The Quality Improvement Handbook: Team Guide to Tools and Techniques

Table of Contents

Chapter One: Introduction
Quality and Its Prerequisites
About This Book
What This Book Is Not
Caution on "Toolbox TQM"
Chapter Two: Work as a Process
Work: A Series of Activities
Functional versus Process Orientation
Barriers to Change: Structural Factors
Process Classifications
Process Identification and Selection
Process Identification for Work Units
Chapter Three: Measures of Effectiveness
The Effectiveness Equation
Measuring Customer Satisfaction and Loyalty
Family of Measures
Data Types
Data Validity, Reliability, and Bias
Chapter Four: Quality Improvement Model
The Eight-Step Model
Step 1: Select Improvement Opportunity
Step 2: Analyze Current Situation
Step 3: Identify Root Causes
Step 4: Select and Plan Solution
Step 5: Implement Pilot Solution
Step 6: Monitor Results and Evaluate Solution
Step 7 Standardize
Step 8: Recycle
Quality Improvement Tools and Techniques Matrix
Chapter Five: Idea Generation
Brainstorming
Brainwriting
Crawford Slip Method
Chapter Six: Consensus
Affinity Diagram
Balance Sheet
Criteria Rating Form
Is/Is Not Stratification
List Reduction
Paired Comparisons
Weighted Voting
Chapter Seven: Process Definition
Flowcharts
Process Analysis Worksheet
Tree Diagram
Chapter Eight: Collecting Data
Check Sheets
Focus Groups
Sampling
Surveys
Chapter Nine: Analyzing Cause and Effect
Cause-and-Effect Diagram
Five Whys
Interrelationship Digraph
Chapter Ten: Analyzing and Displaying Data
Charts (Bar, Pie, Run, and Spider)
Force Field Analysis
Histogram
Matrix Diagram
Pareto Chart
Prioritization Matrix
Scatter Diagram
Statistical Process Control: Control Charts
Statistical Process Control: Process Capability
Chapter Eleven: Planning Tools
Activity Network Diagrams
Gantt Chart
Process Decision Program Chart
Storyboards
Tree Diagram
Chapter Twelve: Meeting Management Tools
Agendas/Meeting Minutes
Plus/Delta (+/D) Evaluation
Chapter Thirteen: Benchmarking
Chapter Fourteen: Questionnaires
Chapter Fifteen: Video One Case Study
Industry Background
Video One
Video One's First Operations Review
Selecting an Improvement Opportunity
Analyzing Current Activity
Identify Root Causes
Select and Plan Solution
During Implementation
Appendix A: Glossary
Appendix B: References and Resources
Index

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