Do It Right the Second Time : Benchmarking Best Practices in the Quality Change Process, 2nd Edition

Failure of a quality initiative, either in part or in whole, can happen to any organization. What differentiates successful organizations is that they learn from their failures and do it right the second time. Author Peter Merrill takes you sequentially through the activities required to lead a lasting change, from vision to final realization. More importantly, he stresses the balance between process improvement and people improvement. Throughout the book are checklists, tables, questionnaires, and other helpful tools to support your quality implementation. In addition, Merrill supplies examples showing you what went wrong with other organizations and the successful course of corrections they made.

Merrill captures many of the developments of the intervening years since the first edition of this book, particularly Six Sigma and lean. Three completely new chapters on ISO 9000 will draw the reader into systems thinking, discourage overdocumentation, and encourage the use of measurement to drive improvement. The new Chapter 23 shows the linkages between ISO 9000, Six Sigma, and excellence awards.

This book embraces the essentials of quality management, presents them in a simple format, and gives you a sense of flow as you implement.

List of Figures
Preface
Acknowledgments
Introduction

Part 1 : The Reason
Chapter 1 : Why are We Doing This?
Chapter 2 : The Customer

Part 2 : The Foundation
Chapter 3 : The Vision
Chapter 4 : Quality Values
Chapter 5 : Culture

Part 3 : The Change
Chapter 6 : Resistance to Change
Chapter 7 : The Change Process
Chapter 8 : The Quality Management Team : Agents for Change
Chapter 9 : Leadership

Part 4 : The Processes
Chapter 10 : Process Ownership
Chapter 11 : Measurement
Chapter 12 : Cost of Quality
Chapter 13 : Corrective Action

Part 5 : The People
Chapter 14 : Education
Chapter 15 : Communication
Chapter 16 : Teamwork
Chapter 17 : Recognition

Part 6 : The Continuity
Chapter 18 : Continuation
Chapter 19 : Using The Baldrige Criteria to Assess Quality Systems
Chapter 20 : ISO 9000 : How to Make It Happen
Chapter 21 : ISO 9000 : Less Procedures, More Planning
Chapter 22 : Internal Audit—Involve People, Create Value
Chapter 23 : Choosing from The Menu
Chapter 24 : The New Organization

Index