Index
Quality Management: Tools, Methods, and Standards
ISBN: 978-1-78769-804-8, eISBN: 978-1-78769-801-7
Publication date: 9 May 2019
This content is currently only available as a PDF
Citation
(2019), "Index", Sartor, M. and Orzes, G. (Ed.) Quality Management: Tools, Methods, and Standards, Emerald Publishing Limited, Leeds, pp. 281-293. https://doi.org/10.1108/978-1-78769-801-720191017
Publisher
:Emerald Publishing Limited
Copyright © 2019 Emerald Publishing Limited
INDEX
Absolute frequencies
, 38
AccountAbility 1000 (AA 1000)
, 278–279
Actions
, 179
plan development
, 71–72
Affinity diagram
, (see KJ technique)
Alternative hypothesis
, 49
American Productivity and Quality Center (APQC)
, 104
Analysis of variance (ANOVA)
, 161, 163–164
Analytic hierarchy process (AHP)
, 87
Analytical benchmarking
, 103–104
Andon systems
, 147
Annex SL in ISO/IEC Directive
, 217–218, 262
Antecedents
, 203–207
Antecedents–process–consequences framework
, 203
Approval and publication
, 191
Artificial performance optimization
, 167
Audit(s)
, 191
certification
, 240
criteria
, 256
external
, 191
initial
, 240
internal
, 191, 238
preliminary
, 240
second-party
, 191
surveillance
, 240
third-party
, 191
Autonomation
, 147–148
Balanced scorecard (BSC)
, 55–56
communication and connection
, 63–66
incentive schemes
, 66
measurement perspectives
, 56–62
overcoming design issues
, 73–74
overcoming implementation problems
, 74–75
overcoming usage issues
, 75–76
personal
, 66
performance management through
, 66–73
strategy map
, 62–63
success
, 73–76
theoretical bases
, 55–57
Balanced standards
, 190
Basic attributes (B)
, 86
Benchmarking
, 91
analytical
, 103–104
approaches
, 95–98
characteristics
, 94–95
methodology for implementation
, 100–106
object
, 98–100
origins and evolution
, 92–94
PDCA cycle
, 104–106
synthetic
, 100–103
Bernoulli random variable
, 42
Best practices
, 103
benchmarking
, 95
Binomial distribution
, 43
Black belt (role)
, 155
“Black box” process
, 176
Box and whiskers plot (Boxplot)
, 39–40
British Standard Institution
, 16, 187, 200, 246
BS 5750 standards
, 187
BS 7799–2: 1998 “Information security management system–Specifications” standard
, 246
Bureau Technique (BT)
, 190
Business
evaluation systems
, 57
excellence models
, 17–18
objectives
, 171
processes
, 209–210
strategy in daily operations
, 71
Business Process Management Software
, 181
Business process reengineering tools (BPR tools)
, 98
Business-to-business (B2B)
, 10
Buyer’s risk
, (see Consumer risk)
“Catch-up growth” process
, 9
Causal relationships, identification of
, 67–70
Cause–effect diagrams
, 160
Certification
, (see also International Organization for Standardization (ISO))
audit
, 240
body
, 239
OHSMS
, 239–241
process
, 191–193, 204
Champion (role)
, 154–155
Chemical sector
, 212
Chi-square distribution
, 45
Child labor
, 266–267
China Social Compliance 9000 for Textile and Apparel Industry (CSC9000T)
, 279
“Classic” statistics-based quality
, 18
Coercive power
, 29–30
“Cogent” documentation
, 195
Coherence, high strategic
, 211
Collective bargaining, right to
, 268–269
Communication
, 74
of BCS
, 63–66
for ISMS
, 254
of objectives and measures
, 64
SA 8000 standard
, 275–277
systematic
, 208–209
Competitive benchmarking
, 93, 96
Comprehensive benchmarking project
, 95
Compulsory certificate
, 188
Confidence intervals
, 47–48
Consumer risk
, 50
Context
, 221
of organization
, 218, 249–250
Continuous distribution
, 43
Continuous process improvement (CPI)
, 131
Control limits
, 51–52
Corporate image and reputation
, 210
Corporate social responsibility (CSR)
, 18, 265
standards/codes of conduct
, 278–279
Correlation
analysis
, 241
coefficient
, 41
matrix
, 41, 81, 88–89
Cost
, 164
of certification
, 205
Council on Economic Priorities Accreditation Agency
, 265
Critical components characteristics
, 79
Critical product requirements
, 79
Critical to quality (CTQ)
, 158
Criticality
, 30
Customer
, 31, 194
perspective, ISO 14001
, 210–211
perspective of BSC
, 59–60
Customer requirements
, 79–80, 87
identification
, 81–83
Customer satisfaction
, 109
analyses
, 109
analysis of results
, 115
data collection
, 113–114
planning of methodological aspects
, 111–113
preliminary analysis
, 110–111
SERVQUAL method
, 115–116
“Dantotsu”
, 91
Data
envelopment analysis
, 209
sources and analysis level of benchmarking
, 97–98
Data collection
, 113–114
methodology
, 112
sheet
, 161–162
Defect-free products
, 12
Define, measure, analyze, improve, control methodology (DMAIC methodology)
, 155–165
Degrees of freedom
, 45
Demanded quality chart
, 82
Deming cycle
, 104, 106, 220–221, 239
Deming Prize
, 11, 14
Democracy
, 188
Density function
, 46
Dependent variable
, 50
Deployment of expected quality
, 84–87
Descriptive statistics
, 35–36
graphical representations
, 38–41
summary statistics
, 36–38
Design for six sigma (DFSS)
, 155
Design of Experiment (DOE)
, 161, 163–164
Detection (D)
, 119, 121
from customer’s point of view
, 122
Development teams
, 170, 174
Disciplinary procedures
, 269–270
Discrete probability distributions
, 42
Discrimination
, 269
Dispersion
diagram
, 40
indexes
, 37
Documentation
, 195
document writing
, 190
documented information
, 254
Economic development of headquarters’ region
, 206
Economic lot of production
, 142–143
80/20 rule
, (see Pareto principle)
Electrification
, 6
Employees
, 24–25, 28, 31
designated
, 7
involvement of
, 211
SA 8000 representative
, 272
“EN” standards
, 190
“END” standards
, 190
Engineering characteristics
, 80, 83
Environmental legal requirements
, 204
Environmental Management System (EMS)
, 199–200, 212
Ergonomics
, 132
Estimation error
, 47–48
European Committee for Standardization
, 189–190
European Foundation for Quality Management
, 15
European standard (EN)
, 188
Event Tree Analysis
, 10
Evidence-based decision-making
, 195
Excitement attributes (E)
, 86
Expected value for continuous variable
, 42
Explanatory variables
, 50
Exponential distribution
, 45
External audits
, 191
Failure mode and effect analysis (FMEA)
, 10, 117–118, 164
advantages and problems in
, 125–127
construction
, 123–125
risk perception and RPN
, 118–122
Fault detection analysis
, 122
Fault effect analysis
, 120
Fault Tree Analysis (FTA)
, 10
Financial indicators
, 55, 59
Financial perspective
of BSC
, 59
ISO 14001 certification
, 210
First Industrial Revolution
, 6
Fishbone diagrams
, (see Cause–effect diagrams)
Fisher distribution
, 45
Five gap model
, (see SERVQUAL method)
Five Ws and one H method
, (see Six Ws method)
FLA Workplace Code
, 279–280
Flow chart representation
, 178–179
FMEA Team Start-Up Worksheet
, 123
Forced labor
, 267
Formal (ineffective) implementation of ISO 14001
, 205
Freedom of association
, 268–269
Frequency
absolute
, 38
density
, 38
distribution
, 38
relative
, 38–39
Functional benchmarking
, 96
Functions (departments)
, 167–168
Gamma distribution
, 45
Gap model
, 109
Gaussian distribution
, 43
Generic benchmarking
, 96
Global benchmarking
, 93–94
Global Compact (GC)
, 278–279
Global Reporting Initiative (GRI)
, 278–279
Government procurement standards
, 16
Graphical form
, 178
Graphical representation
, 178–179
Green belt (role)
, 155
Hazards
, 223, 225
Health and safety
, 268
Heijunka (see Production leveling)
Hierarchical cluster analysis
, 82
High Level Structure (HLS)
, 246–247
Histogram
, 38–39
Historical series
, 53–54
House of Quality (HoQ)
, 79–81
attributes
, 84–87
compiling correlation matrix
, 88–89
compiling relationship matrix
, 83–84
customer requirement identification
, 81–83
deployment of expected quality
, 84–87
for design of folding chair
, 82
engineering characteristics identification
, 83
technical comparison
, 88
Human capital
, 61
Human factor
, 225
Human resources
, 196
Hypothesis
testing
, 163–164
verification
, 48–50
If–then type function
, 62
Independent scoring method
, 88
Independent variables
, 50
Indicator(s)
, 181
building
, 183–184
choice
, 183
development and maintenance
, 185–186
implementation of indicator system
, 185
representation
, 184
Indifferent attributes (I)
, 87
Industrialization
, 4–5
Industry rivals, implementation timing relative to
, 212
Inferential statistics
, 35, 45
Information
, 179
capital
, 61
security policy
, 251
Information Security Management System (ISMS)
, 245, 249
communication for
, 254
measurements
, 256
process scheme to set up
, 261–262
Infrastructure resources
, 196
Initial audit
, 240
Intangible assets
, 28
Integrated management system (IMS)
, 262–263, 278
Internal audits
, 191, 241, 255–256
Internal benchmarking
, 96
Internal business processes perspective of BSC
, 60–61
International Declaration of Human Rights
, 266
International Electrotechnical Commission (IEC)
, 189, 246
International Labour Organization Conventions (ILO Conventions)
, 266–267
International Organization for Standardization (ISO)
, 15, 187–188, 201, 218, 246
Interquartile range (IQR)
, 37
Investors
, 31
Ishikawa diagrams
, (see Cause–effect diagrams)
ISO 14001 standard
, 199, 278
antecedents
, 203–207
consequences on performance
, 209–212
EMS
, 200
ISO 14001:2015 standard
, 201–202
ISO 14001 certification process
, 212–213
literature review
, 202–203
process
, 207–209
series
, 200
ISO 26000 certification
, 278–279
ISO 31000 “Risk Management” standard
, 252
ISO 45001 standard
, 217–218
Annex SL
, 217–218
benefits of adopting OHSMS
, 241–243
certification of OHSMS
, 239–241
Deming cycle
, 219
ISO 9000 standard
, 196–198, 278
admitted exclusion
, 196–197
areas of innovation
, 195–197
background
, 187
benefits from ISO 9000’s implementation
, 197
bodies
, 189–190
certification process
, 191–193
documentation
, 195
outsourcing
, 197
process
, 190–191
quality management principles
, 194–195
readability and comprehension
, 195–196
resources management
, 196
and value
, 187–189
ISO 9000:2015
, 249
ISO/IEC 17021:2006 standard
, 192
ISO/IEC 27000 standard
, 248, 252, 255
ISO/IEC 27001 standard
, 245–246
appendix A
, 258–259
benefits of application
, 259–260
certifications
, 260
context of organization
, 249–250
history
, 246–248
improvement
, 257
integrated management system
, 262–263
leadership
, 250–251
operation
, 255
performance evaluation
, 255–257
planning
, 251–253
process scheme to set up ISMS
, 261–262
scope
, 249
structure
, 248–259
support
, 253–254
ISO/IEC 27002 standard
, 247
ISO/IEC 27003 standard
, 248
ISO/IEC 27004 standard
, 248
ISO/IEC 27005 standard
, 248
ISO/IEC 27006 standard
, 247
ISO/IEC 27007 standard
, 248
ISO/IEC 27009 standard
, 247
ISO/IEC TR 27008 standard
, 248
Japanese Union of Scientists and Engineers (JUSE)
, 11
Jidoka
, (see Autonomation)
Joint technical committee 1 (JTC 1)
, 246
Just-in-time (JIT)
, 130, 139–140
delivery of purchases
, 146–147
economic lot of production and SMED
, 142–143
line balancing
, 142
production
, 139–149
production cells and multiskilled workers
, 143–145
production leveling
, 140, 142
pull system and Kanban system
, 145–146
relationship matrix between practices and
, 141
Takt time
, 140
workplace organization
, 145
Kaizen
, (see Continuous process improvement (CPI))
Kanban system
, 145–146
KJ technique
, 82
Labor
child
, 266–267
forced
, 267
Leadership
, 154, 194, 202
Lean
enterprise
, 133–139
organizational model
, 133
production
, 129, 131, 134
supply chain
, 130, 136
Lean management
, 129–131
elements of Toyota’s production system
, 139–149
lean enterprise
, 133–139
origins and traits
, 131–133
Lean Thinking (Womack and Jones)
, 130
Learning
, 61–62, 94, 136
Least squares method
, 51
Legitimacy of stakeholders
, 29
Life cycle assessment (LCA)
, 202, 208
Lifetime distributions
, 45
Line balancing
, 142
Linear regression model
, 50
Logical security
, 245
Lower control limit (LCL)
, 51
Malcom Baldrige National Quality Award (1987)
, 14–15
Management review process
, 236, 272
Management system
, 243, 271–274
Mass production
, 6, 129–130, 134
Master production schedule (MPS)
, 145
Mathematical model
, 45
Measurement perspectives of BSC
, 56, 58
customer perspective
, 59–60
financial perspective
, 59
indicators for business to business services company
, 58
internal business processes perspective
, 60–61
learning and growth perspective
, 61–62
Median
, 37
Memory of Meeting
, 254
Mindset
, 12, 129
Modus operandi
, 12, 89, 117, 129, 133
Multiskilled workers
, 143–145
Mutual consent
, 188
National standard
, 188
Natural variability
, 51
Non-compliance
, 257
“Non-fulfilment of requirement”
, 257
Non-quality cost
, 197
Normal distribution
, 44–45, 47
Normative power
, 29–30
North Atlantic Treaty Organization
, 187
Null hypothesis
, 49
Numerical variables
, 38
Objective evaluation matrix
, 171–172
Observed significance level
, 50
Occupational health and safety (OHS)
, 217, 222–223
Occupational health and safety management system (OHSMS)
, 217–218
Annex
, 221
benefits of adopting OHSMS and benefits of certification
, 241–243
certification
, 239–241
Deming cycle
, 239
example of objectives program
, 229
example of risk assessment criterion
, 226–227
extract from internal audit checklist
, 237
flow chart for fire emergency management
, 235
internal audit program
, 238
OHS performance
, 228
organizational chart
, 231
planning phase
, 223
requirements and implementation
, 220–239
safety policy
, 224
scale of risk mitigation interventions
, 225
SMART
, 230
training program
, 232
work permit
, 233–234
Occurrence (O)
, 119–120
One-dimensional attributes (O)
, 86
Operational benchmarking
, 95–96, 98
Operational controls
, 201–202, 233
Operational tools
, 174–176
Opportunities
, 223, 228
Optimized process redefinition
, 170
Organizations
, 167
capital
, 61
charts
, 174n3, 231
modeling
, 171–173
security
, 245
“Out of control” process
, 52–53
Outcome measures
, 71
Outliers
, 37
Overall performance index
, 183
p-value
, 50
Pareto principle/diagram
, 9, 38–39
Part/subsystem deployment matrix
, 79
Partners
, 28, 133, 136
Percentile
, 37
Performance benchmarking
, 95, 98–99
Performance drivers’ measures
, 71
Performance indicators
, 70–71
Performance management through BSC
, 66
action plan development
, 71–72
articulating company’s strategy
, 67
identification of causal relationships
, 67–70
performance indicators
, 70–71
reporting system creation
, 72–73
strategic objectives for “facility management office”
, 68–69
PESTLE analysis
, 221
Philosophy, process, people, partners, and problem solving model (4P model)
, 133–139
Physical security
, 245
Plan-Do-Check-Act cycle (PDCA cycle)
, 9, 104–106, 194, 200, 219, 245
and methods
, 208–209
Planning and implementation of SA 8000 standard
, 272
Poisson distribution
, 42
Poka-yoke
, 135, 147
Polarization of perspectives
, 17–18
Population
, 36
Position indexes
, 36–37
Practice benchmarking
, 99
Preliminary audit
, 240
Probability
, 41
density of normal distribution
, 44
distributions
, 42–45
of failure analysis
, 121
function
, 42
plots
, 47
Problem-solving process
, 139
Process approach
, 167, 170, 194, 278
obstacles and benefits of
, 176–178
Process indicators
, 181–183
building indicator
, 183–184
choice of indicators
, 183
example of matrix for identification
, 182
implementation of indicator system
, 185
representation of indicators
, 184
Process mapping
development team and process owner
, 174
methods, tools, languages, and rules
, 179–181
operational tools and practical guidance
, 174–176
organization modeling
, 171–173
process identification
, 169–170
processes, functions, and procedures
, 167–168
and risk-based thinking
, 181
textual and graphical representations
, 178–179
Process(es)
, 167–168, 207–209
benchmarking
, 93
criticality matrix
, 171, 173
identification
, 169–170
managers
, 170
owner
, 174
planning matrix
, 79
process/quality control matrix
, 79
quality
, 3, 12
and quality control parameters
, 79
Producer risk
, 50
Product
design matrix
, 80
planning matrix
, 79
quality
, 2–3, 6
Production cells
, 143–145
Production leveling
, 140–142
Productivity
, 7
Project development teams
, 155
Public communication phase
, 191
Pull system
, 145–146
Push systems
, 145
PYX4 software tool
, 179–180
Qualigram method
, 179
qualigram pyramid
, 180
Qualitative variables
, 36
Quality
, 1–3
chart
, 77, 82
gurus
, 14
history
, 4–5
of idea
, 2, 6, 12
of impact
, 3, 18
markets and approaches
, 9–13
meanings
, 4, 6, 10, 12, 18
planning
, 84
principles
, 181
standards
, 187
strategy
, 17
tables of QFD
, 79
of technical realization
, 2, 6, 8, 10
at time of industrial revolution(s)
, 5–7
at turn of millennium
, 17–18
Western Quality Movement
, 14–17
after World War II
, 7–9
Quality assurance (QA)
, 10
Quality control (QC)
, 8–9
charts
, 51–53
Quality function deployment (QFD)
, 77–78, 158
advantages and problems in application
, 89–90
House of Quality (HoQ)
, 80–89
instrument features
, 78–80
Quality inspection (QI)
, 5–7
Quality management
, 23, 91, 129
principles
, 194–195
and quality insurance
, 189
Quality management system (QMS)
, 176, 191, 192n2
Quantile
, 37
Quartiles
, 37
R software
, 36, 38
Random experiment
, 42
Random process
, (see Stochastic process)
Random variable
, 42
Range of variation
, 37
Readability
, 195–196
Regression
, 50–51
Relationship
, 175
digraph
, 89
management
, 195
matrix
, 80, 83–84
Network diagram
, 89
Relative frequency
, 38–39
Relative-importance ranking
, 87
Relevance theory of stakeholders
, 29–31
Remuneration
, 28, 270–271
Reporting system creation
, 72–73
Resistance to change
, 74
Resource management
, 196
“Responsible Care” program
, 200
Revealed Preference techniques
, 87
Reverse attributes (R)
, 87
Reverse Engineering and product competitive analysis
, 93
Risk priority number (RPN)
, 118–122, 164
Risk(s)
, 218, 223
analysis
, 252
assessment
, 223, 226–227
management
, 259
perception
, 118–122
risk-based planning and controls
, 201
risk-based thinking approach
, 181, 218
SA 8000 standard
, 265–266
advantages and obstacles
, 275–277
analysis with ISO 9001 and ISO 14001 certification
, 278
and other CSR standards/codes of conduct
, 278–279
structure
, 266–274
Safety management system
, 241
Safety policy
, 224, 241
Sample
, 36
selection
, 111
size
, 36
variance
, 37, 47
Scatter plot
, 41–42
Scorecards
, 100–101
Second Industrial Revolution
, 6
Second-party audits
, 191
SERVQUAL method
, 18, 115–116
Severity (S)
, 119–121
Shareholders,
, 24–25, 28
Shewhart charts
, 51
Shojinka
, 143–145
Situational factors
, 103
Six sigma method
, 18, 153
DMAIC methodology
, 155–165
history
, 154
supporting structure
, 154–155
Six Ws method
, 175
Small and medium enterprises (SMEs)
, 15
SMED system
, 142–143
Social Accountability International
, 265
Social factor
, 225
Social responsibility requirements of SA 8000 standard
child labor
, 266–267
disciplinary procedures
, 269–270
discrimination
, 269
forced labor
, 261
freedom of association and
, 268–269
health and safety
, 268
management system
, 271–274
remuneration
, 270–271
right to collective bargaining
, 268–269
working hours
, 270
Sort, straighten, shine, standardize and sustain method (5S method)
, 145
Specific, Measurable, Attainable, Relevant, Time-bound (SMART)
, 230
Stakeholders
, 23, 26–29, 194
companies and
, 24–25
engagement
, 274
involvement
, 211
legitimacy of
, 29–30
power of
, 29–3
principles of stakeholder management
, 31–33
relevance
, 29–31
Standard(s)
, (see also International Organization for Standardization (ISO))
bodies
, 189–190
deviation
, 37
error
, 47
normal distribution
, 44
process
, 190–191
and value
, 187–189
Statement of Applicability (SoA)
, 253, 262
Statistical inference techniques
, 46
confidence intervals
, 47–48
hypothesis verification
, 48–50
regression
, 50–51
Statistical process control (SPC)
, 8
Statistical test
, 49
Statistical tools
, 35, 163
advanced techniques
, 51–54
descriptive statistics
, 36–41
inferential statistics
, 45
probability
, 41–45
Statistical units
, 36
Statistics
, 36
Stochastic control
, 53–54
Stochastic process
, 53–54
Strategic/strategy
, 171
benchmarking
, 93
deployment
, 71
learning
, 72
map
, 56, 59, 62–63, 69–70
proactivity
, 206
Structured process
, 91
Student’s t distribution
, 45
Subcontractors control
, 272–273
Substitute quality characteristics
, 83
Subsuppliers control
, 272–273
Summary statistics
, 36–38
Suppliers
, 28
control
, 275–276
Suppliers, Input, Process, Output, and Customers scheme (SIPOC scheme)
, 159–160
Supply chain
, 81, 204
Surveillance
audit
, 240
visits
, 192
Synthetic benchmarking
, 100–103
System approach
, 278
System boundaries
, 170
Systematic communication with stakeholders
, 208–209
Systematic variability
, 51
Takt time (Tt)
, 140
Tangible assets
, 28
Targets
, 64–66
customer satisfaction value
, 87
values
, 183
Team-based approach
, 208
Technical Committee Management Board
, 190
Technical Committees (TC)
, 189
Technical Management Board (TMB)
, 189–190
Technical rules
, 188
Technical standards
, 188
Test statistics
, 49
Textual representation
, 178–179
Third-party audits
, 191
Time
schedule
, 113
sensitivity
, 30
series
, (see Historical series)
Top management
, 133, 140, 207–208
commitment
, 211
Top-down approach
, 169–170
Total Productive Maintenance (TPM)
, 148–149
Total quality control (TQC)
, 11–12, 14
Total quality management (TQM)
, 14–15, 208
Toyota way
, 133
Toyota’s production system elements
, 139
autonomation
, 147–148
JIT
, 139–147
Toyota partnership model
, 136–137
TPM
, 148–149
Trade-offs
, 81, 8389
Training program
, 232
Transparency
, 188
Tree of customer’s satisfaction
, 114
Type I error
, 50
Type II error
, 50
UN International Convention on Rights of Child
, 266
Universality
, 101
Universe
, (see Population)
Upper control limit (UCL)
, 51
Urgency of stakeholders
, 30–31
US companies
, 10–11, 13, 92
US Military Specification (MILQ-9858)
, 187
US Technical Advisory Group
, 201
Utilitarian power
, 29–30
Value creation model
, 24
Variability
, 51
Variance for continuous variable
, 42
Vision 2000
, 194–195
Voice of customer
, 83
Voice of engineer
, 83
Voluntary certificate
, 188
Weibull distribution
, 45
Western Quality Movement
, 14–17
Work environment resources
, 196
Work in progress (WIP)
, 132
Workplace organization
, 145
- Prelims
- 1. History of Quality
- 2. Stakeholder Management
- 3. Statistical Tools for Quality Management
- 4. The Balanced Scorecard
- 5. Quality Function Deployment (QFD)
- 6. Benchmarking
- 7. Customer Satisfaction Analyses
- 8. Failure Mode and Effect Analysis (FMEA)
- 9. Lean Management
- 10. Six Sigma
- 11. Process Mapping and Indicators
- 12. ISO 9000 Quality Standards
- 13. ISO 14001
- 14. ISO 45001
- 15. ISO/IEC 27001
- 16. SA 8000
- Index