1. The quality movement. The origins of the quality movement. Quality as the new competitive weapon. What is total quality management? The costs of quality. Beyond quality. 'What works in Japan won't work here'. Beating the Japanese -- 2. The Deming philosophy. The Deming philosophy. A summary of Deming's fourteen points of management -- 3. Designing for quality. Quality and loss: the starting point of good design. Attributes of a good design. Achieving a robust design. Design decisions: signal to noise. Speeding up the design process. The hare or the tortoise? Educating customers. Completing the cycle: learning from the customer -- 4. Conformance to design. The role of documentation. Compiling quality manuals. Anticipating error: the Poka-Yoke system. The role of inspection. The quality manager -- 5. Quality certification. Quality management systems. Historical background. Purpose of BS 5750. Accreditation requirements. Where to start. Is it worth it?
Appendix: The requirements of BS 5750/IS 9000 -- 6. Quality in service organisations. Why service organisations are different. What matters most to customers? Managing quality in service organisations. The importance of front-line staff. A model for training -- 7. Time. The concepts of time-based competition. 'Just in time' production. Reversing concepts. Reorganising for JIT. The Achilles' heel of JIT -- 8. Building a quality culture. 'Rotting unused'. The new industrial revolution. Sustainable development: the starting point. Developing the potential. Developing people. Will organisations still need managers?
Bibliography
Includes bibliographical references (pages [155]-156) and index
