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Baldrige - The Executive Guide To Understanding and Implementing The Baldrige Criteria - E1310 by Denis Leonard and Mac McGuire Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This book provides a guide to the Baldrige Criteria for executives or managers new to quality, or to organizations interested in introductory information. National, regional, state, and local quality award organizations will particularly benefit from this book by providing it as a resource to their examiners and to companies wanting to become involved in the Baldrige award process. Companies that have internal quality awards or self-assessments will also find this to be an invaluable resource. The Executive Guide to Understanding and Implementing the Baldrige Criteria can also be used as a guide or reference during training courses such as self-assessment and award application writing workshops, continuing education classes, or colleges and universities with business courses that focus on or discuss the Baldrige Criteria. Portions of this book are based on research from a nationwide Delphi study group assembled for the purpose of evaluating the benefits, considerations, and disadvantages of implementing the Baldrige model. This research effort evaluated the steps involved in adoption and implementing the Baldrige Criteria. So that this book is a complete guide to the Baldrige Criteria, the authors have provided the criteria, outline, and values in appendices for the reader's convenience. 144 pages. ISBN 978-0-87389-717-4. Adobe Acrobat PDF file. 2007 -------------------------------------------------------------------- TO LEARN MORE ABOUT THE BALDRIGE CRITERIA VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $31.00  Courses you get with purchase.  The Executive Guide To Understanding And Implementing The Baldrige Criteria - E1310  Customer Focus - Customer Satisfaction Research Management - E1182 BY Derek Allen Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. 264 pages. ISBN 978-0-87389-593-4. Adobe Acrobat PDF file. 2004 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $40.00  Courses you get with purchase.  Customer Satisfaction Research Management - E1182  Customer Focus - Managing The Customer Experience: A Measurement-Based Approach - E1292 by Morris Wilburn Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Many companies have customer loyalty research programs. But most of those programs fall short of their intended purpose, either because they fail to include important drivers of loyalty or because of the form in which the research results are reported. Managing the Customer Experience avoids these missteps. It begins with an explanation of the interrelationship between brand image, customer emotions evoked by contact with service employees, and the shopping environment. The book then identifies what information is necessary for managing the customer experience, and describes how it can be obtained. The discussion then moves to analysis and reporting of information: the management decision tools and information needed by each level of management, and how the data from the studies described previously can produce it. The book concludes with a discussion of issues that arise in the construction of management decision tools. 128 pages. ISBN 978-0-87389-702-0. Adobe Acrobat PDF file. 2007 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $50.00  Courses you get with purchase.  Managing The Customer Experience - E1292  Customer Focus - The Customer Care and Contact Center Handbook - E1172 by Garry Schultz Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Customer satisfaction is at the heart of most businesses, and the customer contact center is usually the key to maintaining that satisfaction. At a time in which technological advances, cultural changes, and increasing customer expectations make customer interaction more demanding than ever, the successful performance of a customer call center is vital. The Customer Care and Contact Center Handbook was written to help managers create and maintain a world-class customer contact center, incorporating the many methods customers may use to contact a company. This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center. 288 pages. ISBN 0873895614. Adobe Acrobat PDF file. 2003 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $10.00  Courses you get with purchase.  The Customer Care and Contact Center Handbook - E1172  Education - Boot Camp for Leaders in K-12 Education - E1276 by Lee Jenkins, Lloyd O. Roettger, and Caroline Roettger Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Boot camp? What experienced, well-educated leader would want a book with the title Boot Camp for Leaders to be visible in his or her office? Such a title must indicate the intended audience is aspiring leaders, right? Not so! This book's intended audience is all school leaders: those in the classroom and those whose professional life’s mission is assisting those in the classroom. Then why the title? It is because most of us are novices at leading schools where continuous improvement is the cultural norm; a culture where all-time-bests are continually strived for, achieved, and celebrated is rare indeed. Lee Jenkins wrote Improving Student Learning to describe how continuous improvement looks in the classroom. He also edited The Continuous Improvement series written by four classroom teachers: Ayres, Burgard, Carson, and Fauss. He then described in Permission to Forget the root causes of educational frustration – the issues that make continuous improvement so difficult. Now, Jenkins has collaborated with Lloyd and Caroline Roettger to write the leadership companion. Leaders will learn how to create a culture of continuous improvement with administrators, teachers, support staff, parents, and students. 208 pages. ISBN 978-0-87389-681-8. Adobe Acrobat PDF file. 2007 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $42.00  Courses you get with purchase.  Boot Camp for Leaders in K-12 Education - E1276  Employee Engagement - Quality Makes Money; How to Involve Every Person on the Payroll in a Complete Quality Process - E1241 by Pat Townsend and Joan Gebhardt Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This book describes a pragmatic set of steps which make it possible for an organization of any type to engage every person on their payroll in the continual effort to improve everything the company does. The authors' intention is to re-energize the “Quality Revolution” in the United States by giving organizations a realistic option for tapping into the talent already on their payrolls. The book presents not only logical theory but also a real-life, full-scale success story as a model. Paying heed to its lessons can enable organizations of all types to improve whatever it is they do and see a positive impact on the bottom line. The focus of the book is on the Complete Quality Process (CQP), which takes into account not only the tools available to analyze, institute, measure, and record quality practices, but also the environment in which these tools are consistently and enthusiastically applied. CQP contrasts sharply with efforts which address only one specific portion of the total range of quality challenges – and none of which come close to involving (in the sense of asking for ideas and input and sharing decision-making capabilities) 100% of the people on the payroll. The methodology allows for and encourages the appropriate use of any quality tool while underscoring the importance of having the will to use those tools. 168 pages. ISBN 978-0-87389-660-3. Adobe Acrobat PDF file. 2006 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $31.00  Courses you get with purchase.  Quality Makes Money - E1241  Employee Engagement - The Executive Guide To Understanding and Implementing Employee Engagement Programs - E1311 by Pat Townsend and Joan Gebhardt Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This book describes and discusses the whys and hows of 100% employee involvement in improving everything an organization does, as well as the integral and all-important role of leadership in achieving 100% participation. Given the proven return-on-investment of an effective 100% continual improvement effort in terms of time alone, this presents the only logical, intelligent, and defendable approach. Ideas are presented in such a way as to make it evident that success is possible and that positive results are within reach through the theory and tools presented. This book is for anyone who is currently in a position to impact the future of an organization or anyone who hopes to be in position to lead or support such an effort in the future. This includes not only for-profit business enterprises, but any organization. For many, this approach to performance excellence will require a willingness to re-think their approach both to other people and to the workplace. Once you head down this path, everything changes. The research and concepts in this book are particularly well-suited for the "once burnt, twice shy" crowd who, over the last few decades, have seen an enormous amount of money spent on incomplete "quality solutions": reengineering, Six Sigma, and ISO, to name a few. While all powerful tools, the implementation of them often suffered from a lack of employee involvement and managerial leadership. This book corrects those shortcomings and gives readers all the tools to ensure improvement efforts are effective and sustained. 88 pages. ISBN 978-0-87389-718-1. Adobe Acrobat PDF file. 2007 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $31.00  Courses you get with purchase.  The Executive Guide To Understanding and Implementing Employee Engagement Programs - E1311  Ethics - Bringing Business Ethics to Life - E1203 by Bjørn Andersen Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Maintaining solid corporate ethics goes beyond just being a ‘feel good’ story or a good public relations angle. Organizations that demonstrate strong ethical commitments can gain a real competitive advantage over others by keeping employees happy and productive and keeping customers satisfied and loyal, while avoiding some of the unexpected pitfalls that may beset a less ethical organization. These factors all lead to a more stable and consistent organization, and will improve the bottom line and drives higher profits. The erosion of business ethics affects everyone, from the employees laid off, stockholders losing investments, to customers paying a higher price or receiving lesser quality. In Bringing Business Ethics to Life: Achieving Corporate Social Responsibility, best selling author Bjørn Andersen has written an easy to read yet powerful book demonstrating the need for solid ethics in every organization. Andersen first explains the importance of creating a strong ethical culture within every organization, demonstrating the positive effects it will have throughout the business. He then shows how business leaders can make this happen, by introducing a holistic value-driven and ethically based model of leadership and management that can bring about dramatic changes for any organization. 352 pages. ISBN 0873896211. Adobe Acrobat PDF file. 2004 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $10.00  Courses you get with purchase.  Bringing Business Ethics to Life - E1203  Healthcare - Benchmarking For Hospitals: Achieving Best-in-Class Performance without Having to Reinvent the Wheel - E1314 by Victor Sower; Jo Ann;Duffy; Gerald Kohers Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com This book is about benchmarking in hospitals—identifying and learning how best-in-class hospitals achieved excellence. It is organized to allow readers with no prior knowledge of the benchmarking process to understand and apply it. The first half of the book discusses the basic benchmarking process as applied to outcome measures, operational processes, and strategic processes. The second half of the book contains case studies documenting best-in-class processes in hospitals that are benchmark standards. These case studies of best-in-class hospitals not only enable the reader to understand how they attained that status, but contain sufficient detail to actually enable hospitals to conduct their own “first cut” at benchmarking. The case studies document the initial state of the process under study, the motivation for improvement, the process by which improvement was attained, obstacles encountered and overcome, and the state of the new process. The processes selected for benchmarking are applicable to all hospitals, not just large research and teaching hospitals. The intent is to provide more than just outcome measures to hospitals endeavoring to improve their own processes. Key features: Demystifies the benchmarking process Presents a structured, practitioner-friendly approach to the benchmarking process Clarifies how and when to use tools helpful in benchmarking Provides a framework for implementing benchmarking Describes and analyzes best-in-class hospitals 224 pages. ISBN 978-0-87389-722-8. Adobe Acrobat PDF file. 2007 $55.00  Courses you get with purchase.  Benchmarking For Hospitals - E1314  Healthcare - Lean/Six Sigma for Healthcare - E1250 by Chip Caldwell , Jim Brexler ,Tom Gillem Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This book explains the powerful techniques of Lean-Six Sigma specifically for healthcare organizations, and focusing on the executive level. Successful Lean-Six Sigma deployment begins and ends with a focus on achieving strategic results. Lean-Six Sigma can aggressively improve throughput and quality while extracting significant costs within the organization. Lean Six Sigma will take leaders down a different path in the exploration and implementation of methods that drive quantum improvement, and this book will serve as the guide. 224 pages. ISBN 978-0-87389-647-4. Adobe Acrobat PDF file. 2005 $72.00  Courses you get with purchase.  Lean Six Sigma for Healthcare - E1250  Healthcare - The Manager's Guide to Six Sigma in Healthcare - E1243 by Robert Barry and Amy C. Smith Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Six Sigma reinforces current developments in healthcare management: evidence based medicine, service line management, and magnet nursing. Six Sigma fits the real healthcare world, dealing with manual tasks and the exceptional needs of patients. This book provides guidance to an organizational strategy that attains and sustains results. It explains how to use in-hand data to improve patient safety, patient service, and patient care for data-informed decision making. A section is also included on finite capacity scheduling models, a key issue in hospital productivity improvement. It is the first book made with strictly management in mind, organized for quick and easy reference. Each topic starts with a check list and follows with additional information in increasing detail. The practical tips and tools included are made to be immediately applicable. 272 pages. ISBN 978-0-87389-651-1. Adobe Acrobat PDF file. 2005 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $50.00  Courses you get with purchase.  The Manager's Guide to Six Sigma in Healthcare - E1243  Innovation - Creativity, Innovation, and Quality - Item E0930 by Paul E. Pisek Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. All organizations need innovation to thrive today, tomorrow, and into the next century. Vitalize your organization's quality process by learning how to generate your own methods for creative thinking that uniquely suit your specific needs. This exciting and useful book is the perfect tool for anybody who wants to intensify their creative energies, and for those who think they are too analytical or not the type to be creative. Creative thinking can advance the practice of quality management. Plsek lists five reasons why practitioners of quality management should be interested in innovation and the three major principles that underlie all tools of creativity. He also reveals results from a study of creativity and innovation that debunks many common stereotypes about creative thinking. This book will appeal to even the most analytical thinkers in quality. Use the thought-provoking chapter summaries and lists to make application easier. Learn processes for developing personal tools to stimulate creativity. Includes more than 30 figures. 313 pages. Adobe Acrobat PDF file. 1997 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $33.00  Courses you get with purchase.  Creativity, Innovation, and Quality - E0930  ISO - 100 Frequently Asked Questions on the ISO 9000:2000 Series - E1148 by Bergenhenegouwen, Louise; de Jong, Annemarie; de Vries, Henk Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. The ISO 9000 family of quality management system standards was updated to reflect a modern understanding of quality. Originally, ISO 9000 standards were thought to be primarily a technical tool. Today, an increasing interest in these quality standards by service, education, and healthcare organizations has created the need to revise the ISO 9000 family of standards to make them more appropriate for all types of businesses. ISO 9000:2000 represents the first major revision to this series of quality standards since its initial release. 100 Frequently Asked Questions on the ISO 9000:2000 Series is the ideal companion to the final standard and will help explain the changes in presentation, terminology, format, and requirements to people who use quality in any organization. What are the most important changes in the ISO 9000 series? What are the consequences for my quality management system? How much time remains to adapt the quality management system? From what date is it possible to obtain certification according to the new standard? This book answers these questions and more. This guide is written for quality managers, consultants, auditors, technicians, teachers, and anyone else interested in understanding the new standards. Inside, you are given answers to questions about the content of the new ISO 9000 series and about related matters such as certification and the transition period. Adobe Acrobat PDF file. 2002 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $10.00  Courses you get with purchase.  100 Frequently Asked Questions on the ISO 9000:2000 Series - E1148  Leadership - Actionable Performance Measurement: A Key to Success - E1260 by Marvin T. Howell Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Measurement is absolutely essential for any organization or company, functional area, department, business unit, project, or individual. Companies must know how their processes are performing, how well they are meeting customers’ needs, how targeted improvements are being achieved, and how management is doing. Accurate performance measures tell companies where they are, and to take action if they are not on track or if performance does not meet expectations. Actionable Performance Measurement presents many different methods to help readers develop metrics and performance measures. To aid in corporate measures development and strategic, tactical and/or business planning, a quick and effective method of identifying specific key results areas is outlined and explained. Both customer and employee focuses are presented: how to measure each, and how to develop good surveys. In addition, Howell explains several methods for setting realistic-but-stretch targets, as well as a technique for measuring “apples and oranges.” Readers will be able to measure employee and customer satisfaction, and be prepared to capably lead or be a member of a corporate or business unit measurement team to assess existing performance indicators effectiveness. Included is a student workbook to be used as a teaching tool in conjunction with the books. 266 pages. ISBN 0873896645. Adobe Acrobat PDF file. 2006 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $68.00  Courses you get with purchase.  Actionable Performance Measurement - E1260  Leadership - Executive Focus: Your Life and Career - E1343 by Grace Duffy and John Moran  This book is written for the individual who leads the organization, whether as CEO, senior manager of a major operating function, department manager, or senior technical contributor. It is for those who are in a new organization, new role, new position, or want to refocus an existing role. For those not in these roles but aspiring to them, this book will give you tools, tips, and techniques to help you focus your career. Executive Focus: Your Life and Career is about: Keeping the organization momentum going in the right direction Keeping the ship on course Looking for danger Making contingency plans Bringing balance to your professional and personal life Using your creative leadership energy to get where you want to go With a combined 70 years experience as President, Executive Vice President, senior manager, and other leadership positions, authors Duffy and Moran provide you with the skills to anticipate and plan for changes in your personal or organizational career. You’ll learn how you align your career with your skills, education, experience, knowledge, and proficiency so they are all in the right place in your life. When this happens you have Executive Focus. 168 pages. ISBN 978-0-87389-747-1. 6 x 9. Soft Cover. 2009 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $30.00  Courses you get with purchase.  Executive Focus; Your Life and Career - E1343  Leadership - The Executive Guide to Improvement and Change - E1179 by G. Dennis Beecroft, Grace L. Duffy, John W. Moran Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. There are many techniques and a variety of tools available to improve or change an organization, but how do executives and senior management decide which are right for their organizations? The Executive Guide to Improvement and Change is designed to help managers and executives understand the many different approaches to organizational change and improvement. The book explains that there is not one technique that works best for any organization, but rather that the managers and executives need to develop their own strategies with a blending of different methods. The authors share the tools and techniques that they have used to successfully make changes and improvements in their own organizations, which include examples from manufacturing, healthcare, service, government, telecommunications, education, and more. The Executive Guide to Improvement and Change covers a variety of techniques ranging from auditing to teamwork, Six Sigma to Customer Satisfaction, and more. The book will assist executives and managers lead improvement and change initiatives within the organization and the larger business community, as well as educate those who aspire to senior positions of leadership. 272 pages. ISBN 0873895797. Adobe Acrobat PDF file. 2003 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $55.00  Courses you get with purchase.  The Executive Guide to Improvement and Change - E1179  Leadership - Transformational Leadership: Creating Organizations of Meaning - E1196 by Stephen Hacker; Tammy Roberts Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Organizations are being called upon to evolve to "Organizations of Meaning", where purpose informs all facets of the organization, people and teams operate with a strong sense of intent and common will, and breakthrough results are achieved. Organizations of Meaning are highly talented in their ability to bring purpose to daily work. Leaders and managers grow the culture such that people are clear about their own life direction and its fit with the organization. Relationships are mature and people operate with a casual mind-set, taking responsibility and accountability for the success of the organization. Results are achieved not through manipulative or coercive management techniques but as a natural, authentic expression of the commitment, clarity and conviction of the total organization. A new kind of leadership is required to create and lead an Organization of Meaning. Delivering on the promises of breakthrough change initiatives requires more than management techniques. The calling is for leadership that honors and appreciates the uniqueness of each individual in the organization, aligning distinctive spirits toward a collective thrust, while at the same time bringing commitment, tenacity and focus to key result areas. With effective transformational leadership bringing forth the new order, amazing results are possible. Not simply theory, but demonstrated in a growing number of organizations around the world. Transformational Leadership: Creating Organizations of Meaning was written specifically to guide leaders, managers and change agents through an organizational transformation delivering breakthrough results. Authors Stephen Hacker and Tammy Roberts draw on their immense experiences with organizational transformation to write a book that will help guide leaders through these important but trying times. Includes a life plan, a transformational leadership assessment survey, and summary lesson plans on each major model in the book. 200 pages. ISBN 978-0-87389-610-8. Adobe Acrobat PDF file. 2004 -------------------------------------------------------------------- TO LEARN MORE ABOUT LEADERSHIP VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $39.00  Courses you get with purchase.  Transformational Leadership - E1196  LEAN - 5S for Service Organizations & Offices - E1271 by Debashis Sarkar Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. 5S is a simple and immensely practical approach to quality improvement which, when implemented effectively, can transform the fabric of a company. Traditionally used in manufacturing companies for little more than housekeeping, its latent power has yet to be leveraged by service companies. Author Debashis Sarkar has pioneered a blueprint for 5S implementation that can take service organizations to greater heights. The principles can also be applied to offices, education institutes, hospitals, and also manufacturing companies who wish to adopt 5S to its full potential. Immensely practical and hands-on, this book is based on the author’s experience in catalyzing an enterprise-wide 5S implementation in India’s largest private sector bank, spread across more than 700 locations not only in India but also in places such as Canada, Singapore, Dubai, and London. This change initiative touched more than 15,000 people and had the involvement of employees across all levels of the organization. The book is based on all that he applied and learnt during this massive roll out. 5S can be converted to a management practice when implemented as a change initiative involving the organization at all levels, from the CEO to the process associate. Implementation requires an all-encompassing workplace system comprising structure, people, processes, practices, and infrastructure. Such a holistic implementation moves 5S away from being just another methodology and to an intervention that can change the hearts and minds of the employees, irrespective of the state of maturity of the organization in improvements. Includes numerous templates that can be used to implement the ideas contained in the book. 144 pages. ISBN 978-0-87389-677-1. Adobe Acrobat PDF file. 2006 -------------------------------------------------------------------- TO LEARN MORE ABOUT LEAN VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $50.00  Courses you get with purchase.  5S for Service Organizations & Offices - E1271  Lean/Six Sigma - The Executive Guide To Understanding and Implementing Lean/Six Sigma - E1303 by Robert M. Meisel, Steven J. Babb, Steven F. Marsh, & James P. Schlichting Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This book provides a fundamental introduction to the concepts of lean enterprise and Six Sigma to executives, personnel new to quality, or organizations interested in introductory information on quality and process improvement. It is intended to be a helpful guide on implementing and optimizing an integrated Lean Six Sigma approach focused on realizing return value and bottom line impact. The principles of Lean and Six Sigma are introduced and discussed separately and through an integrated approach across the book’s three chapters. Manufacturing and non-manufacturing firms who are just getting started or contemplating a Lean Six Sigma initiative will find this book especially valuable. To aid in illustrating the application of these principles to diverse and global businesses, various case studies have been selected and included to demonstrate how the prescribed tools and techniques can accommodate and enhance a wide variety of customer relationships throughout the value chain. Examples taken from manufacturing, banking, and local government sectors demonstrate the broad spectrum across which Lean Six Sigma can be used as a framework to foster improved performance and ensure continued customer satisfaction and loyalty. 104 pages. ISBN 978-0-87389-711-2. Adobe Acrobat PDF file. 2007 -------------------------------------------------------------------- TO LEARN MORE ABOUT LEAN/SIX SIGMA VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $31.00  Courses you get with purchase.  The Executive Guide To Understanding and Implementing Lean Six Sigma - E1303  Process Improvement - Defining and Analyzing Business Processes - E1164 by Jeffrey N. Lowenthal Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Many references on Six Sigma stress the importance of defining processes. All too often, practitioners on a Six Sigma project rely on flowcharts for this crucial step. Unfortunately, flowcharts only show decision points, and the steps taken to reach those decisions are overlooked, including vital departmental interactions and communication patterns. This is the focus of Defining and Analyzing a Business Process: A Six Sigma Pocket Guide, which helps to fill the gaps found on flowcharts and provides a more complete big-picture view of the processes. This pocket guide details a methodology on how to analyze your existing processes. The book uses two distinct approaches: first a Business Interaction Model and second an Integrated Flow Diagram. Once the analysis phase is complete, the pocket guide presents a method on how to innovate your process to optimize its operation. The book moves away from the theory and jumps headlong into a systemic approach to change. As a pocket guide, it can easily be used as a reference or as a teaching aid, and is ideal for anyone who uses processes at any level. 88 pages. ISBN 978-0-87389-551-4. Adobe Acrobat PDF file. 2003 -------------------------------------------------------------------- TO LEARN MORE ABOUT PROCESS IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $24.00  Courses you get with purchase.  Defining and Analyzing Business Processes - E1164  Process Improvement - Mapping Work Processes, Second Edition - E1170 by Bjørn Andersen, Tom Fagerhaug, Bjørnar Henriksen, and Lars E. Onsøyen Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This peerless best-seller is a hands-on, step-by-step workbook of instructions on how to create flowcharts and document work processes. No other book even comes close in teaching practitioners these crucial techniques. The most noticeable change in this second edition is the inclusion of several new types of process maps. While the basic, straightforward flowchart is still extensively used, it has been supplemented by a number of other types, all of which serve different purposes. The authors have therefore expanded the variety of charts taught. All the mapping techniques have also been updated, the mapping exercise itself is put into a larger context, and organizational examples from many different industries are used throughout to help readers understand real-life applications of the material presented. Also new is an example case study carried throughout the entire book to illustrate the construction and use of the different types of process maps. 112 pages. ISBN 978-0-87389-687-0. Adobe Acrobat PDF file. 2008 -------------------------------------------------------------------- TO LEARN MORE ABOUT PROCESS MAPPING VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $45.00  Courses you get with purchase.  Mapping Work Processes, Second Edition - E1170  Process Improvement - The Process-Focused Organization: A Transition Strategy for Success - E1207 by Robert A. Gardner Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Process-focused organizations (PFOs) design and manage end-to-end processes rather than tasks, measure process results rather than department efficiencies, and think in terms of the customer and related goals rather than functional goals. The Process-Focused Organization introduces an approach for transitioning a functionally managed organization to a PFO. The approach is designed to establish the operation structures necessary to manage and continuously improve cross-functional business processes, key business drives, strategies, and goals. The book provides even those new to management theories with an understanding of process management, balanced scorecard, and ABC principles. Senior and mid-level managers involved with organizational change or performance improvement initiatives will also find this book valuable in that it conveys very relevant and current issues related to traditional organizations built on functional lines. A project charter template, an audit plan, a process and QMS manual template, and control plan template are included as appendices. 240 pages. ISBN 0873896270. Adobe Acrobat PDF file. 2004 -------------------------------------------------------------------- TO LEARN MORE ABOUT PROCESS IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $42.00  Courses you get with purchase.  The Process Focused Organization - E1207  Project Management - Common Sense Project Management - E1330 by Wayne Turk Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Good project management – is it art, science, or just dumb luck? This book will help you with the first two, and by teaching you to be well-prepared will also set you up to be lucky. This book is aimed at helping the project manager (and the project manager wannabe) with suggestions, ideas, guidelines, and warnings. It is not strictly a “how to” book; rather, what’s here is the common sense that’s become far too uncommon an attribute in the modern business world. Basic management is addressed thoroughly because a person can’t be a good project manager if you aren’t a good manager. The information given can help current or future project managers in any management position, even those who are never even end up managing a project. The book is broken down into three primary sections: The project manager and basic management Project management Problems and potential solutions 224 pages. ISBN 978-0-87389-738-9. Adobe Acrobat PDF file. 2008 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $44.00  Courses you get with purchase.  Common Sense Project Management - E1330  Quality Cost - The Executive Guide To Understanding and Implementing Quality Cost Programs - E1309 by Douglas C. Wood Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This book is intended to provide a fundamental introduction to Cost of Quality concepts (often simply referred to as Quality Costs) for executives or those individuals new to quality concepts. In addition, it can help anyone in an organization interested in how this measurement methodology links to business costs. This book is not intended to be used as a handbook or as an in-depth exploration of the underlying methodology, but rather a helpful overview of an approach to maximize value and bottom line impact. If you are an executive wanting to understand more about what Cost of Quality measurements are, you need only look at Chapters 1-3. Chapter 3 is an overview of building a Cost of Quality measure, Chapter 4 includes details of building a Cost of Quality measure, Chapter 5 has recommendations on how to sell a Cost of Quality program, and Chapter 6 discusses pitfalls. Both manufacturing and non-manufacturing firms who are just getting started or contemplating a Quality Cost measurement program will find this book especially valuable. To aid in illustrating the application of these principles to diverse and global businesses, case studies have been selected and included to demonstrate how the general approach can accommodate and enhance different organizations. These examples demonstrate the broad spectrum across which Quality Cost methods can be used as a measurement tool, making improved performance clear in a dollars and cents manner. 128 pages. ISBN 978-0-87389-716-7. Adobe Acrobat PDF file. 2007 $31.00  Courses you get with purchase.  The Executive Guide To Understanding and Implementing Quality Cost Programs - E1309  Quality Improvement - The Quality Improvement Handbook (Second Edition) - E1289 by ASQ Quality Management Division; John E. Bauer, Grace L. Duffy, Russell T. Westcott, editors Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. The use of quality and continual improvement is no longer considered the sole property of manufacturing or of the traditional engineering and production environment. Most professionals entering the workforce today are required to analyze situations, identify problems, and provide solutions for improved performance. Improving the organization is everyone’s job. Teamwork is critical, requiring the participation of members of all backgrounds, nationalities, educational levels, and career aspirations. This book is for anyone who wants to improve themselves and/or their organization. It is particularly salient for those at the beginning stages of learning about the history, concepts, and tools of quality. In addition, the content of this book is structured exactly to follow the Body of Knowledge (BoK) of ASQ's Certified Quality Improvement Associate (CQIA) certification. While the content coincides with the sequence of the BoK, each chapter stands alone, and the chapters may be read in any order. Where appropriate, supplemental reading suggestions are provided. A sample test is included, along with tables giving cross-references to the suggested reference materials as well as the BoK. Answers to the questions in the sample test are also provided. 242 pages. ISBN 978-0-87389-690-0. Adobe Acrobat PDF file. 2006 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $69.00  Courses you get with purchase.  The Quality Improvement Handbook (Second Edition) - E1289  Quality Improvement - The Quality Toolbox, Second Edition - E1224 by Nancy R. Tague Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. The Quality Toolbox is a comprehensive reference to a variety of methods and techniques: those most commonly used for quality improvement, many less commonly used, and some created by the author and not available elsewhere. The reader will find the widely used seven basic quality control tools (for example, fishbone diagram, and Pareto chart) as well as the newer management and planning tools. Tools are included for generating and organizing ideas, evaluating ideas, analyzing processes, determining root causes, planning, and basic data-handling and statistics. The book is written and organized to be as simple as possible to use so that anyone can find and learn new tools without a teacher. Above all, this is an instruction book. The reader can learn new tools or, for familiar tools, discover new variations or applications. It also is a reference book, organized so that a half-remembered tool can be found and reviewed easily, and the right tool to solve a particular problem or achieve a specific goal can be quickly identified. With this book close at hand, a quality improvement team becomes capable of more efficient and effective work with less assistance from a trained quality consultant. Quality and training professionals also will find it a handy reference and quick way to expand their repertoire of tools, techniques, applications, and tricks. For this second edition, Tague added 34 tools and 18 variations. The "Quality Improvement Stories" chapter has been expanded to include detailed case studies from three Baldrige Award winners. An entirely new chapter, "Mega-Tools: Quality Management Systems," puts the tools into two contexts: the historical evolution of quality improvement and the quality management systems within which the tools are used. This edition liberally uses icons with each tool description to reinforce for the reader what kind of tool it is and where it is used within the improvement process. 584 pages. ISBN 978-0-87389-639-9. Adobe Acrobat PDF file. 2005 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $66.00  Courses you get with purchase.  The Quality Toolbox, Second Edition - E1224  Risk Management/FMEA - Failure Mode and Effect Analysis - E1188 by D. H. Stamatis Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Author D. H. Stamatis has updated his comprehensive reference book on failure mode and effect analysis (FMEA). This is one of the most comprehensive guides to FMEA and is excellent for professionals with any level of understanding. This book explains the process of conducting system, design, process, service, and machine FMEAs, and provides the rationale for doing so. Readers will understand what FMEA is, the different types of FMEA, how to construct an FMEA, and the linkages between FMEA and other tools. Stamatis offer a summary of tools/methodologies used in FMEA along with a glossary to explain key terms and principles. The updated edition includes information about the new ISO 9000:2000 standard, the Six Sigma approach to FMEA, a special section on automotive requirements related to ISO/TS 16949, the “robustness” concept, and TE 9000 and the requirements for reliability and maintainability. Also includes FMEA forms and samples, design review checklist, criteria for evaluation, basic reliability formulae and conversion failure factors, guidelines for RPN calculations and designing a reasonable safe product, and diagrams, and examples of FMEAs with linkages to robustness. 663 pages. ISBN 978-0-87389-598-9. Adobe Acrobat PDF file. 2003 -------------------------------------------------------------------- TO LEARN MORE ABOUT FMEA VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $105.00  Courses you get with purchase.  Failure Mode and Effect Analysis - E1188  SPC - Statistical Quality Control Using Excel, Second Edition - E1151 by Marjorie L. Icenogle, Ph.D.; Zimmerman, Steven M., Ph.D. Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. Would you like to learn more about using Excel? Are you looking for an easier way to solve statistical quality control problems? Statistical Quality Control (SQC) experts Steven Zimmerman and Marjorie Icenogle have updated their guide that combines the power of each into this one integrated book and CD-ROM. While this introduction to SQC is for beginners to either quality or to the software product Excel, those with a more advanced knowledge of SQC and Excel will also find this book valuable to incorporate the two. New versions of Excel make creating quality control spreadsheets easier than ever. This new edition contains spreadsheets for: exponential weighted moving average charts, moving sum of the sample statistic control charts, cumulative sum charts, reliability problems, and information on using the Pivot Table and Pivot Chart functions in Excel. This guide begins with introductions to the concepts of SQC and the use of spreadsheets. A review of Excel's features is followed by explanations of statistical distribution, outliers, and the analysis required for SQC methods. Basic statistical process control methods such as p and np control charts, c and u control charts, and Pareto charts are demonstrated. Descriptions on acceptance sampling methods including binomial and hypergeometric distributions and average outgoing quality curves are also offered. Also new to this package is direction on using Excel in PowerPoint presentations. Practice problems, definitions of key terms, detailed graphics, and end-of-chapter summaries help make this book an outstanding tool to combine SQC with Excel software. Includes CD-ROM with SQC templates which will only run on Windows 95 or higher running Excel '97 or higher. 430 pages. ISBN 978-0-87389-566-8. Adobe Acrobat PDF file. 2003 -------------------------------------------------------------------- TO LEARN MORE ABOUT SPC VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $89.25  Courses you get with purchase.  Statistical Quality Control Using Excel, Second Edition - E1151  Supply Chain - A Practical Application of Supply Chain Management Principles - E1329 by Thomas Schoenfeldt Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. This is a book that is designed to share the principles of supply chain management and show how, when done well, they can give an organization a competitive advantage. It is written based on practical experiences of the author in relating them to industry principles. This book can be used as a textbook for business education or as a reference book for businesses that recognize the need to change the way that their process are managed. The principles discussed have been proven to work and create value-added results in many different industries. Readers will learn how to: Understand their supply chain Develop a supply chain strategy Identify and evaluate suppliers Select preferred suppliers Build relationships Measure and monitor supplier performance Apply basic quality tools to customers and suppliers And more! 224 pages. ISBN 978-0-87389-736-5. Adobe Acrobat PDF file. 2008 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $53.00  Courses you get with purchase.  A Practical Application of Supply Chain Management Principles - E1329  Systems Thinking - From Quality to Business Excellence: A Systems Approach to Management - E1178 by Cobb, Charles G. Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable. As the face of business continues to change, organizations are looking for new ways to remain competitive and profitable. Many businesses have succumb to the "program du jour" management trap, jumping from one management philosophy to the next looking for the ultimate solution. ISO 9000, Baldrige, Six Sigma…which is the best program for your company? From Quality to Business Excellence: A Systems Approach to Management demonstrates how these and other management philosophies compliment each other and form the basis for a new systems approach to management. By better understanding how these approaches all potentially fit together, managers will be able to use these tools more effectively in a much more integrated approach. From Quality to Business Excellence will show how to integrate a management approach using a variety of methods to bring the most out of your business. 264 pages. ISBN 978-0-87389-578-1. Adobe Acrobat PDF file. 2003 -------------------------------------------------------------------- TO LEARN MORE ABOUT QUALITY IMPROVEMENT VISIT OUR ONLINE TRAINING SITE - http://texas.qualitycampus.com $63.00  Courses you get with purchase.  From Quality to Business Excellence: A Systems Approach to Management - E1178