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to Bibliography List[Table of Contents | Overview | Awards for Quality | Empowerment | Role of Management, General -- Strategic Planning | Rewards & Appraisals -- Organization & Structure -- Training | Implementation, General -- Assessment & Eval. -- Process Improvement -- Reasons for Failure | Tools & Techniques, General -- Benchmarking -- ISO 9000 & QFD -- Statistical Process Control | Teams & Groups | Case Studies | Quality In: Education | Quality In: Government, General -- Department of Defense, U.S. | Quality In: Customer Service -- Library & Information Service]
Barry, Thomas J. Excellence Is a Habit: How to Avoid Quality Burnout. Milwaukee, WI, ASQC Quality Press, 1994. 112 p.
Book call no.: 658.4012 B281e
Batten, Joe D. Building a Total Quality Culture. Menlo Park, CA, Crisp Publications, 1992. 1 vol.
Book call no.: 658.562 B335b
Brown, Mark G. and others. Why TQM Fails and What to Do about It. Burr Ridge, IL, Irwin Professional Pub, 1994. 252 p.
Book call no.: 658.562 B879w
Cocheu, Ted. Making Quality Happen: How Training Can Turn Strategy into Real Improvement. San Francisco, Jossey-Bass, 1993. 198 p.
Book call no.: 658.3124 C661m
Goldratt, Eliyahu M. The Haystack Syndrome: Sifting Information Out of the Data Ocean. Croton-on-Hudson, NY, North River Press, 1990. 262 p.
Sections include: Data, Information and the Decision Process; Resulting Paradigm Shifts; Directing Efforts to Improve Local Processes; Identifying Constraints/Removing Conflicts, etc.
Book call no.: 658.4038 G621h
Goldratt, Eliyahu M. What Is This Thing Called Theory of Constraints and How Should It Be Implemented? Croton-on-Hudson, NY, North River Press, 1990. 162 p.
Considers ongoing improvement in terms of the thinking processes that enable people to invent solutions and discusses how to use psychological aspects to assist the implementation of these solutions.
Book call no.: 658.403 G621w
Griffiths, David N. Implementing Quality with a Customer Focus. Milwaukee, Quality Press, 1990. 210 p.
Discusses quality concepts (mission, objectives, etc) as well as training and ways of applying and supporting the quality process.
Book call no.: 363.63 G855i
Hunt, V. Daniel. Quality in America: How to Implement a Competitive Quality Program. Homewood, IL, Business One Irwin, 1992. 308 p.
Book call no.: 658.562 H934q
Jellison Jerald M. Overcoming Resistance: A Practical Guide to Producing Change in the Workplace. New York, Simon & Schuster, 1993. 235 p.
Book call no.: 658.4063 J48o
Juran, J. M. (Joseph M.). Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services. New York, Free Press, 1992. 538 p.
Book call no.: 658.562 J95jb
Kinlaw, Dennis C. Continuous Improvement and Measurement for Total Quality: A Team-Based Approach. San Diego, CA, Pfeiffer & Co, 1992. 250 p.
Book call no.: 658.562 K55c
Maintaining the Total Quality Advantage. New York, Conference Board, 1991. 47 p.
Book call no.: 658.562 M224
Powell, Anna S. Sustaining the Deployment of TQM in an Era of Downsizing. New York, Conference Board, 1993. 11 p.
Book call no.: 658.562 P882s
Profiting from Total Quality, edited by Holly L. Gallo. New York, Conference Board, 1993. 37 p.
Excerpts of speeches given at the Conference Board's Profiting from Total Quality Conference held in London on March 9-10, 1993. The speeches are grouped under three categories: Satisfying the Customer, Inspecting Japanese Quality Programs, and Changing the Culture and Shaping the Future.
Book call no.: 658.562 P964
Weaver, Charles N. TQM: A Step-by-Step Guide to Implementation. Milwaukee, Quality Press, 1991. 235 p.
Book call no.: 658.5 W363t
Whiteley, Richard C. The Customer-Driven Company: Moving from Talk to Action. Reading, MA, Addison-Wesley, 1991. 308 p.
Book call no.: 658.812 W594c
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Air Force Human Resources Laboratory. Total Quality Management: Getting Started, by Herbert J. Clark. Brooks AFB, TX, Aug 1990. 10 p. (AFHRL-TP-90-68)
Doc. call no.: M-U 42583-11 no.90-68
Federal Quality Institute (U.S.). How to Get Started Implementing Total Quality Management. Washington, Jun 1990. 2 vols. (Federal Total Quality Management Handbook)
Doc. call no.: M-U 43958
Navy Personnel Research and Development Center (U.S.). Total Quality Management Implementation: Selected Readings, edited by Carol S. Greebler and J. Gerald Suarez. San Diego, CA, Apr 1989. 1 vol. (NPRDC-TN-89-17)
Section 4: Case Studies: Specific Applications of TQM.
Doc. call no.: M-U 42932-11 no.89-17
United States. Dept of Defense. Office of the Deputy Assistant Secretary of Defense for Total Quality Management. Total Quality Management Guide. Washington, Feb 1990. 2 vols.
Volume I: Key Features of the DoD Implementation.
Volume II: A Guide to Implementation.
Doc. call no.: M-U 42215-93 no.5000.51
Aalbregtse, John and others. TQM: How Do You Do It? Automation 38:30-32 Aug '91.
Includes a visual (The Umbrella of TQM) showing the relationship of vision, management, tqm, and day-to-day operations.
Anand, K. N. and others. Using Policy Management to Implement TQM. Quality Progress 26:89-93 Oct '93.
Benson, Tracy E. Quality: If at First You Don't Succeed... Industry Week 242:48-49+ Jul 5 '93.
Offers information to help managers sort through approaches to quality and select consultants.
Bettman, Ralph B. Is Your Quality Program Dragging? Quality Progress 26:105-107 Oct '93.
Twelve actions to get your program going again.
Brocka, Bruce. Implementing TQM: The Spiral Implementation Model. Quality Observer 1:1+ Oct '92.
Butterfield, Ronald W. Deming's 14 Points Applied to Service. Training 28:50-54+ Mar '91.
Caudron, Shari. Change Keeps TQM Programs Thriving. Personnel Journal 72:104-107+ Aug '93.
'To sustain long-term success, companies must reinvent and rejuvenate its quality programs through partnerships within the organization, communication with employees and self-monitoring'
Caudron, Shari. Keys to Starting a TQM Program. Personnel Journal 72:28-35 Feb '93.
Chapman, Colin. Quality Values. TQM Magazine 5:43-46 Aug '93.
To implement TQM effectively, quality must be valued by everyone.
Clemmer, Jim. Five Common Errors Companies Make Starting Quality Initiatives. Total Quality Newsletter 3:7 Apr '92.
Cook, David and Blaxter, Tim. Maintaining Momentum. TQM Magazine 3:149-151 Jun '91.
Ways of building confidence so a company can continue the implementation of total quality management.
Crawford, Kathleen. Survey Finds Implementation of TQM Best Practices Lacking in Many Organizations. Quality Observer 3:15-18 Dec '93.
Offers further analysis of the study "TQM: Forging Ahead or Falling Behind". (The overall findings of the study were detailed in the November 1993 issue)
Cullen, Joe. Conditions for Success. TQM Magazine 3:153-156 Jun '91.
The five conditions needed in a quality program to maintain continuous improvement and make it a way of life.
Cullen, Joe. Visualising Improvement. TQM Magazine 5:33-38 Aug '93.
Discusses Rover Group's TQ implementation which began with a vision and then developed a quality strategy based on a detailed process model of the company.
Davies, Paul. What Does the Future Hold? TQM Magazine 3:141-143 Jun '91.
A company's transition to total quality management generally has three distinct phases requiring a total of five to seven years to accomplish.
Dumas, Roland A. Organizationwide Quality: How to Avoid Common Pitfalls. Quality Progress 22:41-43 May '89.
Edosomwan, Johnson. Implementing Customer-Driven Quality Improvement Projects. Quality Observer 1:4-5 Nov '91.
Edosomwan, Johnson Monitoring Quality and Productivity Improvement Projects. Quality Observer 2:5 Jan '93.
Fenwick, Alan C. Five Easy Lessons. Quality Progress 24:63-66 Dec '91.
A primer for starting a total quality management program.
Gehani, R. Ray. The Tortoise vs the Hare. Quality Progress 27:99+ May '94.
Discusses how and why the bottom-up approach to total quality management works
Getting Over "The Wall": How to Keep a Quality Initiative Alive. Total Quality Newsletter 3:1-3 Jun '92.
Harari, Oren. Three Very Difficult Steps to Total Quality. Management Review 82:39-42 Apr '93.
Jacob, Rahul. TQM: More than a Dying Fad? (total quality management) Fortune 128:66-68+ Oct 18 '93.
Discusses five keys to making TQM work
Keiser, Thomas C. and Smith, Douglas A. Customer-Driven Strategies: Moving from Talk to Action. Planning Review 21:25-28+ Sep-Oct '93.
Langley, Gerald and others. The Foundation of Improvement. Quality Progress 27:81-86 Jun '94.
Offers an improvement approach that combines Shewhart's Plan, Do, Study, Act model with six areas that should be addressed (data, variation, cooperation, etc)
Lessard, G. E. Selecting Quality Improvement Consultants. Quality Observer 3:1+ Dec '93.
LeTarte, Clyde E. Seven Tips for Implementing TQM: A CEO's View from the Trenches. Community College Journal 64:17-21 Aug-Sep '93.
McCormack, Shaun P. TQM: Getting It Right the First Time. Training & Development 46:43-46 Jun '92.
Mears, Peter. How to Stop Talking about, and Begin Progress Toward, Total Quality Management. Business Horizons 36:11-13 May-Jun '93.
Nochur, Kumar S. Beyond Hype & Hoopla. Industry Week 242:47-48 Sep 20 '93.
Offers tips for assessing new management tools and ideas related to TQM (define your goals, one tool can't fix all problems, etc.)
Overcoming Cynicism: How to Keep Bad Attitudes from Dragging Down Quality. Total Quality Newsletter 4:1-3 Dec '93.
Includes an inset titled, How Pervasive Is Cynicism in Quality Intiatives, which mentions two employee attitude studies.
Persico, John, Jr. Concepts, Measurements, and Mindlessness. Quality Observer 2:7-8+ Oct '93.
'We must have a theory (Deming's theory of knowledge) that helps us to make predictions about what we are doing'
Ptashkin, Barry I. Continuous Process Improvement: How Will You Get Started? Quality Observer 1:19 Jul '92.
Quality Program Begins to Pay Dividends. Journal of Commerce and Commercial 397:S5-S6 Aug 11 '93.
On microfilm
Reger, Rhonda K. and others. Reframing the Organization: Why Implementing Total Quality Is Easier Said than Done. Academy of Management Review 19:565-584 Jul '94.
Roth, William. Do's and Don'ts of Quality Improvement. Quality Progress 23:85-87 Aug '90.
Santovec, Mary Lou. TQM: "Think Big, Start Small, and Build on Success". TQM in Higher Education 2:1-3+ Oct '93.
Sarazen, J. Stephen. Quality Plan Development: A Key Step Toward Customer Enthusiasm. Quality Progress 21:72-75 Oct '88.
An eight step process for implementing quality improvement throughout an organization.
Scholtes, Peter R. and Hacquebord, Heero. Beginning the Quality Transformation. Quality Progress pt 1, Beginning the Quality Transformation. 21: 28-33 Jul '88; pt 2, Six Strategies for Beginning the Quality Transformation. 21: 44-48 Aug '88.
Speiss, Michael E. Who's Doing the Driving? (leadership in total quality management initiatives). Across the Board 30:55+ Sep '93.
Stowell, Daniel M. Innovative Approaches to Quality and Downsizing. Quality Digest 14:46-52 Apr '94.
Stratton, Brad. What Makes It Take? What Makes It Break? Quality Progress 23:14-18 Apr '90.
Quality improvement approaches that lead to success or failure.
Study: Perseverance Necessary to See Quality's Efforts. Total Quality Newsletter 4:4-5 Jun '93.
Reviews a survey by Development Dimensions International. The survey results emphasize the need for perseverance (at least three years seems to be the norm before results are clear). It also offers advice on how to sustain the effort.
Thomas, Geoff. Conditional Success. TQM Magazine 5:29-32 Aug '93.
Suggests a pre-conditioning phase of implementation to allow the concept of quality to be understood and accepted by everyone.
TQM: Forging Ahead or Falling Behind? HR Focus 70:24 Jul '93.
Findings from a survey on TQM, including eight trends, are discussed
Wieseltier, Leon. Total Quality Meaning: Notes Toward a Definition of Clintonism. The New Republic 209:16-22+ Jul 19 '93.
References to total quality management begin on page 20
Williams, Melanie. Linking the Results. TQM Magazine 5:13-16 Aug '93.
The author advocates that a way of linking the improvements with business results is required to help convince everyone in the company that quality improvement is worthwhile
Yarborough, Mary Helen. A Team Approach Enhances Work Conditions to Cut Costs. HR Focus 70:17 Aug '93.
Johnson Controls is applying the Juran Team Approach to Problem Solving to enhance quality and improve safety
Zemke, Ron and Zemke, Susan. Partnering: A New Slant on Serving the Internal Customer. Training 31:37-43 Sep '94.
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American Productivity & Quality Center. The Benchmarking Management Guide. Portland, OR, Productivity Press, 1993. 249 p.
Assessing Quality Maturity: Applying Baldrige, Deming, and ISO 9000 Criteria for Internal Assessment, pp 161-204
Book call no.: 658.562 B457
Arter, Dennis R. Quality Audits for Improved Performance. Milwaukee, WI, ASQC Quality Press, 1989. 1 vol.
Book call no.: 658.562 A786q
Measuring Institutional Performance in Higher Education. Princeton, NJ, Petersons, 1994. 133 p.
Book call no.: 378.100973 M484
Mills, Charles A. The Quality Audit: A Management Evaluation Tool. Milwaukee, WI, ASQC Quality Press, 1989. 1 vol.
Book call no.: 658.562 M657q
Air Force Logistics Management Agency. Key Indicators and Assessment Tools for the Logistics Group Commander, by Russell G. Stafford (Col, USAF) and others. Maxwell AFB, Gunter Annex, AL, Sep 1993. 40 p. (AFLMA report no. LX930481)
Doc. call no.: M-U 43192-5 no.LX930481
7 Questions to Ask If Your Quality-Process Audit Shows Weak Spots. Total Quality Newsletter 4:7 Dec '93.
Also offers a brief ten response item audit titled Total Quality Manangement Success Audit
Bobbitt, Charles E., Jr. Conduct More Effective Audits. Quality Progress 26:115-117 Oct '93.
Cupello, James M. A New Paradigm for Measuring TQM Progress. Quality Progress 27:79-82 May '94.
Holzer, Bonnie. Quality Auditing in a Public-Sector Service Environment. Quality Progress 27:61-62 Jun '94.
Rake, (Col). Monitoring and Evaluation: An Integral Part of Total Quality Management. TIG Brief 45:14 May-Jun '93.
Rice, Craig M. How to Conduct an Internal Quality Audit and Still Have Friends. Quality Progress 27:39-41 Jun '94.
Rice, Craig M. Preparing for a Quality Audit. Quality Digest 14:56-57 Jul '94.
Spitzer, Richard D. Valuing TQM Through Rigorous Financial Analysis. Quality Progress 26:49-53 Jul '93.
Companies should determine the cash flow benefits of implementing a quality system.
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Albrecht, Karl. The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business. 1st ed. New York, Harper Business, 1992. 240 p.
Process Improvement: Doing Better with Less, pp 158-176.
Book call no.: 658.834 A341o
American Society for Training and Development. Continuous Process Improvement. Alexandria, VA, American Society for Training and Development, 1992. 20 p.
Book call no.: 658.312404 A5121 no.9210
Davenport, Thomas H. Process Innovation: Reengineering Work Through Information Technology. Boston, MA, Harvard Business School Press, 1993. 337 p.
Book call no.: 338.064 D247p
Hoebeke, Luc. Making Work Systems Better: A Practitioner's Reflections. New York, Wiley, 1994. 190 p.
Book call no.: 658.4 H693m
Lynch, Robert F. and Werner, Thomas J. Continuous Improvement: Teams and Tools. Atlanta, GA, QualTeam, 1992. 262 p.
Process Management, pp 79-102
Book call no.: 658.562 L987c
Scholtes, Peter R. The Team Handbook: How to Use Teams to Improve Quality. Madison, WI, Joiner, 1988. 1 vol.
Building an Improvement Plan, pp 5-19 to 5-68
Book call no.: 658.562 S368t
Air Force Quality Center (U.S.). The Quality Approach: Your Guide to Quality in Today's Air Force. Maxwell AFB, AL, Fall 1993. 1 vol.
Improvement Process, pp IV-1 to IV-8
Doc. call no.: M-U 44062-1 Fall 1993
Armstrong Laboratory (U.S.). The Armstrong Laboratory 14 Step Method for Continuous Process Improvement (CPI). Brooks AFB, TX, 1992. 1 vol.
Doc. call no.: M-U 43953-6
Armstrong Laboratory (U.S.). Feedback and Continuous Improvement, by Charles N. Weaver and Malcolm T. Upton (Capt, USAF). Brooks AFB, TX, Dec 1992. 18 p. (AL-SR-1992-0014)
Doc. call no.: M-U 43953-7 1992 no.0014
Shivers, Carol E. LT USN. Marshaling and Acquiring Resources for the Process Improvement Process. Monterey, CA, Jun 1993. 110 p. (Naval Postgraduate School (U.S.) Thesis)
Examines the process improvement resources available to the Department of Defense functional manager.
Doc. call no.: M-U 42525 S558m
United States. Navy. Office of the Under Secretary of the Navy. Total Quality Leadership Office. A Total Quality Leadership Process Improvement Model, by Archester Houston and Steven L. Dockstader. Arlington, VA, Dec 1993. 1 vol. (TQLO publication no.93-02)
Doc. call no.: M-U 42344-5 no.93-02
Young, Dan H. (LT, USN). Business Process Redesign: Creating an Environment for Discontinuous Thinking. Monterey, CA, Sep 1993. 112 p. (Naval Postgraduate School (U.S.) Thesis)
Doc. call no.: M-U 42525 Y691b
Davenport, Thomas H. Need Radical Innovation and Continuous Improvement? Integrate Process Reengineering and TQM. Planning Review 21:6-12 May-Jun '93.
Edosomwan, Johnson A. Handling Obstacles to Organizational Process Re-Engineering and Total Quality Management Implementation. Quality Observer 3:7 Jan '94.
Helton, B. Ray. Humpty Dumpty: A (Process) Re-Engineering Lesson. Quality Observer 2:5+ Oct '93.
Business process re-engineering is the fundamental rethinking and radical redesign of a process or system of intertwined business processes
McArthur, Dan and Womack, Larry. The Role of Core Process Redesign in Quality and Outcome Management. Quality Observer 3:1+ Jan '94.
Watson, Gregory H. How Process Benchmarking Supports Corporate Strategy. Planning Review 21:12-15+ Jan-Feb '93.
Weaver, Charles. How to Use Process Improvement Teams. Quality Progress 26:65-68 Dec '93.
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Brown, Mark G. and others. Why TQM Fails and What to Do about It. Burr Ridge, IL, Irwin Professional Pub, 1994. 252 p.
Book call no.: 658.562 B879w
Becker, Selwyn W. TQM Does Work: Ten Reasons Why Misguided Attempts Fail. Management Review 82:30-32 May '93.
Bellis-Jones, Robin. Active Management. TQM Magazine 5:17-20 Aug '93.
The author believes activity-based management (ABM) can provide a powerful complement to a wide range of TQ initiatives. This article examines how ABM counters the root causes of the failure of quality initiatives
Brigham, Steven E. TQM: Lessons We (Education) Can Learn from Industry. Change 25:42-48 May-Jun '93.
Reviews the results of several surveys (Ernest & Young, Arthur Little, Kearney, etc) on TQM programs, where they have gone wrong, etc., so the education profession can avoid these mistakes.
Chang, Richard Y. When TQM Goes Nowhere. Training & Development 47:22-29 Jan '93.
Discusses EAS (excessive activity syndrome) which is characterized by a focus on TQM activities rather than results.
The Downside of Quality. Training & Development 46:11-12 Mar '92.
Reviews Wallace Co. and Florida Power and Light's quality programs which won them awards but ended with serious problems.
Erickson, Tamara J. Beyond TQM: Creating the High Performance Business. Management Review 81:58-61 Jul '92.
Addresses three key reasons why most efforts in TQM fail and how to avoid the pitfalls.
Harari, Oren. The Eleventh Reason Why TQM Doesn't Work. Management Review 82:34-37 May '93.
Holpp, Lawrence. 10 Reasons Why Total Quality Is Less than Total. Training 26:93-103 Oct '89.
Hyde, A. C. Barriers in Implementing Quality Management. Public Manager 22:33-35 Spring '93.
Lack of Trust Tops List of Reasons Quality Management Efforts Fail. Total Quality Newsletter 5:7 May '94.
MacDonald, John. Reasons for Failure. TQM Magazine 4:237-240 Aug '92.
Nine reasons why total quality programs fail.
Paton, Scott M. Implementing Self-Directed Work Teams at USG. Quality Digest 14:24-28+ Feb '94.
Includes discussion on five causes of work team failure.
Ralston, Faith. Running into a Wall. Quality Progress 26:125-127 Oct '93.
Discusses the "Ego Barrier", a powerful, hidden deterrent to successful implementation of quality improvements.
Ten Guaranteed Ways to Kill Your Corporate Quality Initiative. Total Quality Newsletter 4:5 Aug '93.
Tice, Lou. Why TQM Doesn't Work. Quality Observer 2:2+ May '93.
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[Table of Contents | Overview | Awards for Quality | Empowerment | Role of Management, General -- Strategic Planning | Rewards & Appraisals -- Organization & Structure -- Training | Implementation, General -- Assessment & Eval. -- Process Improvement -- Reasons for Failure | Tools & Techniques, General -- Benchmarking -- ISO 9000 & QFD -- Statistical Process Control | Teams & Groups | Case Studies | Quality In: Education | Quality In: Government, General -- Department of Defense, U.S. | Quality In: Customer Service -- Library & Information Service]