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Total Quality Management (TQM) is a journey towards improvement, guiding you through a continuous reassessment of yourself, your work and your organization. The author demonstrates how to improve your daily workload in order to create a quality product, control costs, and foster customer loyalty. Not only does this give your organization an edge in a competitive business environment, it also helps you grow and excel.
Rampersad guides you through the effective use of problem-solving tools and helps you apply the quality improvement process in all aspects of your work. The book`s modular, practical and integral approach will appeal to today`s busy manager. All aspects of Total Quality Management are clearly, concisely, and didactically described, illustrated by a wealth of real world examples.

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CONTENTS

Preface = Ⅶ

1 Introduction = 1

2 Total Quality Management approach = 3

3 The Problem Solving Discipline = 11

 3.1 The PSD-approach = 12

  3.1.1 Step 1 : Defining the problem = 12

  3.1.2 Step 2 : Analyzing the root causes = 13

  3.1.3 Step 3 : Generating solutions = 14

  3.1.4 Step 4 : Planning and implementation = 14

  3.1.5 Step 5 : Measuring = 15

  3.1.6 Step 6 : Standardization = 16

 3.2 Most important tools and techniques = 17

  3.2.1 Brainstorming = 17

  3.2.2 Affinitydiagram = 19

  3.2.3 Benchmarking = 22

  3.2.4 Fishbone diagram = 26

  3.2.5 Check sheet = 28

  3.2.6 Flow chart = 29

  3.2.7 Line graph = 30

  3.2.8 Run chart = 31

  3.2.9 Histogram = 33

  3.2.10 Pareto-diagram = 35

  3.2.11 Failure Mode and Effect Analysis = 38

  3.2.12 Scatter diagram = 41

  3.2.13 Control chart = 43

  3.2.14 Quality Function Deployment = 47

  3.2.15 Tree diagram = 53

4. Interpersonal skills = 57

 4.1 Communication = 57

  4.1.1 Knowledge = 57

  4.1.2 Learning = 58

  4.1.3 Communication process = 60

 4.2 Interpersonal communication = 62

  4.2.1 Listening = 63

  4.2.2 Questioning = 64

  4.2.3 Building up on ideas of others = 66

  4.2.4 Constructive arguing = 67

  4.2.5 Clarifying = 67

  4.2.6 Summarizing = 68

  4.2.7 Involving others = 68

  4.2.8 Showing appreciation = 69

  4.2.9 Giving feedback = 69

5. Teamwork = 73

 5.1 Team composition = 73

 5.2 Team performance and team development = 77

 5.3 Conducting effective meetings = 81

 5.4 The role of the team members = 86

 5.5 The role of the leader = 87

  5.5.1 Four learning styles = 89

  5.5.2 How to coach the four learning styles = 90

  5.5.3 Four types of behavior = 91

  5.5.4 How to coach the four types of behavior = 93

  5.5.5 Four culture elements = 94

  5.5.6 Four leadership styles = 95

  5.5.7 Eight leadership roles = 97

  5.5.8 Recommandations for effective leadership = 99

6. The Quality Improvement Process = 105

 6.1 Process selection = 106

 6.2 Process evaluation = 118

 6.3 Process standardization = 122

 6.4 Process improvement = 123

7. The TQM-organization = 125

8. Managing change = 133

 8.1 Resistance against change = 133

 8.2 Cultural change = 140

 8.3 Cultural typology according to Harrison = 144

 8.4 Cultural diagnoses according to Hofstede = 149

9. An integral step by step plan for continuous improvement = 151

10. Concluding comments = 175

Bibliography = 177

Index = 181

About the Author = 185