Page 481 - The Handbook for Quality Management a Complete Guide to Operational Excellence

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Charts (Cont.): Conditions, 80–82
moving range, 171–172 hierarchy of, 81f
network, 273–276 operating and design, 337–340
np charts, 180–181 specifying, 72
p charts, 176–180 Confidant, 392
PDPC, 281, 340, 341f Configuration control, 225–226
Charts. See also Control charts (Cont.) Conflict:
sigma, 167–170, 204 games and, 360
u charts, 181–186 resolution, 287–288
X charts, 171–176 Conformance quality, 22
Chemical processes, 164 Consensus, 287
Chimney stack model, 37 Constraints. See also Theory of constraints
CIT. See Critical Incident Technique definition of, 78
Clark, J. D., 354 elevation of, 84–85, 259
Classical style, of strategic planning, 71 exploitation of, 83, 259
Closure, games and, 360 identification of, 82, 258–259
Clustered preferences, 113 information, 260–262
Coaching, 395–398 management, 74, 258–259
Coaching Skills (Center for Management and basic principles and concepts,
Organization Effectiveness), 396 78–87
Coase, R., 8 Five Focusing Steps, 82–85
Code of Ethics for Members of the American measurements, 99–102
Society for Quality, 230 tools of, 87–98
Coefficients, 329 non-constraints, 83–84
Combination data-based/judgment man- physical, 74
agement style, 376 subordination of, 83–84, 259
Common cause, 35, 161, 241 of systems, 74, 82–84, 259
Communication: types of, 78–79
with customers, 43 Constraint theory. See Theory of constraints
effective, 59 Consumer orientation, 36
open channels of, 229, 238 Consumer Product Safety Commission
of organizational vision, 68 (CPSC), 24
Competence constraints, 79 Continuous improvement, 202,
Competency base, games and, 360 241–242
Competition, 245 analyze stage, 305–333
analysis, 131 control/verify stage, 349–361
benchmarking, 101 define stage, 267–292
pressure, 107 effective change management,
Competitiveness, 22, 48 245–263
Competitiveness Forum, 133 improve/design stage, 335–348
Competitors, 73 measure stage, 293–303
Complaints, 115 Contract, 24
Complaint and suggestion systems, 113–114 law, 24
Completion time, 310 privity of, 26
Compliance credentials, 393 renewal, 217
Conceptual training, 356–357 Contrivance, games and, 360

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