Quality Management (Principles & Techniques)
By: Geoff Vorley and Fred Tickle
INTRODUCTION
Quality Management is a dynamic subject continually evolving in response to a rapidly changing world. This book now in its fourth edition has reflected those trends and changes by presenting not only the theory but the practice of implementation, hence its title. In this book you will find the whys and the hows without being over prescriptive.
That is why this book has become a standard for Universities and Colleges teaching Quality Management. In particular the book covers the latest syllabus for the Chartered Quality Institute examination Certificate in Quality Management. It also complements its sister publications the Quality Management Series of books which together cover the requirements of the Chartered Quality Institute Diploma syllabus. The book is over 500 pages long and contains some 140 diagrams and 70 tables.
In addition to updating the text to address the revised standard ISO 9001:2000 new sections have been added including the use of the Internet and Intranets for managing the QMS.
This book gives a practical approach to Quality Assurance. Not only for the benefit of Quality Managers but also those who wish to familiarise themselves with the latest information and techniques in the field. It forms an ideal reference for the introduction of any Total Quality Initiatives and is used at Universities, particularly for MBA courses, including Surrey University.
The book gives a rounded view of the various systems, techniques and approaches associated with Quality Management and allows the reader to evaluate and select the best for particular situations.
Subjects covered in this book include:
- Quality Management Systems based on ISO 9001:2000
- Customer satisfaction
- European Quality Award
- Quality philosophies of Deming, Juran, Feigenbaum, Crosby, Ishakawa and Taguchi
- Quality Improvement tools and techniques such as QFD, FMEA, Quality
- Planning, Root cause analysis, Cost of Quality, etc.
- Purchasing Control and QS9000
- Legal aspects of quality management
- Computer aided quality control
THE AUTHORS
The book was intended to be written in a way that hopefully makes the various techniques and approaches to quality assurance self explanatory. However, if the reader has any problems with the contents or has a quality problem or issue that they would like to discuss further, please do not hesitate to contact us. We can be contacted via the publishers, or email us on help@qmt.co.uk. We welcome the opportunity to discuss quality issues.
The book has been written by Geoff Vorley and Fred Tickle with contributions from Mary Brightman, Mary-Clare Bushell, John Lewis, Edda Saunders and Penny Simmons.
INFORMATION
PRICING
Contents List
Introduction to Quality Management (Principles & Techniques) 3
Introduction to Quality Management 6
Quality Definitions 11
Part A - Quality Management Systems 17
Quality Management System Standards 18
History of the ISO 9000 Standard 22
Overview of ISO 9001 31
Interpretation of individual ISO 9001 requirements 33
Software Quality Assurance 104
Project Quality Assurance 127
Implementation of a Quality Management System 137
An Integrated Management System 145
Limitations of the Management System 151
System Review and Evaluation 161
Quality Audit 161
Accreditation of Certification Bodies 164
ISO10011 Auditing Quality Systems 173
Typical Audit Sequence 180
Part B - Quality Improvement 195
Quality Philosophy 196
Philip C. Crosby - Zero Defects 197
W. Edwards Deming - 14 points 200
A. V. Feigenbaum - Total Quality Control 203
Juran - Breakthrough and Control 205
K. Ishikawa - Quality Circles 207
Genichi Taguchi 214
Quality Improvement Initiatives & Techniques 219
Introduction 219
Quality Improvement Profiles 227
Quality Improvement Techniques 236
Business Process Analysis 244
Customer Satisfaction 261
Process Flow Charting 311
Quality Awards Schemes 323
Root Cause Analysis 361
Part C - Quality Issues 385
Supplier Quality Assurance 386
A Basic Purchasing Control System 386
Supplier Quality Assurance 392
Just in Time 404
Statistical Quality Control 409
Process Capability Studies 410
Statistical Quality Control 417
Cost of Quality 448
Prevention, Appraisal and Failure Model 451
Process Quality Costs Model 462
Profit/Cost Model 469
Quality Assurance and the Law 473
Criminal Law 473
Civil Law 474
The Law of Contract 475
The Law of Negligence 477
CE Marking 481
Computer Aided Quality Assurance 489
World Wide Web and Quality Assurance 494
Intranetting the (Quality) Management System 497
Index 508
ExtractS from the book
Introduction
Quality Management (Principles & Techniques) is now in its fourth edition. Why? It could be considered that quality management ought to be static - "right first time" and yet we are at issue four of this book (in nine years!). Wasn’t the book correct in the first place? Well, in defence, the subject has evolved, large changes have taken place since the third edition in 1996. Some key changes have been made - the latest revision of ISO 9000, Integrated Management Systems1 (IMS), the Law and use of computers and Internet in Quality Assurance, all of which are addressed in this new edition. ISO 9001 is now often used as the basis for organisation’s second party certification (purchasing) standard, e.g. QS9000 automotive, D19000 Aerospace - Boeing. There have also been significant sociological changes, with organisations placing much greater emphasis employee involvement, on satisfying their customers and understanding their customer needs. It is for this reason that additional information has been provided for reviewing and explaining various approaches that organisations have successfully employed. So why four editions? Well put simply the subject has evolved and will continue to do so.
Clearly the largest, most recent shift in QA thinking was ISO 9001. Many people have been predicting ISO 9001's demise but no obituaries have yet been written, in fact quite the reverse, it is expanding rapidly into many countries. ISO 9001 has its warts, as discussed in the section Limitations of the Management Systems approach but in spite of these problems it has consistently been retained by organisations. Cynics may say this is just because of fear - the effect on customers if ISO 9001 registration is lost. It is difficult to believe that hard nosed business people would retain the standard for only this reason. They retain the standard because it is of benefit (profit). As Abraham Lincoln said "You can fool some of the people some of the time but you cannot fool all of the people all of the time" So as ISO 9001 has been around for fifteen years or so and it has not been dropped then the approach must have merit. So what is next, is there another ISO 9001 around the corner or some other major quality improvement technique? Well, just maybe - the focus on the customer and process improvement will continue to be key, although possibly achieved through much greater responsiveness as a result of the growth of the Internet.
Nevertheless, it should be remembered that there are an enormous number of different approaches that can be adopted in achieving that elusive objective ‘quality’. It is a never-ending quest with a whole variety of methods and techniques, some complimentary, some conflicting (examination of the Quality Philosophy section will show that even influential individuals cannot agree as to what the correct approach is). The objective of this book is to give a rounded view of the various systems, techniques and approaches available, providing the opportunity to evaluate all these different approaches and to select the most suitable for a particular set of circumstances.
There can be no one solution or approach to achieving quality because it can never ever be completely achieved. There will always be new advances and improvements. A friend and colleague once said "You know, this Quality Assurance thing's OK, but I'll give it a year or three and something else will come along!" That statement was made some 30 years ago, which makes the statement approximately 28 years out, with time the statement will become even more inaccurate. There are representations of Egyptian masons measuring the sizes of blocks of stone to build the pyramids - so quality control (assurance) was undertaken in those days. With technology and the general public demanding ever higher quality and performance standards, then quality assurance will need to be in place. It may be in a different guise - process improvement etc. but nevertheless, just as essential today as it was in the past and will be in the future.
The book has been split into three basic sections:
Part A:
A general Introduction to Quality Assurance, discussing the historical trend that quality assurance has followed and a view on what the future direction could be. An interpretation of key quality definitions is also provided, to help cut through some of the jargon associated with Quality Assurance (QA).
Quality Management System (QMS), the systems or QMS model approach to QA, including what QMSs are available and appropriate. How these QMSs are interpreted, implemented and monitored (audited) in particular organisations (not only manufacturing organisations but service and software). An integrated management system approach can include other key areas of an organisation’s business, e.g. Health & Safety, Security, Training, Environment etc.
Part B:
Motivation for quality, an examination of quality philosophy and the various approaches suggested by influential individuals.
Quality Improvement (QI) or Total Quality Management (TQM), describing what QI is, the approach and means of introduction and implementation, including the various techniques associated with QI.
Part C:
A general section including such topics as:
- Purchasing Control, how suppliers can be selected, controlled and their performance (service, cost and delivery) improved.
- Statistical Quality Control (SQC), some of the methods that can be used to control and improve process performance.
- Cost of Quality, how the Quality Department can make an active contribution towards the profitability of an organisation.
- Computer Aided Quality Assurance, how computers can be used in the quality environment and what are the advantages and disadvantages.
- Law and Quality Assurance; Criminal and Civil Law, Product Liability and the implication of these various directives on the Quality Department and organisations.
Back to the top of the page |
