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Essentials of Quality with Cases and Experiential Exercises, 1st Edition

February 2010, ©2011
Essentials of Quality with Cases and Experiential Exercises, 1st Edition (EHEP001510) cover image
Quality management and statistical quality control students and instructors can look no further.  Wiley is proud to offer a brand new text by Vic Sower, Essentials of Quality, which is aimed at meeting the needs of  these students at both the undergraduate and graduate level spanning business, operations, engineering, technical, and education departments.

QM & SQC students typically face challenging first and second term courses and quantitative, intimidating texts.  Thoroughly tested and used by students and proven to help students taking the American Society for Quality’s Certified Quality Improvement Associate exam, Essentials of Quality is highly accessible, experiential, and unique in its coverage of current QM topics, from creative and innovative improvements and approaches to today’s economic environment to ways of developing metrics for measuring and evaluating programs.

Vic Sower, a Senior Member of the American Society for Quality and is Certified as a Quality Engineer (CQE), has co-authored three other books, published more than 50 journal articles, and has both taught and worked in operations management for the last 18 years.

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Preface.

Acknowledgments.

About the Author.

SECTION I QUALITY BASICS.

Chapter 1 Introduction to Quality.

Chapter Objectives.

Why Study Quality?

History of Quality.

The Definition of Quality.

Modern Definitions of Quality.

Product Quality.

Service Quality.

Different Approaches to Defining Quality.

Five Approaches to Defining Quality.

Major Contributors to Our Understanding of Quality.

Summary.

Quality Definitions.

Discussion Questions.

Case Study 1.1: The Battle of the Gurus.

Exercises and Activities .

Supplementary Readings.

References.

Chapter 2 Strategic Quality Management and Operationalizing Quality.

Chapter Objectives.

Strategic Quality Management.

The Strategic Planning Process.

Strategic Deployment.

Evaluation and Control.

Approaches to Monitoring Progress toward Strategic Goals.

Dimensions, Measures, and Metrics.

Methods of Obtaining Input from Customers.

Focus Groups.

Surveys.

Focus Groups and Surveys in Combination.

Summary.

Discussion Questions.

Problems.

Case Study 2.1: Second National Bank.

Exercises and Activities.

Supplementary Readings.

References.

SECTION II QUALITY OF DESIGN.

Chapter 3 Designing Quality into Products and Services.

Chapter Objectives.

The Seven Management Tools.

Quality Function Deployment.

Design for Six Sigma.

Taguchi Robustness Concepts.

Reliability.

Types of Reliability Systems.

Reliability Life Characteristic Concepts (e.g., Bathtub Curve).

Mean Time Between Failures.

Modeling Product Life with Normal Distribution.

Risk Assessment Tools and Risk Prevention.

Failure Mode and Effects Analysis.

Fault Tree Analysis (FTA).

Error Proofing.

Summary.

Discussion Questions.

Problems.

Case Study 3.1: Building the Better Mouse.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 4 Innovation and Creativity in Quality.

Chapter Objectives.

Breakthrough (Radical) Improvement versus Incremental Improvement.

Increasing Creativity.

Organizational versus Individual Creativity.

Designing the Innovative Organization.

Elements of a Creative Organization.

Tools and Techniques for Increasing Organizational Creativity.

Increasing Individual Creativity.

Myths about Individual Creativity.

The Importance of Technological Forecasting.

Summary.

Discussion Questions.

Case Study 4.1: Smallburg Community Bank.

Exercises and Activities.

Supplementary Readings.

References.

SECTION III QUALITY SYSTEMS TO ASSURE CONFORMANCE TO DESIGN.

Chapter 5 Quality Systems and Quality Systems Auditing.

Chapter Objectives.

Quality Management Systems.

Elements of a Quality Management System.

ISO 9000.

IS0/TS 16949 and QS-9000.

Malcolm Baldrige National Quality Award (MBNQA).

Other Approaches.

Six Sigma.

Quality Auditing.

Specific Types of Quality Audits.

Performing a Quality System Audit.

Quality Information Systems.

Data Accuracy and Security.

Quality Documentation Systems.

Making Data Useful—Information Flows.

Summary.

Discussion Questions.

Case Study 5.1: The First Audit.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 6 Product, Process, and Materials Control.

Chapter Objectives.

Work Instructions.

Classification of Quality Characteristics and Defects.

Identification of Materials and Status.

Lot Traceability.

Materials Segregation Practices.

Materials Review Board Criteria and Procedures.

Supplier Management.

Supplier Selection.

Supplier Evaluation.

Summary.

Discussion Questions.

Case Study 6.1: The Case of the Missing Lot.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 7 Experimental Design.

Chapter Objectives.

Basic Concepts and Definitions.

Experimental Design Characteristics.

Types of Design.

Single-Factor Design.

One-Factor-at-a-Time Design.

Full-Factorial Design.

Fractional Factorial Design.

Analysis of Results.

Taguchi Methods of Experimental Design.

Summary.

Discussion Questions.

Problems.

Case Study 7.1: The Case of the Variable Laminates.

Exercises and Activities.

Supplementary Readings.

References.

SECTION IV CONTROL AND IMPROVEMENT OF QUALITY.

Chapter 8 Quality Improvement Tools.

Chapter Objectives.

The Problem-Solving Process.

The Seven Tools of Quality.

Approaches to Continuous Quality Improvement.

PDSA.

DMAIC.

Benchmarking.

Summary.

Discussion Questions.

Problems.

Case Study 8.1: Sour Grape Ice Cream.

Case Study 8.2: The Westover Wire Works.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 9 Metrology, Inspection, and Testing.

Chapter Objectives.

Metrology.

Types of Gauges.

Accuracy and Precision.

Nondestructive Testing and Evaluation.

Summary.

Discussion Questions.

Problems.

Case Study 9.1: Somebody’s Got a Problem.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 10 Statistical Process Control.

Chapter Objectives.

SPC and Variation.

Types of Data.

Variables Control Charts.

Concept of the Control Chart.

Out of Control Signals.

Patterns Leading to Modifying Control Limits.

Constructing Variables Control Charts.

x-Bar and Range Charts.

x-Bar and s-Charts.

Individual/Moving Range Charts.

A Special Form of the x-bar Control Chart for Short Production Runs.

Attributes Control Charts.

Control Charts for Nonconforming Units.

Control Charts for Nonconformities (Defects).

Process Capability.

Summary.

Discussion Questions.

Problems.

Case Study 10.1: Middle County Hospital.

Case Study 10.2: Precise Molded Products, Inc.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 11 Acceptance Sampling.

Chapter Objectives.

When Acceptance Sampling is Appropriate.

Fundamentals of Sampling Theory.

Assessing Risk in Sampling Plans.

Methods of Sampling.

Sampling Types.

Sampling Plans.

Sampling Inspection by Attributes.

Sampling Inspection by Variables.

Dodge-Romig Sampling Plans.

Summary.

Discussion Questions.

Problems.

Case Study 11.1: The Turkell Stud Mill.

Exercises and Activities.

Supplementary Readings.

References.

Chapter 12 Quality Costs.

Chapter Objectives.

The Categories of Quality Costs.

The Goal of a COQ System.

COQ Data Collection, Interpretation, and Reporting.

Integrating Quality Costs into the Quality Improvement System.

Summary.

Discussion Questions.

Problems.

Case Study 12.1: HI-HO YO-YO, Inc..

Case Study 12.2: Acme, Ltd..

Exercises and Activities.

Supplementary Readings.

References.

SECTION V QUALITY MANAGEMENT.

Chapter 13 Human Factors in Quality.

Chapter Objectives.

Barriers to Quality Improvement Efforts.

Human Resource Management.

Motivation Theories.

Integration of the Classic Motivational Theories.

Process Theories of Motivation.

Employee Involvement and Teams.

The Care and Feeding of Teams.

Organization and Implementation of Quality Teams.

Principles of Team Leadership and Facilitation.

What is a Team?

Who Makes up a Team?

Roles and Responsibilities of the Team Leader.

Selecting Team Members.

Roles and Responsibilities of the Team Members.

Roles and Responsibilities of the Facilitator.

Critical Action Items in the Team Life Cycle.

What Is a Team Charter?

General Information and Guidelines for Teams.

Team Dynamics Management and Conflict Resolution.

Stages of Group Development.

Forming.

Storming.

Norming.

Performing.

Creating a Win-Win Situation.

Consensus.

Professional and Ethical Standards.

Summary.

Discussion Questions.

Case Study 13.1: Tom’s Team.

Case Study 13.2: Self Directed Work Teams at BHI.

Exercises and Activities.

Supplementary Readings.

References.

Appendix A Table of Four-Digit Random Numbers.

Appendix B Standard Normal Distribution Table.

Bibliography.

Index.

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  • Written for first and second courses in quality management (QM) and statistical quality control (SQC), particularly at the undergraduate level.
  • Highly accessible, “non-academic,” and student-friendly language.
  • An excellent balance for professors with traditional or experiential teaching styles.
  • Fundamental, insightful explanations of how information learned in their Quality classes can be used in the real world. 
  • Many chapter exercise and cases that provide students with hands-on experience
  • Unique coverage of hot topics such as creativity and innovation in QM that address strategically using creative approaches to develop innovative breakthrough improvements especially relevant in today’s economic environment.  Also is unique in its approach to operationalizing the definition of quality to develop metrics for measuring and evaluating QM programs.
  • Of the students who used this text and sat for the American Society for Quality’s Certified Quality Improvement Associate exam, 100% passed!
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Instructors Resources
Wiley Instructor Companion Site
Instructor’s Manual
Instructor’s Manual
The IM includes an Introduction with sample syllabi; Chapter Outlines; Chapter Objectives; Teaching Notes on how to integrate and assign special features within the text; and suggested answers for all quiz and end of chapter questions found in the text. The Instructor’s Manual also includes notes and suggested exercises for use with the end of chapter cases.
Test Bank
Test Bank
The TB includes approximately 50 true/false (about 40% of the questions per chapter), multiple choice (about 40% of the questions per chapter), short answer, essay, and mathematical problem questions per chapter. 
PowerPoint Slides
PowerPoint Slides
The PPTs include approximately 20-30 slides per chapter.  They present illustrations and important themes to students and talking points for instructors.
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Essentials of Quality with Cases and Experiential Exercises
ISBN : 978-0-470-57429-4
416 pages
April 2012, ©2011
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Essentials of Quality with Cases and Experiential Exercises
ISBN : 978-0-470-50959-3
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February 2010, ©2011
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