The Quality Improvement Handbook: Team Guide to Tools and Techniques

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