3.

Total quality tools and statistical thinking

Tools for quality planning

Quality function deployment
Concurrent engineering
The new seven management and planning tools
Affinity diagram/ KJ Method
Interrelationship Diagraphs
Tree diagram
Matrix diagram
Example of a tree diagram
Matrix data analysis
Process decision program chart (PDPC)
Arrow diagram
Tools for continuous improvement
Tools for data collection and analysis
Flow charts
Check sheets
Example of a check sheet for variable data
Histograms
Pareto diagram
Cause and effect diagrams
Scatter diagrams
Control charts
Sample of a control diagram
Sample of a free- throwing cause and effect diagram
The deming cycle
Poka-yoke ( mistake-Proofing)
Creativity and innovation
Statistical thinking

Total Quality and organization theory

4. Quality in customer-supplier relationships

Customer-Supplier Relationship and total quality

The importance of customers
The Importance of supplier
Principles for Customer-Supplier Relationship
Practices for Dealing with Customers
Collect Customer Information
Use customer information
Manage customer Relationship
Practices for dealing with suppliers
Base Purchasing Decision on Quality and Cost
Reduce the Numbers of suppliers
Establish Long-Term Contracts

Measure and Certify Supplier Performance

Develop Cooperative Relationship and Strategic Alliances
Quality Customer- Supplier Relationship in action
Customer-Supplier Relationship in organization Theory
The Resources Dependence Perspective

5. Designing Organizations for Quality

The functional Structure

Problems with the Functional Structure
The Functional Structure Separates Employees from Customers
The Functional Structure Inhibits process improvement
Quality Control
Quality Assurance
Redesigning Organizations for Quality
Focus on Processes
Recognize Internal Customers
Create Team-Based Organizations
Reduce Hierarchy
Use Stirring Committees
Develop an Agile Organization
Organizational Design for Quality in Action
Comparison to Organizational Design Theory
Structural Contingency Theory
Institutional Theory

6. Total Quality and Organizational Change

The importance of change

Cultural change through improvement
Strategic change versus process change
Elements of total quality culture
How organizational culture is Changed
Making the new culture permanent
Continuous improvement
How continuous improvement in practiced
Breakthrough improvement
Benchmarking
Describe the process of benchmarking
Reengineering
Principles of process redesign
Organizational learning
Organizational change in action
Organizational change and organizational theory
Perspective on TQ
The reasons for change

The source of change

Types of change

TOTAL QUALITY AND ORGANIZATIONAL BEHAVIOR

7. Quality Teamwork

The importance of teamwork in TQ

Types of TQ Teams
Steering committees
Problem-solving teas
Departmental problem-solving teams
Cross-functional teams
Natural work teams
Self-managed teams