Total Quality Management

Quality Specification and Quality Costs

Developing quality specifications	Design quality defined
Cost of quality	Conformance quality defined
Functions of the QC department	Quality at the source defined
	Dimensions of quality defined
	Cost of quality defined

Six-Sigma Quality

Six-Sigma methodology	Six Sigma defined
Analytical tools for Six Sigma and continuous improvement	DPMO defined
continuous improvement	DMAIC defined
Six-Sigma roles and responsibilities	PDCA cycle defined
	Continuous improvement defined
	Kaizen defined
	Lean Six Sigma defined
	Black belts, master black belts, and green belts defined

The Shingo System: Fail-Safe Design

ISO 9000 and ISO 14000

External Benchmarking for Quality Improvement

Conclusion

Case: Hank Kolb, Director of Quality Assurance

Case: Appreciative Inquiry—A Different Kind of Fishbone