Page 487 - The Handbook for Quality Management a Complete Guide to Operational Excellence

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Industrial Revolution, 1 Job satisfaction, 370
Industry structure and segmentation, 73 Job training, 357–358
Industry Week, 133 Johnson, R. S., 246
Ineffective elevation, 85–86 Joiner, Brian, 140, 378, 379f, 387
Inertia, 86–87 Joint technological plans (JTP), 238
Informal change agent, 247 Jones, D. T., 380
Infrastructure, 54 JTP. See Joint technological plans
Inputs, 295 Judgment calls, 229
Instructional games, 359–361 Judgmental management style, 375
Intangibles, 352 Juran, Joseph M., 11, 17, 62, 139, 143, 262
Integrated planning, 65 Juran trilogy, 17–23
benchmarking, 131–135 JUSE. See Union of Japanese Scientists and
customer expectations and needs, 107–128 Engineers
organizational assessment, 139–149 Just in Time (JIT), 41, 237
strategic planning, 63–104
Integration, 132 K
Intensity scales, 121 KAIZEN™, 38–39, 39f, 242
Intercept, 324, 329 hierarchy of involvement, 40t
Internal audits, 215 Kanban, 41
Internal customer, 108 Kano, Noritaki, 107
Internal failure costs, 143f Kano model, 107, 108f, 113
Internal motivation, 370–371 Kaoru Ishikawa, 36, 215, 318, 321, 415
Internal quality surveys, 218 Keeney, K. A., 218
Internal steps, 339–340 Keiretsu, 38, 239
International Organization for Standardiza- Keller, P., 175, 258
tion (ISO): Key Performance Indicators (KPI), 140–141
ISO 9000:2000, 44, 212 Knowledge constraints, 79
ISO 9000 series, 28, 41–45, 212, 214 Kohn, A., 356
ISO 14000, 28 Kotler, P., 117
ISO 14001, 43 KPI. See Key Performance Indicators
ISO 19011, 211 Kurtosis, 156t
Interval scales, 299–300 illustration of, 157f
Intranet, 133
Inventory, 99–102 L
Ishikawa diagram. See Cause-and-effect dia- Labor:
gram costs, 100
ISO. See International Organization for Stan- patient-focused, 7, 10f
dardization Lafley, A. G., 72, 73
Items in queue, 309 Latest time of completion, 276–279, 278t
LCL. See Lower control limit
J Lead time, 308
Japan: Leaders, organizational, 68
JUSE, 48 Leadership, 44, 50, 245
supply chains and, 238–239 behavior and, 62
total quality control in, 36–41 Lean concept of transparency, 311
JIT. See Just in Time Lean practices, 41

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