Preface
About the Authors
Introduction
1 The Bottom Line: Quality and Business Performance 5
1.1 Why Quality Management? A Brief History Lesson 5
1.2 Quality and Its Impact on Financial Performance 7
1.3 Integrated Quality System Defined 9
1.4 The Quality Function 11
1.5 Relationship of Quality to Productivity, Costs, Cycle Time, and Value 13
1.6 Universal Principles for Managing for Quality 15
1.7 Quality Disciplines and Other Disciplines 17
1.8 The Way Forward—Developinga System Plan for Success 18
Summary 19
Problems 19
References 20
2 Integrating Quality into the Enterprise Strategic Plan21
2.1 Quality and the Strategic Plan 21
2.2 A Strategic Planning Model 23
2.3 Developing a Mission and Vision 25
2.4 Developing LongTerm Strategies 28
2.5 Development of ShortTerm Annual Goals 30
2.6 Deployment of Goals—Hoshin Kanri 34
2.7 Leadership to Implement the Strategies 36
2.8 Review Progress Assessments, Audits, and a Balanced Scorecard 39
2.9 Review and Refresh the Plan 39
2.10 Obstacles to Achieving Goals 41
Summary 43
Problems 44
References 44
目 錄
前言
關于作者
引言
1 概要：質量與績效5
1.1 為什么需要質量管理？質量管理簡史5
1.2 質量及對財務績效的影響7
1.3 集成質量體系的定義9
1.4 質量活動11
1.5 質量與生產率、成本、周期、價值的關系13
1.6 質量管理的一般原則15
1.7 質量規范及其他規范17
1.8 發展的途徑——制訂面向成功的系統計劃18
小結19
思考題19
參考文獻20
2 將質量融入企業戰略規劃21
2.1 質量與戰略規劃21
2.2 一個戰略規劃的典范23
2.3 確定使命與愿景25
2.4 制定長期戰略28
2.5 短期年度目標的制定30
2.6 目標分解落實——方針管理34
2.7 加強對戰略執行的領導36
2.8 評審過程評價、審核與平衡計分卡39
2.9 回顧并調整規劃39
2.10 完成目標的障礙41
小結43
思考題44
參考文獻44
3 Organizationwide Assessment of Quality47
3.1 Why Assess Performance?47
3.2 Quality Risk Assessment47
3.3 Strategic Alignment, Deployment, and Assessment48
3.4 Plan the Assessment51
3.5 Cost of Poor Quality53
3.6 Categories of Quality Costs55
3.7 Relating the Cost of Poor Quality to Business Measures61
3.8 Optimum Cost of Quality62
3.9 Assessment and Standing in the Marketplace64
3.10 Assessing Using National Performance Standards and Awards67
3.11 Baldrige Scoring System72
3.12 Using Quality Awards as a System Assessment Tool73
3.13 Assessing to the International Standards75
3.14 Quality System Certification/Registration78
3.15 IndustrySpecific Adoptions and Extensions of ISO9000 Standards79
3.16 Benchmarking Best Practices: Moving Toward Sustainability85
3.17 Benchmarking: What it is and What it is Not89
3.18 Internal and External Competitive and Noncompetitive Benchmarking(Who)93
3.19 Data and Information Sources (How)95
3.20 Data Normalization98
3.21 Analysis and Identification of Best Practices100
Summary101
Problems102
References103
4 Improving Quality While Decreasing Cost105
4.1 Lean Six Sigma as a Breakthrough Improvement Model105
4.2 Breakthrough Improvement: ProjectByProject Approach107
4.3 Six Sigma Improvement Project Example107
4.4 The Business Case for Quality Improvement110
4.5 Lessons Learned with the ProjectByProject Approach111
4.6 Lean and Six Sigma Improvement112
4.7 Define Phase114
4.8 Measure Phase118
3 組織范圍的質量評價47
3.1 為什么要評價績效？47
3.2 質量風險評價47
3.3 戰略的調整、戰略部署及戰略評價48
3.4 評價安排51
3.5 劣質成本53
3.6 質量成本的類型55
3.7 關聯劣質成本與業務衡量61
3.8 優化質量成本62
3.9 評價與市場地位64
3.10 通過國家績效標準和質量獎進行評價67
3.11 波多里奇評分系統72
3.12 通過質量獎進行系統評價73
3.13 評價的國際標準75
3.14 質量體系認證/注冊78
3.15 ISO9000標準在不同行業的應用和發展79
3.16 標桿最佳實踐：實現可持續性85
3.17 標桿是什么？標桿不是什么？89
3.18 標桿：內部和外部，競爭性和非競爭性（誰是標桿）93
3.19 數據和信息源（如何確定標桿）95
3.20 數據標準化98
3.21 最佳實踐的分析和鑒定100
小結101
思考題102
參考文獻103
4 改進質量與降低成本105
4.1 精益六西格瑪：突破性改進工具105
4.2 突破性改進：逐項計劃處理法107
4.3 六西格瑪改進項目案例107
4.4 質量改進的應用案例110
4.5 由逐項計劃處理法學到的111
4.6 精益和六西格瑪改進方法112
4.7 定義階段114
4.8 測量階段118
4.9 Analyze Phase125
4.10 Improve Phase140
4.11 Control Phase147
4.12 Lean Six Sigma Summary and Project Example148
4.13 Maintaining a Focus on Continuous Improvement155
Summary160
Problems160
References163
5 Quality by Design to Increase Sales165
5.1 Contribution of Quality to Sales Income165
5.2 Quality and Financial Performance166
5.3 Achieving Marketplace Superiority167
5.4 Customer Satisfaction Versus Customer Loyalty169
5.5 Customer Loyalty and Retention169
5.6 Economic Worth of a Loyal Customer173
5.7 Impact of Poor Quality on Lost Sales174
5.8 Level of Satisfaction to Retain Present Customers175
5.9 LifeCycle Costs176
5.10 Spectrum of Customers177
5.11 The Quality by Design Road Map178
5.12 Quality by Design (QbD) and Design for Six Sigma (DFSS)184
Summary190
Problems191
References191
6 Control of Quality to Maintain Superior Performance193
6.1 Compliance and Control Systems193
6.2 The Importance of Information and Measurement194
6.3 The Ultimate Inspector: SelfManaged Processes196
6.4 Understanding What Is Critical to Control198
6.5 Establish Measurement and Establish Standards of Performance199
6.6 Measure Actual Performance206
6.7 Compare to Standards207
6.8 Take Action on the Difference211
4.9 分析階段125
4.10 改進階段140
4.11 控制階段147
4.12 精益六西格瑪總結和項目案例148
4.13 對持續改進保持關注155
小結160
思考題160
參考文獻163
5 質量源于設計（QbD）對于提
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