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E1223
THE QUALITY IMPROVEMENT GLOSSARY (EBOOK)
The benefits of using quality improvement techniques are well documented, and there are numerous books on the market explaining how to use these techniques in nearly every industry. But the world of quality is rife with unique and specific terminology, acronyms, catchphrases, theories, and noteworthy individuals. The breadth of material can be very confusing to anyone, and outright intimidating to those just beginning in the quality profession. Finally there is help!Novices as well as seasoned quality professionals will find The Quality Improvement Glossary to be the definitive source for quality-related terms, concepts, persons, and acronyms, making it an invaluable addition to any quality library. Written to serve as an easy-to-use guide to the often confusing world of quality improvement, it provides solid and concise explanations of more than 2,500 terms, as well as references to related concepts and information on how to uncover more in-depth information. Also included in its several appendices are noted influential persons in the quality field, a separate list of acronyms, SPC symbols and common formulas. With a plethora of quality-related knowledge at readers’ fingertips, this book is also very helpful when preparing for certification exams. PRAISE FOR The Quality Improvement Glossary "I currently hold three ASQ Certifications and I have to say that the easy access and reference to terms helped in my success in passing these exams." - Earl WellsFirst Vice President, Quality & ResearchAllen Canning Company
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THE ASQ CERTIFIED QUALITY IMPROVEMENT ASSOCIATE HANDBOOK, FOURTH EDITION (EBOOK)
Quality Improvement: Basic Principles and Practices The ASQ Certified Quality Improvement Associate (CQIA) certification introduces the basics of quality to organizations and individuals who are new to quality. This book, and the Body of Knowledge (BoK) it supports, form a foundation for applying proven quality principles and practices that are used around the world. This handbook follows the CQIA BoK in both content and sequence. Let it serve as your guide in preparing for the ASQ CQIA examination, and refer to it frequently as you learn and implement these ideas and tools in your organization. ASQ’s experts help you navigate: Quality terms, benefits, and philosophies Team organization, roles, responsibilities, and dynamics Continuous improvement concepts, processes, and tools Root cause analysis and risk management Supplier and customer relationships This edition features ample material that stretches beyond the content of the BoK, making it useful for any quality practitioner—not just those who plan to become certified. In this book, you’ll find a thorough overview of quality tools and history—presented in an accessible manner and easily understood by non-engineers. Start on your quality path here. Grace L. Duffy is the author of 15 books and over 260 published papers and articles. She is an ASQ Certified Manager of Quality/Organizational Excellence, Quality Improvement Associate, and Quality Auditor. Grace is a certified Lean-Six Sigma Master Black Belt and Manager of Process Improvement. Dr. Sandra L. Furterer is an Associate Professor and Associate Chair at the University of Dayton in the Department of Engineering Management, Systems, and Technology. She is an ASQ Certified Manager of Quality/Organizational Excellence, an ASQ Certified Six Sigma Black Belt, an ASQ Certified Quality Engineer, an ASQ fellow, and a certified Six Sigma Master Black Belt.
E1224
THE QUALITY TOOLBOX, SECOND EDITION (E-BOOK)
The Quality Toolbox is a comprehensive reference to a variety of methods and techniques: those most commonly used for quality improvement, many less commonly used, and some created by the author and not available elsewhere. The reader will find the widely used seven basic quality control tools (for example, fishbone diagram, and Pareto chart) as well as the newer management and planning tools. Tools are included for generating and organizing ideas, evaluating ideas, analyzing processes, determining root causes, planning, and basic data-handling and statistics. The book is written and organized to be as simple as possible to use so that anyone can find and learn new tools without a teacher. Above all, this is an instruction book. The reader can learn new tools or, for familiar tools, discover new variations or applications. It also is a reference book, organized so that a half-remembered tool can be found and reviewed easily, and the right tool to solve a particular problem or achieve a specific goal can be quickly identified. With this book close at hand, a quality improvement team becomes capable of more efficient and effective work with less assistance from a trained quality consultant. Quality and training professionals also will find it a handy reference and quick way to expand their repertoire of tools, techniques, applications, and tricks. For this second edition, Tague added 34 tools and 18 variations. The "Quality Improvement Stories" chapter has been expanded to include detailed case studies from three Baldrige Award winners. An entirely new chapter, "Mega-Tools: Quality Management Systems," puts the tools into two contexts: the historical evolution of quality improvement and the quality management systems within which the tools are used. This edition liberally uses icons with each tool description to reinforce for the reader what kind of tool it is and where it is used within the improvement process.
E1006
SUCCESS THROUGH QUALITY (EBOOK). SUPPORT GUIDE FOR THE JOURNEY TO CONTINUOUS IMPROVEMENT
Ideal for any industry, this book gives a basic introduction to continuous improvement and provides a comprehensive overview of the quality improvement theory, methods, and basic tools. Written in a format to help those with little or no understanding of continuous quality improvement, the author provides basic guidelines that can be immediately applied to improve decision-making and problem-resolution.If you are a new employee in an organization that has a quality program in place or an employer who needs a quick, and simple book about quality for your employees, this book meets those needs. The author uses easy-to-read, short chapters to explain the basics of quality, and uses common, real-life scenarios to demonstrate key points and concepts. The material is organized in a manner that makes it easier for the reader to use and benefit from the book in a short time.
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SØREN BISGAARD’S CONTRIBUTIONS TO QUALITY ENGINEERING (EBOOK)
Søren Bisgaard was an extremely productive and insightful scholar of modern industrial statistics and quality engineering. He was amazing for both his breadth of interests and the depth of his scholarship. Søren was one of the very few people making substantial contributions in so many basic areas in statistics and quality engineering. This compilation collects 31 of his works and is divided into four broad areas: Design and Analysis of Experiments Time Series Analysis The Quality Profession Healthcare Engineering This book provides a comprehensive coverage of essential statistical methods for the 2k-p factorial system and shows the basic principles of time series analysis through examples. Furthermore, this book presents the connection between the application of the scientific method and quality improvement, and it points out the importance of quality improvement to tangible financial results. Finally, this book explains the seemingly paradoxical idea that we can enhance quality while reducing cost of healthcare.
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MEASURING QUALITY IMPROVEMENT IN HEALTHCARE (EBOOK). A GUIDE TO STATISTICAL PROCESS CONTROL APPLICATIONS
This ground-breaking book addresses the critical, growing need among health care administrators and practitioners to measure the effectiveness of quality improvement efforts. Written by respected healthcare quality professionals, Measuring Quality Improvement in Healthcare covers practical applications of the tools and techniques of statistical process control (SPC), including control charts, in healthcare settings.The authors' straightforward discussions of data collection, variation, and process improvement set the context for the use and interpretation of control charts. Their approach incorporates "the voice of the customer" as a key element driving the improvement processes and outcomes. The core of the book is a set of 12 case studies that show how to apply statistical thinking to health care process, and when and how to use different types of control charts. The practical, down-to-earth orientation of the book makes it accessible to a wide readership. "Only authors who have used statistics and control charts to solve real-world healthcare problems could have written a book so practical and timely." - Barry S. Bader, Publisher The Quality Letter for Healthcare Leaders"Many clinicians and other healthcare leaders underestimate the great contributions that better statistical thinking could make toward reducing costs and improving outcomes. This fascinating and timely book is a fine guide for getting started." - Donald M. Berwick, M.D. President and CEO, Institute for Healthcare Improvement Associate Professor of Pediatrics, Harvard Medical School Contents:Planning Your CQI JourneyPreparing to Collect DataData CollectionUnderstanding VariationUsing Run and Control Charts to Analyze Process VariationControl Chart Case StudiesDeveloping Improvement StrategiesUsing Patient Surveys for CQIFormulas for Calculating Control Limits
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PRINCIPLES AND PRACTICES OF ORGANIZATIONAL PERFORMANCE EXCELLENCE (EBOOK)
Many organizations have realized bona fide reward payoffs using a systematic continuous approach to quality and quality improvement. Divided into two sections, this book begins with an easy overview of quality fundamentals and productivity followed by a more detailed explanation of the key quality improvement tools and techniques.Chapter topics include the evolution of quality, management by commitment and leadership, customer satisfaction, organization planning, partnerships and strategic alliances, need for a systems approach in process improvement, quality costs, current engineering, and much more. Includes many examples and study questions to make it useful as a business reference or text.Principles and Practices of Organizational Performance is the evolution of the author's best-selling book, Principles and Practices of TQM, certain portions of which have been included in this book.Selected as an Outstanding Academic Title by Choice Magazine, 1999.Benefits:Discusses international quality standards(ISO). Provides an overview of the essentials in quality improvement awards - both national and international.Includes a glossary of terms that aid in communicating the language of improvement.Contents:Productivity FundamentalsManagement and Organization ChangeCustomer Satisfaction and FocusEmployee EmpowermentQuality Planning and DeploymentQuality Systems and ImprovementThe New Quality AssuranceSupplier Quality ManagementQuality Costs-Old and NewTools for Continuous ImprovementQuality Standards and AwardsQuality Function DeploymentDesign of Experiments
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THE PUBLIC HEALTH QUALITY IMPROVEMENT HANDBOOK (EBOOK)
Little in the current world is simple. Nothing comes in a box for us to add water and stir. There are those, however, who have been successful and who are willing to share their success. The messages in The Public Health Quality Improvement Handbook are from leaders, physicians, practitioners, academics, consultants, and researchers who are successfully applying the tools and techniques they share. The chapters are written to support the leaders and workforce of our public health community. This book, a collaboration between ASQ and the Public Health Foundation, is an anthology of chapters written by subject matter experts in public health who are successfully meeting client needs, working together to maximize outcomes, and expanding their collaboration with community partners to encourage better health within neighborhoods, counties, and states. There has never been a better time or a more needed one for us to harness the energy, enthusiasm, hard work, and dedication of our public health workforce to make a lasting difference. By effectively using quality improvement tools and techniques, we can and will improve our nation’s health.
E0706
A BEGINNERS GUIDE TO QUALITY IN MANUFACTURING (EBOOK)
This book introduces the reader to product specifications, production planning, sample inspections, process controls, and the impact of quality control on profit. This book is the perfect training text for operators, technicians, and supervisors. Contents: The Product The Process of Making the Product The Facility Quality Control Incoming Inspection Statistical Quality Control The Mathematics of Quality Control Final Inspection Quality Control and Field Data The Quality Improvement Test Procedures, Reports, Equipment, and Calibration People of Quality
E1484
EXECUTING LEAN IMPROVEMENTS (E-BOOK). A PRACTICAL GUIDE WITH REAL-WORLD HEALTHCARE CASE STUDIES
In this book you will find the following: A structured approach to executing lean improvements Relevant real-world case studies Examples of tools and templates along with downloadable files Hints, tips, and lessons learned Chapter challenges aimed at giving the reader assignments to apply key concepts and tools in the work setting The primary audience for this book is individuals responsible for improvement in healthcare settings, such as lean practitioners, Six Sigma belts, quality improvement specialists, and project managers. Additional health professionals will benefit from the practical application and guidance. Positions include frontline managers and supervisors, improvement teams, professors teaching quality improvement and/or operations management, healthcare professionals responsible for performance improvement, and students in all related health professions (clinical and administrative). The book promotes practical application. Readers are equipped with the skills to implement lean concepts and tools within their work setting. Additionally, the book provides insight and strategies for avoiding failure and developing buy-in.
E1456
MODULAR KAIZEN (EBOOK). CONTINUOUS AND BREAKTHROUGH IMPROVEMENT
Modular kaizen is a development of necessity in our rapidly changing world where improvement has to happen “on the fly”. Modular kaizen is the counter point to kaizen blitz, where team members are locked in a room to hammer out a solution to some problem or opportunity. In the hectic, interrupt driven environment of many organizations, it is simply not possible to remove critical players from normal operations for any length of time. Modular kaizen is an improvement approach that integrates quality techniques into the busy schedule of everyday activities. All of the components of an effective kaizen event are planned; however, the activities are scheduled in small segments, or “modules” that fit the rapidly changing time demands of team members and subject matter experts. This approach is complementary to the Plan-Do-Check-Act (PDCA) and Define, Measure, Analyze, Improve, Control (DMAIC) models of quality improvement. The author of this book calls upon a 40 year career to incorporate techniques, innovations and lessons learned in the pursuit of effective continuous and breakthrough improvement and use the resources, people, and schedules already in place to get things done. If you are looking for proven approaches to integrating quality improvement into daily work, this is your book.
E1592
THE QUALITY TOOLBOX, THIRD EDITION (EBOOK)
The #1 best-selling book of all time on quality tools, The Quality Toolbox, has been fully revised and updated with new tools—several technology-related—making it perfect for those tasked with tackling today’s complex business challenges. Quality professionals have long relied on this comprehensive reference, but the tools can be used and applied by anyone needing to solve difficult problems and achieve quality improvement. Inside, you’ll find how-to instructions for tools that are less commonly used and some tools that have been newly created for modern-day situations. This edition unveils several new tools, along with a new section on Quality 4.0 and suggested quality tools that can assist practitioners looking to implement Quality 4.0 concepts. Each tool description includes clear icons to tell the reader at a glance the type of tool it is and where it is used within the improvement process. Nancy R. Tague has a bachelor’s and master’s degree in chemical engineering from Rice University. Tague is a former manager of performance improvement for Albemarle Corporation. She held chemical engineering positions with Albemarle’s research and development sector that were directed at chemical process improvement and new process and design evaluation. Tague has leveraged her experiences in developing and teaching classes in quality improvement concepts and methods to many people worldwide, and to facilitate teams applying these methods to diverse work processes.
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QUALITY FUNCTION DEPLOYMENT AND LEAN-SIX SIGMA APPLICATIONS IN PUBLIC HEALTH (EBOOK)
The public health industry has recognized the value of continuous improvement. Quality Improvement (QI) teams are engaged across the country in identifying root causes of the issues which prevent us from providing the best public health services to communities and individuals. The tools of quality, when used effectively, will truly make a difference in the public’s health. It is time to take a more advanced approach for cross functional and long-term improvements that will achieve the systems level results the public deserves. The purpose of this book is to introduce the concepts embedded in Quality Function Deployment (QFD) and Lean Six Sigma to help Public Health professionals in their implementation of quality improvement within their agencies. The tools and techniques of QFD and Lean Six Sigma can help problem solving teams by providing insight into customer needs and wants, the design and development of customer centric processes, and mapping value streams. Both QFD and Lean Six Sigma focus on doing the most with the resources we have. The methods in this text are the next step to harness the energy, enthusiasm, hard work, and dedication of our public health workforce to make a lasting difference. By effectively expanding the use of QI tools and techniques, we can, and will, improve our nation’s health and the health of the many communities we serve.
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ADVANCED QFD APPLICATIONS (EBOOK)
This book focuses on the collection, interpretation, and analysis of the voice of the customers (VOC) and serves as an excellent reference or textbook for learning how to apply QFD. Following this unique approach for capturing the VOC will ensure your product/service meets their needs. Included is a discussion of recent advances in QFD methodology, methods for strategically analyzing and selecting benchmarks, and examples through case studies. Contents:Introduction to Quality Function DeploymentDecision Making Using the House of QualityVariability Analysis in QFDQFD for Service Quality AnalysisThe Implementation of QFD-based Linguistic DataBenchmarking in QFD for Quality Improvement
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SIX SIGMA AND RELATED STUDIES IN THE QUALITY DISCIPLINES (EBOOK). THE BEST ON QUALITY BOOK SERIES, VOLUME 14
The latest release in the Best on Quality series offers a collection of articles and papers that offer knowledge of Six Sigma and its applications, along with related disciplines. The book provides information that is useful in a wide variety of enterprises and a global perspective with papers from Denmark, Australia, China, Sweden, Singapore, and the United States. Many chapters included in this volume will serve as useful instruction for a more complete knowledge of Six Sigma and its applications in addition to others that place emphasis on various aspects of quality improvement and management.The articles cover topics that include: reduction of variation and its relationship to Deming’s concept of profound knowledge, seven strategies that are common among companies implementing Six Sigma, Six Sigma’s applications in service industries, possible limitations of Six Sigma, contributions from standards to quality and safety of products and services, the Danish concept of Total Involvement in Quality, customer focus and competitiveness, and ethics and quality.ON SALE!
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PROCESS IMPROVEMENT SIMPLIFIED (EBOOK). A HOW-TO BOOK FOR SUCCESS IN ANY ORGANIZATION
Process Improvement Simplified is written for leaders and managers of organizations or enterprises who: Are struggling with their organization’s success Are not satisfied with the current state Are striving to be number one Have heard about the negatives or positives of process improvement (PI) but have never implemented it But PI is not a panacea; it takes leadership commitment and involvement, plus organizational behavior modification so that PI becomes a disciplined way of life. It entails hard work through dealing with nitty-gritty details. PI is not just a problem-solving methodology or another quality control tool. In fact, it is not a quality improvement tool like statistical process control or Six Sigma. It is a systematic approach to focus, measure, and redesign a critical process of any organization in order to reduce waste and achieve breakthrough improvement for that process. In this approach, personnel from other functions within the organization will be involved to ensure that the needs of customers and suppliers of the process are correctly reflected and supported. This is a how-to book with simple examples. A step-by-step method of implementing PI is presented using the example of running a restaurant business.
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5S FOR SERVICE ORGANIZATIONS AND OFFICES (EBOOK). A LEAN LOOK AT IMPROVEMENTS
5S is a simple and immensely practical approach to quality improvement which, when implemented effectively, can transform the fabric of a company. Traditionally used in manufacturing companies for little more than housekeeping, its latent power has yet to be leveraged by service companies. Author Debashis Sarkar has pioneered a blueprint for 5S implementation that can take service organizations to greater heights. The principles can also be applied to offices, education institutes, hospitals, and also manufacturing companies who wish to adopt 5S to its full potential.Immensely practical and hands-on, this book is based on the author’s experience in catalyzing an enterprise-wide 5S implementation in India’s largest private sector bank, spread across more than 700 locations not only in India but also in places such as Canada, Singapore, Dubai, and London. This change initiative touched more than 15,000 people and had the involvement of employees across all levels of the organization. The book is based on all that he applied and learnt during this massive roll out.5S can be converted to a management practice when implemented as a change initiative involving the organization at all levels, from the CEO to the process associate. Implementation requires an all-encompassing workplace system comprising structure, people, processes, practices, and infrastructure. Such a holistic implementation moves 5S away from being just another methodology and to an intervention that can change the hearts and minds of the employees, irrespective of the state of maturity of the organization in improvements.Includes numerous templates that can be used to implement the ideas contained in the book.
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THE ASQ QUALITY IMPROVEMENT POCKET GUIDE (EBOOK). BASIC HISTORY, CONCEPTS, TOOLS, AND RELATIONSHIPS
Basic quality at a size and price that are easy on your pocket! This pocket guide is designed to be a quick, on-the-job reference for anyone interested in making their workplace more effective and efficient. It will provide a solid initial overview of what “quality” is and how it could impact you and your organization. Use it to compare how you and your organization are doing things, and to see whether what’s described in the guide might be useful. The tools of quality described herein are universal. People across the world need to find better, more effective ways to improve the creation and performance of products and services. Since organizational and process improvement is increasingly integrated into all areas of an organization, everyone must understand the basic principles of process control and process improvement. This succinct and concentrated guide can help. Unlike any other pocket guide on the market, included throughout are direct links to numerous free online resources that not only go deeper but also show these concepts and tools in action: case studies, articles, webcasts, templates, tutorials, examples from the ASQ Service Division’s Service Quality Body of Knowledge (SQBOK), and much more. This pocket guide serves as a gateway into the wealth of peerless content that ASQ offers.
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PRINCIPLES OF QUALITY COSTS, FOURTH EDITION (EBOOK). FINANCIAL MEASURES FOR STRATEGIC IMPLEMENTATION OF QUALITY MANAGEMENT
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.
E1579
THE ASQ CERTIFIED QUALITY PROCESS ANALYST HANDBOOK, THIRD EDITION (EBOOK)
This handbook is designed as a reference for ASQ’s Certified Quality Process Analyst (CQPA) Body of Knowledge (BoK), providing the essential information needed to prepare for the CQPA examination. The handbook is aimed at quality professionals who, in support of and under the direction of quality engineers or supervisors, analyze and solve quality problems and are involved in quality improvement projects. It’s ideal for recent graduates and experienced professionals who want to expand their knowledge of quality tools and processes. There are five main sections in the CQPA Body of Knowledge, further subdivided into related subsections. These sections are: • Quality Concepts and Team Dynamics • Quality Tools and Process Improvement Techniques • Data Analysis • Customer-Supplier Relations • Corrective and Preventive Action (CAPA) This updated edition has been revised and expanded to match the 2020 BoK with enhancements to: • tools for assessing training effectiveness • best practices on the Six Sigma DMAIC methodology and process maps with a focus on process architecture • examples of lean and value analysis, Theory of Constraints • risk management, business process management and lifecycle phases • the importance of data collection and analysis, data integrity, validity, and reliability • examples of gage R&R and attribute agreement analysis Sandra L. Furterer , BS, MS, MBA, PhD, is an associate professor at the University of Dayton in the Department of Engineering Management, Systems and Technology. She is an ASQ Certified Six Sigma Black Belt, Certified Manager of Quality/ Organizational Excellence, Certified Quality Engineer, an ASQ fellow, and a certified Six Sigma Master Black Belt. She is also a contributor to ASQ’s certification handbooks (CMQ/OE and CQIA) and a prolific speaker.
E1597
THE ASQ CERTIFIED SIX SIGMA GREEN BELT HANDBOOK, THIRD EDITION (EBOOK)
This handbook is designed to help candidates preparing for the ASQ Six Sigma Green Belt certification exam. Meant for those who already understand the basic concepts of reducing variation and improving processes, it also serves as a helpful reference to the appropriate materials needed to conduct successful Green Belt projects. The layout of the handbook is mapped to the 2022 version of ASQ’s Body of Knowledge (BoK). This revised edition includes new information about: • SMART goals, key process indicators, Takt time, just-in-time processes, and spaghetti diagrams • The Kano model, risk management, business continuity planning, SWOT analysis, and RACI charts • Data collection plans and quality checks • Gap analysis, 5 Whys analysis, and fault tree analysis • Maintaining quality improvements • Document control, audits, training plans, the PDCA cycle, Andon, and Jidoka system About the Editors Roderick A. Munro is a business improvement coach with RAM Q Universe, Inc. He is also the author of several other books on Six Sigma and the IATF 16949 process. He is an ASQ Fellow, Certified Quality Engineer, Quality Auditor, and Manager of Quality and Operational Excellence. Munro is also a Fellow Chartered Quality Institute (CQI) Chartered Quality Professional (CQP) (England), and IRCA QMS Lead Auditor. Govind Ramu is a licensed professional engineer from Ontario, Canada. He has leadership executive education certification from the Stanford Graduate School of Business. Ramu is an ASQ Fellow, recipient of the ASQ Crosby Medal and ASQ LA Simon Collier Quality Award, and holds six ASQ certifications: CMQ/OE, CQE, CSSBB, CQA, CSQE, and CRE. He has coauthored books and standards, and he was the convenor for ISO 10014: 2021 international standard for which he was awarded an ISO Excellence Award. Daniel J. Zrymiak works as a project manager at RST Instruments. He is an ASQ Fellow and a recipient of ASQ’s Feigenbaum and Crosby Medals. Zrymiak’s ASQ certifications include CSQE, CQE, CMQ/OE, and multiple Quality Auditing credentials. Zrymiak is also a PMI certified PMP, has several IT credentials, and has been published in numerous professional journals.
T1574E
ASQ/ANSI G1:2021 GUIDELINES FOR EVALUATING THE QUALITY OF GOVERNMENT OPERATIONS AND SERVICES
Looking to purchase a Site License to post on your company’s Intranet? Request information at sales@asq.org. ASQ/ANSI G1:2021 standard promotes the achievement of overall organizational objectives through the definition of all important organizational workflows, and the documentation of these best-known management practices for each key workflow through system and process modeling. This evaluation standard provides a framework for government entities to achieve success through continual improvement of the key drivers of that success, by using acknowledged successful practices of lean and quality improvement. Specifically, the goals of the standard are: 1) to make the presence of quality in government measurable and tangible in every office, branch, and unit. 2) to promote alignment to the required and desired objectives of each organization. 3) to advance effective management through systems thinking and process standardization. 4) to enable uniform assessment across all types of government, and at all levels. 5) to incentivize those accountable for organizational outcomes to use and monitor quality management practice.
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THE TEAM EFFECTIVENESS SURVEY WORKBOOK (EBOOK)
Virtually every type and size of organization commits substantial resources to team-based initiatives. While there are many different names applied to these teams (corrective action teams, project teams, quality improvement teams, as well as method-specific teams such as Six Sigma, lean, quality function deployment, strategy deployment teams, and so on.), their purpose is similar: Improve organization quality, performance, productivity, and effectiveness. But the reasons why these team activities and programs sometimes fail aren’t always obvious to team members, leaders, and upper management. This is because there is no system in place to measure what is actually occurring. The Team Effectiveness Survey Workbook helps identify these reasons by teaching readers how to: develop survey objectives; prepare your survey questionnaire; create a survey code structure for summarizing the results; administer the survey; process the survey results; and analyze and feed back the survey results. It contains over 500 different questions divided into 28 categories to help create survey questionnaires to meet the reader’s specific information needs.Throughout the workbook, you will find sample questionnaires, answer sheets, code structures, and more, along with examples and forms to aid in constructing a survey. Also included is a Team Effectiveness Toolkit CD-ROM containing all of the survey questions in their appropriate categories, the sample Team Effectiveness questionnaires, and all of the survey support materials.The workbook has been developed for use by internal and external resource persons/consultants who are responsible for team development/implementation activities, and also team leaders and members involved in team-based initiatives. Contents: Preface Introduction Section One - The Survey Process Section Two - Survey Questions Section Three - Sample Survey Questionnaires Section Four - Survey Support Materials Section Five - Team Effectiveness CD-ROM Toolkit Instructions
E1432
PRODUCT SAFETY EXCELLENCE (EBOOK). THE SEVEN ELEMENTS ESSENTIAL FOR PRODUCT LIABILITY PREVENTION
Product safety problems really waste company resources, alienate consumers, frustrate employees, and leave company stakeholders disgusted. It is easy to understand why most consumer product companies are committed to product safety and why they often seem willing to devote even more resources to increase their organization’s safety commitment. Their logic seems to be that this kind of action will result in higher levels of safety performance. Achieving excellence in product safety is not about seeking more commitment. It is all about understanding what to do and how to do it using the fine organization one already has. Product Safety Excellence defines the seven vital elements that are essential to achieving state-of-the-art product safety performance with the benefits of product liability prevention, product quality improvement, and higher levels of consumer trust and loyalty. This book is appropriate for anyone interested in understanding the concepts underlying product safety excellence. It should especially be read by management and technical personnel with a responsibility and/or desire for eliminating product safety problems and improving profitability and consumer loyalty.
E1429
ADVANCING THE STEM AGENDA. QUALITY IMPROVEMENT SUPPORTS STEM
In July 2011, the ASQ Education Division held its first Advancing the STEM (Science, Technology, Engineering, and Mathematics) Agenda in Education, the Workplace, and Society Conference at the University of Wisconsin–Stout. This publication is a selection of papers and workshops from this groundbreaking conference. The ideas presented here will help other educators and policy makers to develop their own innovative high-impact ideas for inspiring student interest in STEM careers, improving the delivery of STEM education at their schools and colleges, and helping STEM college graduates transition to the workplace. The chapters in this book reflect research and best practices, integrating the ideas of continuous improvement in combination with a can-do attitude, to provide a valuable resource that will lead others to consider similar innovative and collaborative educational structures that will drive more interest in STEM majors in college, and provide for our next generation of scientists, technicians, and engineers. ”Prior to reviewing Advancing the STEM Agenda I had a list in my mind of topics that I hoped would be addressed. I’m very pleased with how many are covered—and covered well. This project succeeds at the challenge of providing not only beneficial breadth but also important depth. Because our public-private partnership has been committed explicitly to continuous improvement for more than a decade, I couldn’t help but notice (as the editors also point out in their conclusion) the extent to which continuous improvement is a ‘common thread’ throughout the book. That speaks to the book’s practical utility in many settings, and on a long-term basis. No less valuable is the discussion of student motivation by many of the authors, which STEM teachers in our area have identified as a major issue of interest to them in recent surveys."Richard Bogovich Executive Director Rochester Area Math Science Partnership, Minnesota "Veenstra, Padró, and Furst-Bowe provide a huge contribution to the field of STEM education. We all know the statistics and of the huge need in the area of STEM students and education, but what has been missing are application and success stories backed by research and modeling. The editors have successfully contributed to our need by focusing on collaborative models, building the K-12 pipeline, showing what works at the collegiate level, connecting across gender issues, and illustrating workforce and innovative ideas."John J. JasinskiPresidentNorthwest Missouri State University "Advancing the STEM Agenda provides a broad set of current perspectives that will contribute in many ways to advancing the understanding and enhancement of education in science, education, and engineering. This work is packed with insights and perspectives from experienced educators and bridges the transition from education to workplace."John DewSenior Vice ChancellorTroy University
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MAKE YOUR CLINICS FLOW WITH SYNCHRONY (EBOOK). A PRACTICAL AND INNOVATIVE GUIDE FOR PHYSICIANS, MANAGERS, AND STAFF
Synchrony is the ability of a healthcare process to control the pace of the physician process and the pace of the patient process such that the physician and patient are ready for each other at the same time, without waste or delay. When a process achieves synchrony, the patient does not wait for the doctor, nor does the doctor wait for the patient. Dr. Dennis Han is an ophthalmologist specializing in diseases of the retina at the Medical College of Wisconsin and Froedtert Memorial Hospital; Aneesh Suneja is an engineer and lean consultant who worked with Dr. Han to transform his practice. With the help of Suneja, Han’s patients experienced an 85% reduction in non-value added wait times, and a corresponding 97% “top box” rating on patient satisfaction surveys (“strongly agree to recommend this doctor’s office to others”). Financially, his practice saw a 25% year-over-year increase in relative value units (RVU) production and a 41% increase in payments due to increased physician availability. If you are a physician, clinic manager, administrator, technician, or provider of health services in a clinic setting, you can use the guidelines described in this book to effect a transformation as well. "Thank you, doctor Dennis Han, MD, and co-author Aneesh Suneja, MBA, for this marvelous work that applies Lean principles in healthcare settings. The focus on physician medical clinics is a brave venture into this complex, hectic world that has traditionally been dominated by physicians with a predominant emphasis on patient volume, and subsequent billing volume, versus caring for their customers… This important work is essential for just about all existing physician clinics."Dale FarrisHealthcare quality improvement specialist with 25 years experience "Lean principles have opened up more slots for patient care allowing better clinic and staff utilization, and have increased patient throughput while reducing employee overhead and burnout. There is a joy on the faces of the staff when they get to leave the office earlier than expected because lean principles have been deployed."Jose Martinez, MDPracticing physician and beneficiary of the “Synchrony” approach "Physician office managers and their medical staffs would be the primary targets for this book. However, I also see it being applicable to the higher educational setting…[such as in colleges and institutions teaching healthcare improvement.]"Jim BenteVice President, Planning and Institutional Effectiveness, College of duPageAdjunct Faculty, Carnegie Mellon University
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CULTURE IS EVERYTHING (EBOOK). HOW TO BECOME A TRUE CULTURE WARRIOR AND LEAD YOUR ORGANIZATION TO VICTORY
Culture IS Everything. As organizational leaders and managers, we can successfully apply all of the Lean Six Sigma principles, quality ideas, and best practices we know and still fail because we have done so within a company culture utterly hostile to such endeavors. In this book, Jeff Veyera shows you how to diagnose your company’s culture in terms of its suitability for your preferred quality improvement approach and then offers guidance on how to either tailor your approach to that culture or change the culture to better suit your approach. If you’ve ever executed a brilliant initiative only to see it chewed up in the prevailing culture of your company, this book is your protection against such soul-crushing setbacks in the future. “Kudos…The first book I’ve seen that approaches cultural transformation with an emphasis on process improvement, including rational how-to steps that quality geeks can relate to…. Jeff sharing his personal stories adds a richness to this book and certainly makes it relatable to the quality professional.” —Laura Kinney, VP, Operational Excellence, Signature Healthcare “The author delivers on his initial promise…providing a toolkit to help you evaluate, change, and sustain your company culture. Throughout the book the author discusses the concepts and a logical strategy and then provides the ‘how-to’ tools for implementation, giving readers actionable benefits from the book, not just theory…Veyera introduces the concept of using guerrilla warfare in the struggle between the culture lived and the culture desired. This is particularly appropriate, as the old culture is geared to protect itself, not to bring about its own demise. Organizations continually fall into the trap of letting the existing culture dictate how culture change will be carried out…Having been involved in a few change efforts, I found the discussion of steps to protect yourself especially valuable. I really could have used that back in the day.” —Tom Bacus, Chief Executive Manager, Bacus & Associates, LLC About the Author Jeff Veyera is a career-long quality professional, Six Sigma Master Black Belt, Certified Quality Manager, and Lean Leader with over 25 years of experience in healthcare, military, manufacturing, consulting, and supply chain management. He is a Senior Member of the American Society for Quality. He lives in Fort Lupton, CO, with his wife, four children, two cats, and one dog. He is a graduate of the United States Air Force Academy and is proud to be ’93.
E1368
SOLUTIONS TO THE HEALTHCARE QUALITY CRISIS (EBOOK). CASES AND EXAMPLES OF LEAN SIX SIGMA IN HEALTHCARE
Healthcare around the world is in crisis as a result of complex structural and strategic problems that will require solutions at a very high level. This book demonstrates that effective solutions based on modern quality management principles can be applied to alleviate many problems locally within healthcare institutions. It is designed to support doctors, nurses, technicians, and administrators who are interested in applying quality management principles and the tools of Lean Six Sigma to improve healthcare within their own institutions. The book should also be of interest to politicians, policy makers and government officials wrestling with healthcare issues. The book presents a wide selection of examples of the applications of Lean Six Sigma originally published in two of ASQ’s journals, Quality Progress and Six Sigma Forum Magazine over the past few years. Each case illustrates some aspect of how to improve quality and reduce waste in healthcare institutions, whether in the direct delivery of healthcare or on the equally important administrative side. Some of the cases are from large metropolitan hospitals and others are from smaller institutions. Most of the cases show what has worked, while a few show pitfalls or obstacles to be avoided. Chapter 1 presents some of the basic notions of Lean Six Sigma quality management, explains key concepts and terminology, and makes the reading of the cases easier. The introduction is followed by Chapter 2 presenting six articles of a general nature written by healthcare professionals from a variety of healthcare institutions engaged in quality improvement: how they achieved their results and what they learned. Chapter 3 provides eight detailed cases that describe specific applications of Lean Six Sigma to healthcare. Finally, Chapter 4 provides a discussion of lessons learned and where we go from here. This book is specifically intended for healthcare professionals with no previous background, knowledge, or experience with Lean Six Sigma. More broadly, it should be of interest to anyone interested in healthcare quality: doctors, nurses, pharmacists, technicians, healthcare administrators, consultants, concerned citizens, politicians, policy analysts, government officials, etc. These cases from American and European healthcare organizations of the use of Lean Six Sigma are documented by pioneering front line healthcare professionals - doctors, nurses and healthcare administrators - willing to take personal responsibility and show leadership to improve quality and reduce the escalating costs of healthcare. This book is not about theory. It is a book for doers, showing healthcare providers how to do it. It shows how they can take their destiny in their hands and do something about healthcare quality and costs.
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A LEAN GUIDE TO TRANSFORMING HEALTHCARE (EBOOK). HOW TO IMPLEMENT LEAN PRINCIPLES IN HOSPITALS, MEDICAL OFFICES, CLINICS, AND OTHER HEALTHCARE ORGANIZATIONS
This book is an implementation manual for lean tools and principles in a healthcare environment. Lean is a growth strategy, a survival strategy, and an improvement strategy. The goal of lean is, first and foremost, to provide value to the patient/customer, and in so doing eliminate the delays, overcrowding, and frustration associated with the existing care delivery system. Lean creates a better working environment where what is supposed to happen does happen. On time, every time. It allows clinicians to spend more of their time caring for patients and improves the quality of care these patients receive. A lean organization values its employees and encourages their involvement in organizational initiatives which, in turn, sustains hospital-wide quality improvements. The opportunities for lean in healthcare are limitless. This is not a book to be read and forgotten, nor is it meant to sit on a book shelf as another addition to an impressive but underutilized collection of how-to books. As the name implies, it is a guide; a companion to be referenced again and again as the organization moves forward with its lean transformation. "This is a well-researched, well-written work by an individual who understands the current healthcare environment. It provides a practical and sound understanding of the concepts and application for Lean and Six Sigma."James R. BenteVice President, Quality all in the context of healthcare. Because examples illustrate the benefit of Lean not just to the healthcare industry, but to us as patients, the business case is especially compelling. Instructions address technical challenges and draw from best practices in change management. The guide provides a road map for implementation and seasoned insights that leave one trusting that Lean is very doable, and a necessity."A reader in Seattle, Washington"I thoroughly enjoyed this book as it provides concrete and detailed examples of Lean principles applied to a healthcare environment. I myself am new to healthcare and am overwhelmed at the wealth of opportunities for improvement. I plan on using some lean principles to demonstrate that improvements don't have to be complex or costly to achieve results"A reader in Montreal, Quebec"This is an excellent resource. I consider it 'required reading' for all that are new to Lean / Process Improvement. In my role, I facilitate 5-10 concurrent process improvement projects. This book has been invaluable as a teaching tool. I've asked each project leader to buy, read and study this book. All have commented that it has an easy read, helped them to understand the Lean concepts, and quickly implement the tools. As a group, we're better able to speak the same language and have a common understanding of the tools.I highly recommended this book. I would also recommend the website (www.leanhospitals.org), wh.."A reader in Wausau, Wisconsin
E1218
CONTINUAL IMPROVEMENT ASSESSMENT GUIDE (EBOOK). PROMOTING AND SUSTAINING BUSINESS RESULTS
This is the first pocket guide of its kind to bring together auditing techniques and guidelines as a structured systematic program for monitoring and promoting continual improvement. Use this guide to develop an assessment tool for your programs that will ensure there is quantifiable and sustainable improvement and identifiable opportunities. A glossary of terms and appendices, including tools such as Continual Improvement Map for ISO 9001, Continual Improvement Perception Survey, and ISO 9004 Assessment Criteria Checklist, are helpful in applying the principles outlined in this useful pocket guide.
E1549
PROCESS MONITORING AND IMPROVEMENT HANDBOOK, SECOND EDITION (EBOOK)
The concept of process monitoring and improvement applies to any type of industry: automotive, textiles, food, pharmaceuticals, biologics, medical devices, electronics, aerospace, banking, educational institutions, service providers, and so on. The focus of this book is to identify and apply different process monitoring and improvement tools in any organization. This book is aimed at engineers, scientists, analysts, technicians, managers, supervisors, and all other professionals responsible to measure and improve the quality of their processes. Many times, these professionals do not have a formal education on the use of these tools but learn about them throughout the different improvement projects in which they are involved in their work environment. This book is intended to fill the gap between the lack of formal education in the tools and the need to implement those tools in an improvement project. The book can also be used as a refresher course for those professionals who did learn about these tools as part of their educational background.
E1312
BUSINESS PROCESS IMPROVEMENT TOOLBOX, SECOND EDITION (EBOOK)
This best-seller is fully revised and updated! Its goal is still to give readers practical insight into how they can create a coherent business process improvement system. Author Bjørn Andersen works from the premise that consistently working on improving various aspects of how things are done, large and small, is the key to success for any organization.The first half presents an overall business process improvement model, with the ensuing chapters dealing with topics of understanding and modeling your current business processes, using performance measurement in improvement work, creating a business process improvement roadmap, and organizing for improvement work. The second half of the book presents the overall toolbox, followed by one chapter for each phase of the overall improvement model. For each of these phases, a selection of suitable tools is presented with background, steps to use them, and an example of their use. The final two chapters contain two more extensive case studies illustrating the use of the full methodology. And finally, a number of templates can be found at the very end of the book, templates that support most of the tools presented.This book is suitable for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. It should also be useful as a textbook for students in courses relating to quality management and continuous improvement.
E1179
EXECUTIVE GUIDE TO IMPROVEMENT AND CHANGE (EBOOK)
There are many techniques and a variety of tools available to improve or change an organization, but how do executives and senior management decide which are right for their organizations? The Executive Guide to Improvement and Change is designed to help managers and executives understand the many different approaches to organizational change and improvement. The book explains that there is not one technique that works best for any organization, but rather that the managers and executives need to develop their own strategies with a blending of different methods. The authors share the tools and techniques that they have used to successfully make changes and improvements in their own organizations, which include examples from manufacturing, healthcare, service, government, telecommunications, education, and more. The Executive Guide to Improvement and Change covers a variety of techniques ranging from auditing to teamwork, Six Sigma to Customer Satisfaction, and more. The book will assist executives and managers lead improvement and change initiatives within the organization and the larger business community, as well as educate those who aspire to senior positions of leadership.
E1514
KAIZEN KANBAN (EBOOK). A VISUAL FACILITATION APPROACH TO CREATE PRIORITIZED PROJECT PIPELINES
Kaizen Kanban is a guide to creating prioritized project pipelines and setting up improvement boards to maximize business success through the execution of continuous improvement projects. It introduces to the “Faster and Better” visual facilitation approach that enables you to seamlessly leverage and combine fundamental tools in order to identify improvement opportunities for entire value streams, compile them in a prioritized project pipeline, and set up improvement display boards, or “kaizen kanbans,” linked to key business objectives. Kaizen kanbans follow the same principles used with traditional kanbans. They are visual communication tools and are visible to all levels of employees within the organization. The difference is that instead of telling operators what to build next or what parts to retrieve, the cards tell improvement teams what pre-approved projects are most relevant to current business needs and are next in line for implementation. This approach is designed to complement and enhance the effectiveness of quality, lean, continuous improvement, and project management initiatives that may already be in place in an organization.
E1243
THE MANAGER'S GUIDE TO SIX SIGMA IN HEALTHCARE (EBOOK). PRACTICAL TIPS AND TOOLS FOR IMPROVEMENT
Six Sigma reinforces current developments in healthcare management: evidence based medicine, service line management, and magnet nursing. Six Sigma fits the real healthcare world, dealing with manual tasks and the exceptional needs of patients.This book provides guidance to an organizational strategy that attains and sustains results. It explains how to use in-hand data to improve patient safety, patient service, and patient care for data-informed decision making. A section is also included on finite capacity scheduling models, a key issue in hospital productivity improvement.It is the first book made with strictly management in mind, organized for quick and easy reference. Each topic starts with a check list and follows with additional information in increasing detail. The practical tips and tools included are made to be immediately applicable.
E1407
USING ISO 9001 IN HEALTHCARE (EBOOK). APPLICATIONS FOR QUALITY SYSTEMS, PERFORMANCE IMPROVEMENT, CLINICAL INTEGRATION, AND ACCREDITATION
Healthcare providers deal with quality concepts and tools on a regular basis, but the idea of a quality system or quality management system (QMS) is not a familiar term. Most are familiar with control charts, Lean, the PDSA cycle, Six Sigma, and the Baldrige criteria, but ISO 9001 is not usually recognized and most have no experience with a systematic program to implement quality objectives within an organization. This book explains the overall value of an ISO 9001 based QMS, its value in implementing a quality culture within an organization, using other quality tools within the ISO framework, clinical integration, accreditation, and performance improvement. Several case studies of ISO implementation in healthcare organizations are described, including a large multi-specialty group, a community hospital and hospital system, and the State Department Medical Unit in D.C.
E1006
- SUCCESS THROUGH QUALITY (EBOOK). SUPPORT GUIDE FOR THE JOURNEY TO CONTINUOUS IMPROVEMENT
E1091
- MEASURING QUALITY IMPROVEMENT IN HEALTHCARE (EBOOK). A GUIDE TO STATISTICAL PROCESS CONTROL APPLICATIONS
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- EXECUTING LEAN IMPROVEMENTS (E-BOOK). A PRACTICAL GUIDE WITH REAL-WORLD HEALTHCARE CASE STUDIES
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- QUALITY FUNCTION DEPLOYMENT AND LEAN-SIX SIGMA APPLICATIONS IN PUBLIC HEALTH (EBOOK)
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- SIX SIGMA AND RELATED STUDIES IN THE QUALITY DISCIPLINES (EBOOK). THE BEST ON QUALITY BOOK SERIES, VOLUME 14
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- PROCESS IMPROVEMENT SIMPLIFIED (EBOOK). A HOW-TO BOOK FOR SUCCESS IN ANY ORGANIZATION
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- THE ASQ QUALITY IMPROVEMENT POCKET GUIDE (EBOOK). BASIC HISTORY, CONCEPTS, TOOLS, AND RELATIONSHIPS
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- PRINCIPLES OF QUALITY COSTS, FOURTH EDITION (EBOOK). FINANCIAL MEASURES FOR STRATEGIC IMPLEMENTATION OF QUALITY MANAGEMENT
T1574E
- ASQ/ANSI G1:2021 GUIDELINES FOR EVALUATING THE QUALITY OF GOVERNMENT OPERATIONS AND SERVICES
E1432
- PRODUCT SAFETY EXCELLENCE (EBOOK). THE SEVEN ELEMENTS ESSENTIAL FOR PRODUCT LIABILITY PREVENTION
E1501
- MAKE YOUR CLINICS FLOW WITH SYNCHRONY (EBOOK). A PRACTICAL AND INNOVATIVE GUIDE FOR PHYSICIANS, MANAGERS, AND STAFF
E1568
- CULTURE IS EVERYTHING (EBOOK). HOW TO BECOME A TRUE CULTURE WARRIOR AND LEAD YOUR ORGANIZATION TO VICTORY
E1368
- SOLUTIONS TO THE HEALTHCARE QUALITY CRISIS (EBOOK). CASES AND EXAMPLES OF LEAN SIX SIGMA IN HEALTHCARE
E1295
- A LEAN GUIDE TO TRANSFORMING HEALTHCARE (EBOOK). HOW TO IMPLEMENT LEAN PRINCIPLES IN HOSPITALS, MEDICAL OFFICES, CLINICS, AND OTHER HEALTHCARE ORGANIZATIONS
E1218
- CONTINUAL IMPROVEMENT ASSESSMENT GUIDE (EBOOK). PROMOTING AND SUSTAINING BUSINESS RESULTS
E1514
- KAIZEN KANBAN (EBOOK). A VISUAL FACILITATION APPROACH TO CREATE PRIORITIZED PROJECT PIPELINES
E1243
- THE MANAGER'S GUIDE TO SIX SIGMA IN HEALTHCARE (EBOOK). PRACTICAL TIPS AND TOOLS FOR IMPROVEMENT
E1407
- USING ISO 9001 IN HEALTHCARE (EBOOK). APPLICATIONS FOR QUALITY SYSTEMS, PERFORMANCE IMPROVEMENT, CLINICAL INTEGRATION, AND ACCREDITATION