Process Improvement and Quality Management in the Retail Industry by Stephen GeorgeProcess Improvement and Quality Management in the Retail Industry by Stephen George

Process Improvement and Quality Management in the Retail Industry

byStephen George, Chris Thomas, Arnold Weimerskirch

Paperback | August 1, 2005

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The authors of Process Improvement and Quality Management in the Retail Industry discuss quality management through the examination of several companies that won the esteemed Malcolm Baldrige National Quality Award. Authors George, Thomas, and Weimerskirch believe that Baldrige criteria define a management model because they provide one of the most comprehensive guides to understanding, assessing, controlling, and improving an organization for quality management. The authors also discuss many of the business-related problems of modern times, such as financial scandals, controversial social activism morale, and the impact of outsourcing to other countries. Overall, the book stresses the importance of good quality management to a company's success.
"STEPHEN GEORGE is a writer and consultant from St. Louis Park, Minnesota. He has consulted with eleven companies that have applied for the Baldrige Award and/or State Quality Awards, five of which have won eight awards, including three Baldrige Awards. He is the author of The Baldrige Quality System, Uncommon Sense,  and Total Quality...
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Title:Process Improvement and Quality Management in the Retail IndustryFormat:PaperbackDimensions:256 pages, 9.51 × 7.52 × 0.59 inPublished:August 1, 2005Publisher:WileyLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0471723231

ISBN - 13:9780471723233

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Their v)18.7(alues)]TJ ET 0 G 0.25 w 78 661.49 m 510 661.49 l S BT /F6 1 Tf 11.5 0 0 11.5 78 664.7358 Tm -0.0002 Tc 0 Tw (30)Tj /F7 1 Tf 8 0 0 8 108.0657 664.7358 Tm [()12.5()25.2( )-1000.2(\012 )25( \015)]TJ ET Q 0.2 i 34 733 229 -12 re 185.737 664.736 m f* BT /F19 1 Tf 8 0 0 8 36 723 Tm 0 g -0.0006 Tc -0.0059 Tw [(26371_ch02.25-44.qxd 6/3/05 10:09 PM Page 30)]TJ ET 1 G 0 J 0 j 0.5 w 10 M []0 d 33 732 m 33 708 l 0 699 m 24 699 l 573 732 m 573 708 l 606 699 m 582 699 l 33 0 m 33 24 l 0 33 m 24 33 l 573 0 m 573 24 l 606 33 m 582 33 l S 0 G 0.25 w 33 732 m 33 708 l 0 699 m 24 699 l 573 732 m 573 708 l 606 699 m 582 699 l 33 0 m 33 24 l 0 33 m 24 33 l 573 0 m 573 24 l 606 33 m 582 33 l S 1 G 0.5 w 279 720 m 327 720 l 279 12 m 327 12 l 12 390 m 12 342 l 594 390 m 594 342 l 303 732 m 303 708 l 303 24 m 303 0 l 0 366 m 24 366 l 582 366 m 606 366 l 303 720 m 309 720 l 309 716.688 306.312 714 303 714 c 299.688 714 297 716.688 297 720 c 297 723.312 299.688 726 303 726 c 306.312 726 309 723.312 309 720 c 303 12 m 309 12 l 309 8.688 306.312 6 303 6 c 299.688 6 297 8.688 297 12 c 297 15.312 299.688 18 303 18 c 306.312 18 309 15.312 309 12 c 12 366 m 18 366 l 18 362.688 15.312 360 12 360 c 8.688 360 6 362.688 6 366 c 6 369.312 8.688 372 12 372 c 15.312 372 18 369.312 18 366 c 594 366 m 600 366 l 600 362.688 597.312 360 594 360 c 590.688 360 588 362.688 588 366 c 588 369.312 590.688 372 594 372 c 597.312 372 600 369.312 600 366 c S 0 G 0.25 w 279 720 m 327 720 l 279 12 m 327 12 l 12 390 m 12 342 l 594 390 m 594 342 l 303 732 m 303 708 l 303 24 m 303 0 l 0 366 m 24 366 l 582 366 m 606 366 l 303 720 m 309 720 l 309 716.688 306.312 714 303 714 c 299.688 714 297 716.688 297 720 c 297 723.312 299.688 726 303 726 c 306.312 726 309 723.312 309 720 c 303 12 m 309 12 l 309 8.688 306.312 6 303 6 c 299.688 6 297 8.688 297 12 c 297 15.312 299.688 18 303 18 c 306.312 18 309 15.312 309 12 c 12 366 m 18 366 l 18 362.688 15.312 360 12 360 c 8.688 360 6 362.688 6 366 c 6 369.312 8.688 372 12 372 c 15.312 372 18 369.312 18 366 c 594 366 m 600 366 l 600 362.688 597.312 360 594 360 c 590.688 360 588 362.688 588 366 c 588 369.312 590.688 372 594 372 c 597.312 372 600 369.312 600 366 c S endstream endobj 17 0 obj > endobj 18 0 obj > /ExtGState > >> endobj 19 0 obj > stream 1 g /GS1 gs 0 732 m 0 732 l f q 0.2 i 24 708 558 -684 re 0 732 m W n 0 732.015 606 -732 re W n BT /F14 1 Tf 10 0 0 10 96 636.4366 Tm 0 0 0 1 k -0.0001 Tc 0.0735 Tw [(ar)18.7(e pr)18.7(esented later in this chapter)110.7(. Each of the leader)18.7(s has had t)18.7(o)0( e)18.7(xplain)]TJ 0 -1.25 TD 0.0891 Tw [(these v)18.7(alues again and again, in m)18.7(yriad w)18.7(a)18.7(y)18.9(s)37(,)0.1( t)18.7(o)0( mak)18.7(e)0.1( sur)18.7(e the message)]TJ T* -0.0002 Tc 0 Tw [(sticks)36.7(.)]TJ 1.6 -1.25 TD -0.0001 Tc -0.0382 Tw [(The e)18.7(xplanations ar)18.7(e often one-on-one)55.8(. Fr)18.7(ed Smith visits F)55.8(edEx f)18.7(acilities)]TJ -1.6 -1.25 TD -0.0325 Tw [(and emplo)18.7(y)18.9(ees w)18.7(eekly; he invites their questions about an)18.7(y t)18.7(opic)18.7(. After R)18.7(a)18.7(y)]TJ T* -0.0158 Tw [(Marlo)18.7(w intr)18.7(oduced his compan)18.7(y)36.8(s quality polic)18.7(y)110.9(,)0.1( he w)18.7(ent o)18.7(v)18.7(er it a phr)18.7(ase at)]TJ T* -0.0015 Tw [(a time at six str)18.7(aight monthly all-emplo)18.7(y)18.9(ee meetings)36.8(. Y)79.7(ear)18.7(s later)110.7(, he still r)18.7(e)-0.1(-)]TJ T* 0.0513 Tw [(vie)18.7(w)18.9(s)0( the polic)18.7(y and t)18.7(alks about the compan)18.7(y)36.8(s quality pledge and quality)]TJ T* 0 Tw [(t)18.8(ools)36.8(. Y)79.7(ouv)18.7(e got t)18.7(o)0.1( k)18.7(eep it in fr)18.7(ont of people)55.8(, he sa)18.7(y)18.9(s)37(.)]TJ 1.6 -1.25 TD 0.0216 Tw [(A)36.9(t)0( the end of one meeting, during which he had been str)18.7(essing the un-)]TJ -1.6 -1.25 TD 0.1346 Tw [(der)18.7(st)18.7(anding and use of Marlo)18.7(w)36.8(s eight quality t)18.7(ools)36.8(, an hourly emplo)18.7(y)18.9(e)-0.1(e)]TJ T* 0.0113 Tw [(ask)18.7(ed Marlo)18.7(win fr)18.7(ont of the whole gr)18.7(oupif he)55.8(, Marlo)18.7(w)110.9(,)0( could name the)]TJ T* -0.0401 Tw [(t)18.8(ools)36.8(. I got em, Marlo)18.7(w said pr)18.7(oudly)110.8(. In so doing, Marlo)18.7(w sho)18.7(w)18.9(ed his peo-)]TJ T* 0 Tw [(ple that he could w)18.7(alk the t)18.7(alk.)]TJ 1.6 -1.25 TD -0.0101 Tc 0.1002 Tw [(That is what quality leader)18.8(s ar)18.7(e ask)18.7(ed t)18.7(o)0( do e)18.7(v)18.7(ery da)18.7(y)110.9(.)0( As the embodi-)]TJ -1.6 -1.25 TD 0.0499 Tw [(ment of their compan)18.8(y)36.8(s v)18.7(alues)36.8(, the)18.7(y ar)18.7(e under const)18.8(ant surv)18.7(eillance t)18.7(o)0( see)]TJ T* 0.0671 Tw [(whether the)18.7(y will br)18.7(eak stride)55.8(. If the)18.7(y do, people become c)18.8(ynical about the)]TJ T* -0.0181 Tw [(v)18.7(alue of the quality impr)18.8(o)18.8(v)18.7(ement pr)18.7(ocess)36.8(, and that c)18.8(ynicism poisons the pr)18.8(o-)]TJ T* 0.021 Tw [(cess)36.8(. W)92.7(e)0( ha)18.7(v)18.7(e)0( all had leader)18.8(s who sa)18.7(y one thing and do another)110.9(, and w)18.7(e)0( ar)18.7(e)]TJ T* 0.0081 Tw [(smart enough t)18.8(o)0.1( kno)18.7(w that what the)18.8(y do is what is r)18.8(eally import)18.8(ant. L)18.7(eader)18.7(s)]TJ T* 0.1111 Tw [(who t)18.7(alk about quality and activ)18.8(ely participate in the quality impr)18.9(o)18.8(v)18.7(ement)]TJ T* 0 Tw [(pr)18.7(ocess lea)18.7(v)18.7(e)0( no doubt about wher)18.8(e their compan)18.8(y)36.8(s priorities lie)55.9(.)]TJ 1.6 -1.25 TD 0.3029 Tw [(After y)18.7(ear)18.7(s of headlines about major corpor)18.8(ate nancial scandals)]TJ -1.6 -1.25 TD -0.0102 Tw [(capped with senior management making off with pr)18.9(ots)36.8(, getting caught, and)]TJ T* 0.1862 Tw [(being pr)18.7(osecuted, but not bef)18.8(or)18.7(e padding their o)18.8(wn nests subst)18.8(antially)]TJ T* 0.0099 Tc 0.1828 Tw [(most w)18.7(ork)18.7(er)18.7(s ar)18.7(e under)18.7(st)18.7(andably w)18.7(ary)110.7(. T)87.8(oda)18.7(y)36.8(s leader)18.7(s w)18.7(ould also be)]TJ T* 0.0149 Tc 0.1419 Tw [(wise t)18.7(o)0( spearhead de)18.7(v)18.7(elopment of a corpor)18.7(ate ethics polic)18.7(y)110.9(,)0( a written)]TJ T* 0.0826 Tw [(document that outlines a compan)18.7(y)36.8(s guidelines about potentially sticky)]TJ T* -0.0099 Tw [(on-the-job situations lik)18.7(e accepting gifts fr)18.7(om clients)36.8(, calculation and dis-)]TJ T* 0.0106 Tc 0.01 Tw [(bur)14.4(sement )-5.2(of bonuses)37.4(, ho)19.4(w sensitiv)19.4(e inf)19.4(ormation is disclosed t)19.3(o)0.7( the pub-)]TJ T* 0.0099 Tc 0.0788 Tw [(lic and/or the ne)18.6(w)18.9(s)0( media, and so on. L)18.6(eader)18.7(s cr)18.7(eate and encour)18.6(age an)]TJ T* -0.0055 Tw [(atmospher)18.7(e of trust b)18.7(y)0( making sur)18.7(e e)18.7(v)18.7(ery)18.7(one kno)18.7(w)18.9(s)0( the rules)36.7(, and b)18.7(y)0.1( liv-)]TJ T* 0 Tw [(ing b)18.7(y)0( them as w)18.7(ell.)]TJ ET 0.75 G 0 J 0 j 1.5 w 10 M []0 d 96 200.44 m 420 200.44 l S BT /F13 1 Tf 11 0 0 11 96 205.1866 Tm 0 g -0.0001 Tc [(Step )36.8(Thr)17.7(ee:)-223(P)17.8(articipate in the Quality Pr)17.7(ocess)]TJ /F14 1 Tf 10 0 0 10 96 186.4366 Tm 0.0266 Tw [(A)55.9(ctiv)18.7(e participation, the thir)18.7(d step in leading the tr)18.7(ansition, can t)18.7(a)0.1(k)18.7(e)0( man)18.7(y)]TJ T* -0.0006 Tw [(f)18.8(orms)36.8(. A)36.8(t)0.1( F)55.8(edEx, Fr)18.7(ed Smith has been dir)18.7(ectly inv)18.7(olv)18.7(ed in the de)18.7(v)18.7(elopment)]TJ T* 0.1417 Tw [(of e)18.7(v)18.7(ery quality pr)18.7(ocess and sy)18.7(stem the compan)18.7(y has implemented. He)]TJ T* 0.2451 Tw [(f)18.8(ounded the compan)18.7(y on a belief that cust)18.7(omer)18.7(s w)18.7(ould v)18.7(alue a time-)]TJ T* 0.1217 Tw [(denite e)18.7(xpr)18.7(ess deliv)18.7(ery service)55.8(, then used on-time deliv)18.7(ery as the com-)]TJ T* 0.238 Tw [(pan)18.7(y)36.8(s primary measur)18.7(e of perf)18.7(ormance)55.8(. In the late 1980s)36.7(, he helped)]TJ T* 0.1241 Tw [(de)18.7(v)18.7(elop a mor)18.7(e compr)18.7(ehensiv)18.7(e)55.8(,)0.1( pr)18.7(oactiv)18.7(e)55.8(,)0.1( cust)18.7(omer-oriented measur)18.7(e of)]TJ T* 0 Tw [(cust)18.7(omer satisf)18.7(action and service quality: the Service Quality Inde)18.7(x \(SQI\).)]TJ ET 0 G 0.25 w 96 661.49 m 528 661.49 l S BT /F7 1 Tf 8 0 0 8 389.5749 664.7358 Tm -0.0002 Tc [()67.1()25( )25(\015)35(\012 )25( \015)]TJ /F6 1 Tf 11.5 0 0 11.5 515.2141 664.7358 Tm (31)Tj ET Q 0.2 i 34 733 229 -12 re 527.998 664.736 m f* BT /F19 1 Tf 8 0 0 8 36 723 Tm 0 g -0.0006 Tc -0.0059 Tw [(26371_ch02.25-44.qxd 6/3/05 10:09 PM Page 31)]TJ ET 1 G 0 J 0 j 0.5 w 10 M []0 d 33 732 m 33 708 l 0 699 m 24 699 l 573 732 m 573 708 l 606 699 m 582 699 l 33 0 m 33 24 l 0 33 m 24 33 l 573 0 m 573 24 l 606 33 m 582 33 l S 0 G 0.25 w 33 732 m 33 708 l 0 699 m 24 699 l 573 732 m 573 708 l 606 699 m 582 699 l 33 0 m 33 24 l 0 33 m 24 33 l 573 0 m 573 24 l 606 33 m 582 33 l S 1 G 0.5 w 279 720 m 327 720 l 279 12 m 327 12 l 12 390 m 12 342 l 594 390 m 594 342 l 303 732 m 303 708 l 303 24 m 303 0 l 0 366 m 24 366 l 582 366 m 606 366 l 303 720 m 309 720 l 309 716.688 306.312 714 303 714 c 299.688 714 297 716.688 297 720 c 297 723.312 299.688 726 303 726 c 306.312 726 309 723.312 309 720 c 303 12 m 309 12 l 309 8.688 306.312 6 303 6 c 299.688 6 297 8.688 297 12 c 297 15.312 299.688 18 303 18 c 306.312 18 309 15.312 309 12 c 12 366 m 18 366 l 18 362.688 15.312 360 12 360 c 8.688 360 6 362.688 6 366 c 6 369.312 8.688 372 12 372 c 15.312 372 18 369.312 18 366 c 594 366 m 600 366 l 600 362.688 597.312 360 594 360 c 590.688 360 588 362.688 588 366 c 588 369.312 590.688 372 594 372 c 597.312 372 600 369.312 600 366 c S 0 G 0.25 w 279 720 m 327 720 l 279 12 m 327 12 l 12 390 m 12 342 l 594 390 m 594 342 l 303 732 m 303 708 l 303 24 m 303 0 l 0 366 m 24 366 l 582 366 m 606 366 l 303 720 m 309 720 l 309 716.688 306.312 714 303 714 c 299.688 714 297 716.688 297 720 c 297 723.312 299.688 726 303 726 c 306.312 726 309 723.312 309 720 c 303 12 m 309 12 l 309 8.688 306.312 6 303 6 c 299.688 6 297 8.688 297 12 c 297 15.312 299.688 18 303 18 c 306.312 18 309 15.312 309 12 c 12 366 m 18 366 l 18 362.688 15.312 360 12 360 c 8.688 360 6 362.688 6 366 c 6 369.312 8.688 372 12 372 c 15.312 372 18 369.312 18 366 c 594 366 m 600 366 l 600 362.688 597.312 360 594 360 c 590.688 360 588 362.688 588 366 c 588 369.312 590.688 372 594 372 c 597.312 372 600 369.312 600 366 c S endstream endobj 20 0 obj > endobj 21 0 obj > /ExtGState > >> endobj 22 0 obj > stream 1 g /GS1 gs 0 732 m 0 732 l f q 0.2 i 24 708 558 -684 re 0 732 m W n 0 732.015 606 -732 re W n BT /F14 1 Tf 10 0 0 10 202 373.8616 Tm 0 0 0 1 k -0.0001 Tc 0.1042 Tw [(The SQI measur)18.7(es 12 indicat)18.7(or)18.7(s that F)55.8(edEx has determined ar)18.7(e most)]TJ -1.6 -1.25 TD 0.0718 Tw [(import)18.7(ant f)18.7(or cust)18.7(omer satisf)18.7(action and service quality \(see T)147.9(able 2-1\). 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Table of Contents

Preface.

Chapter 1: Total Quality—An Overview.

Chapter 2: Leadership.

Chapter 3: Customer Focus.

Chapter 4: Effective Management.

Chapter 5: Training.

Chapter 6: Employee Loyalty.

Chapter 7: Customer Contacts.

Chapter 8: Design of Products and Services.

Chapter 9: Managing Processes and Suppliers.

Chapter 10: Corporate Responsibility and Citizenship.

Chapter 11: Data Collection and Benchmarking.

Chapter 12: System Assessments.

Glossary.

Index.