Index

Quality Management: Tools, Methods, and Standards

ISBN: 978-1-78769-804-8, eISBN: 978-1-78769-801-7

Publication date: 9 May 2019

This content is currently only available as a PDF

Citation

(2019), "Index", Sartor, M. and Orzes, G. (Ed.) Quality Management: Tools, Methods, and Standards, Emerald Publishing Limited, Leeds, pp. 281-293. https://doi.org/10.1108/978-1-78769-801-720191017

Publisher

:

Emerald Publishing Limited

Copyright © 2019 Emerald Publishing Limited


INDEX

Absolute frequencies
, 38

AccountAbility 1000 (AA 1000)
, 278–279

Actions
, 179

plan development
, 71–72

Affinity diagram
, (see KJ technique)

Alternative hypothesis
, 49

American Productivity and Quality Center (APQC)
, 104

Analysis of variance (ANOVA)
, 161, 163–164

Analytic hierarchy process (AHP)
, 87

Analytical benchmarking
, 103–104

Andon systems
, 147

Annex SL in ISO/IEC Directive
, 217–218, 262

Antecedents
, 203–207

Antecedents–process–consequences framework
, 203

Approval and publication
, 191

Artificial performance optimization
, 167

Audit(s)
, 191

certification
, 240

criteria
, 256

external
, 191

initial
, 240

internal
, 191, 238

preliminary
, 240

second-party
, 191

surveillance
, 240

third-party
, 191

Autonomation
, 147–148

Balanced scorecard (BSC)
, 55–56

communication and connection
, 63–66

incentive schemes
, 66

measurement perspectives
, 56–62

overcoming design issues
, 73–74

overcoming implementation problems
, 74–75

overcoming usage issues
, 75–76

personal
, 66

performance management through
, 66–73

strategy map
, 62–63

success
, 73–76

theoretical bases
, 55–57

Balanced standards
, 190

Basic attributes (B)
, 86

Benchmarking
, 91

analytical
, 103–104

approaches
, 95–98

characteristics
, 94–95

methodology for implementation
, 100–106

object
, 98–100

origins and evolution
, 92–94

PDCA cycle
, 104–106

synthetic
, 100–103

Bernoulli random variable
, 42

Best practices
, 103

benchmarking
, 95

Binomial distribution
, 43

Black belt (role)
, 155

“Black box” process
, 176

Box and whiskers plot (Boxplot)
, 39–40

British Standard Institution
, 16, 187, 200, 246

BS 5750 standards
, 187

BS 7799–2: 1998 “Information security management system–Specifications” standard
, 246

Bureau Technique (BT)
, 190

Business

evaluation systems
, 57

excellence models
, 17–18

objectives
, 171

processes
, 209–210

strategy in daily operations
, 71

Business Process Management Software
, 181

Business process reengineering tools (BPR tools)
, 98

Business-to-business (B2B)
, 10

Buyer’s risk
, (see Consumer risk)

“Catch-up growth” process
, 9

Causal relationships, identification of
, 67–70

Cause–effect diagrams
, 160

Certification
, (see also International Organization for Standardization (ISO))

audit
, 240

body
, 239

OHSMS
, 239–241

process
, 191–193, 204

Champion (role)
, 154–155

Chemical sector
, 212

Chi-square distribution
, 45

Child labor
, 266–267

China Social Compliance 9000 for Textile and Apparel Industry (CSC9000T)
, 279

“Classic” statistics-based quality
, 18

Coercive power
, 29–30

“Cogent” documentation
, 195

Coherence, high strategic
, 211

Collective bargaining, right to
, 268–269

Communication
, 74

of BCS
, 63–66

for ISMS
, 254

of objectives and measures
, 64

SA 8000 standard
, 275–277

systematic
, 208–209

Competitive benchmarking
, 93, 96

Comprehensive benchmarking project
, 95

Compulsory certificate
, 188

Confidence intervals
, 47–48

Consumer risk
, 50

Context
, 221

of organization
, 218, 249–250

Continuous distribution
, 43

Continuous process improvement (CPI)
, 131

Control limits
, 51–52

Corporate image and reputation
, 210

Corporate social responsibility (CSR)
, 18, 265

standards/codes of conduct
, 278–279

Correlation

analysis
, 241

coefficient
, 41

matrix
, 41, 81, 88–89

Cost
, 164

of certification
, 205

Council on Economic Priorities Accreditation Agency
, 265

Critical components characteristics
, 79

Critical product requirements
, 79

Critical to quality (CTQ)
, 158

Criticality
, 30

Customer
, 31, 194

perspective, ISO 14001
, 210–211

perspective of BSC
, 59–60

Customer requirements
, 79–80, 87

identification
, 81–83

Customer satisfaction
, 109

analyses
, 109

analysis of results
, 115

data collection
, 113–114

planning of methodological aspects
, 111–113

preliminary analysis
, 110–111

SERVQUAL method
, 115–116

“Dantotsu”
, 91

Data

envelopment analysis
, 209

sources and analysis level of benchmarking
, 97–98

Data collection
, 113–114

methodology
, 112

sheet
, 161–162

Defect-free products
, 12

Define, measure, analyze, improve, control methodology (DMAIC methodology)
, 155–165

Degrees of freedom
, 45

Demanded quality chart
, 82

Deming cycle
, 104, 106, 220–221, 239

Deming Prize
, 11, 14

Democracy
, 188

Density function
, 46

Dependent variable
, 50

Deployment of expected quality
, 84–87

Descriptive statistics
, 35–36

graphical representations
, 38–41

summary statistics
, 36–38

Design for six sigma (DFSS)
, 155

Design of Experiment (DOE)
, 161, 163–164

Detection (D)
, 119, 121

from customer’s point of view
, 122

Development teams
, 170, 174

Disciplinary procedures
, 269–270

Discrete probability distributions
, 42

Discrimination
, 269

Dispersion

diagram
, 40

indexes
, 37

Documentation
, 195

document writing
, 190

documented information
, 254

Economic development of headquarters’ region
, 206

Economic lot of production
, 142–143

80/20 rule
, (see Pareto principle)

Electrification
, 6

Employees
, 24–25, 28, 31

designated
, 7

involvement of
, 211

SA 8000 representative
, 272

“EN” standards
, 190

“END” standards
, 190

Engineering characteristics
, 80, 83

Environmental legal requirements
, 204

Environmental Management System (EMS)
, 199–200, 212

Ergonomics
, 132

Estimation error
, 47–48

European Committee for Standardization
, 189–190

European Foundation for Quality Management
, 15

European standard (EN)
, 188

Event Tree Analysis
, 10

Evidence-based decision-making
, 195

Excitement attributes (E)
, 86

Expected value for continuous variable
, 42

Explanatory variables
, 50

Exponential distribution
, 45

External audits
, 191

Failure mode and effect analysis (FMEA)
, 10, 117–118, 164

advantages and problems in
, 125–127

construction
, 123–125

risk perception and RPN
, 118–122

Fault detection analysis
, 122

Fault effect analysis
, 120

Fault Tree Analysis (FTA)
, 10

Financial indicators
, 55, 59

Financial perspective

of BSC
, 59

ISO 14001 certification
, 210

First Industrial Revolution
, 6

Fishbone diagrams
, (see Cause–effect diagrams)

Fisher distribution
, 45

Five gap model
, (see SERVQUAL method)

Five Ws and one H method
, (see Six Ws method)

FLA Workplace Code
, 279–280

Flow chart representation
, 178–179

FMEA Team Start-Up Worksheet
, 123

Forced labor
, 267

Formal (ineffective) implementation of ISO 14001
, 205

Freedom of association
, 268–269

Frequency

absolute
, 38

density
, 38

distribution
, 38

relative
, 38–39

Functional benchmarking
, 96

Functions (departments)
, 167–168

Gamma distribution
, 45

Gap model
, 109

Gaussian distribution
, 43

Generic benchmarking
, 96

Global benchmarking
, 93–94

Global Compact (GC)
, 278–279

Global Reporting Initiative (GRI)
, 278–279

Government procurement standards
, 16

Graphical form
, 178

Graphical representation
, 178–179

Green belt (role)
, 155

Hazards
, 223, 225

Health and safety
, 268

Heijunka (see Production leveling)

Hierarchical cluster analysis
, 82

High Level Structure (HLS)
, 246–247

Histogram
, 38–39

Historical series
, 53–54

House of Quality (HoQ)
, 79–81

attributes
, 84–87

compiling correlation matrix
, 88–89

compiling relationship matrix
, 83–84

customer requirement identification
, 81–83

deployment of expected quality
, 84–87

for design of folding chair
, 82

engineering characteristics identification
, 83

technical comparison
, 88

Human capital
, 61

Human factor
, 225

Human resources
, 196

Hypothesis

testing
, 163–164

verification
, 48–50

If–then type function
, 62

Independent scoring method
, 88

Independent variables
, 50

Indicator(s)
, 181

building
, 183–184

choice
, 183

development and maintenance
, 185–186

implementation of indicator system
, 185

representation
, 184

Indifferent attributes (I)
, 87

Industrialization
, 4–5

Industry rivals, implementation timing relative to
, 212

Inferential statistics
, 35, 45

Information
, 179

capital
, 61

security policy
, 251

Information Security Management System (ISMS)
, 245, 249

communication for
, 254

measurements
, 256

process scheme to set up
, 261–262

Infrastructure resources
, 196

Initial audit
, 240

Intangible assets
, 28

Integrated management system (IMS)
, 262–263, 278

Internal audits
, 191, 241, 255–256

Internal benchmarking
, 96

Internal business processes perspective of BSC
, 60–61

International Declaration of Human Rights
, 266

International Electrotechnical Commission (IEC)
, 189, 246

International Labour Organization Conventions (ILO Conventions)
, 266–267

International Organization for Standardization (ISO)
, 15, 187–188, 201, 218, 246

Interquartile range (IQR)
, 37

Investors
, 31

Ishikawa diagrams
, (see Cause–effect diagrams)

ISO 14001 standard
, 199, 278

antecedents
, 203–207

consequences on performance
, 209–212

EMS
, 200

ISO 14001:2015 standard
, 201–202

ISO 14001 certification process
, 212–213

literature review
, 202–203

process
, 207–209

series
, 200

ISO 26000 certification
, 278–279

ISO 31000 “Risk Management” standard
, 252

ISO 45001 standard
, 217–218

Annex SL
, 217–218

benefits of adopting OHSMS
, 241–243

certification of OHSMS
, 239–241

Deming cycle
, 219

ISO 9000 standard
, 196–198, 278

admitted exclusion
, 196–197

areas of innovation
, 195–197

background
, 187

benefits from ISO 9000’s implementation
, 197

bodies
, 189–190

certification process
, 191–193

documentation
, 195

outsourcing
, 197

process
, 190–191

quality management principles
, 194–195

readability and comprehension
, 195–196

resources management
, 196

and value
, 187–189

ISO 9000:2015
, 249

ISO/IEC 17021:2006 standard
, 192

ISO/IEC 27000 standard
, 248, 252, 255

ISO/IEC 27001 standard
, 245–246

appendix A
, 258–259

benefits of application
, 259–260

certifications
, 260

context of organization
, 249–250

history
, 246–248

improvement
, 257

integrated management system
, 262–263

leadership
, 250–251

operation
, 255

performance evaluation
, 255–257

planning
, 251–253

process scheme to set up ISMS
, 261–262

scope
, 249

structure
, 248–259

support
, 253–254

ISO/IEC 27002 standard
, 247

ISO/IEC 27003 standard
, 248

ISO/IEC 27004 standard
, 248

ISO/IEC 27005 standard
, 248

ISO/IEC 27006 standard
, 247

ISO/IEC 27007 standard
, 248

ISO/IEC 27009 standard
, 247

ISO/IEC TR 27008 standard
, 248

Japanese Union of Scientists and Engineers (JUSE)
, 11

Jidoka
, (see Autonomation)

Joint technical committee 1 (JTC 1)
, 246

Just-in-time (JIT)
, 130, 139–140

delivery of purchases
, 146–147

economic lot of production and SMED
, 142–143

line balancing
, 142

production
, 139–149

production cells and multiskilled workers
, 143–145

production leveling
, 140, 142

pull system and Kanban system
, 145–146

relationship matrix between practices and
, 141

Takt time
, 140

workplace organization
, 145

Kaizen
, (see Continuous process improvement (CPI))

Kanban system
, 145–146

KJ technique
, 82

Labor

child
, 266–267

forced
, 267

Leadership
, 154, 194, 202

Lean

enterprise
, 133–139

organizational model
, 133

production
, 129, 131, 134

supply chain
, 130, 136

Lean management
, 129–131

elements of Toyota’s production system
, 139–149

lean enterprise
, 133–139

origins and traits
, 131–133

Lean Thinking (Womack and Jones)
, 130

Learning
, 61–62, 94, 136

Least squares method
, 51

Legitimacy of stakeholders
, 29

Life cycle assessment (LCA)
, 202, 208

Lifetime distributions
, 45

Line balancing
, 142

Linear regression model
, 50

Logical security
, 245

Lower control limit (LCL)
, 51

Malcom Baldrige National Quality Award (1987)
, 14–15

Management review process
, 236, 272

Management system
, 243, 271–274

Mass production
, 6, 129–130, 134

Master production schedule (MPS)
, 145

Mathematical model
, 45

Measurement perspectives of BSC
, 56, 58

customer perspective
, 59–60

financial perspective
, 59

indicators for business to business services company
, 58

internal business processes perspective
, 60–61

learning and growth perspective
, 61–62

Median
, 37

Memory of Meeting
, 254

Mindset
, 12, 129

Modus operandi
, 12, 89, 117, 129, 133

Multiskilled workers
, 143–145

Mutual consent
, 188

National standard
, 188

Natural variability
, 51

Non-compliance
, 257

“Non-fulfilment of requirement”
, 257

Non-quality cost
, 197

Normal distribution
, 44–45, 47

Normative power
, 29–30

North Atlantic Treaty Organization
, 187

Null hypothesis
, 49

Numerical variables
, 38

Objective evaluation matrix
, 171–172

Observed significance level
, 50

Occupational health and safety (OHS)
, 217, 222–223

Occupational health and safety management system (OHSMS)
, 217–218

Annex
, 221

benefits of adopting OHSMS and benefits of certification
, 241–243

certification
, 239–241

Deming cycle
, 239

example of objectives program
, 229

example of risk assessment criterion
, 226–227

extract from internal audit checklist
, 237

flow chart for fire emergency management
, 235

internal audit program
, 238

OHS performance
, 228

organizational chart
, 231

planning phase
, 223

requirements and implementation
, 220–239

safety policy
, 224

scale of risk mitigation interventions
, 225

SMART
, 230

training program
, 232

work permit
, 233–234

Occurrence (O)
, 119–120

One-dimensional attributes (O)
, 86

Operational benchmarking
, 95–96, 98

Operational controls
, 201–202, 233

Operational tools
, 174–176

Opportunities
, 223, 228

Optimized process redefinition
, 170

Organizations
, 167

capital
, 61

charts
, 174n3, 231

modeling
, 171–173

security
, 245

“Out of control” process
, 52–53

Outcome measures
, 71

Outliers
, 37

Overall performance index
, 183

p-value
, 50

Pareto principle/diagram
, 9, 38–39

Part/subsystem deployment matrix
, 79

Partners
, 28, 133, 136

Percentile
, 37

Performance benchmarking
, 95, 98–99

Performance drivers’ measures
, 71

Performance indicators
, 70–71

Performance management through BSC
, 66

action plan development
, 71–72

articulating company’s strategy
, 67

identification of causal relationships
, 67–70

performance indicators
, 70–71

reporting system creation
, 72–73

strategic objectives for “facility management office”
, 68–69

PESTLE analysis
, 221

Philosophy, process, people, partners, and problem solving model (4P model)
, 133–139

Physical security
, 245

Plan-Do-Check-Act cycle (PDCA cycle)
, 9, 104–106, 194, 200, 219, 245

and methods
, 208–209

Planning and implementation of SA 8000 standard
, 272

Poisson distribution
, 42

Poka-yoke
, 135, 147

Polarization of perspectives
, 17–18

Population
, 36

Position indexes
, 36–37

Practice benchmarking
, 99

Preliminary audit
, 240

Probability
, 41

density of normal distribution
, 44

distributions
, 42–45

of failure analysis
, 121

function
, 42

plots
, 47

Problem-solving process
, 139

Process approach
, 167, 170, 194, 278

obstacles and benefits of
, 176–178

Process indicators
, 181–183

building indicator
, 183–184

choice of indicators
, 183

example of matrix for identification
, 182

implementation of indicator system
, 185

representation of indicators
, 184

Process mapping

development team and process owner
, 174

methods, tools, languages, and rules
, 179–181

operational tools and practical guidance
, 174–176

organization modeling
, 171–173

process identification
, 169–170

processes, functions, and procedures
, 167–168

and risk-based thinking
, 181

textual and graphical representations
, 178–179

Process(es)
, 167–168, 207–209

benchmarking
, 93

criticality matrix
, 171, 173

identification
, 169–170

managers
, 170

owner
, 174

planning matrix
, 79

process/quality control matrix
, 79

quality
, 3, 12

and quality control parameters
, 79

Producer risk
, 50

Product

design matrix
, 80

planning matrix
, 79

quality
, 2–3, 6

Production cells
, 143–145

Production leveling
, 140–142

Productivity
, 7

Project development teams
, 155

Public communication phase
, 191

Pull system
, 145–146

Push systems
, 145

PYX4 software tool
, 179–180

Qualigram method
, 179

qualigram pyramid
, 180

Qualitative variables
, 36

Quality
, 1–3

chart
, 77, 82

gurus
, 14

history
, 4–5

of idea
, 2, 6, 12

of impact
, 3, 18

markets and approaches
, 9–13

meanings
, 4, 6, 10, 12, 18

planning
, 84

principles
, 181

standards
, 187

strategy
, 17

tables of QFD
, 79

of technical realization
, 2, 6, 8, 10

at time of industrial revolution(s)
, 5–7

at turn of millennium
, 17–18

Western Quality Movement
, 14–17

after World War II
, 7–9

Quality assurance (QA)
, 10

Quality control (QC)
, 8–9

charts
, 51–53

Quality function deployment (QFD)
, 77–78, 158

advantages and problems in application
, 89–90

House of Quality (HoQ)
, 80–89

instrument features
, 78–80

Quality inspection (QI)
, 5–7

Quality management
, 23, 91, 129

principles
, 194–195

and quality insurance
, 189

Quality management system (QMS)
, 176, 191, 192n2

Quantile
, 37

Quartiles
, 37

R software
, 36, 38

Random experiment
, 42

Random process
, (see Stochastic process)

Random variable
, 42

Range of variation
, 37

Readability
, 195–196

Regression
, 50–51

Relationship
, 175

digraph
, 89

management
, 195

matrix
, 80, 83–84

Network diagram
, 89

Relative frequency
, 38–39

Relative-importance ranking
, 87

Relevance theory of stakeholders
, 29–31

Remuneration
, 28, 270–271

Reporting system creation
, 72–73

Resistance to change
, 74

Resource management
, 196

“Responsible Care” program
, 200

Revealed Preference techniques
, 87

Reverse attributes (R)
, 87

Reverse Engineering and product competitive analysis
, 93

Risk priority number (RPN)
, 118–122, 164

Risk(s)
, 218, 223

analysis
, 252

assessment
, 223, 226–227

management
, 259

perception
, 118–122

risk-based planning and controls
, 201

risk-based thinking approach
, 181, 218

SA 8000 standard
, 265–266

advantages and obstacles
, 275–277

analysis with ISO 9001 and ISO 14001 certification
, 278

and other CSR standards/codes of conduct
, 278–279

structure
, 266–274

Safety management system
, 241

Safety policy
, 224, 241

Sample
, 36

selection
, 111

size
, 36

variance
, 37, 47

Scatter plot
, 41–42

Scorecards
, 100–101

Second Industrial Revolution
, 6

Second-party audits
, 191

SERVQUAL method
, 18, 115–116

Severity (S)
, 119–121

Shareholders,
, 24–25, 28

Shewhart charts
, 51

Shojinka
, 143–145

Situational factors
, 103

Six sigma method
, 18, 153

DMAIC methodology
, 155–165

history
, 154

supporting structure
, 154–155

Six Ws method
, 175

Small and medium enterprises (SMEs)
, 15

SMED system
, 142–143

Social Accountability International
, 265

Social factor
, 225

Social responsibility requirements of SA 8000 standard

child labor
, 266–267

disciplinary procedures
, 269–270

discrimination
, 269

forced labor
, 261

freedom of association and
, 268–269

health and safety
, 268

management system
, 271–274

remuneration
, 270–271

right to collective bargaining
, 268–269

working hours
, 270

Sort, straighten, shine, standardize and sustain method (5S method)
, 145

Specific, Measurable, Attainable, Relevant, Time-bound (SMART)
, 230

Stakeholders
, 23, 26–29, 194

companies and
, 24–25

engagement
, 274

involvement
, 211

legitimacy of
, 29–30

power of
, 29–3

principles of stakeholder management
, 31–33

relevance
, 29–31

Standard(s)
, (see also International Organization for Standardization (ISO))

bodies
, 189–190

deviation
, 37

error
, 47

normal distribution
, 44

process
, 190–191

and value
, 187–189

Statement of Applicability (SoA)
, 253, 262

Statistical inference techniques
, 46

confidence intervals
, 47–48

hypothesis verification
, 48–50

regression
, 50–51

Statistical process control (SPC)
, 8

Statistical test
, 49

Statistical tools
, 35, 163

advanced techniques
, 51–54

descriptive statistics
, 36–41

inferential statistics
, 45

probability
, 41–45

Statistical units
, 36

Statistics
, 36

Stochastic control
, 53–54

Stochastic process
, 53–54

Strategic/strategy
, 171

benchmarking
, 93

deployment
, 71

learning
, 72

map
, 56, 59, 62–63, 69–70

proactivity
, 206

Structured process
, 91

Student’s t distribution
, 45

Subcontractors control
, 272–273

Substitute quality characteristics
, 83

Subsuppliers control
, 272–273

Summary statistics
, 36–38

Suppliers
, 28

control
, 275–276

Suppliers, Input, Process, Output, and Customers scheme (SIPOC scheme)
, 159–160

Supply chain
, 81, 204

Surveillance

audit
, 240

visits
, 192

Synthetic benchmarking
, 100–103

System approach
, 278

System boundaries
, 170

Systematic communication with stakeholders
, 208–209

Systematic variability
, 51

Takt time (Tt)
, 140

Tangible assets
, 28

Targets
, 64–66

customer satisfaction value
, 87

values
, 183

Team-based approach
, 208

Technical Committee Management Board
, 190

Technical Committees (TC)
, 189

Technical Management Board (TMB)
, 189–190

Technical rules
, 188

Technical standards
, 188

Test statistics
, 49

Textual representation
, 178–179

Third-party audits
, 191

Time

schedule
, 113

sensitivity
, 30

series
, (see Historical series)

Top management
, 133, 140, 207–208

commitment
, 211

Top-down approach
, 169–170

Total Productive Maintenance (TPM)
, 148–149

Total quality control (TQC)
, 11–12, 14

Total quality management (TQM)
, 14–15, 208

Toyota way
, 133

Toyota’s production system elements
, 139

autonomation
, 147–148

JIT
, 139–147

Toyota partnership model
, 136–137

TPM
, 148–149

Trade-offs
, 81, 8389

Training program
, 232

Transparency
, 188

Tree of customer’s satisfaction
, 114

Type I error
, 50

Type II error
, 50

UN International Convention on Rights of Child
, 266

Universality
, 101

Universe
, (see Population)

Upper control limit (UCL)
, 51

Urgency of stakeholders
, 30–31

US companies
, 10–11, 13, 92

US Military Specification (MILQ-9858)
, 187

US Technical Advisory Group
, 201

Utilitarian power
, 29–30

Value creation model
, 24

Variability
, 51

Variance for continuous variable
, 42

Vision 2000
, 194–195

Voice of customer
, 83

Voice of engineer
, 83

Voluntary certificate
, 188

Weibull distribution
, 45

Western Quality Movement
, 14–17

Work environment resources
, 196

Work in progress (WIP)
, 132

Workplace organization
, 145