American Society for Training and Development. Diagnostic Tools for Total Quality. Alexandria, VA, American Society for Training and Development, 1991. 16 p.
Book call no.: 658.312404 A5121 no.9109

American Society for Training and Development. How to Conduct a Cost Benefit Analysis. Alexandria, VA, American Society for Training and Development, 1990. 20 p.
Book call no.: 658.312404 A5121 no.9007

Brassard, Michael. The Memory Jogger Plus+TM: Featuring the Seven Management and Planning Tools. Methuen, MA, GOAL/QPC, 1989. 306 p.
Covers the affinity diagram, interrelationship diagraph, tree diagram, prioritization matrices, matrix diagram, process decision program chart, and the activity network diagram.
Book call no.: 658.562 B823m

Chang, Richard Y. and Niedzwiecki, Matthew E. Continuous Improvement Tools: A Practical Guide to Achieve Quality Results. Irvine, CA, Richard Chang Associates, 1993. 2 vols.
Book call no.: 658.562 C456c

Howe, Roger J. and others. Quality on Trial. St Paul, MN, West, 1993. 155 p.
Discusses the authors' Quality Review process and factors motivating organizations to adopt it.
Book call no.: 658.562 H857g

Noone, Donald J. Creative Problem Solving: A Business Success Guide. Hauppauge, NY, Barron's, 1993. 120 p.
Book call no.: 658.409 N817c

Quality Management Handbook, edited by Loren Walsh and others. New York, Marcel Dekker (Milwaukee: Quality Press), 1986. 997 p.
Book call no.: 658.562 Q1

Swanson, Richard A. Analysis for Improving Performance: Tools for Diagnosing Organizations and Documenting Workplace Expertise. San Francisco, Berrett-Koehler, 1994. 286 p.
Book call no.: 658.314 S972a

Tools and Methods for the Improvement of Quality, by Howard Gitlow and others. Homewood, IL, Irwin, 1989. 603 p.
Covers the fundamentals of quality, basic probability, control charts, Taguchi methods, how to document and define a process, etc.
Book call no.: 658.562 T671

TOOLS & TECHNIQUES, GENERAL -- DOCUMENT

Software Productivity Consortium. Metrics: Management's Tool for Making Better Decisions, by Robert Sulgrove. Herndon, VA, Jun 1993. 1 vol.
Doc. call no.: M-U 44023-1 Jun 93

TOOLS & TECHNIQUES, GENERAL -- PERIODICALS

Barrier, Michael. The Quality Leaders. Nation's Business 81:38-40 Mar '93.
Reviews the Blue Chip Enterprise Initiative, a quality management program initiated by Connecticut Mutual Life Insurance in 1990 to help small businesses learn from one another

Casey, Coreen and others. Systematic Planning for Data Collection. Quality Progress 26:55-59 Dec '93.
Advocates combining two tools: Data Quality Objective Process (DQO) and Quality Function Deployment (QFD). DOQ is an approach for planning data collection projects

Finley, Michael. Meeting Tools Organize Brainstorming Process. Public Relations Journal 49:40 Mar '93.

Futrell, David. Ten Reasons Why Surveys Fail. Quality Progress 27:65-59 Apr '94.

Hahn, Gerald J. Improve Quality with Data-Driven Analytics. Quality Progress 26:83-86 Oct '93.

Holmes, Susan (MSgt, USAF). Flowchart: One of the Tools of the Trade. TIG Brief 45:18 May-Jun '93.

Parsaye, Kamran and Chignell, Mark H. The Eighth, Ninth, and 10th Tools of Quality. Quality Progress 26:109-113 Sep '93.
Discusses the tools of information discovery, data visualization, and hypermedia.

Picraux, Tim. Image Processing as a Quality Tool. Quality Process 26:113-115 Jul '93.

Standards. TQM Magazine 5:entire issue Apr '93.
Provides eleven articles concerned with quality standards such as the ISO 9000, the British BS5750, and various quality award criteria.

Sudhakar, P. R. Quality Improvement Using the Taguchi Method. Quality Digest 14:59-63 Mar '94.

The Tools of Quality. Quality Progress pt 1, Going with the Flow(chart). John T. Burr. 23:64-67 Jun '90; pt 2, Cause-and-Effect Diagrams. J. Stephen Sarazen. 23:59-62 Jul '90; pt 3, Control Charts. Peter D. Shainin. 23:79-82 Aug '90; pt 4, Histograms. Juran Institute. 23:75-78 Sep '90; pt 5, Check Sheets. Juran Institute. 23:51-56 Oct '90; pt 6, Pareto Charts. John T. Burr. 23:59-61 Nov '90; pt 7, Scatter Diagrams. John T. Burr. 23:87-89 Dec '90.:

TQM Tools and Techniques: Flow Charts: The Deployment Flow Chart. TQM in Higher Education 2:4-5 Jun '93.
Deployment flow charts are useful to show the relationships between the individuals and the tasks they perform. The flow chart example is an assignment for students.

TQM Tools and Techniques: Flow Charts: The Process Flow Chart. TQM in Higher Education 2:4-5 Jul '93.
Example used is a student assignment.

TQM Tools and Techniques: Force Field Analysis and The Five "Whys". TQM in Higher Education 2:4-5 Aug '93.

TQM Tools and Techniques: Scenario Builder. TQM in Higher Education 3:4-5 Feb '94.
The scenario builder is a planning tool that roughly quantifies potential outcomes resulting from implementing one or more changes to a system

Truesdell, Jim. The Quality Survey: Assessing Customer Needs. Quality Observer 2:7+ May '93.

Wallace, Linda K. Customer Feedback - How to Get It. College & Research Libraries News 55:64-65 Feb '94.
Offers a short eight-item ALA survey and tips on administering it.

American Productivity & Quality Center. The Benchmarking Management Guide. Portland, OR, Productivity Press, 1993. 249 p.
Includes sections on how to conduct a benchmarking study, moral and legal considerations of benchmarking, comparing process models, etc.
Book call no.: 658.562 B457

American Society for Training and Development. Understanding Benchmarking: The Search for Best Practice. Alexandria, VA, American Society for Training and Development, 1992. 1 vol.
Book call no.: 658.312404 A5121 no.9207

Balm, Gerald J. Benchmarking: A Practitioner's Guide for Becoming and Staying Best of the Best. 2nd ed. Schaumburg, IL, QPMA Press, 1992. 194 p.
Book call no.: 658.5 B194b

Bogan, Christopher E. and English, Michael J. Benchmarking for Best Practices: Winning Through Innovative Adaptations. New York, McGraw Hill, 1994. 312 p.
Book call no.: 658.562 B674b

Boxwell, Robert J., Jr. Benchmarking for Competitive Advantage. New York, McGraw-Hill, 1994. 224 p.
Book call no.: 658.562 B788b

Camp, Robert C. Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance. Milwaukee, WI, ASQC Quality Press, 1989. 299 p.
Book call no.: 658.47 C457b

McNair, C. J. and Liebfried, Kathleen H. J. Benchmarking: A Tool for Continuous Improvement. Essex Junction, VT, OMNEO, 1992. 344 p.
Book call no.: 658.562 M169b

Spendolini, Michael. The Benchmarking Book. New York, Amacom, American Management Association, 1992. 209 p.
Book call no.: 658.562 S746b

Townsend, Patrick L. and Gebhardt, Joan E. Quality in Action: 93 Lessons in Leadership, Participation, and Measurement. New York, Wiley, 1992. 262 p.
On Measurement, pp 157-254 (Awareness, Benchmarks, Customer Focus, Feedback, Integration, etc.).
Book call no.: 658.562 T749q

Watson, Gregory H. The Benchmarking Workbook: Adapting Best Practices for Performance Improvement. Cambridge, MA, Productivity Press, 1992. 144 p.
Book call no.: 658.4 W338b

Watson, Gregory H. Strategic Benchmarking: How to Rate Your Company's Performance Against the World's Best. New York, John Wiley & Sons, 1993. 269 p.
Book call no.: 658.401 W338s

BENCHMARKING -- PERIODICALS

Allan, Ferne C. Benchmarking: Practical Aspects for Information Professionals. Special Libraries 84:123-130 Summer '93.

Altany, David. Benchmarkers Unite: Clearinghouse Provides Needed Networking Opportunities. Industry Week 241:25 Feb 3 '92.

Altany, David. Copycats: Once Obscure, "Benchmarking" Is Fast Becoming the Buzzword of the Year. Industry Week 239:11-14 Nov 5 '90.

Altany, David. Share and Share Alike (Benchmarking). Industry Week 240:12-17 Jul 15 '91.
Describes the process and practice of benchmarking with a list of benchmarking candidates for customer focus, empowerment, self-directed teams, etc.

Bemowski, Karen. The Benchmarking Bandwagon. Quality Progress 24:19-24 Jan '91.

Benchmarking: Studying 'Best of Class' Requires More than a Hit-or-Miss Strategy. Total Quality Newsletter 4:1-3 Sep '93.
Offers the results of an informal survey on the subject of benchmarking done by this journal. Provides a table on the 'Costs of Benchmarking'.

Beyond Benchmarking. Quality Digest 14:22-28 Jun '94.

Bracken, David W. Benchmarking Employee Attitudes. Training & Development 46:49-53 Jun '92.

Camp, Robert C. Benchmarking: The Search for Best Practices that Lead to Superior Performance. Quality Progress pt 1, Benchmarking Defined. 22:62-68 Jan '89; pt 2, Key Process Steps. 22:70-75 Feb '89; pt 3, Why Benchmark? 22:76-82 Mar '89; pt 4, What to Benchmark. 22:62-69 Apr '89; pt 5, Beyond Benchmarking. 22:66-68 May '89.:

Cross, Randall (Capt, USAF). Benchmarking 101. Quality Exchange 1:5 Fall '93.

Davies, R. J. Mapping Out Improvement. TQM Magazine 4:181-183 Jun '92.
Discusses benchmarking for a customer-driven organization. 'A starting point is to focus on the fail points in company's own processes'

Day, Charles R. Benchmarking's First Law: Know Thyself. Industry Week 241:70 Feb 17 '92.

Enslow, Beth. The Benchmarking Bonanza. Across the Board 24:16-22 Apr '92.

Geber, Beverly. Benchmarking: Measuring Yourself Against the Best. Training 27:36-44 Nov '90.

Grayson, C. Jackson, Jr. Taking on the World. TQM Magazine 4:139-143 Jun '92.
Discusses what is benchmarking; how, why, and whom to benchmark; and the need for global benchmarking.

Hannon, Sharon. Benchmarking. Quality Observer 2:1+ Nov '92.

Helton, B. Ray. Re-Surveying Benchmarking. Quality Observer 2:11 Jan '93.

Hiebeler, Robert. A Roadmap for Success. Industry Week 242:53 Jul 19 '93.
Tips on maximizing the benchmarking process and achieving total quality are offered

Hollings, Lyn. Clearing Up the Confusion. TQM Magazine 4:149-151 Jun '92.
Defines benchmarking by describing what it is not as well as what it is - i.e. Is Benchmarking a Structured Activity?

Main, Jeremy. How to Steal the Best Ideas Around (Benchmarking). Fortune 126:102-l04+ Oct 19 '92.

Management Focus: Benchmarking. Economist 319:72 May 11-17 '91.

Newell, Mike. Comparative Testing. TQM Magazine 4:145+ Jun '92.
Discusses the procedure of deciding which processes to benchmark.

Pryor, Lawrence S. and Katz, Steven J. How Benchmarking Goes Wrong (and How to Do It Right). Planning Review 21:6-11+ Jan-Feb '93.

Pulat, B. Mustafa. Process Improvements Through Benchmarking. TQM Magazine, no.2, 6:37-40 '94.

Ransley, Derek L. Training Managers to Benchmark. Planning Review 21:32-35 Jan-Feb '93.

Renner, Ernie. Navy Benchmarking Program's Free Computerized Assistance Boosts Product Quality. Quality Observer 2:1+ Sep '93.

Rogers, Mark A. Competitive Benchmarking: A Process for Developing a Proactive Posture to Competitors. Performance & Instruction 30:11-15 Aug '91.
Includes a model of the stages and components of benchmarking.

Rothman, Howard. You Need Not Be Big to Benchmark. Nation's Business 80:64-65 Dec '92.

Saxl, David. It's Just Business as Usual. TQM Magazine 4:169-173 Jun '92.
Discusses benchmarking as part of the change process needed to implement continuous improvement.

Schmidt, Jeffrey A. A Tool to Be Best-in-Class. Directors & Boards 16:29-35 Spring '92.
Covers the tool of benchmarking, what it is, benchmarking phases, pitfalls, benefits, etc.

Shaughnessy, Thomas W. Benchmarking, Total Quality Management, and Libraries. Library Administration & Management 7:7-12 Winter '93.

Sheridan, John H. Where Bench-Markers Go Wrong. Industry Week 242:28-34 Mar 15 '93.

Swanson, Roger. Quality Benchmark Deployment. Quality Progress 26:81-84 Dec '93.
Reviews a technique for selecting benchmarking projects and performance measures

Ulrich, Dave and others. Beyond Belief: A Benchmark for Human Resources. Human Resource Management 28:311-335 Fall '89.
Results of a study of over 10,000 HR professionals suggest that benchmarking can be established for HR practices.

Vaziri, H. Kevin. Using Competitive Benchmarking to Set Goals. Quality Progress 25:81-85 Oct '92.

Watson, Gregory H. How Process Benchmarking Supports Corporate Strategy. Planning Review 21:12-15+ Jan-Feb '93.

Watson, Gregory H. Moving Toward Maturity: Seven Key Indicators of Growth in Benchmarking Effots. Quality Observer 2:12-13 Sep '93.

Weatherly, Jonathan D. Dare to Compare for Better Productivity (Benchmarking). HR Magazine 37:42-46 Sep '92.

Wiesendanger, Betsy. Benchmarking for Beginners. Sales & Marketing Management 144:59-64 Provides a list of books on benchmarking and a number to contact the International Benchmarking Clearinghouse.

Mahoney, Francis Xavier. The TQM Trilogy: Using ISO 9000, the Deming Prize, and the Baldrige Award to Establish a System for Total Quality Management. New York, American Management Association, 1994. 228 p.
Book call no.: 658.562 M214t

ISO 9000 -- PERIODICALS

Boardman, Russ and Orme, Mike. Experiences of Gaining ISO 9001 Certification. Quality Digest 14:66-71 Apr '94.

Byrd, Wayne M. ISO 9001: A Practitioner's Viewpoint. Quality Digest 14:52-55 Mar '94.
Offers an overview of ISO 9001 with comparisons to PDCA (plan, do, check, act) and COQ (cost of quality)

Chamberlain, Doni. 1993 Baldrige Award Winners. Quality Digest 14:32-34 Feb '94.
Includes a related inset titled The Baldrige vs ISO 9000

Dunstan, Ivan. International Defense. Quality Digest 14:35-38 May '94.
'ISO 9000 and TQM are not in opposition - one supports the other'.

Durand, Ian G. and others. Updating the ISO 9000 Quality Standards: Responding to Marketplace Needs. Quality Progress 26:23-28 Jul '93.

Dzus, George and Sykes, Edward G., Sr. How to Survive ISO 9000 Surveillance. Quality Progress 26:109-112 Oct '93.

Elliott, Steven. Management of Quality in Computing Systems Education: ISO 9000 Series Quality Standards Applied. Journal of Systems Management 44:6-11 Sep '93.
Focuses on the development of a specification of educational quality elements and processes based on the ISO 9000 model and the application of these to systems courses at the Open Learning Institute

Garver, Roger C. and Pagliarulo, Michael A. What Are the ISO Series Standards? Industrial Engineering 25:14-15 Sep '93.

Hall, Morgan. ISO 9000 Development and Implementation. Quality Digest 14:50-55 Jul '94.

Harmon, Marion. First There Was ISO 9000, Now There's...ISO 14000! Quality Digest 14:24-31 Jul '94.

Marquardt, Donald. ISO 9000: A Universal Standard of Quality. Management Review 81:50-52 Jan '92.
The ISO 9000 standards establish requirements for the quality systems of companies (not the products but the systems that produce the products).

Omanoff, Dennis. ISO 9000 Regulatory Environment: Myth vs Reality. Quality Digest 14:67-72 Mar '94.

Standards. TQM Magazine 5:entire issue Apr '93.
Provides eleven articles concerned with quality standards such as the ISO 9000, the British BS5750, and various quality award criteria.

Graessel, Bob and Zeidler, Pete. Using Quality Function Deployment to Improve Customer Service. Quality Progress 26:59-63 Nov '93.

Hales, Robert and others. QFD (quality function deployment) and the Expanded House of Quality. Quality Digest 14:36-45 Feb '94.

Havener, Clifton L. Improving the Quality of Quality. Quality Progress 26:41-44 Nov '93.
The use of QFD (Quality Function Deployment) to improve customer satisfaction

Lyman, Dilworth and others. QFD in Strategic Planning. Quality Digest 14:45-52 May '94.

Martin, Thomas A. TurboQFD (quality function deployment). Logistics Spectrum 27:25-31 Winter '93.

Amsden, Davida M. and others. SPC Simplified for Services: Practical Tools for Continuous Quality Improvement. White Plains, NY, Quality Resources, 1991. 299 p.
Covers flowcharts, control charts, Pareto, and histograms but also includes brainstorming, sampling plans, and systems capability.
Book call no.: 658.56201595 A528sb

Amsden, Davida M. and others. SPC Simplified Workbook: Practical Steps to Quality.. White Plains, NY, Quality Resources, 1990. 355 p.
Book call no.: 658.562015195 A528sa

Badavas, Paul C. Real-Time Statistical Process Control. Englewood Cliffs, NJ, Prentice Hall, 1993. 232 p.
Book call no.: 658.562015195 B132r

Grant, Eugene L. and Leavenworth, Richard S. Statistical Quality Control. 6th ed. New York , McGraw-Hill, 1988. 714 p.
Book call no.: 311.22 G76s 1988

Kiemele, Mark J. and Schmidt, Stephen R. Basic Statistics: Tools for Continuous Improvement. Colorado Springs, CO, Air Academy Press, 1993. 1 vol.
Book call no.: 519.5 K47b 1993

Mauch, Peter D. Basic SPC: A Guide for the Service Industries. Milwaukee, WI, ASQC Quality Press, 1991. 66 p.
Book call no.: 658.562 M447b

Shewhart, Walter A. Statistical Method from the Viewpoint of Quality Control. New York, Dover, 1986. 155 p.
Book call no.: 658.562 S554s

Statistical Methods for Quality Improvement, edited by Hitoshi Kume. Tokyo, Association for Overseas Technical Scholarship, 1987. 231 p.
Pareto analysis, cause and effect, histograms, control charts, variances, scatter diagrams, etc.
Book call no.: 658.562 S7971

Wetherill, G. Barrie and Brown, Don W. Statistical Process Control: Theory and Practice. New York, Chapman and Hall, 1990. 400 p.
Book call no.: 670.42 W539s

Wheeler, Donald J. and Chambers, David S. Understanding Statistical Process Control. 2nd ed. Knoxville, TN, SPC Press, 1992. 1 vol.
Book call no.: 658.5 W562u 1992

Wolter, Kirk M. Introduction to Variance Estimation. New York, Springer-Verlag, 1985. 427 p.
Book call no.: 519.5352 W868i

STATISTICAL PROCESS CONTROL -- PERIODICALS

Bemjamin, Marti and Shaw, James G. Harnessing the Power of the Pareto Principle. Quality Progress 26:103-107 Sep '93.

Boccacino, Michael J. Get Control of Your Control Charts. Quality Progress 26:99-102 Oct '93.

Edgeman, Rick L. Quality Improvement and Statistical Reasoning. Quality Progress 26:108-110 Jul '93.
Colorado State University's business school stresses quality improvement in its statistics courses.

Gunter, Bert. Choosing and Using Statistical Software: Features. Quality Progress 26:125-127 Dec '93.

Gunter, Bert. Reliability Data Analysis. Part 1: Statistical Issues in Analyzing Censored Data. Quality Progress 27:101+ Jun '94.

Hoerl, Roger W. and others. Skills for Industrial Statisticians to Survive and Prosper in the Emerging Quality Environment. American Statistician 47:280-292 Nov '93.

Kennett, Ron S. Making Sense Out of Two Pareto Charts. Quality Progress 27:71-73 May '94.
Discusses use of the M-test used to separate random variation from significant causes

Keys, David E and Reding, Kurt F. Statistical Process Control: What Management Accountants Need to Know. Management Accounting 73:26-30 Jan '92.

Sower, Victor E. and others. Are Acceptance Sampling and SPC Complementary or Incompatible? Quality Progress 26:85-89 Sep '93.

The Tools of Quality. Quality Progress pt 1, Going with the Flow(chart). John T. Burr. 23:64-67 Jun '90; pt 2, Cause-and-Effect Diagrams. J. Stephen Sarazen. 23:59-62 Jul '90; pt 3, Control Charts. Peter D. Shainin. 23:79-82 Aug '90; pt 4, Histograms. Juran Institute. 23:75-78 Sep '90; pt 5, Check Sheets. Juran Institute. 23:51-56 Oct '90; pt 6, Pareto Charts. John T. Burr. 23:59-61 Nov '90; pt 7, Scatter Diagrams. John T. Burr. 23:87-89 Dec '90.:

TQM Tools and Techniques: Histogram. TQM in Higher Education 2:4-5 Nov '93.
Distribution of grades used as an example

TQM Tools and Techniques: Pareto Diagram. TQM in Higher Education 2:4-5 Dec '93.
The example used involves work orders for renovation and repair to university buildings.

TQM Tools and Techniques: Run Chart and Scatter Diagram. TQM in Higher Education 3:4-5 Jan '94.
The run chart example plots the average grades in a computer course. The scatter diagram tests for possible relationship between class size and grades.