MG311 MST study note overviews:

Chapter 1: Introduction to Quality

Quality profiles: Motorola, Inc. and PricewaterhouseCoopers Public Sector Practice
Defining Quality
Transcendent (Judgemental) Perspective
Product Perspective
Value Perspective
Manufacturing Perspective
Customer Perspective
Integrating Quality Perspectives in the Value Chain

History of Quality Management

The Age of Craftsmanship
The Early Twentieth Century
Post-World War II
The U.S Quality Revolution
Rapid Growth of Quality in Business
From Product Quality to Total Quality Management
Early Management Failures
Performance Excellence
Emergence of Six Sigma
Globalization of Quality
Current and Future Challenges

Quality in Manufacturing
Manufacturing systems

Quality in Service Organizations

Contrasts with Manufacturing
Components of Service Quality

Quality in Business Support Functions

Quality and Competitive Advantage
Quality and Business Results

Quality and Personal Values

Chapter 2: Foundations of Quality Management
Quality Profiles: Texas Nameplate Company, Inc. and MEDRAD
The Deming Philosophy
Demings 14 points
Profound knowledge

The Juran Philosophy

The Crosby Philosophy
Comparing Deming, Juran, and Crosby

Other Quality Philosophers

A.V.Feigenbaum
Kaoru Ishikawa

Principles, Practices, and Techniques of Quality Management

Quality Management Principles
Quality Management Practices
Quality Management Techniques

Variation and Statistical Thinking

Understand Variation
Demings Red Bead and Funnel Experiments

Quality Management systems

ISO 9000 family of standards
Building Effective Quality Management Systems
Chapter 3 : Customer Focus
Quality Profiles: Park Place Lexus and K&N Management
Customer satisfaction and Engagement
The American Customer Satisfaction Index

Identifying Customer Needs

Customer Segmentation

Understanding Customer Needs

Quality Dimensions of Goods and Services
The Kano Model of Customer Requirements
Gathering the Voice of the Customer
Analyzing Voice of the Customer Data

Linking Customer Needs to Design, Production, and Service Delivery

Building a Customer-Focused Organization

Customer Commitments
Customer Contact and Interaction
Selecting and Developing Customer Contact Employees
Service Recovery and Complaint Management

Managing Customer Relationships

Strategic Partnerships and Alliances
Customer-Focused Technology and Analytics

Measuring Customer Satisfaction and Engagement

Designing Satisfaction Surveys
Analyzing and Using Customer Feedback
Why Many Customer Satisfaction Efforts Fail
Measuring Customer Loyalty
Chapter 4 : Workforce Focus
Quality Profiles: Veterans Affairs Cooperative Studies Program clinical Research Pharmacy
Coordinating Center and PRO-TEC Coating Company
The Evolution of Workforce Management
High Performance Work Culture

Principles of Workforce Engagement and Motivation

Workforce Engagement
Employee Involvement
Motivation

Designing High-Performance Work Systems

Work and Job Design
Empowerment
Teamwork
Workplace Environment
Workforce Learning and Development
Compensation and Recognition
Performance Management

Assessing Workforce Effectiveness, Satisfaction, and Engagement

Measuring Workforce Engagement

Sustaining High-Performance Work Systems

Workforce Capability and Capacity
Chapter 5: Process Focus
Quality Profiles: Honeywell Federal Manufacturing & Technologies and Boeing Aerospace
Support.
Process Management

Identifying Processes and Requirements

Value-Creation Processes
Support Processes
Process Requirements

Process Design
Process Mapping
Process Design for Services
Design for Agility
Mistake Proofing Processes
 Process Control
Process Control in Manufacturing
Process Control in Services

Managing Supply Chain Processes

Supplier Partnerships
Supplier Certification