The Quality Improvement Handbook Team Guide to Tools and Techniques [Hardcover]

This valuable new book provides quality improvement teams, and their leaders, with a comprehensive set of tools and techniques to solve problems and improve processes in their organizations. The book offers experienced teams instruction on more advanced, less frequently used tools as well as provides detailed guidelines on the basic tools for newly formed teams.
The seven quality tools, seven management tools, and an additional 20 tools and techniques have also been incorporated into this title. Both the service and manufacturing industries and environments will find the applications useful. Each tool and technique includes sections that describe the tool, key points in using it, typical applications, an example, and steps in using the tool.Chapter One: Introduction
Quality and Its Prerequisites
About This Book
What This Book Is Not
Caution on Toolbox TQM
Chapter Two: Work as a Process
Work: A Series of Activities
Functional versus Process Orientation
Barriers to Change: Structural Factors
Process Classifications
Process Identification and Selection
Process Identification for Work Units
Chapter Three: Measures of Effectiveness
The Effectiveness Equation
Measuring Customer Satisfaction and Loyalty
Family of Measures
Data Types
Data Validity, Reliability, and Bias
Chapter Four: Quality Improvement Model
The Eight-Step Model
Step 1: Select Improvement Opportunity
Step 2: Analyze Current Situation
Step 3: Identify Root Causes
Step 4: Select and Plan Solution
Step 5: Implement Pilot Solution
Step 6: Monitor Results and Evaluate Solution
Step 7 Standardize
Step 8: Recycle
Quality Improvement Tools and Techniques Matrix
Chapter Five: Idea Generation
Brainstorming
Brainwriting
Crawford Slip Method
Chapter Six: Consensus
Affinity Diagram
Balance Sheet
Crilc*