Contents

· How to Use the Handbook.

· How to Think About Quality.

· The Quality Planning Process.

· The Quality Control Process.

· The Quality Improvement Process.

· Process Management.

· Quality and Income.

· Quality and Costs.

· Measurement, Information, and Decision-Making.

· Computer Applications to Quality Systems.

· The ISO 9000 Family of International Standards.

· Benchmarking.

· Strategic Deployment.

· Total Quality Management.

· Human Resources and Quality.

· Training for Quality.

· Project Management and Product Development.

· Market Research and Marketing.

· Quality in Research and Development.

· Software Development.

· Operations.

· Inspection and Test.

· Job Shop Industries.

· Customer Service.

· Administrative and Support Operations.

· Process Industries.

· Quality in a High Tech Industry.

· Automotive Industry.

· Travel and Hospitality Industries.

· Government Services.

· Health Care Services.

· Financial Services Industries.

· Second-Generation Data Quality Systems.

· Quality and Society.

· Quality and the National Culture.

· Quality in Developing Countries.

· Quality in Western Europe.

· Quality in Central and Eastern Europe.

· Quality in the United States.

· Quality in Japan.

· Quality in the People's Republic of China.

· Quality in Latin America.

· Basic Statistical Methods.

· Statistical Process Control.

· Acceptance Sampling.

· Design and Analysis of Experiments.

· Reliability Concepts and Data Analysis.

Appendices

Glossary of Symbols and Abbreviations.
Tables and Charts.Selected Quality Standards, Specifications, and Related Documents.
Quality Systems Terminology.
Quality Improvement Tools.

Index.

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