Page 483 - The Handbook for Quality Management a Complete Guide to Operational Excellence
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470 I n d e x I n d e x 471
Customers (Cont.): Decision-making:
needs of, 107–128 data-driven, 56
requirements, 44, 84, 167, 200, 297, 316 factual approach to, 45
satisfaction of, 23, 23f, 50, 80–81 hard data and, 43
segmentation of, 110–113 Decision tree, 189f
service and support for, 114–117 Decreasing returns of management, 5
supplier evaluation and, 141 Defects, 196
two-party audits and, 215 prevention of, 28
value and, 40 Defects per million opportunities (DPMO),
Customer contact workers (CCW), 114–115 267
Customer-focused organizations, 59–64 Defectives:
chart, 60f count of, 180–181
traditional organizations comparison, 61t proportion, 176–180
Customer-supplied materials, 224 Defense Nuclear Facilities Safety
Customer-supplier appraisals, 389–390 Board, 24
Customized marketing, 111 Define, Measure, Analyze, Design, and
Cycles, 191, 192f Verify (DMADV), 54, 55t, 262–263, 285
PDCA, 250 Define, Measure, Analyze, Improve, and
Cycle times, 308, 337 Control (DMAIC), 54, 55t, 70, 252,
reduction, 41, 310 262–263, 285, 376
response, 332–333 Define stage:
project definition, 267–284
D team formation, 285–292
Data: top-level process definition, 285
attributes, 176–189 Delay, sources of, 309
for average control charts, 166t Deming, W. Edwards, 11, 42, 48–49, 158–159,
classification, 124 161, 202, 237, 361
collection, 318 approach of, 34–36
on customer needs and expectations, on enumerative and analytic studies, 155
113–128 funnel experiment, 360
customer service and support, 114–117 on management, 363–365
focus groups, 127–128 management action and, 78
surveys, 117–127 on system optimization, 77
decision-making and, 56 on tampering, 199
discrete, 193f Deming Prize, 48–49, 133
happenstance, 323, 331 Department of Defense, U.S., 41
hard, 43 Departmental efficiency, 311–312
interpretation, 125 Dependent variable, 319
mining, 331 Descriptive phase, 316
for Pareto analysis, 270t Descriptive statistics, 155
for scatter diagrams, 322f common, 156t
statistical analysis of, 202–204 Descriptive theory, 78
Data-based management style, 375–376 Design stage:
Databases, 222 failure modes, 340–348
DBR. See “Drum-Buffer-Rope” new operating and design conditions,
De-skilled work, 7–8 337–340
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