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vContentsListofFiguresandTables.................................viiPreface...........................................ixNotestotheReader....................................xiAcknowledgments.....................................xiiiPartIQualityBasics......................11QualityTerms,Concepts,andPrinciples.............3A.Terms,Concepts,andPrinciples........................................41.Quality...........................................................52.SystemsandProcesses..............................................83.TheImportanceofEmployees.......................................94.QualityPlanning..................................................105.Variation.........................................................122QualityBenefits,Philosophies,andModels...........15B.BenefitsofQuality...................................................16C.QualityPhilosophiesandModels.......................................19PartIITeams..........................353TeamStructureandFunction....................37A.TypesofTeams......................................................380.NaturalTeams....................................................381.ImprovementTeams...............................................382.Cross-FunctionalTeams.............................................393.ProjectTeams.....................................................404.Self-DirectedTeams................................................405.VirtualTeams.....................................................41B.RolesandResponsibilities.............................................41C.TeamFormationandGroupDynamics...................................471.InitiatingTeams...................................................472.SelectingTeamMembers............................................473.Groupthink.......................................................494.TeamStages......................................................505.TeamConflict.....................................................526.TeamLeaderAsCoach.............................................53PartIIIContinuousImprovement...............574ContinuousImprovementConceptsandTools..........59A.IncrementalandBreakthroughImprovement.............................60B.ImprovementCycles..................................................66C.QualityImprovementTools............................................845ImprovingCustomer–SupplierRelationships..........123D.Customer–SupplierRelationships.......................................1241.InternalandExternalCustomers.....................................1242.CustomerFeedback................................................1293.InternalandExternalSuppliers......................................1334.SupplierFeedback.................................................135PartIVAppendices.......................139A.ASQCertifiedQualityImprovementAssociateBodyofKnowledge.........................141B.ASQCodeofEthics.........................145C.QualityGlossary...........................147D.AdditionalReading.........................169Index............................................175AppendixESupplementE.SampleTestQuestions,Answers,andCross-References1.QualityImprovementAssociate—SampleTest.............................12.AnswerKey.........................................................203.SampleQuestionsCross-ReferencedtoBoK(sortedbyitemnumber).........214.SampleQuestionsCross-ReferencedtoBoK(sortedbyBoKcategory).........235.SampleQuestionsCross-ReferencedtoSuggestedReferenceMaterial.........26viContents3Chapter1QualityTerms,Concepts,andPrinciplesThischaptershouldhelpyou:•Defineandusethetermqualitycorrectly•Understandsystemsandprocesses,howtheyrelatetoeachother,andhowthecomponentsofaprocessaffectthetotalsystem•Understandtheimportanceofallemployeesinanorganization•Defineaqualityplanandunderstanditspurposeintheorganization•UnderstandvariationandcommonandspecialcausesThetopicsofthischapterare:A.Terms,Concepts,andPrinciples1.Quality2.SystemsandProcesses3.TheImportanceofEmployees4.QualityPlanning5.VariationLookbeneaththesurface,letnotthequalitynoritsworthescapethee.—MarcusAureliusWearewhatwerepeatedlydo.Excellence,then,isnotanact,buthabit.—AristotleQualityisaboutmakingproductsthatdon’tcomebackforcustomersthatdo.—MargaretThatcherA.TERMS,CONCEPTS,ANDPRINCIPLESAShortHistoryWhilethehistoryofqualitygoesbacktoancienttimes,thisshortreviewstartswiththecurrentqualitymovementthathaditsbeginninginthe1920s.ThequalityprofessionasweknowittodayhaditsstartwhenWalterShewhartofBellLaboratoriesdevelopedasystemformeasuringvarianceinproductionsystems,knownasstatisticalprocesscon-trol.Statisticalprocesscontrolisstillusedtohelpmonitorconsistencyanddiagnoseproblemsinworkprocesses.ShewhartalsocreatedthePlan–Do–Check–Act(PDCA)cycle,whichappliesasystematicapproachtoimprovingworkprocesses.WhenthePDCAcycleisappliedconsistently,itcanresultincontinuousprocessimprovement.DuringWorldWarII,theU.S.WarDepartmenthiredDr.W.EdwardsDeming,aphysicistandCensusBureauresearcher,toteachstatisticalprocesscontroltothedefens