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—Developing
a 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 录



前言

关于作者

引言

1 概要：质量与绩效5

1.1 为什么需要质量管理？质量管理简史5

1.2 质量及对财务绩效的影响7

1.3 集成质量体系的定义9

1.4 质量活动11

1.5 质量与生产率、成本、周期、价值的关系13

1.6 质量管理的一般原则15

1.7 质量规范及其他规范17

1.8 发展的途径——制订面向成功的系统计划18

小结19

思考题19

参考文献20



2 将质量融入企业战略规划21

2.1 质量与战略规划21

2.2 一个战略规划的典范23

2.3 确定使命与愿景25

2.4 制定长期战略28

2.5 短期年度目标的制定30

2.6 目标分解落实——方针管理34

2.7 加强对战略执行的领导36

2.8 评审过程评价、审核与平衡计分卡39

2.9 回顾并调整规划39

2.10 完成目标的障碍41

小结43

思考题44

参考文献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 ISO
9000 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 组织范围的质量评价47

3.1 为什么要评价绩效？47

3.2 质量风险评价47

3.3 战略的调整、战略部署及战略评价48

3.4 评价安排51

3.5 劣质成本53

3.6 质量成本的类型55

3.7 关联劣质成本与业务衡量61

3.8 优化质量成本62

3.9 评价与市场地位64

3.10 通过国家绩效标准和质量奖进行评价67

3.11 波多里奇评分系统72

3.12 通过质量奖进行系统评价73

3.13 评价的国际标准75

3.14 质量体系认证/注册78

3.15 ISO9000标准在不同行业的应用和发展79

3.16 标杆最佳实践：实现可持续性85

3.17 标杆是什么？标杆不是什么？89

3.18 标杆：内部和外部，竞争性和非竞争性（谁是标杆）93

3.19 数据和信息源（如何确定标杆）95

3.20 数据标准化98

3.21 最佳实践的分析和鉴定100

小结101

思考题102

参考文献103

4 改进质量与降低成本105

4.1 精益六西格玛：突破性改进工具105

4.2 突破性改进：逐项计划处理法107

4.3 六西格玛改进项目案例107

4.4 质量改进的应用案例110

4.5 由逐项计划处理法学到的111

4.6 精益和六西格玛改进方法112

4.7 定义阶段114

4.8 测量阶段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 分析阶段125

4.10 改进阶段140

4.11 控制阶段147

4.12 精益六西格玛总结和项目案例148

4.13 对持续改进保持关注155

小结160

思考题160

参考文献163



5 质量源于设计（QbD）对于提