From quality to business excellence : a systems approach to management /
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| Author / Creator: | Cobb, Charles G., 1945- |
|---|---|
| Imprint: | Milwaukee, Wis. : ASQ Quality Press, c2003. |
| Description: | xv, 248 p. : ill. ; 24 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/5089605 |
Table of Contents:
- Preface
- 1.. Introduction
- Historical Background and Trends
- The Evolution of the "Systems" Approach to Quality Management
- Converging Trends
- A Vision for the Future
- The Importance of Systems Thinking
- Designing Integrated Management Systems
- Examples of Integrated Management Systems
- Sprint
- Cessna Aircraft
- 2.. Quality Standards Background
- ISO 9000
- General Overview
- Evolution of the ISO 9000 Standard
- The Year 2000 Version of the ISO 9000 Standard
- Industry-specific ISO 9000 Variations
- Malcolm Baldrige Criteria for Performance Excellence
- Comparison of ISO 9000 and Baldrige
- Compliance vs. Continuous Improvement Standards
- 3.. Management Approach
- Leadership and Management Balance
- Shift to a Customer Focus
- The Role of Customer Value
- Value Disciplines
- Shift to a Process-Centered Orientation
- Shift to a Systems Thinking Approach
- Creation of a Learning Organization Environment
- 4.. Designing Integrated Management Systems
- The Role of Quality Standards and Best Practices
- Enterprise Modeling and Process Mapping
- Enterprise Modeling
- Process Mapping
- An Example--Daimler-Chrysler Financial Services Asia/Pacific
- Lifecycle Models
- Technology Lifecycles
- Product/Project Lifecycles
- The Value of a Lifecycle Model
- Implementation Strategies
- 5.. Strategic Planning, Alignment, and Metrics
- The Role of a Strategic Plan
- Strategic Vision
- Strategic Alignment
- The Balanced Scorecard Approach
- An Example of Balanced Scorecard Metrics
- The Role of Customer Value Measurement
- Balanced Scorecard Summary
- The Role of Metrics
- Using Metrics to Achieve Cross-Functional Integration
- Using Metrics for Benchmarking and Goal-Setting
- Linking Strategy to Execution
- An Example--Cessna Aircraft
- 6.. Integrated Process Improvement Approach
- Total Quality Management
- Evolution of Total Quality Management Philosophy
- TQM Improvement Methodology
- An Example--Sprint Process Improvement Methodology
- Business Process Reengineering
- Business Process Reengineering Overview
- Complex Improvement and Reengineering Methodology
- Relationship of TQM and Reengineering
- Six Sigma
- Other Improvement Methodologies
- Integrated Improvement Approach
- An Example--Major Financial Services Company
- 7.. The Role of Information Technology
- Background
- Information Technology as an Enabler
- Integrating Information Technology with Business Process Design
- ERP Systems and Their Impact
- The Evolution of ERP Systems
- Risks and Rewards of ERP Systems
- Overall Impact of ERP Systems
- ERP Systems and Supply Chains
- Standards-Based Business Processes and Systems
- Business Needs
- Vision for the Future
- Impact of Standards-Based Systems
- Knowledge Management and Quality Systems
- What is Knowledge Management?
- Relationship of Knowledge Management and Quality
- Examples of Leveraging Quality and Business Results
- Operational Excellence
- Product Leadership
- Customer Intimacy
- 8.. Other Enablers and Constraints
- Cultural and Behavioral Factors
- An Example--Sprint Quality System
- Sprint Quality Essentials
- Sprint Quality Principles
- Sprint Values
- Organizational Structure
- Information Technology
- 9.. Putting it All Together
- Process Improvement "Roadmap"
- Assessing the Maturity of a Management System
- How to Use this Model
- Developing an Action Plan
- Roles and Responsibilities
- 10.. Keeping the Progress Moving
- An Assessment Approach for Continuous Improvement
- The Role of the Assessor
- Evaluating Effectiveness
- The Role of the Assessment Model
- An Example Assessment Approach
- The Role of Metrics
- Systems-level Metrics Example
- Process-level Metrics Example
- 11.. Overall Summary
- Integrated Systems Approach
- Business and Organizational Issues
- Quality Management Issues
- More Effectively Implementing Basic Quality Standards
- Synthesizing What We've Learned
- Business Systems Engineering
- Fundamental Principles
- Methodology Overview
- Appendix A. Lifecycle Model for Complex Improvement Initiatives
- Appendix B. Additional Recommended Reading, Resources, and Tools
- Appendix C. Acronyms and Glossary of Terms
- Index
