In Search of Quality:
Principles and Mechanisms
TABLE OF CONTENTS: [click here to read introduction]
PAGE
INTRODUCTION .................................................…..... 5
AIM of This Book ...........................................................................................…. 5
Disclaimer .......................................................................................................….. 7
My Quality Journey ....................................................................................…..... 9
A Focus on Quality Can Benefit Us All .........................................................….. 22
WHY SEARCH FOR QUALITY? ................................. 28
Not to be or do Junk ........................................................................................…. 28
Improve Your Family Life ..............................................................................….. 29
Get the Most Out of School ........................................................................…..... 30
Make Your Job Easier ................................................................................…..... 33
Make Your Religion Stronger ....................................................................…..... 35
Enhance Your Self-Image ................................................................................… 38
WHAT IS QUALITY? .................................................... 43
Quality is Not Just a Fuzzy Slogan .................................................................….. 43
Understanding the Ten Quality Principles ......................................................…. 44
Quality Involves Applying Specific Mechanisms ................................................. 46
Quality is One of Those Indefinable Terms ........................................................ 47
Defining QualityConnects Customer/Supplier/Creator ...................................... 47
To Define Quality, We Must Embrace The Other Person .............................…. 49
Going Beyond Meeting Needs .......................................................................….. 50
The Continuing Love Affair of Quality ...........................................................… 51
A Millennial Perspective on Quality ...............................................................…. 53
THE MAIN QUALITY PRINCIPLES ....................….. 59
Extrapolating From Solid Principles ................................................................... 59
The Ten Main Quality Principles ....................................................................…. 64
The Moral Foundation of Quality ....................................................................... 100
Four Parallels of Three ...................................................................................…. 114
MECHANISMS FOR IMPLEMENTING QUALITY .. 121
Quality Does Not Occur by Accident ................................................................... 121
Customer Feedback ..................................................................................…........ 123
Process Improvement ......................................................................................…. 137
Innovation .......................................................................................................….. 145
True Teams .......................................................................................................…. 151
Facilitating .......................................................................................................….. 161
Team Dynamics ...............................................................................................….. 178
Working Towards Consensus ............................................................................... 192
Brainstorming ...................................................................................................…. 210
Establishing Clear Criteria for Making Judgments ........................................… 217
Prioritization ................................................................................................…...... 227
Data Acquisition ...............................................................................................…. 244
Data Analysis Techniques ...............................................................................…. 245
Presentation Techniques ...................................................................................... 263
Management Support .......................................................................................… 305
Executive Leadership .......................................................................................… 399
Outside Consultation .......................................................................................…. 408
AIM ..................................................................................................................…. 424
System Optimization ........................................................................................…. 458
The Bottom-Linefor Quality Mechanisms .....................................................….. 542
CONCLUSION ............................................................... 545
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