The Global Quality Management System : Improvement Through Systems Thinking

The Global Quality Management System: Improvement Through Systems Thinking shows you how to understand and implement a global quality management system (GQMS) to achieve world-class business excellence. It illustrates the business excellence pyramid with the foundation of management systems at the system level, Lean System at the operational level, Six Sigma methodology at the tactical level, and business excellence at the strategy level.

Throughout the book, the author stresses the importance of the process—its identification, definition, improvement, and control using "turtle diagrams" and its extension to supplier, input, process, output, and customer (SIPOC) diagrams. The processes discussed include the human resource (HR) process, finance process, project management process, and the important "process of improving the process." The author also includes advanced processes to comply with ISO 9001, ISO/TS 16949, and AS 9100 standards, and elaborates on management improvement through extensive plan–do–check–act (PDCA) analysis and the problem-solving methodology involving the famous eight disciplines process ("8D").

As you put this book of knowledge into practice, you will discover the shifting roles of leaders and managers in your organization. It is not enough for leaders to merely continue past practices or support the work of others. Rather, leaders must lead the cultural transformation and change the mind-sets of their associates by building on the principles behind these excellent tools.

• Details the interaction of organizational processes, defining product and information flows
• Utilizes turtle and SIPOC diagrams to define, measure, and document processes
• Provides a comprehensive control plan assessment to comply with all types of automotive, aerospace, manufacturing, and service processes
• Includes 17 Global Quality Management System Processes covering management responsibility, resource management, product realization policies, and management analysis and improvement policies
• Covers root cause analysis and problem-solving techniques

List of Figures
Foreword
Preface
Acknowledgments
Introduction

Chapter 1 : Homage to Quality and Lean Six Sigma Gurus
Chapter 2 : Quality Management System as a Management Strategy
Chapter 3 : Quality Management System
Chapter 4 : Identification and Improvement of Processes
Chapter 5 : Global Quality Audit Processes
Chapter 6 : Global Quality Management System Processes
Chapter 7 : Fast Customer Response
Chapter 8 : Problem Solving
Chapter 9 : Drill Deep/Drill Wide Method for Permanent Corrective Action
Chapter 10 : Quality Operating System : The Engine That Perpetuates Continuous Improvement
Chapter 11 : Conclusion

Appendix : Quality Manual
Glossary
Bibliography
Index
About the Author