17. Chapter 2: Leadership
1. Definitions
2. Characteristics of Quality Leaders
3. Leadership Concepts
4. The 7 Habits of Highly Effective People
5. Ethics
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18. Chapter 2: Leadership (Cont.)
6. The Deming Philosophy
7. Role of TQM Leaders
8. Implementation
9. Quality Council
10. Core Values, Concepts, and Framework
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19. Chapter 2: Leadership (Cont.)
11. Quality Statements
12. Strategic Planning
13. Communication
14. Decision Making
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20. Chapter 3: Customer Satisfaction
1. Introduction
2. Who is the Customer?
3. Customer Perception of Quality
4. Feedback
5. Using Customer Complaints
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21. Chapter 3: Customer Satisfaction (Cont.)
6. Service Quality
7. Translating Needs into Requirements
8. Customer Retention
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22. Chapter 4: Employee Involvement
1. Introduction
2. Motivation
3. Employee Surveys
4. Empowerment
5. Teams
6. Suggestion System
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23. Chapter 4: Employee Involvement (Cont.)
7. Recognition and Reward
8. Gainsharing
9. Performance Appraisal
10. Unions and Employee Involvement
11. Benefits of Employee Involvement
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24. Chapter 5: Continuous Process Improvement
1. Introduction
2. Process
3. The Juran Trilogy
4. Improvement Strategies
5. Type of Problems
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25. Chapter 5: Continuous Process Improvement (Cont.)
1. Introduction
2. Process
3. The Juran Trilogy
4. Improvement Strategies
5. Type of Problems
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26. Chapter 6: Supplier Partnership
1. Introduction
2. Principles of Customer/Supplier Relations
3. Partnering
4. Sourcing
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28. Chapter 7: Performance Measure
1. Introduction
2. Basic Concepts
3. Strategy
4. Performance Measure Presentation
5. Quality Costs
6. Malcolm Baldridge National Quality Award
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29. Chapter 8: Benchmarking
1. Introduction
2. Benchmarking Defined
3. Reasons to Benchmark
4. Process
5. Deciding What to Benchmark
6. Understanding Current Performance
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30. Chapter 8: Benchmarking (Cont.)
7. Planning
8. Studying Others
9. Learning from the Data
10. Using the Findings
11. Pitfalls and Criticisms of benchmarking
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31. Chapter 9: Quality Function Deployment
1. Introduction
2. The QDF Team
3. Benefits of the Customer
4. Organization of Information
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32. Chapter 9: Quality Function Deployment (Cont.)
5. House of Quality
6. Building a House of Quality
7. QDF Process
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33. Chapter 10: Statistical Process Control
1. Introduction
2. Pareto Diagram
3. Process Flow Diagram
4. Cause-and-Effect Diagram
5. Check Sheets
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34. Chapter 10: Statistical Process Control (Cont.)
6. Histogram
7. Statistical Fundamentals
8. Introduction to Control Chart
9. State of Control
10. Out-of-Control Process
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35. Chapter 10: Statistical Process Control (Cont.)
11. Process Capability
12. Different Control Charts for Variables
13. Control Chart for Attributes
14. Scatter Diagram
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39. เอกสารและตำราหลัก
Dale H., Carol B., Glen B., Mary B., Total Quality Management
(3rd Edition), Pearson Education, 2002.
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40. เอกสารและขอมูลสำคัญ
๑. โกศล ดีศีลธรรม, สูองคกรแหงความเปนเลิศ= Total Quality
Management, Sum Publishing, ม.ป.ป.
๒. ณรงค ณ ลำพูน, การบริหารจัดการคุณภาพโดยรวม = Total
quality management : TQM, The Knowledge Center, 2546.
๓. Bank J., Title The essence of total quality management,
Financial Times Prentice Hall, 2000.
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