1. Meaning, Characteristics and Importance of Quality
1.1 Quality Defined
1.2 Characteristics of Quality
1.3 Importance of Quality for Industry
2. Evolution of the Concept of Quality
2.1 Milestones in Quality Movement
2.2 Walter Andrew Shewhart’s Contribution
2.3 Quality Philosophy of Edwards Deming
2.3.1 Deming Cycle
2.3.2 Deming's Fourteen Points for Achieving Quality
2.3.3 Deming's Seven Deadly Diseases
2.4 Joseph Juran’s Approach
2.4.1 Juran’s Three Basic Steps to Progress
2.4.2 Juran’s Ten Steps to Quality Improvement
2.4.3 The Juran Trilogy
2.5 Vilfredo Pareto Principle
2.6 Philip Bayard Crosby’s Contribution
2.6.1 Four Absolutes
2.6.2 Zero-defect
2.6.3 Fourteen Steps
2.7 Kaoru Ishikawa: The Japanese Expert
2.8 Armand Feigenbaum
2.9 Quality in Industry
2.9.1 Wartime Developments
2.9.2 Post-War Developments
2.10 Reliability Engineering
2.10.1 Design for Reliability
2.11 Redundancy
2.12 Physics of Failure
2.13 Component De-rating
2.14 Reliability Sequential Test Plan
2.15 Quality Improvement in Japan
2.16 Quality Consciousness in India
3. Quality, Standards and ISO Certification
3.1 Various Definitions of Quality
3.2 Characteristics of Quality of Manufactured Products
3.3 Dimensions of Quality in Services
3.4 Quality Standards
3.5 Process of Developing International Standard
3.6 Quality Management System
3.7 Industry Specific Standards
3.7.1 ISO 9000 Certification
3.7.2 ISO 9001:2008
3.8 Certification Process
3.9 Auditing/Monitoring
3.10 Advantages of Quality System
3.11 Effectiveness of ISO Certification
4. Tools and Techniques of Quality
4.1 Seven Basic Tools of Quality
4.1.1 Fishbone Diagram (Cause-and-Effect Diagram)
4.1.2 Check Sheet
4.1.3 Run Charts and Control Charts
4.1.4 Histogram
4.1.5 Pareto Chart
4.1.6 Scatter Diagram
4.1.7 Stratification
4.2 Other Quality Tools
4.2.1 Flow Chart
4.2.2 The Survey
4.2.3 Design of Experiment
4.3 Techniques and Approaches
4.3.1 Statistica1 Quality Control
4.3.2 Control Charts
4.3.3 Control Limits and Risks
4.3.4 Control Chart for Variables
4.3.5 X-bar Chart
4.3.6 Range (R) Chart
4.3.7 Control Chart for Attributes
4.3.8 P-Chart
4.3.9 C-Chart
4.3.10 Operating Characteristic Curve
4.4 Statistical Process Control (SPC)
4.4.1 What is SPC?
4.4.2 Process Capability
4.4.3 Control of Variation
4.4.4 Benefits
4.5 Roadmap for Implementation
4.5.1 Preparation Phase
4.5.2 Planning Phase
4.5.3 Execution Phase
4.6 Inspection Planning
4.6.1 Incoming Inspection
4.6.2 Acceptance Sampling
4.6.3 Single Sampling Plan
4.6.4 Double Sampling Plan
4.6.5 Multiple Sampling Plan
4.6.6 Switching Procedure
4.6.7 Normal to Reduce
4.6.8 Normal to Tightened
4.7 Reporting
4.7.1 Principles
4.7.2 Cost Analysis
4.7.3 Computer Aided System
4.8 The Kaizen Approach
4.8.1 Implementation of the Concept
4.8.2 The Concept in Practice
4.8.3 Benefits of Kaizen Approach
4.9 Benchmarking
4.9.1 Definition
4.9.2 Benchmarking Process
4.9.3 Implementation
4.9.4 Prerequisite for Successful Implementation
4.9.5 Costs
4.10 Just-in-time (JIT) Manufacturing
4.10.1 What is JIT?
4.10.2 Benefits of JIT
4.11 Kanban
4.11.1 Successful Implementation
5. Evolution of Quality Systems
5.1 Quality Control
5.1.1 Testing for Conformance
5.1.2 Limitations
5.2 Statistical Quality Control (SQC)
5.3 Total Quality
5.3.1 Market Expansion
5.3.2 Achieving Excellence
5.4 Quality Circle
5.4.1 Structure and Functioning
5.4.2 Benefits
5.5 Quality Assurance
5.5.1 Quality Assurance Process
5.5.2 Accuracy of Quality Assurance
5.5.3 Models and Standards
5.5.4 Quality Assurance for Software Development
5.6 Economics of Quality
5.6.1 Unavoidable Costs
5.6.2 Avoidable Costs
5.6.3 Intangible Costs
5.7 Total Quality Management
5.7.1 Pre-requisite
5.7.2 The Principle
5.7.3 Implementation
5.8 Quality Culture
6. Transiting to Total Quality
6.1 Management Leadership
6.2 Commitment of Senior Management
6.3 Understanding Business
6.4 Management Style
6.5 Establishing Quality Culture
6.6 Customer Orientation
6.7 Identifying Customer Needs
6.8 Customer Focus Organization
6.9 Continuous Improvement
6.10 Role of Management
6.11 Improvement Plan
6.12 Focus on Product, Process and People
6.12.1 Product
6.12.2 Process
6.12.3 People
6.13 Empowerment of Employees for Involvement
6.13.1 Management’s Role
6.13.2 Education and Training
6.13.3 Benefits
6.13.4 Rewards and Recognition
6.14 Implementation Strategy
6.14.1 Preparation Phase
6.14.2 Planning Phase
6.14.3 Execution Phase
6.15 Some Concerns
6.16 Cautions in Implementation
7. Stages of Quality Journey
7.1 The Indian Context
7.2 Essential Prerequisite
7.3 Developing a Vision and Mission
7.4 Defining Quality Objective
7.5 Quality Policy
7.6 Formulating Strategy
7.7 Consultant Selection
7.7.1 Engaging with Consultant
7.8 In-house Expertise
7.9 Getting Started
7.10 Quality Improvement
7.10.1 Sporadic Problem
7.10.2 Chronic Problems
7.11 Quality Committee for Co-ordination
7.12 Improvement Process
7.12.1 Data Collection
7.12.2 Selection of Project
7.12.3 Identification of Root Cause
7.12.4 Remedial Action
7.12.5 Evaluation
7.13 Launching a New Product
7.13.1 The Definition Phase
7.13.2 Preliminary Design Phase
7.13.3 Final Design Phase
7.13.4 Preproduction Phase
7.13.5 Production Phase
7.13.6 Use Phase
8. Conclusions
8.1 Development Praxis
8.2 The Indian Scene
8.2.1 Need for Quality Improvement
8.2.2 Awareness of the Gains Achievable
8.2.3 Enlightened Customers
8.3 Whither Quality
8.4 Management Option
8.5 Planning for Success
8.6 Quality in Services
8.7 Prospects for Quality
Appendix: Quality Improvement in a Service Organization: A Case Study of Saraswati Vidyapeeth, Balasore
References
Index
