"TQM: An Integrated Approach" LO7524 -New book

Sam Ho (SKHCOR@dmu.ac.uk)
Tue, 21 May 1996 16:00:28 +0000

Dear Mail-group Member,

(I apologise if you have received the same message from other channels.)

Please find the information for "TQM: An Integrated Approach", which is
the 1st book on the Japanese 5-S Practice published outside Japan below.
Both Prof. Y. Kondo (1971 Deming Prize Winner) and Dr. H. Neave (British
Deming Asso. Founder) have given commendations to the content of this
book. Since published in Oct 95, it has fast become the best-selling TQM
book for the professionals in the UK.

You can find more information, colourful pictures and Chapter 1-3 extracts
at the WWW page location:-


The book consists of 10 chapters and 39 mini-cases (see contents for
details) from very prominent sources on contemporary issues on Japanese
5-S, BPR, QCC, ISO 9000, TPM and TQM.

The original price is stlg35 + p&p. It is now selling at a special offer
of stlg35 (inclusive of surface postage). Please send a cheque/remittance
payable to "Uni Co." and address it to:

Dr. Samuel Ho,
Leicester Business School,
De Montfort University,
Leicester LE1 9BH, UK.

The Author will sign on each book. Please also indicate whether you
would like me to write the following statement on it:

"Dear (your name),
Wish you an enjoyable and fruitful TQM journey!"

(Or other appropriate statement if you could suggest.)

Thank you for your attention.

Sam Ho,
Chairman, 1st ICIT.


TQM An Integrated Approach --
Implementing Total Quality through Japanese 5-S and ISO 9000
Samuel K. Ho

Quality is the key to competitive advantage in today's business
environment. As more organisations opt for Total Quality Management
(TQM), the choices open to those wanting to set up a quality system are
becoming increasingly varied.

The value of this book is in the author's rich experience outlined within
the boundaries of the existing quality theory which can easily convince
the reader of its applicability in the real world.

Cutting through the welter of theories surrounding this subject, TQM: An
Integrated Approach, pulls together all the best quality practices to
create a step-by-step TQMEX Model for companies wanting to achieve TQM.
Focusing on the interrelation between the key elements of TQM, this book
provides information to suit everyone's needs, including:

-- Total Quality Marketing
-- Business Process Re-engineering
-- Quality Circles and Problem Solving
-- ISO 9000 and Quality Auditing
-- Total Preventive Maintenance
-- TQM Best Practice Benchmarking
-- TQM Kitemarks

Also including the first comprehensive analysis of the Japanese 5-S
Practice (Structurise, Systemise, Sanitise, Standardise and
Self-discipline), this book is ideal for anyone wanting to understand the
intricacies of TQM.

As Prof. Y. Kondo, a world recognised quality guru, summarises it in his
Foreword to this book "the TQMEX model explained in this book is an
important proposal". Clearly written, TQM: An Integrated Approach, is
relevant to any organisation, large or small, involved in manufacturing or
service industries. Packed with 39 mini-cases, numerous practical
examples and clear diagrams, this book is also a useful resource for both
undergraduate and postgraduate students.


Samuel K Ho, PhD (Management), MIEE, MCIM, MCIBS, MBCS, MMS, FIQA, ISO
9000 Lead Auditor, Lead Assessor Course Trainer, started his career as an
engineer, product manager and business analyst before his first academic
post as a Senior Lecturer in quality management at the Hong Kong City
Polytechnic in 1984. He was then awarded the Oshikawa Fellowship by the
Asian Productivity Organisation to do research in South East Asia and
Japan. His teaching career continued at Warwick University where he
gained further industrial experience by doing ISO 9000 auditing and TQM
consultancy. After leaving Warwick, he went on to work as the first
Quality Expert to the Malaysian Government. He is currently Principal
Lecturer and the Subject Leader in TQM at the Leicester Business School of
De Montfort University. An international consultant, he is also a Lead
Quality Assessor and a teacher of a Registered ISO 9000 Assessor Course.
He is a guest editor for four international journals on quality
management, chairs international conferences on ISO 9000 and TQM, and has
over 50 publications.



"The TQMEX model explained in this book is an important proposal: the
author explains that this model is a sequence of steps arranged logically
to serve as a guideline for implementation of a process in order to
achieve the ultimate goal. The range of activities of TQM is broad and
well covered. I am particularly pleased to see that 5-S is used as the
first step towards TQM, as it has been widely adopted amongst Japanese
organisations. In this book many interesting mini-cases, exercises and
self-assessment checklists are allotted to each chapter, which help the
readers understand the material and apply the knowledge. It is
essentially important that we employ Plan-Do-Check-Act cycle in
accumulating our problem-solving abilities and knowledge. This is the
source of our energy for continuous improvement and significant

Yoshio Kondo,
Professor Emeritus, Kyoto University, Japan,
(1971 Deming Award winner).

"I am greatly honoured to be asked to write this Foreword to Sam Ho's
book. I am of course glad to see the relatively long section on Dr W
Edwards Deming's work in Chapter 2. Sam Ho's concept of producing an
integrated approach to TQM is commendable. One of the main problems with
common attitudes to TQM is that they are generally too limited. In many
organisations there is too strong a concentration on a proliferation of
tools and techniques, and far too little on the transformation of culture
which is necessary to allow the true potential of those tools and
techniques -- and much else -- to be realised."

Henry R. Neave, PhD, FSS,
Director of Education and Research, and
Founder of the British Deming Association.





1 Introduction to TQM 1
The Japanese Quality Miracle 1
What is TQM? 4
Relationship between TQM and Corporate Strategy 6
Some Important TQM Concepts 11
Why is there a Need for TQM? 13
Chapter Summary 17
Self-Assessment 1.1: Quality Consciousness Checklist 17
Self-Assessment 1.2: TQM Consciousness Checklist 18
Self-Assessment 1.3: The F-Test 19
Hands-on Exercise 19

2 The TQM Gurus' Ideas 21
Introduction: Who are the TQM Gurus? 21
W. Edwards Deming 22
Joseph M. Juran 30
Philip Crosby 32
Kaoru Ishikawa 35
Shigeo Shingo 36
Yoshio Kondo 38
Why are TQM Gurus' Ideas Useful? 40
How to Implement TQM Gurus' Ideas 41
Chapter Summary 42
Hands-on Exercise 42

3 The TQMEX Model 43
Introduction: The Need for a Model in TQM 43
What is TQMEX? 44
Is TQMEX Logical? 49
Pre-requisites for Implementing TQMEX 50
The 4Cs of TQM 52
Chapter Summary 60
Self-Assessment Exercise 3.1: Rate your Commitment 60
Self-Assessment Exercise 3.2: Prioritise your Competence 61
Self-Assessment Exercise 3.3: Rate Your Communication 61
Hands-on Exercise 62

4 Japanese 5-S Practice 63
Introduction: What is the 5-S? 63
The 5-S in Details 64
The 5-S in the Office 79
Why is the 5-S Useful? 82
How to Implement the 5-S 84
Chapter Summary 91
Hands-on Exercise 91
Annex 4.1: 5-S Audit Worksheet 92
Annex 4.2: Daily 5-S Activity for the Workshop 96
Annex 4.3: Daily 5-S Activity for the Office 97
Annex 4.4: 5-S Implementation Plan 98

5 Business Process Re-engineering 99
Introduction: What is BPR? 99
Service Industry and Quality 104
Best Practice Benchmarking (BPB) 114
Total Quality Marketing 118
Total Quality Purchasing 125
Why is BPR Useful? 130
How to Implement BPR 131
Chapter Summary 134
Hands-on Exercise 134

6 Quality Control Circle and Problem Solving 135
Introduction: What is a QCC? 135
The Japanese QCC Experience 136
The Seven Quality Control Tools 138
Problem Solving 155
The S-S Problem Solving Method 156
The S-S Method and the Seven QC Tools 165
Why Do We Need QCCs? 167
How to Establish QCCs 169
QCCs and Employee Empowerment 171
Chapter Summary 174
Hands-on Exercise 174

7 ISO 9000 and Quality Audit 175
Introduction: What is ISO 9000? 175
The Content of ISO 9001 177
Quality Audit 181
Why are ISO 9000 and Quality Audit Needed? 186
How to Implement ISO 9000 188
Benefits of Implementing ISO 9000 196
Chapter Summary 200
Self-Assessment Exercise 7.1 : Interpretation of the 201
ISO 9001 Clauses 4.1-4.20
Self-Assessment Exercise 7.2 : ISO 9001 Quality Auditing 202
Self-Assessment Exercise 7.3: ISO 9001 Mock Audit 204
Hands-on Exercise 209
Annex 7.1 : List of the ISO 9000 Family 210
Annex 7.2 : The 20 Clauses of ISO 9001:1994 211

8 Total Productive Maintenance 213
Introduction: What is TPM? 213
The Content of TPM 215
Why is TPM useful? 220
How to Implement TPM 223
Chapter Summary 224
Hands-on Exercise 224

9 TQM Kitemarks 225
Introduction: What are TQM Kitemarks? 225
ISO 9004-4: 1993 226
Japan's Deming Prize 226
USA's Malcolm Baldrige National Quality Award (MBNQA) 228
The European Quality Award (EQA) 232
Why are TQM Kitemarks Useful? 239
How to Achieve TQM Kitemarks 241
Chapter Summary 242
Hands-on Exercise 242
Annex 9.1 : ISO 9004-4:1993 Outline (Clause 4-7 only) 243
Annex 9.2 : The European Quality Award Checklist 245

10 TQMEX in the Real World 249
Validation of the TQMEX Model 249
Stage 1 Results: The UK Companies Survey 251
Stage 2 Results: The UK and Japanese Leading Companies Survey 262
Significance of ISO 9000 in TQMEX Implementation 270
How to Implement TQMEX 273
Chapter Summary 275
Hands-on Exercise 275





1.1: Some Examples of Corporate Vision and Mission Statements 8
1.2: Strategy for Total Quality 9
1.3: Quality Problems in the Service Industry 15
2.1: Zytec Implements Deming's 14 Points 28
3.1: On Commitment 53
3.2: Effective Communication of Quality 55
3.3: Quality Improvement Storyboard at Komatsu Company 57
4.1: My Experience in Throwing Things Away 64
4.2: Even 5 Minutes Can Make a Difference 89
4.3: Implementing 5-S at SIRIM 89
4:4: Implementing 5-S at the Wellex Corp. in the USA 90
5.1: Service Quality at Scandinavian Air System 107
5.2: The School of Quality 112
5.3: Rank Xerox's BPB 117
5.4: British Telecom Goes into TQMar 119
5.5: TQMar - Promotion: TV Advertising 123
5.6: Lucas Industries achieving success through TQMar 124
5.7: Total Quality in Purchasing 128
5.8: Boots The Chemists goes for BPR 130
5.9: BPR at Co-op Bank -- Improving Personal Customer Service 133
6.1: 7-Eleven Using Quality Control Tools as Competitive Advantage 154
6.2: Johnson Electronic Co. Ltd. of Hong Kong 166
6.3: A Medium-sized Plastic Injection Moulding Factory 167
6.4: Hydrapower Dynamics Ltd. of Birmingham 168
6.5: Employee Empowerment at Lyondell Petrochemical 172
7.1: Proposals to Prevent Collapse of High-rises 179
7.2: Benefits of ISO 9000 Implementation 196
7.3: MBI's ISO 9002 Employee Attitude Survey 197
7.4: Bowater Containers Southern Goes for ISO 9000 198
7.5: DTI Import Licensing Branch Goes for ISO 9000 199
7.6: Praxis Software Engineering Company Goes for ISO 9000 199
8.1: 1986 PM Excellence Award Winner: Toyota Auto Body Co. 218
8.2: 1984 PM Excellence Award Winner: Fujikoshi 219
9.1: A 1991 MBNQA Winner: Zytec Corporation 231
9.2: Girobank Wins the British Quality Award in 1991 235
9.3: Short Brothers Plc Wins the British Quality Award in 1992 237
9.4: Rover Group Wins the first UK Quality Award 238
9.5: TNT Express (UK) Ltd. Wins the first UK Quality Award 239
10.1: TQM Promotion by PHP Institute Inc., Tokyo 269



"Sam Ho" <SKHCOR@dmu.ac.uk>

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