Quality Assurance Management

Front Matter....Pages i-xii Front Matter....Pages 1-1 What is quality, and how can it be managed?....Pages 3-17 Quality in marketing....Pages 18-26 Quality in specification and design....Pages 27-44 Quality in purchasing....Pages 45-60 Quality in production....Pages 61-74 After-sales quality....Pages 75-89 Front Matter....Pages 91-91 Creating the quality system....Pages 93-106 ISO 9000 — the international quality standard....Pages 107-120 Quality auditing techniques....Pages 121-131 Inspection techniques....Pages 132-144 Statistical sampling inspection....Pages 145-154 Statistical process control....Pages 155-167 The place of the computer....Pages 168-179 Reliability assurance....Pages 180-194 Front Matter....Pages 195-195 The sociology of people at work....Pages 197-209 Motivate or involve?....Pages 210-221 American quality ‘gurus’....Pages 222-232 Japanese quality management style....Pages 233-244 Quality in the United Kingdom....Pages 245-259 Total quality management....Pages 260-273 Front Matter....Pages 195-195 Quality managers and their departments....Pages 274-289 Quality in service industries....Pages 290-297 Front Matter....Pages 299-299 Ways of looking at quality-related costs....Pages 301-311 The prevention-appraisal-failure model....Pages 312-327 Just-in-time and variability reduction....Pages 328-342 Quality, safety and product liability....Pages 343-353 The international market-place....Pages 354-364 Quality trends, challenges and opportunities....Pages 365-367 Back Matter....Pages 368-377 Designed as an introduction and reference source to the field of quality control management, this guide explores such key concepts as customer care, risk minimization, quality-related costs, best-practice benchmaking, robust design and six-sigma manufacturing.