This book describes a pragmatic set of steps which make it possible for an organization of any type to engage every person on their payroll in the continual effort to improve everything the company does. The authors' intention is to re-energize the “Quality Revolution” in the United States by giving organizations a realistic option for tapping into the talent already on their payrolls. The book presents not only logical theory but also a real-life, full-scale success story as a model. Paying heed to its lessons can enable organizations of all types to improve whatever it is they do and see a positive impact on the bottom line. The focus of the book is on the Complete Quality Process (CQP), which takes into account not only the tools available to analyze, institute, measure, and record quality practices, but also the environment in which these tools are consistently and enthusiastically applied. CQP contrasts sharply with efforts which address only one specific portion of the total range of quality challenges – and none of which come close to involving (in the sense of asking for ideas and input and sharing decision-making capabilities) 100% of the people on the payroll. Benefits: The methodology allows for and encourages the appropriate use of any quality tool while underscoring the importance of having the will to use those tools. Contents: Introduction Chapter 1: A Complete Quality Process Chapter 2: The Economic Case for Quality Chapter 3: Active Commitment at the Top Chapter 4: Leading with Confidence Chapter 5: The Ins and the Outs of Participation Chapter 6: Investing in the Future Chapter 7: Progress and Possibilities Chapter 8: Celebrate Good Times! Chapter 9: As I Was Saying … Chapter 10: Now What?

Quality Makes Money

Business & Money

Pat Townsend

Joan Gebhardt

Management & Leadership

American Society for Quality Press

Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.

Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty

Bob E. Hayes

Economics

Fully updated to reflect the 2022 ASQ Certified Six Sigma Black Belt (CSSBB) Body of Knowledge (BoK), The ASQ Certified Six Sigma Black Belt Handbook, Fourth Edition is ideal for candidates studying for the CSSBB examination. This comprehensive reference focuses on the core areas of organization-wide planning and deployment, team management, and each of the DMAIC project phases. The fourth edition of this handbook offers thorough explanations of statistical concepts in a straightforward way. It also reflects the latest technology and applications of Six Sigma and lean tools.\nUpdates you will find in the fourth edition include: New topics and tools, such as return on investment calculations, the roles of coaching and finance in projects, process-decision program charts, interrelationship digraphs, A3 analysis, maturity models, key behavior indicators, and audit MSA A new chapter on risk analysis and management Revamped statistics sections New tables, figures, and examples to help illustrate key points

The ASQ Certified Six Sigma Black Belt Handbook, Fourth Edition

The ASQ Certified Quality Engineer Handbook, Fifth Edition, covers a wide range of topics in the quality engineering field and is organized to align with the 2022 ASQ Certified Quality Engineer (CQE) Body of Knowledge (BoK). This handbook is essential for candidates preparing for the ASQ CQE examination. For working engineers, it is a convenient and thorough guide to the profession.\nIn addition to providing detailed explanations of each section of the 2022 CQE BoK, this current edition includes: An explanation of cost-benefit analysis (CBA) and the RACI matrix; critical to quality as a design input; hazard analysis and FMEA; overall equipment effectiveness (OEE); 5 Whys analysis; data automation and database integration; and assessing risk in audit planning and implementation New chapter on risk management Appendices and a Glossary of Terms for reference purposes\nContent in this fifth edition has been restructured to provide tools and concepts that match the 2022 CQE BoK, as well as improved textbook and journal article references throughout the entire book. This handbook also provides case studies that give readers a broader context for real-life scenarios and applications.

The ASQ Certified Quality Engineer Handbook, Fifth Edition

Advanced Quality Auditing: An Auditor's Review of Risk Management, Lean Improvement, and Data Analysis

Coleman, Lance B

Accounting

The last decade has seen wide changes in how quality standards are applied in industry. We now have two functions: quality assurance and process improvement. Quality assurance focuses primarily on product quality, while process improvement focuses on process quality; the principles of quality cost support both.The purpose of this book remains the same as the third edition: to provide a basic understanding of the principles of quality cost. Using this book, organizations can develop and implement a quality cost system to fit their needs. Used as an adjunct to overall financial management, these principles will help maintain vital quality improvement programs over extended timeframes.This fourth edition now includes information on the quality cost systems involved with the education, service, banking, and software development industries. You'll also find new material on ISO 9001, cost systems in small businesses, and activity based costing. Additional information on team-based problem-solving, customer satisfaction, and the costs involved with the defense industry are also offered.

Principles of Quality Costs, Fourth Edition: Financial Measures for Strategic Implementation of Quality Management

Wood, Douglas C

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