Preface xxiii Acknowledgments xxv About the Authors xxvii Part 1 Understanding Quality Concepts 1 Differing Perspectives on Quality 2 A CLOSER LOOK AT QUALITY 1-1: Buying Clothing in Asia, 3 What Is Quality?, 4 Product Quality Dimensions, 4 Service Quality Dimensions, 5 Why Does It Matter That Different Definitions of Quality Exist?, 6 Differing Functional Perspectives on Quality, 7 A Supply Chain Perspective, 8 A CLOSER LOOK AT QUALITY 1-2: Covid and Quality, 9 An Engineering Perspective, 9 An Operations Perspective, 11 A Strategic Management Perspective, 12 A Marketing Perspective, 12 QUALITY HIGHLIGHT 1-1: Quality Strategy at Hyundai, 13 A Financial Perspective, 15 The Human Resources Perspective, 16 Is Quality Management Its Own Functional Discipline?, 17 The Three Spheres of Quality, 18 QUALITY HIGHLIGHT 1-2: Federal Express Corporation, 20 Other Perspectives on Quality, 20 The Value-Added Perspective on Quality, 20 Cultural Perspectives on Quality, 21 Arriving at a Common Understanding of Quality Using a Contingency Perspective of Quality, 21 Employment in Quality Management, 21 Summary, 22 Key Terms, 23 Discussion Questions, 23 CASE 1-1: FedEx: Managing Quality Day and Night, 24 CASE 1-2: Graniterock Company: Achieving Quality through Employees, 25 2 Quality T heory 27 What Is Theory?, 27 Is There a Theory of Quality Management?, 29 A CLOSER LOOK AT QUALITY 2-1: Quality and Management Fads, 29 History of Quality Management, 30 Leading Contributors to Quality Theory: W Edwards Deming, 31 Deming''s 14 Points for Management, 32 Leading Contributors to Quality Theory: Joseph M Juran, 36 The Juran Trilogy, 36 Control versus Breakthrough, 36 Project-by- Project Improvement, 37 A CLOSER LOOK AT QUALITY 2-2: Juran on the Past Century of Quality, 37 Leading Contributors to Quality Theory: Kaoru Ishikawa, 38 The Basic Tools of Quality, 38 Leading Contributors to Quality Theory: Taiichi Ohno and Shigeo Shingo, 39 Leading Contributors to Quality Theory: Armand Feigenbaum, 39 The 19 Steps of TQC, 40 Leading Contributors to Quality Theory: Philip Crosby, 41 Leading Contributors to Quality Theory: Genichi Taguchi, 41 Definition of Quality, 42 Quality Loss Function, 42 Robust Design, 42 Leading Contributors to Quality Theory: The Rest of the Pack, 42 Robert C Camp, 43 Stephen R Covey''s "8" Habits, 43 Michael Hammer and James Champy, 44 A CLOSER LOOK AT QUALITY 2-3: Selling Quality Fads, 44 Viewing Quality Theory from a Contingency Perspective, 45 Resolving the Differences in Quality Approaches: An Integrative View, 45 Leadership, 45 Employee Improvement, 47 Quality Assurance, 47 Customer Focus, 47 Quality Philosophy, 47 Information Analysis, 47 Strategic Planning, 47 Environment or Infrastructure, 48 Team Approach, 48 Focus of the Quality Department, 48 Breakthrough, 48 Theoretical Framework for Quality Management, 48 Summary, 49 Key Terms, 49 Discussion Questions, 49 CASE 2-1: Tesla: Improving Quality?, 50 CASE 2-2: Has Disney Developed a Theory of Quality Guest Services Management?, 51 3 Global Supply Chain Quality and International Quality Standards 53 Managing Quality for the Multinational Firm (MNF), 54 QUALITY HIGHLIGHT 3-1: Global Supply Chain Quality at Trek, 56 Quality Improvement: The American Way, 58 The Baldrige Performance Excellence Program, 58 A CLOSER LOOK AT QUALITY 3-1: Who Was Malcolm Baldrige?, 63 The Baldrige Process, 63 Baldrige Scoring, 64 Being a Baldrige Examiner, 65 QUALITY HIGHLIGHT 3-2: Honeywell Federal Manufacturing & Technologies, 67 A Culture Aligned, Checked, and Filtered for Success, 68 State Awards, 68 Quality Improvement: The Japanese Way, 69 Deming Prize, 69 Other Japanese Contributions to Quality Thought, 69 Lean Production, 70 QUALITY HIGHLIGHT 3-3: Thermo Fisher Scientific--Vilnius Lithuania, 71 Japanese Total Quality Control (TQC), 72 Quality Improvement: The European Way, 74 European EFQM Excellence Award, 74 Quality Management Principles Underlying ISO 9000:2015, 76 Selecting a Registrar, 77 The ISO 9000:2015 Process, 77 ISO 14000, 78 Quality Improvement: The Chinese Way, 79 Does Chinese Quality Management Exist?, 79 A CLOSER LOOK AT QUALITY 3-2: Outsourcing Woes, 81 Are Quality Approaches Influenced by Culture?, 82 Summary, 83 Key Terms, 83 Discussion Questions, 83 CASE 3-1: Denver International Airport Becomes ISO 14001 Certified, 84 CASE 3-2: Wainwright Industries: An Entirely New Philosophy of Business Based on Customer Satisfaction and Quality, 85 Part 2 Designing and Assuring Quality 4 Strategic Quality Planning 88 Strategy Content, 88 The Importance of Time in Quality Improvement, 88 A CLOSER LOOK AT QUALITY 4-1: Bad Measurement Systems Result in Poor Outcomes, 90 Leadership for Quality, 91 Leadership Dimensions, 92 QUALITY HIGHLIGHT 4-1: Memorial Hermann Sugar Land Hospital, 93 Quality and Ethics, 94 Quality as a Strategy, 94 Costs of Quality, 94 PAF Paradigm, 95 Accounting for Quality-Related Costs, 96 Lundvall-Juran Quality Cost Model, 98 Differentiation through Quality, 98 Focus through Quality, 99 Order Winners, 99 Quality as a Core Competency, 100 Quality Strategy Process, 100 Forced-Choice Model, 101 Deploying Quality, 101 A CLOSER LOOK AT QUALITY 4-2: A Mature Strategic Planning Process, 102 Does Quality Lead to Better Business Results?, 104 Quality and Price, 105 Quality and Cost, 105 Quality and Productivity, 105 Quality and Profitability, 106 Quality and Sustainability, 106 Supply Chain Strategy, 107 Summary, 108 Key Terms, 108 Discussion Questions, 108 Problems, 109 CASE 4-1: Ames Corporation: Realizing Multiple Benefits through Improved Quality, 110 CASE 4-2: MidwayUSA, 112 5 The Voice of the Customer 113 A CLOSER LOOK AT QUALITY 5-1: Online Review of Merchandise, 114 Customer-Driven Quality, 114 The Pitfalls of Reactive Customer-Driven Quality, 115 Customer-Relationship Management, 116 Complaint Resolution, 116 Feedback, 117 Guarantees, 117 Corrective Action, 118 The "Gaps" Approach to Service Design, 118 Segmenting Customers and Markets, 120 Strategic Supply Chain Alliances Between Customers and Suppliers, 122 Process-Chain- Network (PCN) Tool for Service Design, 123 The Role of the Customer in the Supply Chain, 124 Communicating Downstream, 125 Actively Solicited Customer-Feedback Approaches, 125 Telephone Contact, 126 Focus Groups, 126 Customer Service Surveys, 127 A CLOSER LOOK AT QUALITY 5-2: Misusing Surveys, 127 Passively Solicited Customer-Feedback Approaches, 130 Customer Research Cards, 131 Customer Response Lines and Web Sites, 131 Managing Customer Retention and Loyalty, 131 Customer-Relationship Management Systems, 132 A Word on Excellent Design, 134 Summary, 134 Key Terms, 134 Discussion Questions, 135 Problems, 135 CASE 5-1: Customer Quality Feedback and Reviews at Amazon, 136 CASE 5-2: Gerdau Long Steel North America: Achieving High Quality through a Commitment to Both External and Internal Customers, 137 6 The Voice of the Market 138 Gaining Insights Through Benchmarking, 138 Process Benchmarking, 140 Financial Benchmarking, 140 Performance Benchmarking, 140 Product Benchmarking, 141 Strategic Benchmarking, 141 QUALITY HIGHLIGHT 6-1: Pal''s Sudden Service, 141 Functional Benchmarking, 142 Purposes of Benchmarking, 143 Difficulties in Monitoring and Measuring Performance, 143 Commonly Benchmarked Performance Measures, 146 Why Collect All These Measures?, 147 Key Business Factors, 147 Business Process Benchmarking, 148 Robert Camp''s Business Process Benchmarking Process, 149 Leading and Managing the Benchmarking Effort, 150 Training, 151 A CLOSER LOOK AT QUALITY 6-1: Benchmarking at PwC, 151 A CLOSER LOOK AT QUALITY 6-2: The Legal Environment of Benchmarking, 152 Baselining and Process Improvement, 153 Problems with Benchmarking, 154 Summary, 154 Key Terms, 155 Discussion Questions, 155 Problems, 156 CASE 6-1: Amgen Corporation: Using Benchmarking as a Means of Coping with Rapid Growth in Pharmaceuticals, 158 CASE 6-2: Institute for Healthcare Improvement (IHI): Breakthrough Series, 160 7 Quality and Innovation in Product and Process Design 161 Designing Products for Quality, 161 The Design Process, 162 QUALITY HIGHLIGHT 7-1: Apple''s Watch: A Philosophy of Design, 164.