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The Journey
In todays competitive environment, its no longer enough to satisfy your customers. To sustain success, you must meet the needs and expectations of all relevant interested parties of your organization. The journey is a process in which those needs and expectations are inputs, and sustained success is the output. To transform the inputs into sustained success, the organization must establish and implement the right processes. This represents what must be done. The organization also must ensure that it has the behaviors and competences needed to maintain these processes, representing how things should be done. This book covers both the what and how aspects of achieving sustained success and is a guide for top managers ready to embark on this journey. The chapters serve as a sequential checklist that elaborates on the key elements of the process, with each element building on the next as readers are guided through their journey.
Unlocking the Power of Your QMS
Some organizations just get by. While they may realize some successes over time, they often aren’t traceable to the organization’s quality management system (QMS). Other organizations can trace performance improvements to their QMSs, and therefore are able to sustain and expand upon them. Working from the tenet that performance improvement is too important to be left to chance, the authors of Unlocking the Power of Your QMS have meticulously combed the most fundamental, globally accepted quality standards and criteria, and have culled 12 principles that can serve as a foundation for mature quality management systems. Next, through an assessment by top management, the mission, vision, and business model of the organization are determined and aligned with these 12 principles.West and Cianfrani make the case that “...there is nothing an organization can do that can have more benefit than the development and deployment of its principles.” This book not only convinces you, it provides you with the guidelines you need to dramatically improve performance in your organization.
How to Audit the Process-Based QMS
This book is intended to help those involved in managing and conducting audits to ISO 9001:2008. It can be used as a guide to establishing a new audit program or for revitalizing one that has been operational for some time. It focuses on achieving an audit program that produces value-adding results for the organization. Arter, Cianfrani, and West, experts in both ISO 9001 and auditing, believe that the art and science of auditing quality management systems that have been designed and implemented following the process approach (the foundation of ISO 9001:2008) is more challenging and interesting than auditing discrete elements to determine whether documented procedures and records exist. Audi...
A Practical Field Guide for AS9100C
The purpose of this field guide is to assist the reader, step-by-step, in implementing a Quality Management System (QMS) in conformance with AS9100C. This field guide has been created in order to foster an inner-reliance between senior management, middle management, functional teams, and the individual. Users of the field guide will find within it practical tools, tips, and techniques useful for not only implementing a QMS but also for maintaining one. What separates this field guide from most other books on AS9100 and its implementation are the flow charts showing the steps to be taken in implementing a QMS to meet a sub-clause’s requirements. You need to turn out aerospace conforming parts on time, every time, and at a competitive cost, as that's exactly what the companies that can compete now and in the future will do. A Practical Field Guide for AS9100 will help to get you there.
Managing Service Delivery Processes
The quest for value drives customer behavior in the services marketplace. This book focuses on complex service processes, and is written for professionals, quasi-professionals, and technical workers laboring in all spheres, from law to medicine, and accounting to engineering. It draws its theory and examples from these professional services and many more, with hands-on end-of-chapter exercises on all topics. A framework is presented for understanding how a set of shared fundamental beliefs drives the best-in-class professional service organizations in their learning, which is the source of sustained competitive advantage. Products and processes can be imitated or copied, but learning faster than your competition cannot. Processes create the benefits customers want by delivering the service, or by making this delivery possible in one way or another. The notions, methods, and tools presented in this book present readers with a perspective on their work they most likely never envisaged, and which will lead to a marked improvement in their effectiveness.
Process Improvement Essentials
Today, technology has become too much a part of overall corporate success for its effectiveness to be left to chance. The stakes are too high. Fortunately, the idea of 'quality management' is being reinvigorated. In the last decade process programs have become more and more prevalent. And, out of all the available options, three have moved to the top of the chain. These three are: The 9001:2000 Quality Management Standard from the International Standards Organization; The Capability Maturity Model Integration from the Software Engineering Institute; and Six Sigma, a methodology for improvement shaped by companies such as Motorola, Honeywell, and General Electric. These recognized and proven ...
ISO 9001:2015 Explained
The 2015 edition of ISO 9001 has been modernized to update terminology and content to meet current and anticipated user needs. The major emphasis of ISO 9001:2015 is still consistent provision of products and services that meet customer and applicable statutory and regulatory requirements. This book explains the meaning and intent of the requirements of ISO 9001:2015 and discusses the requirements as they relate to each of the product categories. Where appropriate, it includes an elaboration of why the requirements are important. It also includes typical audit-type questions that an organization may consider to assess conformity to internal needs and ISO 9001 requirements. Recommendations fo...
Principles of Quality Costs, Fourth Edition
The last decade has seen wide changes in how quality standards are applied in industry. We now have two functions: quality assurance and process improvement. Quality assurance focuses primarily on product quality, while process improvement focuses on process quality; the principles of quality cost support both. The purpose of this book remains the same as the third edition: to provide a basic understanding of the principles of quality cost. Using this book, organizations can develop and implement a quality cost system to fit their needs. Used as an adjunct to overall financial management, these principles will help maintain vital quality improvement programs over extended timeframes. This fourth edition now includes information on the quality cost systems involved with the education, service, banking, and software development industries. You'll also find new material on ISO 9001, cost systems in small businesses, and activity based costing. Additional information on team-based problem-solving, customer satisfaction, and the costs involved with the defense industry are also offered.
Quality Management Handbook, Second Edition,
"Affords an advantageous understanding of contemporary management and total quality systems without excessive employment of advanced mathematics--directing managers in the implementation of the basic quality framework that will lead to improved production and increased profits through sound quality practices. Provides practical applications in a wide variety of industrial, financial, service, and administrative systems and shows how to prepare for quality audits, product meetings, and production discussions. Features 21 new chapters."
