"Less is more" may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today's ever-changing business landscape.

Textile quality assurance is the process of designing, producing, and evaluating products to determine whether or not they meet the quality level desired by a company's target market." Quality Assurance for Textiles and Apparel, "2nd Edition, reflects the industry's best practices for providing products of a consistent quality that meet customers' needs. With updated information on technological advances and globalization, this 2nd Edition emphasizes the importance of incorporating product quality measures from the merchandising and design stages all the way through production, delivery, and retailing.

The first edition published in 2010. The response was encouraging and many people appreciated a book that was dedicated to quality management in construction projects. Since it published, ISO 9000: 2008 has been revised and ISO 9000: 2015 has published. The new edition will focus on risk-based thinking which must be considered from the beginning and throughout the project life cycle. There are quality-related topics such as Customer Relationship, Supplier Management, Risk Management, Quality Audits, Tools for Construction Projects, and Quality Management that were not covered in the first edition. Furthermore, some figures and tables needed to be updated to make the book more comprehensive.

Small businesses face many challenges today, including the increasing demand by larger companies for ISO 9001compliance, a challenging task for any organisation and in particular for a small business without quality assurance experts on its payroll. Ray Tricker has already guided hundreds of businesses through to ISO accreditation, and this sixth edition of his life-saving ISO guide provides all you need to meet the new 2015 standards. ISO 9001:2015 for Small Businesses helps you understand what the new standard is all about and how to achieve compliance in a cost effective way. Covering all the major changes to the standards, this book provides direct, accessible and straightforward guidance. This edition includes: down-to-earth explanations to help you determine what you need to enable you to work in compliance with and/or achieve certification to ISO 9001:2015; a contextual explanation of ISO 9001 within the structure of ISO 9000 family of standards; a detailed description of the structure of ISO 9001:2015 and its compliance with Annex SL; coverage of the new requirements for Risk Management and Risk Analysis; a guide to the costs involved in implementing ISO 9001:2015 and advice on how to control costs; an example of a complete, generic Quality Management System consisting of a Quality Manual plus a whole host of Quality Processes, Quality Procedures and Word Instructions; and access to a free, software copy of these generic QMS files to give you a starting point from which to develop your own documentation. This book is also supported with a complete bibliography containing abbreviations and acronyms as well as a glossary of terms. This comprehensive text will provide you and your small business with a complete guide on your way to ISO compliance.

In this book . . . Nicolas Vandeput hacks his way through the maze of quantitative supply chain optimizations. This book illustrates how the quantitative optimization of 21st century supply chains should be crafted and executed. . . . Vandeput is at the forefront of a new and better way of doing supply chains, and thanks to a richly illustrated book, where every single situation gets its own illustrating code snippet, so could you. --Joannes Vermorel, CEO, Lokad Inventory Optimization argues that mathematical inventory models can only take us so far with supply chain management. In order to optimize inventory policies, we have to use probabilistic simulations. The book explains how to implement these models and simulations step-by-step, starting from simple deterministic ones to complex multi-echelon optimization. The first two parts of the book discuss classical mathematical models, their limitations and assumptions, and a quick but effective introduction to Python is provided. Part 3 contains more advanced models that will allow you to optimize your profits, estimate your lost sales and use advanced demand distributions. It also provides an explanation of how you can optimize a multi-echelon supply chain based on a simple-yet powerful-framework. Part 4 discusses inventory optimization thanks to simulations under custom discrete demand probability functions. Inventory managers, demand planners and academics interested in gaining cost-effective solutions will benefit from the "do-it-yourself" examples and Python programs included in each chapter.

Design for Six Sigma (DFSS) is an innovative continuous improvement methodology for designing new products, processes, and services by integrating Lean and Six Sigma principles. This book will explain how the DFSS methodology is used to design robust products, processes, or services right the first time by using the voice of the customer to meet Six Sigma performance. Robust designs are insensitive to variation and provide consistent performance in the hands of the customer. DFSS is used to meet customer needs by understanding their requirements, considering current process capability, identifying and reducing gaps, and verifying predictions to develop a robust design. This book offers: Methodology on how to implement DFSS in various industries Practical examples of the use of DFSS Sustainability utilizing Lean Six Sigma techniques and Lean product development Innovative designs using DFSS with concept generation Case studies for implementing the DFSS methodology Design for Six Sigma (DFSS) enables organizations to develop innovative designs. In order to redesign an existing process or design a new process, the success is dependent on a rigorous process and methodology. DFSS ensures that there are minimal defects in the introduction of new products, processes, or services. The authors have compiled all of the tools necessary for implementation of a practical approach though innovation.

The concepts of quality management have been progressively interpreted and stylized by various practitioners over time, particularly through specific successful applications of its use. Its current predominant application has been narrowed even more through the focused practice of Lean Six Sigma. Through that narrowing, it has largely failed and given up on the application of quality practice to entire organizational systems-even though they are essential to designing and sustaining quality practice over time. This book corrects that problem and introduces a broad new framework for system management, including practical tools and guidance for its use. It provides the long-promised "profound knowledge of systems" and shows how structured systems can unify and align quality practices throughout an entire organization. In addition, it introduces a framework for objectively measuring the maturity of systems and processes to provide an organizational quality scorecard, essential for sustainability. Throughout this book, you will learn: Descriptions and definitions of processes, systems, and projects and how they come together to provide an overall organization-wide framework for management and change. Tools and practices for identifying and controlling systems through system mapping. How to use a system management standard to objectively score process maturity, potentially leading to improvements in efficiency, effectiveness, and delivered value of all managed work enterprises. How system management fits together with process management and project management to create an agile framework for overall organizational quality.

The implementation of quality management can be seen as a sequence of projects and evolves as a result of how projects are planned, executed and closed. This book explores quality management from a project management perspective, based on the author's long experience of teaching and practicing, including the implementation and operation of quality management systems within various types of organisations. The author explores the origins of quality management as a discipline, it's appearance in the present form and how quality management can be implemented and applied in all kinds of organisations to achieve stability and better results. The basic principles of quality management and the ISO9001 quality management standard are discussed and explained from a broad perspective, with illustrative examples from different types of organisations. Quality Management offers a global, accessible guide for undergraduate and postgraduate university students. Written clearly and with illustrative examples, it will also appeal to all those interested in project management and quality management and wishing to expand their knowledge base.

Avedis Donabedian's name is synonymous with quality of medical care. He unravelled the mystery behind the concept by defining it in clear operational terms and provided detailed blueprints for both its measurement (known as quality assessment) and its improvement (known as quality assurance). Many before him claimed that quality couldn't be defined in concrete objective terms. He demonstrated that quality is an attribute of a system which he called structure, a set of organized activities which he called process, and an outcome which results from both. In this book Donabedian tells the full story of quality assessment and assurance in simple, clear terms. He defines the meaning of quality, explicates its components, and provides clear and systematic guides to its assessment and enhancement. His style is lucid, succinct, systematic and yet personal, almost conversational.

Recognizing the need to implement quality and eliminate waste, companies embrace Lean, Six Sigma, or a combination of the two, typically taking a broad approach that seeks to remediate every process, critical or not. When this happens, efforts become distracted, improvements indefinitely delayed, and results mediocre at best.

The Ultimate Improvement Cycle (UIC) integrates Lean, Six Sigma, and the Theory of Constraints into a combined strategy that will help you immediately focus your efforts on those areas that will make the greatest difference. The book presents basic laws of factory physics that show why the UIC delivers significant bottom-line improvement while other initiatives so often fail. It explains to you why focusing your efforts on apparent problems rather than systemic concerns is wasted effort.

Focus on key areas and take improvement to the next level

The Ultimate Improvement Cycle: Maximizing Profits through the Integration of Lean, Six Sigma, and the Theory of Constraints show you how to draw the best from Lean and Six Sigma by employing principles drawn from the Theory of Constraints. This approach will ensure that your effort is focused in the right place, at the right time, using the right tools, and the right amount of resources. This multi-pronged approach addresses cost accounting, variation, waste, and performance measurements. But most importantly, it focuses your organization on the right areas to optimize.
Applying years of hands-on work in many environments, Bob Sproull has developed a unique proven method that capitalizes on a time-release formula for evoking the key tools that improvement requires. He shows you how to take advantage of the cyclical nature of improvement to implement change that is perpetually effective, and his approach does not require more resources than you have on hand. Although originally developed in manufacturing, the UIC works equally well in any environment whether it be manufacturing or service-oriented, including Maintenance, Repair and Overhaul (MRO) and Critical Chain Project Management (CCPM).

Everyone has trouble with bureaucracy. Citizens and politicians have trouble controlling the runaway bureaucratic machine. Managers have trouble managing it. Employees dislike working in it. Clients can't get the goods from it. Teachers have difficulty getting a grip on it. Optimists argue that soon all of this will be fixed. The new Fifth Edition of Ralph P. Hummel's classic text maintains just the opposite - that despite all the current rhetoric from proponents of total quality management, corporate reengineering, and the new public management, it's still "business as usual" for bureaucracies. The persistent reality of organizational structure remains resilient in the face of feel-good trends and values. For this edition the book has been thoroughly revised and updated, with two key changes: each of the six core chapters has been trimmed and edited to consolidate and streamline the important organizational theory developments since the book's initial publication; and, each chapter contains newly added critiques of the postmodern theory of modern organizations, pursuing the theme that postmodernism covers up the persistent reality of organizational structure.

Compared to its widespread implementation across almost all areas of production, Lean improvement efforts lag within the process industries. While many innovators have successfully applied Lean principles to these industries during the past three decades, most of those pioneering efforts were never recorded to guide the improvement efforts of others. Drawing on more than 40 years of application experience at one of the world's largest chemical and materials manufacturers, coupled with 10 years in private practice, Peter King corrects this void by providing the first comprehensive resource written explicitly for change agents within the process industries. Focusing on areas where the improvement needs of the process industry differ from parts assembly manufacturing, Lean for the Process Industries: Dealing with Complexity, Second Edition: Covers each of the eight wastes commonly described in Lean literature, looking at how they manifest themselves in process operations. Explains how to adapt value stream mapping for process operations. Shows how to identify the root causes of bottlenecks, and how to manage them to optimize flow until they can be eliminated. Provides practical techniques to overcome the barriers which have prevented the application of Cellular Manufacturing to process operations. Discusses the role of business leadership in a Lean strategy, describing both enabling and counter-productive management behaviors Since the publication of the first edition of this book, Peter King has been busy consulting with food, beverage, gasoline additive, and nutraceutical companies -- these new experiences have broadened his perspectives on certain Lean processes and have given him a richer set of examples to discuss in this new edition. While Value Stream Mapping is a very powerful tool to understand flow, bottlenecks, and waste in an operation, the traditional format as presented in many other books does not describe all of the data required to fully understand process flow and its detractors. This new edition highlights the necessary additions with examples of why they are useful. Product wheel scheduling achieves production leveling in a far more comprehensive and effective way than traditional heijunka methods. This edition has a more thorough description of the wheel concept and design steps, and more examples from actual applications.

From the best-selling quality management author, David Hoyle, Quality Management Essentials is the perfect brief, yet authoritative, introduction to the fundamentals of quality management. Quality in organizations, large or small, is achieved with intelligent use of various concepts, principles, tools and techniques. For those coming to the subject for the first time, these philosophies associated with quality management can be quite overwhelming. This very readable book provides a fast track introduction and executive level appraisal of the field from a respected and experienced author.

This book defines, develops, and examines the foundations of the APQP (Advanced Product Quality Planning) methodology. It explains in detail the five phases, and it relates its significance to national, international, and customer specific standards. It also includes additional information on the PPAP (Production Part Approval Process), Risk, Warranty, GD&T (Geometric Dimensioning and Tolerancing), and the role of leadership as they apply to the continual improvement process of any organization. Features Defines and explains the five stages of APQP in detail Identifies and zeroes in on the critical steps of the APQP methodology Covers the issue of risk as it is defined in the ISO 9001, IATF 16949, the pending VDA, and the OEM requirements Presents the role of leadership and management in the APQP methodology Summarizes all of the change requirements of the IATF standard

This book introduces students to business process management, an approach that aims to align the organization's business processes with the demands of the marketplace. Processes serve as a coordination mechanism, and the aim of business process management is to improve the organization's effectiveness and efficiency in adapting to change, and maintaining competitive advantage. In Business Process Management, Kumar argues for the value of looking at businesses as a collection of processes that cut across departments, and for breaking down functional silos. The book provides an overview of the basic concepts in this field before moving on to more advanced topics such as process verification, flexible processes, process security and evaluation, resource assignment, and social networks. One chapter of the book is also devoted to process analytics. The book concludes with an examination of the future directions of the discipline. Blending a strong grounding in current research with a focus on concepts and tools, Business Process Management is an accessible textbook full of practical examples and cases that will appeal to upper level students.

"This book is an introductory book on improving the quality of a process or a system, primarily through the technique of statistical process control (SPC). There are numerous technical manuals available for SPC, but this book differs in two ways: (1) the basic tools of SPC are introduced in a no-nonsense, simple, non-math manner, and (2) the methods can be learned and practiced in an uncomplicated fashion using free software (eZ SPC 2.0), which is available to all readers online as a downloadable product. The book explains QC7 Tools, control charts, and statistical analysis including basic design of experiments. Theoretical explanations of the analytical methods are avoided; instead, results are interpreted through the use of the software"--

ISO 9000 is a comprehensive set of international standards for quality management and quality assurance. These standards ensure that companies effectively document all aspects of their quality management to show transparency and efficiency within all processes. They are not industry specific and pertain to organizations of any size. Continuous improvement is a key facet of the ISO 9001 standard (the particular standard that specifies requirements for a quality management system), but it does not explain how to implement or maintain this improvement. Lean production methodologies surely provide this crucial and tactical information. Adding Lean production methodologies to quality management systems effectively focuses these improvement activities. In the long run, it will save companies much time and money. This book, written in the novel format, discusses the symbiotic relationship between ISO 9001 and Lean as both can be seamlessly integrated. It shows how Lean provides the process improvements that are required by the ISO 9001 quality management system - Lean is crucial for identifying and removing waste from your processes, which ultimately creates greater customer value. In addition, the book shows the crucial financial benefits of this integration. This novel clearly illustrates that these two systems can function effectively is one understands the complex balance of standardization and change. ISO 9001 is clearly controlled and audited while Lean is often empowering, less meticulously audited, and rarely controlled. While presenting interesting characters and interactions, this fictional story embeds real-life manufacturing speak with a message of the importance of successful synergy between Lean practitioners, production leaders, and quality departments.

Due to its societal and economic relevance, Project Management (PM) has become an important discipline and a concept critical to modern organizations, public and private. PM as an academic discipline is discussed both in Management Science and in Operations Research. Management Science tends to focus on quantitative tools and the soft skills necessary to manage projects successfully. Operations Research gives the essential scientific contribution to the success of project management through the development of models and algorithms. In Management Science, Operations Research and Project Management, Jose RamA(3)n San CristA(3)bal Mateo fills the gap between scientific research and the practical application of that research. Project managers need formal training in decision-making but sometimes, they do not have an in-depth knowledge of Operations Research or they lack the necessary theoretical background. This book, with its focus on the quantitative models of Operations Research and Management Science applied to Project Management, provides project managers with the tools and methods necessary to manage projects successfully. Project managers operate in a complex global environment, in which numerous factors need to be considered, such as minimizing total project costs, meeting contracted dates, and ensuring that activities achieve certain quality levels. The focus here on the application of quantitative models of Operations Research and Management Science applied to Project Management provides them with the tools and methods necessary to make sound decisions.

In an age when most business plans extend only to the next quarterly reporting period, the authors of this book propose an audaciously longer view of future planning. Reaching beyond the modern five or ten-year strategic plan, the authors take a cue from Kongo Gumi, a Japanese construction company launched in 578 AD that managed to thrive as a family-owned business for nearly 1500 years. With the 2010 publication of an international standard on social responsibility (ISO 26000), and increased attention to sustainability and sustainability reporting, many organizations today are heeding the call to operate with this standard in mind. However, once the guidelines are understood and the gaps measured, these same organizations often struggle during implementation. Leveraging many decades of combined experience in Quality Management and Product Development, the authors of this seminal book provide a proven solution to help you turn information into action. Defining exactly what social responsibility means, A Six Sigma Approach to Sustainability introduces SOFAIR, a six-step methodology for achieving sustainability through social responsibility performance improvement. This rigorous methodology uses Six Sigma, and other process improvement methods, as a basis for maximizing the efficiency and effectiveness of your organization's social responsibility performance improvement effort. The book explains and demonstrates the meaning of CISR (R) - continual improvement for social responsibility - and illustrates the six-step SOFAIR methodology with many examples. The authors explain how your existing organizational continual improvement efforts can be adapted to also focus on sustainability. Four case studies are provided that demonstrate the application of the methodology in manufacturing, healthcare, business processes, and everyday personal life. Finally, the authors provide 10 things you can do today as social responsibility action. Kongo Gumi represents the author's goal of sustainability, and prompts the question, "What will your organization look like, not in 5-10 years, but in fifteen centuries?" This book provides a way for you to take action to create a more sustainable environment where your customers, suppliers, employees, and communities are available for your organization for decades, and even centuries, to come. About the Book's Cover: The six hands of many colors encircling the globe represent the diversity of stakeholders engaged in the six-step SOFAIR Process, and the global impact of CISR (R). CISR (R) is a registered trademark and can be used with permission for non-commercial use. Contact: www.SherpaBCorp.com

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 quality management topics, from creative and innovative improvements and approaches to today's economic environment to ways of developing metrics for measuring and evaluating programs. With non-academic, reader-friendly writing, the text features many chapter exercise and cases that provide students with hands-on experience.

Quality function deployment (QFD) is an effective tool to help organizations to become more competitive by designing their products and services to satisfy customers' requirements. This book is precise and direct and focuses on the key issues in building the House of Quality otherwise known as Quality Function Deployment (QFD). By reading this book, the manager understands how to solicit customer requirement information, how design requirements are matched to customer requirements, how priorities of customer needs are established, and how activities are benchmarked. Furthermore, this new edition expands the topic to include process change initiatives on the premise that QFD cannot be achieved if the organization itself is not transformed to achieve customer satisfaction. The manager is guided on how to solve critical problems to achieve customer satisfaction. The book guides the reader to understand how companywide quality activities are related to QFD. This association is often lacking in other presentations that treat QFD as if it is independent of other quality efforts, such as process change initiative. The book will therefore include information on related quality initiatives such as: Identification of customer needs Benchmarking & re-engineering Strategic planning Quality assurance Stakeholder teams Cost control & productivity improvement Six sigma Process change initiative

Quality Standards for Highly Effective Government, Second Edition establishes a "new normal" in government that will ultimately reinvent the practice of democratic government. The principal catalyst for this change will be the adoption of auditable quality standards within every government entity-based on efficiency, effectiveness, and delivered value. Conventional wisdom says that government is not efficient and not effective - but, we are still unsure what works and what is broken in government, where to find some common sense, and where to start to fix it. The problem sounds huge, but the solution is not all that difficult. Quality science can provide a structure for efficiency and effectiveness, democratic institutions can create consensus goals, and auditable standards can show where these issues exist and to what degree. In addition, it can drive change where it must happen, because if you can measure it, you can manage it. Auditable quality standards can make these unknowns highly visible and offer a clear scorecard that anyone can follow. They can provide holistic and thorough measurements because they will align with the unique roles and responsibilities at three fundamental levels of leadership in government: (1) Work unit supervisors and managers at the "front line" of government service; (2) chief executives, department directors, and their deputies as "Executive Management" of government agencies, and (3) elected top leadership, as those key officials must define the priorities, outcomes, programs, and budgets. This book proposes that a focus on efficiency and effectiveness, combined with its defined value, provides the foundation of effective government, and of its audit standard. In this book, you will learn four necessary strategies that will support the use of these standards including: Creating an imperative for consensus Ending incentives for building bureaucracy Building a safety net for champions of efficiency Making elected representatives accountable for results This book presents the methods necessary to measure and improve the quality of organizational systems in government, across the board, and on a sustained basis to achieve value, efficiency, and effectiveness -- It is the manifesto and map for government's future.