Probabilistic Networks and Expert Systems

As the authors note in the Preface, “Courses on Quality are generally taught in two different ways: ‘technique-oriented’ courses that emphasize statistical tools, and ‘management-oriented’ courses that stress the managerial aspects of quality. This book is intended as a main text for a managerial-oriented course on quality.” For the statistical approach, the authors refer you to their other book, Statistical Quality Control: Strategies and Tools for Continual Improvement (Ledolter and Burrill 1999). The book does an excellent job of achieving its objective. Through a large number of examples and case studies, it covers a wide range of managerial topics in 624 pages, six sections of 24 chapters. The sections are “Introduction to Quality,” “Process View of Quality,” “Management Issues in Achieving Quality,” “Stabilizing Quality,” “Improving Quality,” and “Conclusion— Optimism for the Future.” There is also an appendix with eight case studies. I was surprised that there were no mentions of the ASQ CertiŽ ed Quality Manager certiŽ cation since the book covers most, if not all, of the topics needed for that certiŽ cation. It also covers not just manufacturing quality but “all aspects of quality: quality of goods, services and information.” There are more services and information examples than in most comparable books. There are many examples in the text and many exercises and additional readings at the end of each chapter. Since the book was copyrighted in 1999, there are even exercises speciŽ cally asking for an Internet browser search. Although this part of the book is very up to date, many of the examples are not. Chapter 3 uses examples ranging from 1982–1993. Although they may be good examples, I wonder if the improvements noted have been maintained. The examples are also a good mix of Japanese and American companies— although with the current problems in Japan I would have like have preferred to see even fewer Japanese examples. Section IV on stabilizing quality has four chapters devoted to various statistical methods. Since this is not a statistically focused book, the topics are covered with a minimum of mathematics. However, they are covered in the depth appropriate for a management course. Interpretations are given, and shortcomings are noted. The book even covers new statistical topics like Cpm and Six-Sigma. In fact the entire book gives a very balanced description of various topics. Chapter 6 gives deŽ nitions of quality by Deming, Juran, Feigenbaum, Crosby, Ishikawa, and ISO 8402. Each deŽ nition includes a discussion. For example, the Deming discussion notes “some troublesome inconsistencies in Deming’s comments,” and Juran’s deŽ nition includes a 1993 modiŽ cation. It is good to see that all points of view are covered and each is critiqued. Overall this a very good, balanced, and comprehensive management book. Even the statistical quality control section is very well done. I recommend this as a college textbook or as a manager’s reference. It could even be used to supplement study for the ASQ CertiŽ ed Quality Manager.