by T. James LeDoux, CQA
Introduction
Why I Am Writing This Book
The Attention Box
Additional Items Of Interest
Story Of The Normal American Company-our Case Study
A Description Of This Book By The Chapter
Chapter I - Defining Total Quality Management - What Is It? -
What Is Total Quality Management'?
A History Of Total Quality Management
What Are The Goals Of A TQM Pro
What Drives The TQM Concept?
Summary
Chapter 2 - Real Quality, Reputation, And Customer Perception
What Is Real Quality?
Reputation - The Asset That Makes Or Breaks A Company
Customer Perceptions And Your Company
Chapter 3 - The Steps In Setting Up A TQM Program
Discussion Of The Steps For Setting Up A TQM Program
WEB Corporation-A Study Of Mistakes
The Sequence For Setting Up The TQM Program
The Corporate Evaluation Process And Report
Description Of The CAA Process
Description Of The Present Structure Assessment
Evaluation Of The Customers
Evaluation Of The Vendors
Detecting The Character Of The Company
Goals For Future Markets And Sales
What Improvements Are Expected
Preparing Thee Corporate Evaluation Report
Presenting The Corporate Evaluation Report To Management
Planning The Corporate TQM Strategy
Determining How To Install The TQM Program
Description Of The TQM Installation Process
The WEB Corporation-What Should Have Been Done
Protecting Corporate Information
The Corporate Quality Policy Manual
Chapter 4 - What Will The TQM Program Cost?
The Corporate Assessment And Analysis (CAA) Phase
Description Of The CAA Time Requirements
Average Corporate Costs Doing A CAA With External Expert
Average Corporate Costs Doing A CAA With Internal Expert
Average Corporate Costs Doing A CAA - Summary
The TQM Program Installation Phase
TQM Program Installation Impact On Present Production
The TQM Program Maintenance Phase
Chapter 5 - Creating The TQM Program Environment
Personnel Required To Create The TQM Structe
Product Teams - Their Makeup And Function
Getting Employees to 'Buy-In' To The TQM Program
Creating Corporate Departments As Customers/Suppliers
Empowering Employees To Be Quality-Minded
The Need For Flexibility
Measuring The Success Of The Program
Using ISO 9000 Standards For The TQM Progam Framework
Chapter 6 - TQM Program Reporting And Measurement
Reporting Methods (Tbe ESR And EDL)
The Employee Status Reports (ESR)
What Is The Employee Status Report?
The Basic Structure Of The Employee Status Report
The Employee Daily Log (EDL)
The Intent Of The EDL
The Structure Of The EDL Entries
The Use Of The EDL
Rules On The Use Of The EDL
Measuring Methods
Population And Sample
Statistical Process Control
Customer Support Sequence Scan (CSSS)
Benchmarking
Chapter 7 - Levels Of Decision-Making In A TQM Environment
The Technical Review Board CM)
TRB Structure
TRB Responsibilities
TRB Audiority
TRB Reporting Responsibilities
TRB Relationship With Ile Custoffiers
TRB Relationship With The Vendors
The Product Review Board (PRB)
PRB Structure
PRB Responsibilities
PRB Authority
PRB Reporting Responsibilities
PRB Relationship With The Customers
PRB Relationship With The Vendors
The Quality Assurance Department (QA)
QA Department Structure
QA Department Responsibilities
QA Department Authority
QA Department Reporting Responsibilities
QA Department Relationship With The Customers
QA Department Relationship With The Vendors
The Employee
The Employee As A Problem Solver
The Employee In A Decision-Making Role
The Employee As A Member Of The Product Team
Agendas And Agenda Files
Chapter 8 - Recognition And Rewards
Reward And Punishment (Necessities Of Society)
Recognition Of Employees
Recognition Of Customers
Recognition Of Vendors
A Sample Form For Recognition Certificates
Chapter 9 - Forms And Documents Needed For Communication
The Types Of Documents Used In A TQM Program
Conflicts Of Information
The Customer Requirements Form
Description Of The Customer Requirements Form
The Vendor Rating Form
Description Of The Vendor Rating Form
The Design Specification Form
Description Of The Design Specification Form
The Product Change Notice Form
Description Of The Product Change Notice Form
The Product Leader Weekly Checklist
Description Of The Product Leader Weekly Checklist
The Test/Benchmark Report Form
Description Of The Test/Benchmark Report Form
The Customer Appraisal Report Form
Description Of The Customer Appraisal Report Form
The Customer Support Weekly Report
The Product Review Board Agenda
The Technical Review Board Agenda
The Product Quality Packet
Chapter 10 - Expected Benefits Of The TQM Program
Range Of Benefits
Resource Savings
Reduced Costs
Increased Profits
Increased Quality
Customer Goodwill
Decreased Development Time
Employee Morale
Chapter 11 - Expected Pitfalls Of The TQM Program
Just-In-Time (JIT)
The Market Cycle And JIT
The Stable High Market
The Falling Market
The Stable Low Market
The Rising Market
Unions
Consultants
Managers In Search Of Power
Chapter 12 - Training Programs For Employees
The Initial Training Phase
The Improvement Training Phase
New Products Training
Vendor Education Training
Customer Education Training
The Maintenance Training Phase
The New Employee Buddy System
Chapter 13 - Using The ISO 9000 Standards As A TQM Program
Framework
The ISO 9000 Standards
The Intent Of This Chapter
A Comparison Of ISO 9001 And TQM
A Discussion Of The Comparison Between ISO 9000 And TQM
Chapter 14 - A Summary Of Important TQM Concepts
The Final Comments
Appendix A - Lists of Important Information And Experts
Organizations Providing Quality Standards And Documents
Organizations Providing TQM Expert Capability For A Fee