Outline
                                Outline
          Global Company Profile: Arnold 
              Global Company Profile: Arnold 
              Palmer Hospital
              Palmer Hospital
          Quality and Strategy
              Quality and Strategy
          Defining Quality
              Defining Quality
                Implications of Quality
                   Implications of Quality
                Malcolm Baldrige National Quality 
                   Malcolm Baldrige National Quality 
                   Award
                   Award
                Cost of Quality (COQ)
                   Cost of Quality (COQ)
                Ethics and Quality Management
                   Ethics and Quality Management
  © 2008 Prentice Hall, Inc.                                               6 – 2
                 Outline – Continued
                 Outline – Continued
           International Quality Standards
               International Quality Standards
                 ISO 9000
                    ISO 9000
                 ISO14000
                    ISO14000
  © 2008 Prentice Hall, Inc.                                               6 – 3
                 Outline – Continued
                 Outline – Continued
                Total Quality Management
                     Total Quality Management
                      Continuous Improvement
                          Continuous Improvement
                      Six Sigma
                          Six Sigma
                      Employee Empowerment
                          Employee Empowerment
                      Benchmarking
                          Benchmarking
                      Just-in-Time (JIT)
                          Just-in-Time (JIT)
                      Taguchi Concepts
                          Taguchi Concepts
                      Knowledge of TQM Tools
                          Knowledge of TQM Tools
  © 2008 Prentice Hall, Inc.                                               6 – 4
                 Outline – Continued
                 Outline – Continued
           Tools of TQM
                Tools of TQM
                 Check Sheets
                     Check Sheets
                 Scatter Diagrams 
                     Scatter Diagrams 
                 Cause-and-Effect Diagrams
                     Cause-and-Effect Diagrams
                 Pareto Charts
                     Pareto Charts
                 Flowcharts
                     Flowcharts
                 Histograms
                     Histograms
                 Statistical Process Control (SPC)
                     Statistical Process Control (SPC)
  © 2008 Prentice Hall, Inc.                                               6 – 5
                 Outline – Continued
                 Outline – Continued
           The Role of Inspection
               The Role of Inspection
                 When and Where to Inspect
                    When and Where to Inspect
                 Source Inspection
                    Source Inspection
                 Service Industry Inspection
                    Service Industry Inspection
                 Inspection of Attributes versus 
                    Inspection of Attributes versus 
                    Variables
                    Variables
           TQM in Services
               TQM in Services
  © 2008 Prentice Hall, Inc.                                               6 – 6