Table of Contents
List of Figures and Tables
Preface to the First Edition
Preface to the Second Edition
Acknowledgments
Chapter 1 How to Use This Book
The Tool Matrix
The Tools
Generic Tools
Chapter 2 Mega-Tools: Quality Management Systems
The Evolution of Quality
Total Quality Management
Quality Function Deployment
ISO 9000
Malcolm Baldrige National Quality Award
Benchmarking
Six Sigma
Lean Manufacturing
Combining Mega-Tools
Chapter 3 The Quality Improvement Process
The Benefits of an Improvement Process
A Generic Quality Improvement Process
The Ten-Step Quality Improvement Process
Tools for Team Effectiveness
Guidance Questions Checklist
Chapter 4 Quality Improvement Stories
Medrad, Inc.: Freight Processing Team
Pearl River School District
St. Luke’s Hospital: Charging Standards
ZZ-400 Manufacturing Unit
Other Improvement Stories
Chapter 5 The Tools
ACORN Test
Affinity Diagram
Thematic Analysis
Arrow Diagram
PERT Chart
Balanced Scorecard
Benchmarking
Benefits and Barriers Exercise
Box Plot
Brainstorming
Round-Robin Brainstorming
Wildest Idea Brainstorming
Double Reversal
Starbursting
Charette Procedure
Brainwriting
6—3—5 Method
Crawford Slip Method
Pin Cards Technique
Gallery Method
Cause-and-Effect Matrix
Checklist
Check Sheet
Defect Concentration Diagram
Contingency Diagram
Contingency Table
Continuum of Team Goals
Control Chart
Variable Control Charts
Y and R Chart
Y and s Chart
Chart of Individuals
Moving Average-Moving Range Chart
Target Chart
Attribute Control Charts
p Chart
np Chart
c Chart
u Chart
Short Run Chart
Group Chart
Other Control Charts
Correlation Analysis
Cost-of-Poor-Quality Analysis
Criteria Filtering
Battelle Method
Critical-to-Quality Analysis
Critical-to-Quality Tree
Cycle Time Chart
Decision Matrix
Decision Tree
Design of Experiments
Effective—Achievable Chart
Failure Modes and Effects Analysis (FMEA)
Fault Tree Analysis
Fishbone Diagram
Cause Enumeration Diagram
Process Fishbone
Time-Delay Fishbone
CEDAC
Desired-Result Fishbone
Reverse Fishbone Diagram
5W2H
Flowchart
Macro Flowchart
Top-Down Flowchart
Detailed Flowchart
Deployment Flowchart
Several-Leveled Flowchart
Force Field Analysis
Gantt Chart
Graph
Bar Chart
Dot Chart
Pie Chart
Line Graph
High—Low Graph
Histogram and Other Frequency Distributions
Polygon Chart
Stem-and-Leaf Display
Point Graph
Percentile Graph
Cumulative Distribution Function (CDF) Graph
Cumulative Polygon Graph
House of Quality
Hypothesis Testing
Importance—Performance Analysis
Is~Is Not Matrix
List Reduction
Matrix Diagram
Meeting Evaluation
Mind Map
Mistake-Proofing
Multi-Vari Chart
Multivoting
Sticking Dots
Weighted Voting
Multi-Stage Picking-Out Method (MPM)
Nominal Group Technique (NGT)
Normal Probability Plot
Probability Plot
Quantile-Quantile Plot
Operational Definition
Paired Comparison
Forced Choice
Numerical Prioritization
Pareto Chart
Weighted Pareto Chart
Comparative Pareto Charts
Performance Index
PGCV Index
Plan—Do—Study—Act Cycle
Standardize—Do—Study-Adjust Cycle
Plan—Results Chart
PMI
Potential Problem Analysis
Presentation
Prioritization Matrix
Analytical Criteria Method
Consensus Criteria Method
Combination ID/Matrix Method
Process Capability Study
Process Decision Program Chart
Project Charter
Project Charter Checklist
Radar Chart
Regression Analysis
Relations Diagram
Matrix Relations Diagram
Repeatability and Reproducibility Study
Requirements Table
Requirements-and-Measures Tree
Run Chart
Sampling
Scatter Diagram
SIPOC Diagram
Stakeholder Analysis
Storyboard
Stratification
Survey
Questionnaire
E-Survey
Telephone Interview
Face-to-Face Interview
Focus Group
Table
Tree Diagram
Two-Dimensional Chart
Value-Added Analysis
Voice of the Customer Table
Why—Why Diagram
Wordsmithing
Work-Flow Diagram
Appendix
Table A.1: Table of Area Under the Normal Curve
Table A.2: Control Chart Constants
Resources
Index