tables, questionnaires, and other helpful tools to support your quality implementation. In addition, Merrill supplies examples showing you what went wrong with other organizations and the successful course of corrections they made.
Merrill captures many of the developments of the intervening years since the first edition of this book, particularly Six Sigma and lean. Three completely new chapters on ISO 9000 will draw the reader into systems thinking, discourage overdocumentation, and encourage the use of measurement to drive improvement. The new Chapter 23 shows the linkages between ISO 9000, Six Sigma, and excellence awards.
This book embraces the essentials of quality management, presents them in a simple format, and gives you a sense of flow as you implement.
List of Figures
Preface
Acknowledgments
Introduction
Part 1 : The Reason Chapter 1 : Why are We Doing This? Chapter 2 : The Customer
Part 2 : The Foundation Chapter 3 : The Vision Chapter 4 : Quality Values Chapter 5 : Culture
Part 3 : The Change Chapter 6 : Resistance to Change Chapter 7 : The Change Process Chapter 8 : The Quality Management Team : Agents for Change Chapter 9 : Leadership
Part 4 : The Processes Chapter 10 : Process Ownership Chapter 11 : Measurement Chapter 12 : Cost of Quality Chapter 13 : Corrective Action
Part 5 : The People Chapter 14 : Education Chapter 15 : Communication Chapter 16 : Teamwork Chapter 17 : Recognition
Part 6 : The Continuity Chapter 18 : Continuation Chapter 19 : Using The Baldrige Criteria to Assess Quality Systems Chapter 20 : ISO 9000 : How to Make It Happen Chapter 21 : ISO 9000 : Less Procedures, More Planning Chapter 22 : Internal Audit—Involve People, Create Value Chapter 23 : Choosing from The Menu Chapter 24 : The New Organization