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ASQ Quality Press - Charles G. Cobb

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264 pages

English

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As the face of business continues to change, organizations are looking for new ways to remain competitive and profitable. Many businesses have succumb to the "program du jour" management trap, jumping from one management philosophy to the next looking for the ultimate solution. ISO 9000, Baldrige, Six Sigma…which is the best program for your company? From Quality to Business Excellence: A Systems Approach to Management demonstrates how these and other management philosophies compliment each other and form the basis for a new systems approach to management. By better understanding how these approaches all potentially fit together, managers will be able to use these tools more effectively in a much more integrated approach. From Quality to Business Excellence will show how to integrate a management approach using a variety of methods to bring the most out of your business. COMMENTS FROM OTHER CUSTOMERS Average Customer Rating: (5 of 5 based on 2 reviews) "This is a great book! It does a very effective job of integrating quality concepts into the notion of Business Excellence. The book recommends a systems approach to management systems design and covers a broad range relevant topics. The author backs up his recommendations with a fair amount of actual cases. End notes itemize a broad range of references that can be used to gain more in-depth knowledge about the topics. The book is loaded with figures and tables to make the material understandable. This is good reading for business professionals. If you want to get your line managers hooked on quality get them a copy of this book." A reader from New Hampshire" An excellent book for the new direction of quality implementation. Quality is becoming part of business that is responsible for improving its bottom line results rather than policing its activities. I found the book easy to read and very informative." Ahmed Almaziad – Riyadh, Saudi Arabia Benefits: Shift from a narrow, compliance-orientation to Quality Management to a high-impact, continuous improvement orientation that drives business resultsliLearn how to apply the right management tools to your situationliCreate your own high performance management system to last for decadesliUse Information Technology More Effectively to Drive Business ResultsliBuild in the capability to absorb new techniques as they emergeliAvoid gut-wrenching (and costly) restarts to accommodate new methods and standards. Contents: Introduction (Historical Backgrounds and Trends, A Vision for the Future), Quality Systems Background (ISO 9000, Baldrige, Compliance vs. Continuous Improvement), Management Approach, Designing Integrated Management Systems Strategic Planning, Alignment, and Metrics Integrated Process Improvement Approach, The Role of Information Technology Other Enablers and Constraints Putting it All Together Keeping the Process Moving Overall Summary (Integrated Systems Approach, Business Systems Engineering)

Sujets

Business

Qualité, hygiène, sécurité, environnement

Gestion et management

Economics

Management

Informations

Publié par	ASQ Quality Press
Date de parution	19 décembre 2002
Nombre de lectures	0
EAN13	9781636940557
Langue	English
Poids de l'ouvrage	1 Mo

Informations légales : prix de location à la page 0,2800€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

Extrait

From Quality
to Business
Excellence
A Systems Approach
to ManagementAlso Available from ASQ Quality Press:
The Executive Guide to Improvement and Change
G. Dennis Beecroft, Grace L. Duffy, and John W. Moran
The Change Agent’s Guide to Radical Improvement
Ken Miller
The Change Agents’ Handbook: A Survival Guide for
Quality Improvement Champions
David W. Hutton
Managing Change: Practical Strategies for Competitive Advantage
Kari Tuominen
Quality Problem Solving
Gerald F. Smith
Root Cause Analysis: Simplified Tools and Techniques
Bjørn Andersen and Tom Fagerhaug
Principles and Practices of Organizational Performance Excellence
Thomas J. Cartin
Six Sigma Project Management: A Pocket Guide
Jeffrey Lowenthal
Customer Centered Six Sigma: Linking Customers,
Process improvement, and Financial Results
Earl Naumann and Steven H. Hoisington
ISO 9001:2000 for Small and Medium Sized Businesses
Herbert C. Monnich, Jr.
The Certified Quality Manager Handbook, Second Edition
Duke Okes and Russell T. Westcott, editors
To request a complimentary catalog of ASQ Quality Press publications,
call 800-248-1946, or visit our Web site at http://qualitypress.asq.org .From Quality
to Business
Excellence
A Systems Approach
to Management
Charles G. Cobb
ASQ Quality Press
Milwaukee, WisconsinFrom Quality to Business Excellence
Charles G. Cobb
Library of Congress Cataloging-in-Publication Data
Cobb, Charles G., 1945–
From quality to business excellence : a systems approach to management
/ Charles G. Cobb.
p. cm.
Includes bibliographical references (p. ) and index.
ISBN 0-87389-578-9
1. Total quality management. 2. Organizational effectiveness. I. Title.
HD62.15.C563 2003
658.4'013—dc21
2002156211
© 2003 by ASQ
All rights reserved. No part of this book may be reproduced in any form or by any means,
electronic, mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher.
10987654321
ISBN 0-87389-578-9
Publisher: William Tony
Acquisitions Editor: Annemieke Koudstaal
Project Editor: Paul O’Mara
Production Administrator: Gretchen Trautman
Special Marketing Representative: David Luth
ASQ Mission: The American Society for Quality advances individual and organizational
performance excellence worldwide by providing opportunities for learning, quality
improvement, and knowledge exchange.
Attention: Bookstores, Wholesalers, Schools and Corporations: ASQ Quality Press books,
videotapes, audiotapes, and software are available at quantity discounts with bulk purchases
for business, educational, or instructional use. For information, please contact ASQ Quality
Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI
53201-3005.
To place orders or to request a free copy of the ASQ Quality Press Publications Catalog,
including ASQ membership information, call 800-248-1946. Visit our web site at
www.asq.org or http://qualitypress.asq.org .
Printed in the United States of America
Printed on acid-free paper
Quality Press
600 N. Plankinton Avenue
Milwaukee, Wisconsin 53203
Call toll free 800-248-1946
Fax 414-272-1734
www.asq.org
http://qualitypress.asq.org
http://standardsgroup.asq.org
E-mail: authors@asq.orgDedication and
Acknowledgements
would like to dedicate this book to the memory of Professor Charley
Osborne. Charley was my faculty adviser at Babson College when I didImuch of the studies and research that ultimately led to this book.
Charley was a man of unbounded energy, enthusiasm, and vision. He
received numerous faculty awards at Babson for the inspiring leadership he
provided to many students. He fought bravely against Lou Gehrig’s disease
(ALS) and passed away late in 2001. He will be sadly missed by the many
people he inspired, including me.
I want to acknowledge the faculty and staff of Babson College, where I
received a Certificate in Advanced Management in 1998. Babson is noted
among business schools for entrepreneurship and encourages students to
develop and explore new ideas. A number of people on the Babson faculty
encouraged me and helped me to develop many of the ideas in this book.
Dave Kopcso was one of my professors at Babson and jointly wrote a paper
with me on the Microsoft “.Net” architecture that was used as the basis of
the section in this book on “Standards-Based Business Processes and
Systems.” Dave’s courses always “pushed” the envelope of new technology
and helped students see how to apply it to business situations. Bob Reck
was also a big inspiration early in my studies at Babson in the reengineering
area, and Donna Stoddard sponsored the work I did as a research associate
on ERP systems that is the basis of some of the material in chapter 7.
There are many people who contributed to the development of the
ideas in this book that I would like to specifically recognize:
• Jerry Butler—Jerry has been my manager at several points in my
career and has given me a lot of good advice and mentoring over
the years. In particular, he was the Vice President of Operations at
Brite Voice Systems when I was working for him as the Director of
vvi Dedication and Acknowledgments
Quality, and he knows first hand how difficult this is to put into
actual practice. Jerry’s advice and input in the development of this
book has been invaluable.
• Lav Gandhi, Bill Bishop, and Dorothy Crooks are colleagues of
mine who fully understand these concepts and are working to put
them into practice through the Ellicott Group and the Business
Excellence Group. They reviewed the manuscript for this book and
made a number of contributions to its content. Bill led a very large
business system project with Daimler-Chrysler Services Asia
Pacific that is documented in Chapter 4.
Numerous other people reviewed the manuscript for this book and
provided helpful comments, suggestions, and inputs, including:
• Mike Katzorke and Bryan Blunt at Cessna Aircraft
• Marty Lustig and Robin Carlson at Sprint
• Leanne McAlister at Daimler-Chrysler Services Asia Pacific
• Gene Hutchison at SBC
• Roger Quayle at OMI
• Marty Snyder at Avaya
• Jack Aiken; Steve Curran; and my wife, Donna Caswell-Cobb
I also want to acknowledge the many customers I have worked with
over the past four years who have given me the opportunity to work with
them and to put some of these ideas into practice. And, finally, I want to
acknowledge the many quality professionals and management consultants
who have developed the foundation of knowledge that exists today. This
book builds on the ideas of many others and synthesizes those ideas into an
overall vision. Without their work and contribution, this book would not
have been possible.Table of Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Historical Background and Trends . . . . . . . . . . . . . . . . . . . . . . 2
The Evolution of the “Systems” Approach
to Quality Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Converging Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
AVision for the Future . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
The Importance of Systems Thinking . . . . . . . . . . . . . . . . 10
Designing Integrated Management Systems . . . . . . . . . . . 12
Examples of Integrated Management Systems . . . . . . . . . . . . . 17
Sprint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Cessna Aircraft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2. Quality Standards Background . . . . . . . . . . . . . . . . . . . . . . . 21
ISO 9000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
General Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Evolution of the ISO 9000 Standard . . . . . . . . . . . . . . . . . 23
The Year 2000 Version of the
ISO 9000 Standard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Industry-specific ISO 9000 Variations . . . . . . . . . . . . . . . 27
Malcolm Baldrige Criteria for Performance Excellence . . . . . . 27
Comparison of ISO 9000 and Baldrige . . . . . . . . . . . . . . . . . . . 30
Compliance vs. Continuous Improvement Standards . . . . . . . . 32
3. Management Approach 35
Leadership and Management Balance . . . . . . . . . . . . . . . . . . . . 37
Shift to a Customer Focus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
The Role of Customer Value . . . . . . . . . . . . . . . . . . . . . . . 42
Value Disciplines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
viiviii Table of Contents
Shift to a Process-Centered Orientation . . . . . . . . . . . . . . . . . . 46
Shift to a Systems Thinking Approach . . . . . . . . . . . . . . . . . . . 48
Creation of a Learning Organization Environment . . . . . . . . . . 54
4. Designing Integrated Management Systems . . . . . . . . . . . . . 59
The Role of Quality Standards and Best Practices . . . . . . . . . . 62
Enterprise Modeling and Process Mapping . . . . . . . . . . . . . . . . 68
Enterprise Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Process Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
An Example—Daimler-Chrysler Financial Services
Asia/Pacific . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Lifecycle Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Technology Lifecycles . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Product/Project Lifecycles . . . . . . . . . . . . . . . . . . . . . . . . 85
The Value of a Lifecycle Model . . . . . . . . . . . . . . . . . . . . 88
Implementation Strategies . . . . . . . . . . . . . . . . . . . . . . . . . 90
5. Strategic Planning, Alignment, and Metrics . . . . . . . . . . . . . 93
The Role of a Strategic Plan . . . . . . . . . . . . . . . .