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  • Preface i Total Quality Management a heartfelt approach to doing things right 1997 Edition A Textbook By Bruce E. Winston 1997 With revisions in 1999 School of Business
  • Total Quality Management ii
  • Preface iii Table of Contents Preface.........................................................................................................................vi Lesson One - Introduction to TQM, Management Thinkers, Deming and his Management Principles......................................................................................................................1 Objectives.............................................................................................................................. 1 Key Words ............................................................................................................................ 1 Introduction.......................................................................................................................... 1 Total Quality Management ............................................................................................... 2 Paradigms............................................................................................................................. 3 Five Men Who Shaped Western Management Thought............................................. 4 Human Behavior School of Thought............................................................................... 9 Japan at the end of the war.............................................................................................. 10 Deming (1900 - 1993)........................................................................................................ 11 Deming's Fourteen Points. .............................................................................................. 12 Deming's Seven Deadly Diseases.................................................................................. 40 Deming's Obstacles........................................................................................................... 41 Deming's miscellaneous principles ............................................................................... 41 The Deming System.......................................................................................................... 43 Profound Knowledge ....................................................................................................... 43 Comparison of Deming's Points to Traditional Western Management................. 47 Concerns about TQM........................................................................................................ 48 Understanding Levels of Knowledge........................................................................... 51 Root Principles................................................................................................................... 54 Is Christianity And Its Doctrine of Total Depravity Consistent With Total Quality And Its Theory Y Assumptions?................................................................................................................. 56 Fear in the Work Place ..................................................................................................... 62 Discussion of Red Bead Experiment ............................................................................. 63 The Lessons Learned From the In-class Exercise ....................................................... 65 Lesson Two - EOQ, Process, Systems and Agency Theories .................................71 Objectives............................................................................................................................ 71 Key Words .......................................................................................................................... 71 Economic Order Quantity ............................................................................................... 72 Process Theory................................................................................................................... 75 Systems Theory.................................................................................................................. 76 Agency Theory................................................................................................................... 80 A Sad Fable......................................................................................................................... 81 Lesson Three - Quality Definition and Measurement.............................................85 Objectives............................................................................................................................ 85 Key Words .......................................................................................................................... 85 A Definition of Quality..................................................................................................... 85 Quality attributes - quality service features................................................................. 88 Quality Measurements..................................................................................................... 89 A Lesson in Service Quality ............................................................................................ 89 A Service Quality Improvement Case Example.......................................................... 96 Operations Measurements ............................................................................................ 100 Malcolm Baldridge National Quality Award............................................................ 103 ISO 9000............................................................................................................................. 105 Variation............................................................................................................................ 106 Quality Tools.................................................................................................................... 106 Service Case - Banking ................................................................................................... 127 The Case of Car Repair and a Patient Owner............................................................ 131
  • Total Quality Management iv Small Business Quality Case......................................................................................... 136 Lesson Four - Teams, Taguchi and JIT.................................................................143 Objectives.......................................................................................................................... 143 Key Terms......................................................................................................................... 143 Teams................................................................................................................................. 143 Team Article..................................................................................................................... 144 Building Teams................................................................................................................ 146 Taguchi and Operations Research............................................................................... 147 JIT........................................................................................................................................ 151 Purchasing ........................................................................................................................ 152 Lesson Five - Facilities, Cells and Equipment and Maintenance ........................158 Objectives.......................................................................................................................... 158 Key Terms......................................................................................................................... 158 Facilities Design - U Shaped Cell................................................................................. 158 Flexible Manufacturing System.................................................................................... 161 Equipment and Maintenance........................................................................................ 162 Lesson Six - Inventory, Scheduling and Robotics..................................................165 Objectives.......................................................................................................................... 165 Key Terms......................................................................................................................... 165 Inventory........................................................................................................................... 165 Inventory Types............................................................................................................... 166 Inventory turnover.......................................................................................................... 166 Queuing............................................................................................................................. 167 Kanban............................................................................................................................... 167 Scheduling ........................................................................................................................ 168 Inventory in Movement ................................................................................................. 169 Bottle Necks........................................................................