Handbook of Total Quality Management by Christian N. Madu


Handbook of Total Quality Management
by Christian N. Madu

Handbook of Total Quality Management

Contributors xi
Foreword xv
Preface xvii
Biographical sketch xix
Notable quality scholars xxi
Glossary xxv
1. Introduction to quality 1
Christian N. Madu
2. Comparing Deming’s and Juran’s philosophies to the formation of total quality leaders’ world views 21
Chu-Hua Kuei
3. Strategic quality planning 41
Bin Srinidhi
4. Quality improvement through learning curve analysis 87
Adedeji B. Badiru
5. Human resources and training 108
Amrik Sohal and Andrea Howell
6. Quality management in small and medium-sized companies and strategic management 128
M. Dolores Moreno-Luzon, F.J. Peris and F.J. Santonja
7. Developing attributes of quality for Internet applications 154
Christian N. Madu
8. Strategic total quality management 165
Christian N. Madu
9. Accounting and capital budgeting for quality 213
Vasanthakumar N. Bhat
10. Success in AMT implementation and quality enhancement: is there a link? 225
Hamid Noori, John L. Michela and Shailendra Jha
11. Service quality 245
Chu-Hua Kuei
12. Quality, productivity and information systems
Joak Jurison
13. Total quality management in the supply chain
Paul Levy
14. Involving the supply chain in design
Jeffrey K. Liker and S. Nazli Wasti
15. Self-assessment
Klaus J. Zink and Andreas Schmidt
16. Process performance, appraisal and employee development planning 344
Ron S. Kenett and Marc E. Maisel
17. Introduction to ISO and ISO quality standards 365
Christian N. Madu
18. TQEM – methods for continuous environmental improvement 388
John F. Affisco
19. Benchmarking: a quest for continuous improvement 409
Injazz J. Chen and Kenneth A. Paetsch
20. Concurrent engineering 425
Joseph T. Emanuel and Dennis E. Kroll
21. Reengineering and continuous improvement 446
George W Arnold and M. Hosein Fallah
22. Quality function deployment 460
Mark A. Vonderembse and Tom Van Fossen
23. Introduction to probability and statistics 475
Christian N. Madu
24. Tools for quality control and process redesign 508
Nicholas C. Georgantzas
25. Statistical quality control 528
Christian N. Madu
26. Design of experiments: a polymer coating process 565
Nicholas Georgantzas
27. Quality engineering: loss functions, parameter design,
and robust quality 593
Shane J. Schvaneveldt and Takao Enkawa
28. Reliability and maintainability 611
Surendra M. Gupta
29. Total quality management in China 626
Chyau Tuan and Linda Fung-Yee Ng
30. Total quality management in India: a tool with widening
acceptance 638
Surendra K. Kaushik
31. The development of national consciousness of quality:
the Singapore experience 650
Eric w.K. Tsang
32. Total quality management in Europe 665
Ton van der Wiele and Barrie Dale
33. Total quality management – implementation on the basis of
Poland 682
Edward Kindlarski and Ben Bella Jaoko
34. The development of total quality management in Denmark 700
Jens J. Dahlgaard and Ove Hartz
35. Total quality in Australia and New Zealand 717
Danny Samson
36. Quality management in developing economies 734
Christian N. Madu
37. Malcolm Baldrige, Deming Prize and European Quality
Awards: a review and synthesis 754
Pradeep Gopalakrishna and Mahesh Chandra
Appendix 769
Index 781

The Handbook of Total Quality Management is written as an introduction to total quality management with the intention of providing carefully selected and high quality chapters by reputable authors in the field. With the growing emphasis on total quality management and the proliferation of articles in this area, it is important to carefully organize this body of knowledge in a substantial form. Authors have emphasized both theory and practice and have drawn from several important quality applications. To broaden the reader’s view of quality, authors were selected from almost all continents covering more than 12 countries and nationalities. These authors present total quality management approaches from different views. We have also included country-specific approaches to quality to illustrate the cultural dependence of quality and to demonstrate that quality can be adapted in any situation.

A mix of articles from both industry and academic experts are offered and we tried as much as possible to cover every pertinent topic in total quality management. The Handbook therefore, promises to be an important reference manual which can be used as quick reference in industrial application and as a text in teaching courses or conducting seminars on total quality management.

Each chapter is written with the reader in mind. The aim is to communicate and convey the thoughts of the author. Thus, the articles are readable. It is inevitable that a discussion of quality management will contain statistics. Though statistics may be hard for some readers, we have added a chapter on the “Introduction of Probability and Statistics”. This chapter hopefully, will help prepare the reader for the more advanced topics on statistics.

The reader will find that this Handbook is very comprehensive and contains major topics that are related to total quality management. The composition of the Handbook includes all related topics in Total Quality Management (TQM), emerging technological issues such as Internet applications, re-engineering and concurrent engineering, statistical issues in quality, quality standards and awards, quality management practice in different countries and service quality. The exposition to these topics will help the reader to venture into more details and advanced topics. The reader is bound to find this Handbook to be the most comprehensive handbook of TQM available in the market.

The Handbook could not have been possible without the devotion and commitment of the authors. Each one of them has worked relentlessly to produce an excellent piece. I am greatly indebted to them. Of course, no one deserves more acknowledgment than my Assistant Editor – Ms Koula Kilaras whose job was to contact the authors and follow-up with all the communications and deadlines. Without her assistance this project would have been impossible. It is Chapman & Hall’s decision to publish this work that made the project possible. I greatly appreciate the support that Mark Hammond – Senior Editor – has given to this project and the frequent communication I received for more than a year through e-mail services from his editorial assistants Joanne Jones, Deborah Millar and Alison Provan. All these people have helped to keep up the pressure and now here is the book. I thank my good friend Chu-Hua Kuei for his support through this project and his dedication to make sure that this project was completed on time. I also thank K.R. Balachandran of New York University for writing the Foreword to the Handbook. All the abovementioned have contributed in making this an excellent book that our readers will be proud of.

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