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Project management is an essential part of successful organizations, and a skill that most professionals will need at some point in their career. Successfully managing a project can be a make or break point in one s career and is often the impetus for future job-promotions.Simplified Project Management for the Quality Professional was written to help guide new project managers in their efforts. This book focuses on explaining the skills and tools needed by those just beginning to lead projects and teams. Beginning by developing basic guidelines for each project, the book then takes you through the basics of planning, implementing, managing and closing a project. It discusses how to envision the project outcome and the important aspect of obtaining upper-management buy-in, and then provides guidance on the implementation of the project and the tracking and measuring of progress. Finally, the book provides guidelines for evaluating, documenting, and closing down the project.
This updated and expanded edition discusses many different tools for root cause analysis and presents them in an easy-to-follow structure: a general description of the tool, its purpose and typical applications, the procedure when using it, an example of its use, a checklist to help you make sure if is applied properly, and different forms and templates. The examples used are general enough to apply to any industry or market.The layout of the book has been designed to help speed your learning. Throughout, the authors have split the pages into two halves: the top half presents key concepts using brief language—almost keywords—and the bottom half uses examples to help explain those concepts. A roadmap in the margin of every page simplifies navigating the book and searching for specific topics.The book is suited for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. Also available worldwide from the following e-book retailers: Amazon Kindle, Apple iBooks, Barnes & Noble Nook, Google Play, and Kobo. COMMENTS FROM OTHER CUSTOMERSAverage Customer Rating: (4 of 5 based on 1 review) "This book is a good intro to Root Cause Analysis tools. It is easy to read and laid out in a good format, with a picture and/or sample provided for every tool discussed, along with a checklist for its usage. There is the occasional spot of confusing information, and some of the explanations seem over-simplified or under-explained. But this is not highly prevalent, and the book does accomplish giving the reader a great introduction to these tools and techniques. It may be insufficient for those who are looking for more advanced or in-depth information on any of the tools and techniques. Beginners should find this a very helpful book and one that will be referenced often as they start practicing Root Cause Analysis."A reader in Bradenton, Florida
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.
ISO 10006:2017 gives guidelines for the application of quality management in projects. It is applicable to organizations working on projects of varying complexity, small or large, of short or long duration, being an individual project to being part of a programme or portfolio of projects, in different environments, and irrespective of the kind of product/service or process involved, with the intention of satisfying project interested parties by introducing quality management in projects. This can necessitate some tailoring of the guidance to suit a particular project. ISO 10006:2017 is not a guide to project management itself. Guidance on quality in project management processes is presented in this document. Guidance on project management and related processes is covered in ISO 21500. ISO 10006:2017 addresses the concepts of both "quality management in projects" and "quality management systems in projects". These are distinguished by being addressed separately by the following topics and clauses: - quality management in projects includes: quality management systems in projects (Clause 4); management responsibility in projects (Clause 5); resource management in projects (Clause 6); product/service realization in projects (Clause 7); and measurement, analysis and improvement in projects (Clause 8); - quality management systems in projects includes: project characteristics (4.1); quality management principles in projects (4.2); project quality management processes (4.3); and a quality plan for the project (4.4).
Many of discussions of Bayesian acceptance sampling are rather mathematical and discourage study by the average quality control practitioner. In this volume from the ASQ Statistics Division Basic References in Quality Control series, the complex mathematics are included in the appendices and a simplified introduction to the subject in terms of process and sampling variation is presented.
Good project management – is it art, science, or just dumb luck? This book will help you with the first two, and by teaching you to be well-prepared will also set you up to be lucky.This book is aimed at helping the project manager (and the project manager wannabe) with suggestions, ideas, guidelines, and warnings. It is not strictly a “how to” book; rather, what’s here is the common sense that’s become far too uncommon an attribute in the modern business world.Basic management is addressed thoroughly because a person can’t be a good project manager if you aren’t a good manager. The information given can help current or future project managers in any management position, even those who are never even end up managing a project.The book is broken down into three primary sections:The project manager and basic managementProject managementProblems and potential solutions
T821E de 01/08/2006 - ANSI/ISO/ASQ E14064-2:2006: GREENHOUSE GASES - PART 2: SPECIFICATION WITH GUIDANCE AT THE PROJECT LEVEL FOR QUANTIFICATION, MONITORING AND REPORTING OF GREENHOUSE GAS EMISSION REDUCTIONS OR REMOVAL ENHANCEMENTS
This part of ISO 14064 focuses on GHG projects or project-based activities specifically designed to reduce GHG emissions or increase GHG removals. It includes principles and requirements for determining project baseline scenarios and for monitoring, quantifying and reporting project performance relative to the baseline scenario. It provides the basis for GHG projects to be validated and verified. ISO 14064 is expected to benefit organizations, governments, project proponents and stakeholders worldwide by providing clarity and consistency for quantifying, monitoring, reporting and validating or verifying GHG inventories or projects.
A major rewrite of Dettmer`s classic Goldratt`s Theory of Constraints, this new edition presents a whole new approach to building and applying logic trees. The logical thinking process referred to in the title is nothing less than a broadly applicable, systems-level approach to policy analysis.Dettmer has streamlined the process of constructing the logic trees while simultaneously ensuring that the results are more logically sound and closer representations of reality than ever before. He explains an easier, more logically sound way to integrate Current Reality Trees with Evaporating Clouds. His new version of the thinking process "retires" the Transition Tree in favor of the marriage of a more detailed Prerequisite Tree and critical chain project management.This book contains new examples of logic trees from a variety of real-world applications. Most of the diagrams and illustrations are new and improved. Explanations and procedures for constructing the logic trees are considerably simplified.Average Customer Rating: (5 of 5 based on 1 review)
T1565E de 01/01/2019 - ISO 14064-2:2019 GREENHOUSE GASES -- PART 2: SPECIFICATION WITH GUIDANCE AT THE PROJECT LEVEL FOR QUANTIFICATION, MONITORING AND REPORTING OF GREENHOUSE GAS EMISSION REDUCTIONS OR REMOVAL ENHANCEMENTS
ISO 14064-2:2019s pecifies principles and requirements and provides guidance at the project level for the quantification, monitoring and reporting of activities intended to cause greenhouse gas (GHG) emission reductions or removal enhancements. It includes requirements for planning a GHG project, identifying and selecting GHG sources, sinks and reservoirs (SSRs) relevant to the project and baseline scenario, monitoring, quantifying, documenting and reporting GHG project performance and managing data quality. The ISO 14060 family of standards is GHG programme neutral. If a GHG programme is applicable, the requirements of that GHG programme are additional to the requirements of the ISO 14060 family of standards.
This book focuses on the essential but somewhat neglected topic of the selection of Six Sigma projects. There is little material available on the process of making Six Sigma projects an integral part of the bottom line of a company, and often this is a weak point in many fledgling improvement programs. The methods presented here will not deal specifically with project management or with team development methods, but will concentrate solely on the proper selection of the projects. Since specific project accounting systems will vary from company to company, this book demonstrates a variety of possible approaches which can then be adapted by the reader. As companies become more mature in their Six Sigma programs, it is almost a certainty that companies will demand more benefits with less resources, and with verification that their methods are financially sound. Author William D. Mawby shows in detail how the current methods can be improved through the application of well-developed methods from operations research and financial engineering, which treat the project selection problem from the viewpoint of a portfolio-selection problem. These techniques range from fairly straightforward extensions of the ranking methods by multicriteria to sophisticated mathematical programming methods that allow one to select portfolios with exquisite control and specificity. All of the methods will, in general, produce Six Sigma project portfolios that out-perform their counterparts selected through non-portfolio type methods. Implementing these project selection methods will put your Six Sigma program on a sound financial basis to ensure that it continues to be the "go-to" approach for your company far into the future.
You`ve been trained and tested and you`ve been successful. Now, where will you take it from here? This book is intended for the Green Belt or anybody who has attended Six Sigma training and has been coached through a complete project, and who now wants to or needs to step out on their own and manage improvement projects without a dedicated coach. For a Green Belt, it is probable that the first project was coached by another Six Sigma practitioner, either within the organization or consulting for them, and that the coach’s performance may have been evaluated based on the success of the Green Belt’s project. Now that the first project is done, the coach has likely moved on to the next new Green Belt candidate. So, what happens to yesterday’s Green Belt? Detailed in these pages is a user-friendly guide to completing an improvement project quickly and thoroughly. The author has identified the nine most critical elements of a project and presented the tools needed to deliver those nine. A person who has been exposed to Six Sigma training will not have a difficult time understanding and applying the tools and techniques presented. Even a non-Green Belt will find this material to be usable with only a little coaching. Dotted throughout the book are descriptions of team meetings, five in all, that will serve the purpose of delivering the nine critical elements in a 90-day time frame. The book’s final chapter is intended as a guide to process management and process improvement in or outside the context of an improvement project. Once the concepts and topics become familiar to the reader, Chapter 10 can be read independently and repeatedly to help the organization manage its processes and improve them every day.
This International Standard provides guidance on quality management in projects. It outlines quality management principles and practices, the implementation of which are important to, and have an impact on, the achievement of quality objectives in projects. It supplements the guidance given in ISO 9004.These guidelines are intended for a wide audience. They are applicable to projects which can take many forms from the small to very large, from simple to complex, from being an individual project to being part of a program or portfolio of projects. They are intended to be used by personnel who have experience in managing projects and need to ensure that their organization is applying the practices contained in the ISO 9000 family of standards, as well as those who have experience in quality management and are required to interact with project organizations in applying their knowledge and experience to the project.This edition has sought to improve the alignment of ISO 10006 with the ISO 9000 family of International Standards, and includes new text concerning their quality management principles. Also, the title of ISO 10006 has been revised to reflect the changes to the ISO 9000 family of International Standards and to give an improved expression of the aim of this International Standard. This second edition cancels and replaces the first edition (ISO 10006:1997), which has been technically revised.
Six Sigma Green Belts need support in applying new skills after training, yet there is little research about how this works and even less advice about what support looks like in the field. This book is that missing link in providing coaching tips to support Green Belt projects. There is an abundant amount of information on the technical, “hard skills” aspects of Six Sigma, while considerably less about the interpersonal side of DMAIC. Research has shown that desirable Green Belt project outcomes are greatly influenced by collaboration issues between the coach and the Green Belt team member, and therefore this text focuses on tips for effective collaboration practices. Besides being a comprehensive discussion about how to coach Green Belts on their first project, it may also be used to coach subsequent Green Belt projects. A case study of Louisville Metro demonstrates this book’s ideas in the field and includes an example of one of its actual Six Sigma Green Belt projects.
This book is intended for people who have either been intimidated in their attempts to learn about Design of Experiments (DOE) or who have not appreciated the potential of that family of tools in their process improvement efforts. This introduction to DOE
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.
A process-based QMS conforming to ISO 9001 can be used to add value and prevent loss while providing confidence that requirements will be met. The Table of Interpretations relates the generically worded clauses of ISO 9001 in the language used by owners, project managers, designers, and contractors so all members of the project team can see how to work systematically (apart and together) to meet requirements. The system requirements include cycles of: Understanding the needs of customers Establishing policy and objectives to efficiently meet those needs Planning the QMS to meet the objectives Investing in resources (including competent employees) Translating customer needs into product requirements Planning processes for ensuring customer requirements will be met
This part of ISO 14064 details principles and requirements for verifying GHG inventories and validating or verifying GHG projects. It describes the process for GHG-related validation or verification and specifies components such as validation or verification planning, assessment procedures and the evaluation of organization or project GHG assertions. This part of ISO 14064 can be used by organizations or independent parties to validate or verify GHG assertions. ISO 14064 is expected to benefit organizations, governments, project proponents and stakeholders worldwide by providing clarity and consistency for quantifying, monitoring, reporting and validating or verifying GHG inventories or projects.
ISO/TR 12845:2010 describes the steps necessary to use and to analyse two-level fractional factorial designs through illustration with six distinct applications of this methodology.
John R. Broomfield, EditorQuality professionals are frequently asked to establish quality management systems that conform to ISO 9001:2000. To do this effectively is a major challenge, especially for organizations that are not in the manufacturing sector. The ISO 9001:2000 Interpretive Guide for the Design and Construction Project Team is written by design and construction project professionals to assist the modern project management team, (owners, designers, and constructors) in understanding the requirements and developing the appropriate policies and procedures in a cost-effective manner. This Interpretive Guide updates to the new ISO 9001:2000 standard the guide that the Division originally published in 1997. In this revision, the design and construction community is also provided with advice and concrete examples on establishing and maintaining a quality management system during all aspects of the project process. Teamwork between the owner, the designer and the constructor is clearly laid out in the format of this book. All practitioners in the infrastructure design and construction business can use this guide to improve both internal as well as external processes. The information presented in this guide will give management a competitive edge when it comes to quality processes and efficient operations at both the design and construction ends of the business.The benefits of accepting the ISO 9001:2000 standards as the quality management system for your organization will be realized once these principles and processes are put in place. If certification to ISO 9001 is your goal, this guide will also assist you in identifying what must be included in your quality management program.Average Customer Rating: (5 of 5 based on 1 review)
This book was written for the novice internal auditor to provide an easy to understand method for conducting a highly effective audit. By combining a series of general questions drawn from many elements of the ISO 9001:2000 Standard with a cross reference
This book helps performance-excellent examiners and organization-improvement practitioners to understand the 2008 Baldrige Performance Excellence Criteria, and the linkages and relationships among its many Items. Blazey simplifies the Criteria into easily
AS9100, AS9110, and AS9120, the quality management system (QMS) standards for the aerospace industry, are written in the most ambiguous language possible. Indeed, they don’t outline how they should be implemented. Those decisions are left to the organizati
This guide is intended to help everyone in an organization participate in creating and sustaining a foundation of integrity, meet requirements and customer expectations, and support robust processes, to the advantage of everyone in the organization and to each of its customers. It provides a simplified explanation of the clauses of ISO 9001:2015, including: What’s required Why to do it Implementation tips Questions to ask to assess conformity Also included are included descriptions of 14 quality tools that may be helpful when you are structuring or deploying processes to effectively comply with ISO 9001:2015 requirements. For each tool, the authors describe (1) what it is, (2) where it’s used, (3) how it’s done, and (4) cautions to be considered when using the tool.
Implementing lean is the best way to become a high-performing design firm. By improving design and construction services production, architecture/engineering/IPD construction (A/E/C) firms automatically improve their design products and their profitability. They have great repeat clients, they do wonderful design, they have fewer lawsuits, and contractors respect them. Good project management is absolutely critical to A/E/C business success, and applying lean design processes is the most effective way to improve project management. Doing it right takes determination, and it will significantly change the way you work. It’s not rocket science, but it’s also not for the timid. However, it will be well worth it: when lean design is functioning properly and your firm becomes very high-performing, you could be earning a consistent 30% profit while providing better services and projects. This book will show you how to become one of the really high-performing firms!
ISO 13053-1:2011 describes a methodology for the business improvement methodology known as Six Sigma. The methodology typically comprises five phases: define, measure, analyse, improve and control (DMAIC). ISO 13053-1:2011 recommends the preferred or best practice for each of the phases of the DMAIC methodology used during the execution of a Six Sigma project. It also recommends how Six Sigma projects should be managed and describes the roles, expertise and training of the personnel involved in such projects. It is applicable to organizations using manufacturing processes as well as service and transactional processes.
To compete successfully in today’s economy, organizations need to be as good as or better than their global competitors. This goes not only for quality, but also for costs and cycle times (lead time, processing time, delivery time, set-up time, response ti
Recent advances in the measurement and management of customer value now make it a powerful tool for identifying and prioritizing Six Sigma projects. No longer do champions or black belts have to rely solely on costs to justify the selection of Six Sigma projects. Now the real power and potential of Six Sigma can be turned to its strategic purpose – create and sustain value differences that will translate into greater market share and enhanced profitability.This book has two objectives. The first is to provide the reader with an approach for using the voice of the customer to identify Six Sigma projects and to guide their conduct. The second objective is to show the reader how to obtain the correct voice of the customer – customer value.Customer value is not new. What is new is our ability to measure it. And with this newly discovered ability to measure customer value comes an opportunity to inform Six Sigma projects and initiatives to make them more responsive to customer needs and more responsive to the organization’s bottom line. Let the voice be heard!
This reference manual is designed to help both those interested in passing the exam for ASQ’s Certified Six Sigma Yellow Belt (CSSYB) and those who want a handy reference to the appropriate materials needed for successful Six Sigma projects. It is intended to be a reference for both beginners in Six Sigma and those who are already knowledgeable about process improvement and variation reduction. The primary layout of the handbook follows the Body of Knowledge (BoK) for the CSSYB released in 2015. The author has utilized feedback from Six Sigma practitioners and knowledge gained through helping others prepare for exams to create a handbook that will be beneficial to anyone seeking to pass not only the CSSYB exam but also other Six Sigma exams. In addition to the primary text, the handbook contains numerous appendixes, a comprehensive list of abbreviations, and a supplement with practice exam questions, recorded webinars, and several useful publications. Each chapter includes essay-type questions to test the comprehension of students using this book at colleges and universities. Six Sigma trainers for organizations may find this additional feature useful, as they want their trainees (staff) to not only pass ASQ’s Six Sigma exams but have a comprehensive understanding of the Body of Knowledge that will allow them to support real Six Sigma projects in their roles. "As a software designer at Minitab, I have been involved in developing analytical tools for lean and six sigma projects since the late 90s. Over these years, Govind has been a great source of expertise on lean and six sigma for me to consult. This comprehensive handbook reflects his experiences and insights on how to select and conduct a six sigma project successfully, and on how to make the process improvement sustainable after a project is done. The statistical examples given in the handbook are very informative and easy to understand. It is indeed an excellent reference for anyone who is interested in process improvement." Yanling Zuo, PhD Senior Advisory Statistician Minitab Inc. "This handbook is a comprehensive compilation of Six Sigma tools and techniques as well as a manual designed to aid candidates preparing for the ASQ Certified Six Sigma Yellow Belt (CSSYB) exam. It is organized into the standard phases of DMAIC (Design, Measure, Analyze, Improve and Control) with an introductory chapter on Six Sigma Fundamentals and concludes with a solid Appendix. Tools and techniques appropriate for each DMAIC Phase are introduced with background to provide context and then well covered with how-to instructions and content-rich graphics as examples. This Certified Six Sigma Yellow Belt Handbook is more than a preparation guide for CSSYB exam; it will quickly become your go-to reference guide for quality improvement tools." Ray Mikulak President Resource Engineering, Inc. and QualityTrainingPortal.com
It is widely recognized that leadership is a critical factor in enabling any organization to adapt to its environment through implementing strategy, thereby surviving and thriving. This book takes research from a diverse range of fields on human behavior a
A newer edition of this book is available. ?This reference manual is designed to help those interested in passing the ASQ’s certification exam for Six Sigma Green Belts, those who may need to train future green belts, and others who want a handy reference to the appropriate materials needed to conduct successful green belt projects. This latest entry in ASQ`s popular series of handbooks explicitly follows the certification`s Body of Knowledge and addresses each topic to exactly the level green belts need.From lean and project management to statistics and data analysis, the DMAIC process is explained in a clear and insightful manner. Figures, tables, references, and useful appendices only add to this book`s comprehensiveness. Also available worldwide from the following e-book retailers: Amazon Kindle, Barnes & Noble Nook, and Google Play.
T820E de 01/08/2006 - ANSI/ISO/ASQ E14064-1:2006: GREENHOUSE GASES - PART 1: SPECIFICATION WITH GUIDANCE AT THE ORGANIZATION LEVEL FOR QUANTIFICATION AND REPORTING OF GREENHOUSE GAS EMISSIONS AND REMOVAL
This part of ISO 14064 details principles and requirements for designing, developing, managing and reporting organization- or company-level GHG inventories. It includes requirements for determining GHG emission boundaries, quantifying an organization`s GHG emissions and removals, and identifying specific company actions or activities aimed at improving GHG management. It also includes requirements and guidance on inventory quality management, reporting, internal auditing and the organization`s responsibilities for verification activities. ISO 14064 is expected to benefit organizations, governments, project proponents and stakeholders worldwide by providing clarity and consistency for quantifying, monitoring, reporting and validating or verifying GHG inventories or projects.
The goal of this book is to demonstrate to manufacturing, distributor, and service businesses that there are only seven critical business elements from which continuous improvement projects can be discovered, financially evaluated, and ranked before implementation. They are:Increase sales by increasing the percent of market coverage.Reduce expenses by reducing the percent of labor and non-labor expenses per sales dollar. Reduce lead times to reduce work-in-process inventory investment. Reduce setup costs to minimize product and component inventory investment. Maximize capital asset utilization percent. Minimize asset investment for invoice payment by controlling the collection period within the contracted time period. Maximize employee knowledge worker utilization by empowering them with financial and practical training related to these seven business elements. The information is uniquely organized so it can serve as a frequent reminder for both the experienced and inexperienced of the few principles and financially-based formulas that must be built into company culture if both customers and stockholders are to be satisfied. Project teams are shown how to discover and financially evaluate and rank a vast number of continuous improvement projects.
This reference manual is designed to help those interested in passing the ASQ`s certification exam for Six Sigma Green Belts and others who want a handy reference to the appropriate materials needed to conduct successful Green Belt projects. It is a reference handbook on running projects for those who are already knowledgeable about process improvement and variation reduction. The primary layout of the handbook follows the ASQ Body of Knowledge (BoK) for the Certified Six Sigma Green Belt (CSSGB) updated in 2015. The authors were involved with the first edition handbook, and have utilized first edition user comments, numerous Six Sigma practitioners, and their own personal knowledge gained through helping others prepare for exams to bring together a handbook that they hope will be very beneficial to anyone seeking to pass the ASQ or other Green Belt exams. In addition to the primary text, the authors have added a number of new appendixes, an expanded acronym list (both print and electronic), new practice exam questions, and other additional materials available for download. Of special note among the files available for download are introductory Lean video clips from the Gemba Academy that should be very useful in understanding applications of lean to your organization. The videos are from each of the groupings that Gemba Academy uses in their business. Another new feature of this handbook is the offer from PQ Systems, Inc., that anyone who purchases this book can receive a free copy of the Quality Gamebox software. The additional material available for download has been expanded, and a layout diagram is available in Appendix R. Given that this is an electronic format, you are encouraged to search the files for any number of forms, examples, templates, videos, and other useful tidbits that can help in running projects and preparing for the exam.
The Analysis, Trends, and Opportunities 2013 report is an academic, journal-style summary that details the methodologies, usability, and value of the research project. This report is free for ASQ members. $49.00 for non-members.
There is such a plethora of information out there on quality excellence that it can be quite overwhelming for the person who is just looking for simple, effective guidance. The great number of books, articles, and speeches describing a wide range of techni
This book was written for the novice internal auditor and for the experienced auditor in search of a more meaningful approach. The goal is to provide an easy-to-understand method for conducting a highly effective audit. Process Driven Comprehensive Auditin
This book helps performance-excellent examiners and organization-improvement practitioners to understand the 2009-2010 Baldrige Performance Excellence Criteria, and the linkages and relationships among its many Items. Blazey simplifies the Criteria into ea
No school district becomes excellent without a strategic plan, but many remain mediocre with them. What makes the difference? This book has been written to describe what it means to engage in serious long-range or “strategic” planning and to provide soluti
A newer edition of this book is available. A process is a system of activities (together with the associated resources) that takes an input and transforms it into an output of greater value for a customer. It is processes that create value. The book focuses on complex services, that is, services sought because of a lack of knowledge or skills. Complex services fall into three categories: professional services, semi-professional services, and technical services. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients want. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, from accounting to engineering, who are involved or are interested in taking part in managing their businesses will find this book an invaluable tool in achieving success. New to this second edition is the reorganization of the content into three parts: Part 1 - the conceptual framework linking strategy and operations; Part 2 – methodologies and techniques to achieve operational excellence; and Part 3 – ingredients and recipes for corporate and personal change initiatives. The process selection methodology has also been simplified considerably. In addition, explanation of the learning cycle has doubled in size to include a detailed presentation of the nature of kaizen workshops and why they work, with a focus on managing the moments of truth for the team and the organization when this fundamental and powerful change vehicle is used. For further discussion, video, and articles on improving complex service delivery, be sure to visit the author`s supporting website.
This guide is intended to help everyone in a service organization participate in creating and sustaining a foundation of integrity, meet requirements and customer expectations, and support robust processes, to the advantage of everyone in the organization and to each of its customers. It provides a simplified explanation of the clauses of ISO 9001:2015, including: What’s required Why to do it Implementation tips Questions to ask to assess conformity Also included is a chapter that answers the question “Why do ISO 9001:2015?” and a chapter that summarizes the key differences with past editions of ISO 9001. To assist the user in implementation of QMS processes, this guide also includes a chapter that describes 12 quality tools. For each tool, the authors describe (1) what it is, (2) where it’s used, (3) how it’s done, and (4) cautions to be considered when using the tool. The contents of this book can help organizations save time in achieving compliance with the ISO 9001 requirements and also facilitate effective implementation. This has the potential to lower internal costs and to improve customer satisfaction.
This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This document is applicable to product- and service-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations. NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer. This document is intended for use by any organization regardless of its type or size, or the products and services it provides, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses. This document is aimed at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household purposes, although it is applicable to all customer satisfaction codes of conduct. This document does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.
The purpose of this International Standard is to enhance common understanding of the subject, to promote the use of configuration management, and to assist organizations applying configuration management to improve their performance. Configuration manageme
This International Standard gives guidance to an organization general principles, policy, strategy, and activity relating to both internal and external environmental communication. It utilizes proven and well-established approaches to communication, adapte
ASQ/ANSI/ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations. ASQ/ANSI/ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses. ASQ/ANSI/ISO 10001:2007 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers. ASQ/ANSI/ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.
This new handbook was developed to assist those preparing for the Certified Quality Process Analyst certification. It covers the certification’s Body of Knowledge explicitly and comprehensively. The book and certification are aimed at the paraprofessional who, in support of and under the direction of quality engineers or supervisors, analyzes and solves quality problems and is involved in quality improvement projects. This book is perfect for both recent graduates and those with work experience who want to expand their knowledge of quality tools and processes.The first section of the handbook, Quality Basics, begins with the quality principles embodied by the ASQ Code of Ethics. The fundamental elements of a quality system are described by this section. The second section focuses on Problem Solving and Improvement, including such tools as Pareto charts, scatter diagrams, the Plan-Do-Check-Act (PDCA) cycle, quality management, project management, the Taguchi loss function, and Taguchi’s signal-to-noise ratios, concluding with lean tools. To support any effective problem solving and improvement endeavors, the Data Analysis section provides the analytical methods to interpret and compare data sets and model processes. Basic statistics, probability, sampling methods, statistical process control (SPC), basic statistical decision tools, regression and correlation, and Design of Experiments (DOE) are explained in this third section. Finally, any successful enterprise must understand its Customer-Supplier Relations, the last section of the book. Effective customer-supplier relations are key to high customer satisfaction and the ultimate measure of a company’s worth.
This book’s unique focus on the role of healthcare leaders and the lessons learned were uncovered during the authors’ research of over 200 U.S. hospitals’ performance. It was written specifically for CEOs, the “C-Suite,” and senior leaders who desire to harness the power of Lean-Six Sigma as their major strategic weapon for progress, as well as those charged to coach them. It is intended for those organizations that operate active Lean-Six Sigma initiatives, but have yet to successfully attack high leverage processes like “In Quality Staffing” and recovering significant Cost of Quality from throughput improvements. It is also intended for senior leaders who have yet to tackle Lean-Six Sigma as their major organization-wide strategic weapon. However, it is also a must-read for managers at all levels, quality professionals, and Lean-Six Sigma Black Belts who desire to aid in assuring that their organizations’ improvement efforts attack strategically versus the all-to-common tactical, project-by-project approach that suboptimizes the power of Lean-Six Sigma. Further, the book and supporting website is full of electronic checklists, tools, templates, suggestions for additional reading, and many recommended 1-hour and 2-hour learning sessions for senior leaders and managers. The changes in this second edition include the following: Many more examples of “In Quality Staffing”, a healthcare translation of one of the seven categories of Lean waste found in the Toyota Production System and one of the most powerful concepts applicable to healthcare. This concept has been described as “the language of nursing” versus a more manufacturing-speak described in other leading Lean-Six Sigma books. Expanded dialogue of the role of Lean in healthcare. Additional embedded case examples.
Audit – now there’s a word that can strike terror into your heart. Whether it’s the IRS looking over your shoulder or a quality tool utilized by your company, it requires accountability. A software audit monitors the development process and provides management with an independent view of the software development status. The purpose of this book is to remove the terror and error while improving the audit process. Software is not produced on a production line; the only thing that is the same on all software projects is that there is input and output. Everything in the middle is customized for the project at hand. Thus, The Software Audit Guide does not contain a one-size-fits-all approach. It gives a choice of areas to audit and different questions that should be asked within these areas. This book provides a flexible, user-friendly checklist of more than 1,300 questions designed to stimulate creative thinking that will ultimately result in the best possible software audit.
The content of this workbook is based on the book Lean Doctors: A Bold and Practical Guide to Transforming Healthcare Systems, One Doctor at a Time, and on the authors’ years of transforming care delivery systems with lean. The Six Success Steps discussed in the book are presented here with a focus on implementing them to achieve dramatic and sustainable change. The Success Steps are building blocks; the order in which you apply them matters. They are presented here in an order that has worked in the real world; working through them logically will help you on the path to successful implementation. Each Success Step includes a practical explanation of the theory and maps that illustrate how that particular step impacts the care process in the context of a detailed case study. The authors use several Lean mapping tools, including lean process maps, spaghetti diagrams, and swim lane diagrams. In addition to illustrating lean concepts and their application in the context of a case study discussed throughout the book, these maps provide instructive examples that can help you create similar maps for the processes you operate. With its interactive format and step-by-step design, this workbook is ideal for use in the classroom to teach Lean principles, or with a lean project team to guide a clinical implementation. Together with Lean Doctors, this workbook will help the student of lean or the lean project team learn and apply a complete lean system in a healthcare setting.
The intent of this book (MDDR, for short) is to present an introduction to, and overview of, the world of medical device regulation by the United States Food and Drug Administration (FDA), and the relationship of this regulatory scheme to the design and development of medical devices. In providing this information, the book covers the broad range of requirements, which are presented within eight major topics: background and regulatory environment, device design control, nonclinical testing, clinical testing, marketing applications, post-market requirements, quality systems/GMPs, and compliance/enforcement. This book provides students and professionals in the medical device industry with a road map to the regulation of medical devices. It provides a broad understanding of the breadth and depth of medical device regulation by collecting in one textbook coverage of the regulatory scheme for medical devices in terms that are suitable for engineers, scientists, and healthcare providers. The vast amount of information available on the subject is distilled into a concise and coherent presentation. There also are problems and projects at the end of each chapter. In addition to the usual questions requiring specific answers, the projects include the drafting of a device control plan, the development of a nonclinical test procedure, the resolution of a recall, the response to a Warning Letter, and the creation of a CAPA for a device deficiency. A solutions manual for these exercises is available to teachers who adopt the textbook for classroom use or for employee training. Medical Device Design and Regulation (MDDR) also makes available over 100 complimentary live hyperlinks to web pages with additional relevant information, and offers users the opportunity to join and participate in the “MDDR Users Group” on LinkedIn.
The next step in the evolution of the organizational quality field, Lean Six Sigma (LSS) has come of age. However, many challenges to using LSS in lieu of, in conjunction with, or integrated with other quality initiatives remain. An update on the current focus of quality management, Quality Management for Organizations Using Lean Six Sigma Techniques covers the concepts and principles of Lean Six Sigma and its origins in quality, total quality management (TQM), and statistical process control (SPC), and then explores how it can be integrated into manufacturing, logistics, and healthcare operations. The book presents the background on quality and Lean Six Sigma (LSS) techniques and tools, previous history of LSS in manufacturing, and current applications of LSS in operations such as logistics and healthcare. It provides a decision model for choosing whether to use LSS or other quality initiatives, which projects should be selected and prioritized, and what to do with non-LSS projects. The author also details an integration model for integrating and developing integrated LSS and other quality initiatives, and common mathematical techniques that you can use for performing LSS statistical calculations. He describes methods to attain the different Six Sigma certifications, and closes with discussion of future directions of Lean Six Sigma and quality.Case studies illustrate the integration of LSS principles into other quality initiatives, highlighting best practices as well as successful and failed integrations. This guide gives you a balanced description of the good, bad, and ugly in integrating LSS into modern operations, giving you the understanding necessary to immediately apply the concepts to your quality processes.