Six Sigma and Related Studies in the Quality Disciplines

256 pages

English

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256 pages

English

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Description

The latest release in the Best on Quality series offers a collection of articles and papers that offer knowledge of Six Sigma and its applications, along with related disciplines. The book provides information that is useful in a wide variety of enterprises and a global perspective with papers from Denmark, Australia, China, Sweden, Singapore, and the United States. Many chapters included in this volume will serve as useful instruction for a more complete knowledge of Six Sigma and its applications in addition to others that place emphasis on various aspects of quality improvement and management.The articles cover topics that include: reduction of variation and its relationship to Deming’s concept of profound knowledge, seven strategies that are common among companies implementing Six Sigma, Six Sigma’s applications in service industries, possible limitations of Six Sigma, contributions from standards to quality and safety of products and services, the Danish concept of Total Involvement in Quality, customer focus and competitiveness, and ethics and quality.

Sujets

Business

Qualité, hygiène, sécurité, environnement

Gestion et management

management

Economics

Leadership

Informations

Publié par	ASQ Quality Press
Date de parution	13 novembre 2002
Nombre de lectures	0
EAN13	9781636940564
Langue	English

Informations légales : prix de location à la page 0,2500€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

Extrait

Six Sigma and Related Studies in the Quality Disciplines

Also available from ASQ Quality Press:

Deﬁning and Analyzing a Business Process: A Six Sigma Pocket Guide Jeffrey N. Lowenthal

Six Sigma for the Ofﬁce: A Pocket Guide Roderick A. Munro

Six Sigma for the Shop Floor: A Pocket Guide Roderick A. Munro

Six Sigma Project Management: A Pocket Guide Jeffrey N. Lowenthal

The Six Sigma Journey from Art to Science Larry Walters

Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven Hoisington

The Best on Quality,Volume 13 International Academy for Quality Kenneth Stephens, editor

To request a complimentary catalog of ASQ Quality Press publications, call (800) 248-1946, or visit our Web site at http://qualitypress.asq.org.

SIX SIGMA AND RELATED STUDIES IN THE QU ALITY DISCIPLINES

Edited by Dr. Kenneth S. Stephens

The Best on Quality

Book Series of the International Academy for Quality

Vol. 14

ASQ Quality Press Milwaukee, Wisconsin

ISBN 0-87389-583-5

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.

Publisher: William A. Tony Acquisitions Editor: Annemieke Koudstaal Project Editor: Paul O’Mara Production Administrator: Gretchen Trautman Special Marketing Representative: Robin Barry

ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through 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 on acid-free paper

Quality Press 600N. 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.org

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About the Editor

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Acknowledgments

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 1: On the Profound Knowledge of Variation BYBOBERGMAN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 2: Six Sigma BYFREDC. HEROLDIII, PATCARDEN,ANDKENSTEPHENS. . . . . . . . . . . . . . . . . .

Chapter 3: Six Sigma Improvement Implementation and Organizational Quality Cultural Change BYSCOTTL.WISE ANDKENSTEPHENS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 4: Six Sigma: Implementation Strategies for Sustainable Success BYGREGORYH.WATSON. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 5: Implementation of Six Sigma Methodologies in a Company Culture BYRYANJ. NICHOLS ANDKENSTEPHENS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 6: Six Sigma Drives Performance Excellence in Service Organizations BYCHARLESAUBREYII . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 7: Six Sigma and Excellence in Performance: A Strategic Assessment BYT. N. GOH. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 8: Standards As Drivers of Quality and Safety (A Historical Perspective from Biblical Times to the Six Sigma Era) BYLOUMAGRITZER, MERVBURT,ANDJICHAOXU. . . . . . . . . . . . . . . . . . . . . . . .

vii

xii

xiv

113

129

Contents

Chapter 9: Improvements As a Way of Life—Results, Obstacles, and Possibilities—Experiences and Examples from a Scandinavian Horizon BYOVEHARTZ ANDKERSTINJÖNSON. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 10: A Route to Understand and Improve Quality—How Post Denmark Achieved Total Involvement in Quality BYJENSJ. DAHLGAARD ANDLARSNILSSON. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 11: Customer Focus and Competitiveness BYGREGORYH.WATSON. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 12: Ethics in the Quality Movement BYJOHND. HROMI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About the Contributors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

157

171

195

221

231

237

Preface

The International Academy for Quality (IAQ), in conjunction with ASQ Quality Press, brings to the quality arena yet another volume in this annual series. This is Volume 14, although it may not appear to be on the surface or in outward appear-ances. It represents a further face-lifting from that of Volume 13 and earlier vol-umes in at least two signiﬁcant ways: (1) a title that represents subject matter, and (2) a softbound, handy, less-expensive edition with newly designed cover. But this volume, like its predecessors, is full of gems on the quality disci-plines, representing contributions by IAQ academicians and associated coau-thors, in some chapters. Many of the papers express global views on these subjects. They are practical, thought-provoking, current, and profound (based on sound theory). They represent, literally, hundreds of years of collective expe-rience on the part of the authors, who are among the world’s greatest minds in the quality disciplines. The global perspective is provided by authors from the United States, Australia, Sweden, Denmark, China, and Singapore. This volume has been organized into a single section with 12 chapters. As one of the goals of the Six Sigma approach is the reduction of variation, author Bergman presents in chapter 1 a profound exposition on variation and its relationship to other areas of Deming’s profound knowledge. This knowl-edge is a prerequisite to success in any Six Sigma effort, as author Bergman elab-orates in his paper. Authors Herold, Carden, and Stephens set the stage for the Six Sigma dia-logue in chapter 2. It describes the Six Sigma approach in terms of manage-ment strategies, process management, continuous improvement, enabling elements, and business results. Six Sigma is seen as “a comprehensive approach to managing quality and delivering business results.” In chapter 3, authors Wise and Stephens continue the exposition of Six Sigma with discussions of deﬁnitions and principles, its place in quality man-agement, its beneﬁts, its structure and methodology, its time and resource requirements, success factors, its suitability, and its training approaches and resources. They present an application to high-speed process environments and conclude with a discussion of future challenges. In chapter 4, author Watson (in the ﬁrst of his two contributions to this printed volume) “identiﬁes seven strategies that are common among successful companies in the implementation of Six Sigma.” Six Sigma is seen as supple-menting “the fundamental business processes that operationally deﬁne an orga-nization’s mission.” Implementation of Six Sigma methodologies in a company culture is the sub-ject of the paper by authors Nichols and Stephens in chapter 5. Emphasis is on implementation that includes approach, structure, objectives, and even mis-takes that serve as corporate (and hence, reader) learning.

viii

Preface

In chapter 6, author Aubrey presents the service side of Six Sigma applica-tions with two corporate examples. He emphasizes a standard body of knowl-edge and suggests “that Six Sigma (the body of knowledge) is the tested best practices of TQM.” He argues that the same body of knowledge is applicable to both service and manufacturing. Author Goh makes a critical assessment of Six Sigma in chapter 7, highlight-ing potential and possible limitations of Six Sigma applications, especially to knowledge-based environments. He presents a comprehensive list of factors that contribute to the Six Sigma potential and also lists and discusses some common attributes of Six Sigma implementations that can serve as pointers for better practices. He presents a graph on the promulgation of Six Sigma books. In chapter 8, authors Magritzer, Burt, and Xu argue the case for standards in contributing to both quality and safety. They trace standards developments and applications over numerous decades. They still see the need for an interna-tional standard for “integrated management systems.” They also review Six Sigma developments in Australia and China. In chapter 9, authors Hartz and Jönson present a systematic improvement approach, describing some basic principles and methodologies for the improve-ment process as well as examples in Danish companies. Project-by-project improvement and self-assessment against award criteria are discussed. Authors Dahlgaard and Nilsson continue the dialogue on improvement and the use of award criteria in chapter 10 with an exposition of a corporate example, to Post Denmark. TQM was embraced with a name change to total involvement in quality (TIQ) and a self-assessment to excellence award criteria was instituted. In chapter 11, author Watson (in his second of two contributions to this printed volume) looks at the subject of customer focus and competitiveness. Using the Kano Theory of Attractive Quality as a springboard, he examines the importance of product design (and innovation) on customer satisfaction and competitiveness and links this to value propositions of other theories. He also examines the “design gap” and the “conformity gap” of customer quality. He examines short- and long-term variation and the impact of process shift on high-performance processes. In chapter 12, author Hromi addresses ethics in the quality movement. He examines codes of ethics of professional societies as well as codes of conduct of Fortune 500 companies. The disciplines of quality from management, to standards, to approaches such as continuous improvement and Six Sigma are seen as “enablers” of ethical practices. All of the above papers will serve as useful instruction for a more complete knowledge of Six Sigma and its applications. Some of the latter chapters, from chapters 9 to 12, place emphasis on various aspects of quality improvement not necessarily referencing Six Sigma extensively, but with an emphasis on quality

Preface

improvement so central to the purpose of Six Sigma. It should also be under-stood that while the Six Sigma initiative is known globally, it is not always used as the name of the effort being made in the application of the quality disci-plines, including quality management. Before closing this section of the preface, I want to bring to our readers’ attention a concern that I have with respect to some usages in the Six Sigma discipline. It was my privilege to be asked to make some remarks concerning the future of Six Sigma, to be published in the inaugural issue of ASQ’s new 1 magazine,Six Sigma Forum.In those remarks, I argued that as a quality pro-fessional there is an aspect of Six Sigma, as presently practiced, that goes beyond the name, that disturbs me. As a profession over many years (for ASQ since 1946) we have endeavored to maintain accuracy of principles, tools, and techniques. This, unfortunately, is not being maintained by some practices of Six Sigma. I referred to this as “The Six Sigma Dilemma,” and present the argu-ment at the end of this preface with that heading. All in all, a wealth of knowledge is contained in this volume of cogent, cur-rent, profound papers on the quality disciplines. They provide information that is useful to a wide variety of enterprises. They further exemplify the mission of the IAQ (as per Article 2 of IAQ’s bylaws) as follows:

“TheMissionof the IAQ is to fully utilize the leadership of the acade-micians, individually and in teams, to advance, worldwide, the knowl-edge, understanding, and communication of the philosophy, theory, and practice of all activities involved in achieving quality for the ben-eﬁt of people.”

And this volume is brought to the quality profession in keeping with the IAQ vision (also as per Article 2 of IAQ’s bylaws) as follows:

1. The IAQ is an international organization and will be a leader in foster-ing international cooperation in issues related to quality.

2. The IAQ will foster the use of quality principles, techniques and tools for:

• resolution of global conﬂict;

• the effective and efﬁcient use of all resources needed to support human life, throughout the world;

• the solution of social issues such as the management of work within organizations, the use of quality in all forms of organized endeavor and in the value systems;

• the solution of issues relating to developing and using resources to support human life.