Small Business Total Quality

Front Cover
Springer Science & Business Media, 1994 M10 31 - 240 pages
Written specifically for small business managers, this book gives a practical step-by-step guide to the implementation of Total Quality Management (TQM). It will assist all small businesses from the recently established entrepreneur-based company employing a handful of people to businesses of 100 staff and above with an established management structure and position within the market place. This book will give practical help and early results and includes actual case studies of successful TQM implementation from a broad cross-section of small businesses.
 

Selected pages

Contents

The small business in context
3
12 Characteristics of the Small Business
4
13 The Family Firm
5
14 Small Business Concerns
6
15 Chapter Summary
7
Quality why bother?
9
22 Historical Background
11
23 BS 5750ISO 9000 AND TOTAL QUALITY
14
93 Benchmarking
118
94 The problemsolving cycle
122
95 Thoughts of the Japanese
125
96 Chapter summary
127
Quality management systems BS 5750ISO 9000
129
103 Details of the Standard
130
104 Quality system documentation
132
105 Gaining registration
133

24 Immediate Decisions
17
PLANNING FOR TOTAL QUALITY
19
The planning process
21
32 Commencing the planning process
23
33 Developing a mission statement
28
34 Education policy and responsibility
32
35 The Quality manager
35
36 Organization design
38
37 Chapter summary
40
Quality diagnosis
41
42 Customer review
42
43 Staff opinions
47
44 Business process analysis
49
45 Chapter summary
55
The cost of quality
57
52 Why calculate the cost of quality?
60
53 How to calculate the cost of quality
63
54 Chapter summary
69
Customers and suppliers
71
62 Internal customersupplier chains
74
63 Customer care
80
64 External suppliers
81
65 Complaints handling
83
66 Chapter summary
85
Leadership
87
72 Leadership and quality
88
73 Leadership and communication
93
74 Leadership and recognition
95
76 Chapter summary
96
Teamwork
97
82 Team development
102
83 Teamwork and leadership style
103
84 Role of facilitator
105
86 Corrective action teams CATs
107
87 Continuous improvements CITs
109
88 Good meeting guide
111
89 Chapter summary
112
Quality measurement and problemsolving
115
92 Statistical process control
116
106 Marketing quality assurance MQA
134
107 Collaboration of effort
136
108 Chapter summary
137
Investment in staff
139
112 Quality training needs
141
113 An analytical approach
142
114 Investor in people
144
115 Performance appraisal and reward
146
116 Payment systems
150
117 Development of a suggestion scheme
152
118 Chapter Summary
154
IMPLEMENTATION OF TOTAL QUALITY
157
TQM implementation
159
122 Understanding and commitment
162
123 Getting the management team on board
163
124 Planning the implementation
164
125 Quick wins
166
127 Review
167
Final thoughts
169
132 Groups and societies
170
133 Use of consultants
171
134 Quality of life
176
APPENDICES
179
A Glossary of terms
181
Problemsolving tools and techniques
187
B2 Brainstorming
189
B3 List reduction
190
B4 Paired comparisons
191
B5 Cause and effect diagrams
193
B6 Force field analysis
194
B7 Data collection
195
B8 Histograms
196
B9 Pareto analysis
197
B10 Charts
198
812 Failure mode and effect analysis FMEA
201
Further reading and video selection
203
Useful addresses and sources of further information
207
Index
211
Copyright

Common terms and phrases

achieve activities adopted agreed assessment behaviour benchmarking benefits brainstorm C/s C/s C/s causes CHAPTER SUMMARY chart commitment communications company's consultant continuous improvement teams corrective action team cost of Quality current performance customer requirements customer satisfaction customer survey customer-supplier chain Edwards Deming employees encourage ensure established example external customers failure costs Figure Force field analysis implementation of TQM important individual inputs internal introduced involved Ishikawa diagram issues Japanese leadership style management team meeting ment method mission statement Month non-conformance operating Pareto analysis particular performance appraisal performance measures planning Poka-yoke problem problem-solving product or service Quality Assurance Quality implementation team quality improvement Quality management system Quality policy questionnaire reduce registration responsibility result role senior managers small business manager staff standard Statistical process control success suppliers SWOT analysis team leader team members techniques tion Total Quality Management TQM implementation workforce

References to this book

Bibliographic information

TitleSmall Business Total Quality
AuthorN. Huxtable
Editionillustrated
PublisherSpringer Science & Business Media, 1994
ISBN0412602709, 9780412602702
Length240 pages
  
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