Test Bank for Quality Management for Organizational Excellence Introduction to Total Quality 8th Edition by David Goetsch , Stanley Davis ISBN 0133791858 978-0133791853

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ISBN 10: 0133791858 
ISBN 13: 978-0133791853
Author: David Goetsch , Stanley Davis

For courses in quality management, quality engineering, quality technology, and continuous process improvement in universities, colleges, community colleges, and corporate environments

A comprehensive, practical look at how to become an effective quality manager and decision maker focused on improving the quality of people, processes, products, and the work environment on a continual basis

Current and future quality managers and decision makers gain the knowledge and skills they need to achieve organizational excellence. With a focus on continually developing the quality of people, processes, products, and the work environment, it covers all pertinent quality-related topics, including: an overview of quality, quality and global competitiveness, strategic alliances, establishing a culture of quality, customer satisfaction and quality, employee empowerment, leadership and change management, team building and teamwork, education and training for quality, overcoming internal politics and conflict, quality tools, problem solving and decision making, quality function deployment, statistical process control, continual improvement methods, such as six sigma, lean, and lean six sigma), benchmarking, just-in-time/lean manufacturing, and implementing quality. The new edition features an improved artwork package; updated critical-thinking activities; and new material on managing quality in the supply chain, change to ISO 9000-2015, Lean, and Lean Six Sigma, QFD, SPC.

Quality Management for Organizational Excellence Introduction to Total Quality 8th Table of contents:

Part I Philosophy and Concepts

Chapter 1 The Total Quality Approach to Quality Management: Achieving Organizational Excellence

Learning Objectives

What is Quality?

The Total Quality Approach Defined

Two Views of Quality

Key Elements of Total Quality

Total Quality Pioneers

Keys to Total Quality Success

The Future of Quality Management in the Twenty-First Century

Quality Certifications

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 1.1

Discussion Assignment 1.2

Endnotes

Chapter 2 Quality and Global Competitiveness

Learning Objectives

The Relationship Between Quality and Competitiveness

Cost of Poor Quality

Competitiveness and the U.S. Economy

Factors Inhibiting Competitiveness

Comparisons of International Competitors

Human Resources and Competitiveness

Characteristics of World-Class Organizations

Management-by-Accounting: Antithesis of Total Quality

U.S. Companies: Global Strengths and Weaknesses

Quality Management Practices in Asian Countries

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 2.1

Discussion Assignment 2.2

Endnotes

Chapter 3 Strategic Management: Planning and Execution for Competitive Advantage

Learning Objectives

What is Strategic Management?

Competitive Strategy

Core Competencies and Competitive Advantage

Components of Strategic Management

Strategic Planning Overview

Executing the Strategic Plan

Strategic Planning in Action: A “Real-World” Case

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Endnote

Chapter 4 Quality Management, Ethics, and Corporate Social Responsibility

Learning Objectives

Definition and Overview of Ethics

Trust and Total Quality

Values and Total Quality

Integrity and Total Quality

Responsibility and Total Quality

Manager’s Role in Ethics

Organization’s Role in Ethics

Handling Ethical Dilemmas

Ethics Training and Codes of Business Conduct

Models for Making Ethical Decisions

Beliefs Versus Behavior: Why the Disparity?

Ethical Dilemmas: Cases

Corporate Social Responsibility Defined

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 4.1

Endnotes

Chapter 5 Partnering and Strategic Alliances

Learning Objectives

Partnering or Strategic Alliances

Innovative Alliances and Partnerships

Internal Partnering

Partnering with Suppliers

Partnering with Customers

Partnering with Potential Competitors

Global Partnering

Education and Business Partnerships

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 5.1

Discussion Assignment 5.2

Endnotes

Chapter 6 Quality Culture: Changing Hearts, Minds, and Attitudes

Learning Objectives

Understanding What a Quality Culture is

Quality Culture Versus Traditional Cultures

Activating Cultural Change

Changing Leaders to Activate Change

Laying the Foundation for a Quality Culture

Learning What a Quality Culture Looks Like

Countering Resistance to Cultural Change

Establishing a Quality Culture

Maintaining a Quality Culture

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 6.1

Endnotes

Chapter 7 Customer Satisfaction, Retention, and Loyalty

Learning Objectives

Understanding Who is a Customer

Understanding Customer-Defined Quality

Identifying External Customer Needs

Communicating with Customers

Customer Satisfaction Process

Customer-Defined Value

Customer Retention

Establishing a Customer Focus

Recognizing the Customer-Driven Organization

Value Perception and Customer Loyalty

Customer Loyalty Model

Customer Loyalty Versus Customer Profitability

Customers as Innovation Partners

Product Innovation Model for Customer Retention

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 7.1

Discussion Assignment 7.2

Endnotes

Chapter 8 Employee Empowerment

Learning Objectives

Employee Empowerment Defined

Rationale for Empowerment

Inhibitors of Empowerment

Management’s Role in Empowerment

Implementing Empowerment

How to Recognize Empowered Employees

Empowerment Errors to Avoid

Beyond Empowerment to Enlistment

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 8.1

Discussion Assignment 8.2

Discussion Assignment 8.3

Endnotes

Chapter 9 Leadership and Change

Learning Objectives

Leadership Defined

Leadership for Quality

Leadership Styles

Building and Maintaining a Following

Leadership Versus Management

Restructuring and Change

How to Lead Change

Lessons from Distinguished Leaders

Servant Leadership and Stewardship

Negative Influences on Leaders: How to Counter Them

Leaders as Mentors

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 9.1

Discussion Assignment 9.2

Endnotes

Chapter 10 Team Building and Teamwork

Learning Objectives

Overview of Team Building and Teamwork

Building Teams and Making them Work

Four-Step Approach to Team Building

Character Traits and Teamwork

Teams are Coached—Not Bossed

Handling Conflict in Teams

Structural Inhibitors of Teamwork

Rewarding Team and Individual Performance

Recognizing Teamwork and Team Players

Leading Multicultural Teams

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 10.1

Endnotes

Chapter 11 Effective Communication

Learning Objectives

Defining Communication

Understanding the Role of Communication in Total Quality

Understanding Communication as a Process

Recognizing Inhibitors of Communication

Establishing a Conducive Communication Climate

Communicating by Listening

Understanding Nonverbal Communication Factors

Communicating Verbally

Communicating in Writing

Communicating Corrective Feedback

Improving Communication

How Interpersonal Skills Affect Communication

Personality and Communication

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 11.1

Endnotes

Chapter 12 Education and Training

Learning Objectives

Overview of Education, Training, and Learning

Rationale for Training

Training Needs Assessment

Providing Training

Evaluating Training

Managers as Trainers

Workforce Literacy

Why Training Sometimes Fails

Quality Training Curriculum

Orientation Training

Customer Training

Ethics Training

Making E-Learning Work

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 12.1

Discussion Assignment 12.2

Endnotes

Chapter 13 Overcoming Politics, Negativity, and Conflict in the Workplace

Learning Objectives

Internal Politics Defined

Organizational Structure and Internal Politics

Internal Politics in Action

Internal Politicians and Their Methods

Impact of Internal Politics on Quality

Controlling Internal Politics in Organizations

Overcoming Negativity in Organizations

Overcoming Territorial Behavior in Organizations

Managing Conflict in Organizations

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 13.1

Discussion Assignment 13.2

Endnotes

Chapter 14 ISO 9000 and Total Quality: The Relationship

Learning Objectives

ISO 9000: The International Standard for Quality Management Systems

ISO 9000’s Objective

How ISO 9000 is Applied to Organizations

ISO 9000 Quality Management System: A Definition

Authority for Certification/Registration

ISO 9001 and Industry-Specific Applications

Organizational Registration to ISO 9001

The Benefits of ISO 9000

The Origin of ISO 9000

Comparative Scope of ISO 9000 and Total Quality Management

Management Motivation for Registration to ISO 9001

ISO 9000 and Total Quality Management Working Together

The Future of ISO 9000

ISO 9000: Versions/Updates

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 14.1

Part II Tools and Techniques

Chapter 15 Overview of Total Quality Tools

Learning Objectives

Total Quality Tools Defined

Pareto Charts

Cause-and-Effect Diagrams

Check Sheets

Histograms

Scatter Diagrams

Run Charts and Control Charts

Stratification

Some Other Important Tools Introduced

Management’s Role in Tool Deployment

Selecting the Right Tool for the Job

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activities

Discussion Assignment 15.1

Endnotes

Chapter 16 Problem Solving and Decision Making

Learning Objectives

Problem Solving for Total Quality

Two Models for Solving and Preventing Problems

Problem-Solving and Decision-Making Tools

Decision Making for Total Quality

The Decision-Making Process

Objective Versus Subjective Decision Making

Scientific Decision Making and Problem Solving

Employee Involvement in Problem Solving and Decision Making

Role of Information in Decision Making

Creativity in Decision Making

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 16.1

Discussion Assignment 16.2

Endnotes

Chapter 17 Quality Function Deployment

Learning Objectives

What is Quality Function Deployment?

Introducing Quality Function Deployment’s House of Quality

Developing the Set of Customer Needs (WHATs): House of Quality Matrix Number 1

Planning the Improvement Strategy: House of Quality Matrix Number 2

Selecting the Technical Requirements (HOWs): House of Quality Matrix Number 3

Evaluating Interrelationships between WHATs and HOWs: House of Quality Matrix Number 4

Evaluating the Direction of Correlation between HOWs: House of Quality Matrix Number 5

Selecting the Design Targets (Values) of the HOWs: House of Quality Matrix Number 6

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 17.1

Chapter 18 Optimizing and Controlling Processes through Statistical Process Control

Learning Objectives

Statistical Process Control Defined

Rationale for SPC

Control Chart Development

Management’s Role in SPC

Role of the Total Quality Tools

Authority Over Processes and Production

Implementation and Deployment of SPC

Inhibitors of SPC

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 18.1

Discussion Assignment 18.2

Discussion Assignment 18.3

Endnotes

Chapter 19 Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More

Learning Objectives

Rationale for Continual Improvement

Management’s Role in Continual Improvement

Essential Improvement Activities

Structure for Quality Improvement

The Scientific Approach

Identification of Improvement Needs

Development of Improvement Plans

Common Improvement Strategies

The Kaizen Approach

The CEDAC Approach

The Lean Approach

The Six Sigma Approach

The Lean Six Sigma Approach

The Theory of Constraints and Integrated TOC, Lean, Six Sigma (ITLS) Approach

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Endnotes

Chapter 20 Benchmarking

Learning Objectives

Benchmarking Defined

Prerequisites to Benchmarking

Obstacles to Successful Benchmarking

Role of Management in Benchmarking

Benchmarking Approach and Process

Making Full use of Benchmarking Data

Perpetual Benchmarking

Benchmarking Resources

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activity

Discussion Assignment 20.1

Discussion Assignment 20.2

Endnote

Chapter 21 Just-in-Time/Lean Manufacturing (JIT/Lean)

Learning Objectives

JIT/Lean Defined

Rationale for JIT/Lean

Development of JIT/Lean

Relationship of JIT/Lean to Total Quality and World-Class Manufacturing

Benefits of JIT/Lean

Requirements of JIT/Lean

Automation and JIT/Lean

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activities

Discussion Assignment 21.1

Endnotes

Chapter 22 Implementing Total Quality Management

Learning Objectives

Rationale for Change

Requirements for Implementation

Role of Top Management: Leadership

Implementation Variation Among Organizations

Implementation Approaches to be Avoided

An Implementation Approach that Works

Getting on with it

What to do in the Absence of Commitment from the Top

Implementation Strategies: ISO 9000 and Baldrige

Summary

Key Terms and Concepts

Factual Review Questions

Critical Thinking Activities

Discussion Assignment 22.1

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David Goetsch,Stanley Davis,Quality Management