ICT-Driven Economic and Financial Development: Analyses of European Countries demonstrates the effects of ICT diffusion on economic, social and financial development by examining their impact on the structure and dynamics of national economies. It provides the insight into shifts observed in labour markets, international trade activities productivity factors, education and use of innovative financial products. It combines empirical analyses and data sources stretching back to 1990 make it an important contribution to understanding the effects of ICT diffusion on economic and financial development. The book answers questions such as how will national and regional economies react to upcoming ICT developments and growing usage, and what is the magnitude of impact of new information and communication technologies on various aspects of social and economic life.

This book provides construction professionals, designers, contractors and quality auditors involved in construction projects with the auditing skills and processes required to improve construction quality and make their projects more competitive and economical. The processes within the book focus on auditing compliance to ISO, corporate quality management systems, project specific quality management systems, contract management, regulatory authorities' requirements, safety, and environmental considerations. The book is divided into seven chapters and each chapter is divided into numbered sections covering auditing-related topics that have importance or relevance for understanding quality auditing concepts for construction projects. No other book covers construction quality auditing in such detail and with this level of practical application. It is an essential guide for construction and quality professionals, but also for students and academics interested in learning about quality auditing in construction projects.

A STEP-BY-STEP GUIDE TO STRIVING FOR PERFECTION IN AN IMPERFECT WORLD

Six Sigma in many organizations simply means defining and measuring quality; a working system designed to identify that elusive goal, perfection. Companies such as GE, Microsoft, and 3M have used this approach to eliminate product defects, reduce cycle time, and improve customer satisfaction. Six Sigma may sound intimidating, but the fact is that you don't have to be a high-level executive at a giant corporation to use--or understand--this concept. It is simply a way of improving quality.

Getting Started in Six Sigma is designed to show you, step by step, how Six Sigma works and how it can be used most effectively. Whether you're a manager trying to change your approach to problem solving or an employee in a corporation with a Six Sigma program, this book will clearly lead you through each step of the process. Definitions within the margins--placed at points of discussion--will help you to quickly master Six Sigma terminology as you read along.

In a straightforward and accessible style, Getting Started in Six Sigma will familiarize you with: The real meaning of Six Sigma--technical and philosophical The importance of both internal and external customers DMAIC (Define, Measure, Analyze, Improve, Control)--the tactical approach to Six Sigma projects Product and service defects and how to reduce them Effectively improving process systems Striving for consistency

Filled with numerous examples, checklists, and graphics, Getting Started in Six Sigma will help you gain a firm understanding of the topic and illustrate how this idea can make any organization function better.

Tips, techniques, and trends on harnessing dashboard technology to optimize business performance

In "Performance Dashboards, Second Edition," author Wayne Eckerson explains what dashboards are, where they can be used, and why they are important to measuring and managing performance. As Director of Research for The Data Warehousing Institute, a worldwide association of business intelligence professionals, Eckerson interviewed dozens of organizations that have built various types of performance dashboards in different industries and lines of business. Their practical insights explore how you can effectively turbo-charge performance-management initiatives with dashboard technology.Includes all-new case studies, industry research, news chapters on "Architecting Performance Dashboards" and "Launching and Managing the Project" and updated information on designing KPIs, designing dashboard displays, integrating dashboards, and types of dashboards.Provides a solid foundation for understanding performance dashboards, business intelligence, and performance managementAddresses the next generation of performance dashboards, such as Mashboards and Visual Discovery tools, and including new techniques for designing dashboards and developing key performance indicatorsOffers guidance on how to incorporate predictive analytics, what-if modeling, collaboration, and advanced visualization techniques

This updated book, which is 75% rewritten, provides a foundation for understanding performance dashboards, business intelligence, and performance management to optimize performance and accelerate results.

Although there are many books on root cause analysis (RCA), most concentrate on team actions such as brainstorming and using quality tools to discuss the failure under investigation. These may be necessary steps during RCA, but authors often fail to mention the most important member of an RCA team-the failed part. Root Cause Analysis: A Step-By-Step Guide to Using the Right Tool at the Right Time provides authoritative guidance on how to empirically investigate quality failures using scientific method in the form of cycles of plan-do-check-act (PDCA), supported by the use of quality tools. Focusing on the use of proven quality tools to empirically investigate issues, the book starts by describing the theoretical background behind using the scientific method and quality tools for RCA. Next, it supplies step-by-step instructions for performing RCA with the tools discussed in the first section. The book's clear examples illustrate how to integrate PDCA with the scientific method and quality tools when investigating real-world quality failures. This RCA guide provides root cause investigators with a tool kit for the quick and accurate selection of the appropriate tool during a root cause investigation. It includes an appendix with a guide to tool selection based on the intended use of the tool. There is also an appendix that defines the terminology used in the book. After reading this book, you will understanding how to integrate the scientific method, quality tools, and statistics, in the form of exploratory data analysis, to build a picture of the actual situation under investigation that will lead you to the true root cause of an event. The tools and concepts presented in the text are appropriate for professionals in both the manufacturing and service industries.

Adiabatic shear localization is a mode of failure that occurs in dynamic loading. It is characterized by thermal softening occurring over a very narrow region of a material and is usually a precursor to ductile fracture and catastrophic failure. This reference source is the revised and updated version of the first detailed study of the mechanics and modes of adiabatic shear localization in solids. Building on the success of the first edition, the book provides a systematic description of a number of aspects of adiabatic shear banding. The concepts and techniques described in this work can usefully be applied to solve a multitude of problems encountered by those investigating fracture and damage in materials, impact dynamics, metal working and other areas. Specific chapters focus on energetic materials, polymers, bulk metal glasses, and the mathematics of shear banding as well as the numerical modeling of them. With its detailed coverage of the subject, this book is of great interest to academics and researchers into materials performance as well as professionals.

"Much has been said or written in recent times about the value of Six Sigma methodologies in driving organizational improvement. Yet, so many still seem to be intimidated by or skeptical about these principles and tools. In this text, Drs. Gitlow and Levine have provided a pragmatic, user-friendly treatment of underlying principles and methods, management obligations, and helpful case study examples to assist all of us in value-added enterprise-wide improvement." -Gary Floss, Managing Director, Bluefire Partners, and Board of Directors, the American Society for Quality (ASQ) "The authors provide the perfect blend of managerial insight and a straightforward "how to" approach to statistics. Anyone interested in learning about Six Sigma for the first time, or practitioners wanting to learn more, will find this book to-the-point, exciting, and easy to read. And also hard to put down!" -Timothy C. Krehbiel, Professor of Decision Sciences and MIS, Miami University (Ohio) "This book provides an excellent understanding of the foundations of quality management that provide a basis for the evolution of Six Sigma. For executives who wish to be "Champions" of Six Sigma, this book provides an understanding of what to expect of Green Belts as they work through a DMAIC project and what they should expect of themselves. Green Belt candidates will find the case studies extremely useful and informative. Both Champions and Green Belts will benefit from the comprehensive coverage of certification." -Edward A. Popovich, Ph. D., Vice President, Enterprise Excellence, Boca Raton Community Hospital and President, Sterling Enterprises International, Inc. The first complete Six Sigma implementation guide for Green Belts and Champions! Understand the rationale for Six Sigma Implement a proven executive framework for a successful quality initiative Use the DMAIC method for improvement from start to finish: Define, Measure, Analyze, Improve, and Control Manage Six Sigma statistics-without becoming a statistician Learn through complete detailed manufacturing and service case studies Learn how to understand and manage Six Sigma statistics, through practical, Minitab-based application examples. Includes instructions for using Minitab software Learn how to pass Six Sigma certification examinations with sample questions and answers If you're "project managing" Six Sigma (potential Green Belt)-or promoting it at the executive level (potential Champion)-this is your book. It's the first Six Sigma book written specifically for Green Belts, Champions...and anyone who plans to become one. Two experts help you master the entire DMAIC model: Define, Measure, Analyze, Improve, and Control. You'll discover realistic solutions for Six Sigma's profound human and technical challenges. You can even prepare for one of the world's leading Six Sigma certification programs. Clear, detailed, and proven...this is the one indispensable book for anyone who must manage Six Sigma to success. (c) Copyright Pearson Education. All rights reserved.

A product's design is based on what customers want and how much they are willing to pay for it determines its quality. The production process is supposed to achieve the required quality. Due to the natural process variation the quality of a product or service varies. Thus, quality can be defined as fitness for intended use or, in other words, how well the product performs its intended function. It is a written or unwritten commitment to a known or unknown consumer in the market. Quality management ensures that a product or service is fit for its purpose. It has three main components: quality planning, quality control and quality improvement. Quality management is focused not only on product and service quality, but also on the means to maintain it. Quality management, therefore, uses quality control tools to achieve more consistent quality.This book aims to provide the readers with the essential practical knowledge and understanding of quality-related issues to make correct decisions faster. Hence, they can effectively contribute to a modern dynamic production environment.The book covers the essential tools used in quality control and quality management. There are a lot of practical questions and answers on quality.

The secrets of successful ISO9000 implementation Thousands of companies worldwide are reaping the benefits from adopting the ISO9000 family of quality management standards. However, there are many conflicting opinions about ISO9000's best practice approach. Some companies have delayed adopting ISO9000, or have chosen not to undertake implementation at all. This might be because of a lack of time and resources to investigate it properly, or because of misunderstandings about the way it works. So, how do we know who and what to believe? In Exploding the Myths Surrounding ISO9000, Andrew W Nichols debunks many of the common misconceptions about ISO9001 and describes the many advantages it brings. Drawing on more than 25 years of hands-on experience, Andy gives clear, practical and up-to-date advice on how to implement a Quality Management System to maximum effect. Full of real-life examples, this book enables you to read and interpret the ISO9000 documentation. With the advice in this book, you can foster an effective ISO9000 system that brings increased efficiencies, reduces waste and fuels growth in sales as you better understand and meet the needs of your customers. About the author Andrew W Nichols has more than 25 years of experience of management systems, in both the UK and the USA. As a trainer, he has delivered hundreds of ISO9000 related courses to audiences ranging from shop-floor personnel to CEOs of Fortune 500 companies. He has also led and contributed to the development of 'best in class' training courses for a number of international standards. Andy is a regular contributor to the well-known Elsmar Cove internet forum for management systems. Read this unique book and make ISO9000 work for you.

In this step by step guide, former Management Consultant and change management expert Theodore Panagacos walks you through the entire discipline of Business Process Management. Learn how to fast track your orgnaization's strategy to govern processes, create a process culture, and measure business performance. Best of all, this crystal-clear, convenient sized book can be put to work in your organization immediately

Does your staff deliver the highest quality service possible?Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Although the Six Sigma Define-Measure-Analyze-Improve-Control (DMAIC) methodology is a widely accepted tool for achieving efficient management of all aspects of operations, there are still many unwarranted concerns about its perceived complexity and implementation costs. Dispelling these myths, Six Sigma for Powerful Improvement: A Green Belt DMAIC Training System with Software Tools and a 25-Lesson Course clarifies the long-accepted statistical and logical processes of Six Sigma and provides you with tools you can use again and again in your own "real world" projects-removing any doubts regarding their simplicity and "doability.". Not only does the book provide you with reasons for using the tools, it reveals the underlying doctrines, formulas, and steps required. Although the tools and techniques presented are specifically associated with the DMAIC philosophy, they are applicable across a wide range of management and improvement scenarios. Explaining Six Sigma processes in language that's easy to understand, the book starts with an overview, followed by specific techniques and procedures. It presents detailed, illustrated lesson segments that include an agenda, roadmap, objectives, and a list of takeaway concepts. It also: Provides seven separate Excel tool templates-each with its own user guide and additional smaller tools Presents completed Excel sample workbooks for each tool to facilitate your comprehension and utilization confidence Includes downloadable resources with a PowerPoint-based DMAIC training course, the aforementioned Excel-based Six Sigma tools and workbooks, and extensive instructor's notes embedded in each lesson Trained as and employed as a Black Belt and later as a Master Black Belt, the author presents doctrines and procedures with a strong pedigree and history of success. The book uses hundreds of figures and tables to illustrate key concepts and also makes them available in full-color on the downloadable resources. This is also true of the figures in the user guides that document the accompanying tools. For each of the tools, the book includes a completed sample workbook. The PowerPoint and Excel lessons and tools are provided in both 2007 and 97-2003 versions.

Quality has quickly become one of the most important decision-making factors for consumers. And although organizations invest considerable resources into building the right quality management systems (QMSs), in many instances, the adoption of such quality improvement tools are just not enough. Building Quality Management Systems: Selecting the Right Methods and Tools explains exactly what directors, practitioners, consultants, and researchers must do to make better choices in the design, implementation, and improvement of their QMSs. Based on the authors' decades of industrial experience working on business improvement projects for multinationals looking to design or improve their QMSs, the book discusses building QMSs based on two important organizational elements: needs and resources. It begins with an overview of QMSs and systems thinking and the impact of QMSs on financial performance. Illustrating the process management approach, it reviews the most well-known business and quality improvement models, methods, and tools that support a major QMS. The authors introduce their own time-tested methodology for designing, implementing, and enhancing your own QMS. Using their proven method, you will learn how to: Implement a strategic quality plan based on your specific needs, capabilities, cost-benefits, policies, and business strategies Select the right models, methods, and tools to be adopted as part of your QMS Understand the critical success factors and implementation challenges Evaluate the level of maturity of your QMS and your implementation efforts Highlighting the importance of quality as a way of life, this book supplies the understanding you'll need to make the right choices in the development and deployment of your QMS. With a clear focus on business performance and process management, it provides the basis for creating the quality management culture required to become a world-class organization.

A PLAIN ENGLISH GUIDE TO SOLVING REAL-WORLD PROBLEMS WITH SIX SIGMA

Six Sigma is one of the most effective strategies for improving processes, creating better products, and boosting customer satisfaction, but business leaders often balk at its reputation for being too complex. Don't fall into that trap. Six Sigma is simple to understand and implement--if you have Statistics for "Six Sigma Made Easy "

Warren Brussee has helped businesses save millions of dollars with Six Sigma, and he explains how you can achieve similar results in this step-by-step guide. He presents a thorough overview of the Six Sigma methodology and techniques for successful implementation, as well as a clear explanation of DMAIC--the problem-solving method used by Six Sigma Greenbelts. "Statistics for Six Sigma Made Easy " provides: A simplified form of the most common Six Sigma tools All the basic Six Sigma formulas and tables Dozens of Six Sigma statistical problem-solving case studies A matrix for finding the right statistical tool to meet your needs Basic Greenbelt training in one concise reference

Best of all, no background in statistics is required--you can start improving quality and initiating costsaving improvements right away. "Statistics for Six Sigma Made Easy " is the only reference you need to facilitate real-world application of Six Sigma tools.

The do-it-yourself manual, with steps to success and simple explanatory notes, designed for real companies. ISO 14001 Environmental Certification Step by Step has been written with smaller companies especially in mind.
Dr. A.J. Edwards explains how to achieve the ISO 14001 standard aided by resources freely available from the accompanying website, including a sample manual and detailed sample registers and procedures. Together, these provide a quick and straightforward guide to achieving the requirements of ISO 14001 Environmental Certification.
This revised edition has been updated to cover the latest developments in the interpretation of the standard, plus changes in related legislation, such as the EU's Eco-Management and Audit Scheme (EMAS), Control of Pollution regulations, Dangerous Substances and Explosive Atmospheres Regulations, Landfill charges, Pollution Prevention and Control, and Asbestos Regulations. In addition, the new ISO 19011:2002 standard for auditing is reflected in the book, as are approaches to phased introduction of ISO 14001.
Many organisations working towards ISO 14001 already possess ISO 9000 registration, or choose to achieve ISO 14001 and ISO 9000 simultaneously as an integrated system.To prevent duplication, ISO 14001 Environmental Certification Step by Step includes cross-referencing of ISO 14001 requirements to the relevant procedures in the Quality System.
* A do-it-yourself manual, with steps to success and simple explanatory notes
* Revised and updated to cover developments in the interpretation of the standard, changes in related legislation, such as the EU's Eco-Management and Audit Scheme (EMAS), new standards and standards
* Supported by downloadable forms and procedures

Qualitat und Kostenreduzierung sind Schlagworte, die immer wieder in Verbindung mit Sprachtechnologie gebracht werden. In der Technischen Dokumentation etabliert sich der Einsatz von Sprachtechnologie immer mehr in der Praxis. Dennoch stellen sich neben Erfolgen auch komplexe Herausforderungen fur die Technische Redaktion und UEbersetzung ein. Die Auswirkungen von Sprachtechnologie in der Technischen Dokumentation wurden im Rahmen eines Forschungsprojektes der Volkswagen AG untersucht. Die Ergebnisse zeigen die Relevanz von zentralen und peripheren Faktoren zur Umsetzung eines ganzheitlichen Qualitatsmanagementkonzepts in der Technischen Redaktion.

Managing Quality provides a comprehensive review and critical analysis of quality management discourses and techniques by drawing on a number of management disciplines such as operations management, HRM, organizational behaviour, strategy, marketing and organization theory.

The book:

- introduces readers to key concepts and issues in quality management

- provides an overview of both managerial and critical perspectives on quality management

- presents the 'wisdom' of quality management gurus

- documents the way quality is pursued in manufacturing, service and public sector organizations

- compares and contrasts hard and soft technologies of quality management

- critically reviews the rhetoric of TQM and business process re-engineering (BPR)

- examines the consequences of quality on stakeholders

- scrutinizes the language of quality management

- documents the mundane nature of quality managemnt practices through the use of real life case studies

Managing Quality is an up-to-date and student-centered treatment of quality management that will be essential reading for undergraduate students of operations and quality management. It will also be extremely relevant to all MBA students, and useful reading for students of HRM, organization theory and the sociology of organizations.

Expert coverage of the state of the art in quality of service implementation

Quality of Service Control in High-Speed Networks addresses the basics, theory, architectures, and technologies to implement QoS control in ATM, IP, and MPLS high-speed networks. It provides a comprehensive overview of existing QoS control techniques and describes practical approaches to their implementation.

The authors survey the most up-to-date developments in control strategies in self-contained chapters–complete with extensive reference lists–that allow study of select topics. Quality of Service Control in High-Speed Networks covers these topics and more:

• Admission control and data communication channel acceptance
• Traffic access control
• Packet scheduling algorithms
• Packet fair queuing implementation
• Buffer management
• Flow and congestion control
• QoS routing
• Basic architecture and conceptual models of differentiated services (DiffServ)
• Multiprotocol label switching (MPLS) technology
• SONET and ATM

This comprehensive discussion of QoS technologies, techniques, and architectures suits the needs of engineering students as well as practitioners in software, hardware, and system design.