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Handbook of Total Quality Management Handbook of Total Quality Management Handbook of Total Quality Management Handbook of Total Quality Management Christian N. Madu, Ph.D Research Scholar, Professor and Chair Management Science Program Editor-in-Chief, International Journal of Quality Science Department of Management and Management Science Lubin School of Business Pace University New York, USA .,~ SPRINGER SCIENCE+BUSINESS MEDIA, B.V. A c.1.P. Catalogue record for this book is available from the Library of Congress ISBN 978-1-4613-7409-1 ISBN 978-1-4615-5281-9 (eBook) DOI 10.1007/978-1-4615-5281-9 All Rights Reserved © 1998 Springer Science+Business Media Dordrecht Originally published by Kluwer Academic Publishers in 1998 Softcover reprint ofthe hardcover lst edition 1998 No part of the material protected by this copyright notice may be reproduced or utilized in any form or by any means, electronic or mechanical, inc1uding photocopying, recording or by any information storage and retrieval system, without written permission from the copyright owner. This book is dedicated to my wife Assumpta and our three boys - Chichi, Chike and Chidi Contents Contributors xi Foreword xv Preface xvii Biographical sketch xix Notable quality scholars xxi Glossary xxv 1. Introduction to quality 1 Christian N. Madu 2. Comparing Deming's and Juran's philosophies to the formation of total quality leaders' world views 21 Chu-Hua Kuei 3. Strategic quality planning 41 Bin Srinidhi 4. Quality improvement through learning curve analysis 87 Adedeji B. Badiru 5. Human resources and training 108 Amrik Sohal and Andrea Howell 6. Quality management in small and medium-sized companies and strategic management 128 M. Dolores Moreno-Luzon, F.J. Peris and F.J. Santonja 7. Developing attributes of quality for Internet applications 154 Christian N. Madu 8. Strategic total quality management 165 Christian N. Madu 9. Accounting and capital budgeting for quality 213 Vasanthakumar N. Bhat 10. Success in AMT implementation and quality enhancement: is there a link? 225 Hamid Noori, John L. Michela and Shailendra Jha 11. Service quality 245 Chu-Hua Kuei viii Contents 12. Quality, productivity and information systems 260 Joak Jurison 13. Total quality management in the supply chain 275 Paul Levy 14. Involving the supply chain in design 304 Jeffrey K. Liker and S. Nazli Wasti 15. Self-assessment 320 Klaus J. Zink and Andreas Schmidt 16. Process performance, appraisal and employee development planning 344 Ron S. Kenett and Marc E. Maisel 17. Introduction to ISO and ISO quality standards 365 Christian N. Madu 18. TQEM - methods for continuous environmental improvement 388 John F. Affisco 19. Benchmarking: a quest for continuous improvement 409 Injazz J. Chen and Kenneth A. Paetsch 20. Concurrent engineering 425 Joseph T. Emanuel and Dennis E. Kroll 21. Reengineering and continuous improvement 446 George W Arnold and M. Hosein Fallah 22. Quality function deployment 460 Mark A. Vonderembse and Tom Van Fossen 23. Introduction to probability and statistics 475 Christian N. Madu 24. Tools for quality control and process redesign 508 Nicholas C. Georgantzas 25. Statistical quality control 528 Christian N. Madu 26. Design of experiments: a polymer coating process 565 Nicholas Georgantzas 27. Quality engineering: loss functions, parameter design, and robust quality 593 Shane J. Schvaneveldt and Takao Enkawa 28. Reliability and maintainability 611 Surendra M. Gupta Contents IX 29. Total quality management in China 626 Chyau Tuan and Linda Fung- Yee Ng 30. Total quality management in India: a tool with widening acceptance 638 Surendra K. Kaushik 31. The development of national consciousness of quality: the Singapore experience 650 Eric w.K. Tsang 32. Total quality management in Europe 665 Ton van der Wiele and Barrie Dale 33. Total quality management - implementation on the basis of Poland 682 Edward Kindlarski and Ben Bella Jaoko 34. The development of total quality management in Denmark 700 Jens J. Dahlgaard and Ove Hartz 35. Total quality in Australia and New Zealand 717 Danny Samson 36. Quality management in developing economies 734 Christian N. Madu 37. Malcolm Baldrige, Deming Prize and European Quality Awards: a review and synthesis 754 Pradeep Gopalakrishna and Mahesh Chandra Appendix 769 Index 781 Contributors Dr John F. Affisco, Professor of Business Computer Information Systems and Quantitative Methods, Frank G. Zarb School of Business, Hofstra University, Hempstead, NY 11550, USA. Dr George W. Arnold ENGSCD, Director Standards and Intellectual Prop­ erty, Lucent Technologies, Inc., Holmdel, NJ, USA. Dr Adedeji B. Badiru, Professor of Industrial Engineering and Dean of University College, University of Oklahoma, Norman, Oklahoma, USA. Dr Vasanthakumar N. Bhat, Professor of Management Science, Lubin School of Business, Pace University, New York, USA. Dr Mahesh Chandra, Associate Professor of Computer Information Systems and Quantitative Methods, Frank G. Zarb School of Business Hofstra University, Hempstead, NY 11550, USA. Dr Injazz J. Chen, Associate Professor of Operations Management DBA Program Co-ordinator, College of Business Administration, Cleveland State University, Cleveland, Ohio, USA. Dr Barrie Dale, Professor of Quality Management, Manchester School of Management, University of Manchester Institute of Science and Technol­ ogy, Manchester, UK. Dr J. J. Dahlgaard, Professor, Research Group of Quality Management, The Aarhus School of Business, AARHUS V. Denmark. Dr Joseph T. Emanuel, IMET Department, Bradley University, Illinois, USA. Dr Takao Enkawa, Department of Industrial Engineering and Mgmt, Tokyo Institute of Technology, Tokyo, Japan. Dr M. Hosein Fallah, Product Realization Technologies, Bell Laborato­ ries, Holmdel, NJ, USA. Dr Nicholas C. Georgantzas, Professor of Management Systems, Fordham University, Lincoln Center, New York, USA. Dr Pradeep Gopalakrishna, Professor of Marketing, Lubin School of Business, Pace University, New York, USA. xii Con tribu tors Dr Surendra M. Gupta, the Director of the Laboratory for Responsible Manufacturing and is on the faculty of the Department of Mechanical, Industrial and Manufacturing Engineering at Northeastern University in Boston. Dr Dve Hartz, Associate Professor, Dept of Industrial Management, Technical University of Denmark, Denmark. Dr Andra Howell, Monash University, Faculty of Business and Econom­ ics, PO Box 197 Caulfield East, Melbourne, Victoria, Australia. Dr Ben Bella Jaoko, Warsaw University of Technology, Institute for Organization of Production Systems, Faculty of Production Engineering, Quality Systems Group, Warsaw, Poland. Dr Schailendra Jha, School of Business and Economics, Wilfred Laurier University, 75 University Avenue West, Waterloo, Ontario, Canada. Dr Jaak Jurison, Associate Professor and Deputy Chair, Information and Communications Systems, Graduate School of Business Administration, Fordham University, New York, New York, USA. Dr Surendra K. Kaushik, Department of Finance and Economics, Lubin School of Business, Pace University, One Pace Plaza, New York, NY 10038, USA. Dr Ron S. Kenett, Senior Partner, Kenett-Preminger Associates, KPA Ltd Management Consulting, Representing the Juran Institute in Israel, Herzlia Pituah, Israel Professor Edward Kindlarski, Warsaw University of Technology, Insti­ tute for Organization of Production Systems, Faculty of Production Engineering, Quality Systems Group, Warsaw, Poland Dr Dennis E. Kroll, IMET Department, Bradley University, Illinois, USA Dr Chu-Hua Kuei, Professor of Management and Management Science, Lubin School of Business, Pace University, New York, USA Dr Paul Levy, Centre for Research in Innovation Management, Brighton Business School, University of Brighton, Falmer, Brighton, UK Dr Jeffrey K. Liker, Associate Professor, Industrial and Operations Engi­ neering, University of Michigan, Ann Arbor, Michigan, USA Dr M.D. Moreno-Luzon, Professor of Economics and Business Studies, University of Valencia, Edificio Oriental Departamental, Valencia, Spain. Dr Christian N. Madu, Research Scholar, Professor and Program Chair, Management Science Program, Lubin School of Business, Pace Uni­ versity, New York, USA. Contributors Xlll Mr Marc E. Maisel, Senior Consultant, KPA Ltd Management Consult­ ing, Representing the Juran Institute in Israel, Herzlia Pituah, Israel. Dr John L. Michela, School of Business and Economics, Wilfred Laurier University, 75 University Avenue West, Waterloo, Ontario, Canada. Dr Linda Fung-Vee Ng, Professor, Department of Decision Sciences and Managerial Economics, The Chinese University of Hong Kong, Shatin, Nt, Hong Kong. Dr Hamid Noori, Professor of Technology and Operations Management, School of Business and Economics, Wilfred Laurier University, Waterloo, Ontario, Canada. Dr Kenneth A. Paetsch, Assistant Professor, Department of Operations Management, College of Business Administration, Cleveland State Uni­ versity, Cleveland, Ohio, USA. Dr F. J. Peris, Professor of Economics and Business Studies, University of Valencia, Edificio Oriental Departamental, Valencia, Spain. Dr Danny Samson, Leslie Froggatt Professor of Manufacturing Manage­ ment and Director, Centre for Manufacturing Management, Melbourne Business School Ltd, The University of Melbourne, Carlton, Victoria, Australia. Dr F. J. Santonja, Professor of Economics and Business Studies, Uni­ versity of Valencia, Edificio Oriental Departamental, Valencia, Spain. Dipl.-Wirtsch.-Ing A. Schmidt, Assistant Lecturer, Industrial Manage­ ment and Human Factors, University of Kaiserlautern, Kaiserlautern, Germany. Dr Shane J. Schvaneveldt,
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