Why quality is important and how it applies in diverse business and social environments / Paul Hayes.

Volume I. Chapter 1. Introduction. What is quality and what does it entail? ; Who is the publication aimed at and how could it be used? -- Chapter 2. Quality and manufacturing industries. The role of the specification ; System approaches to conformance to specifications ; Scope and boundaries of quality ; Central role of the specification ; Circular economy ; Eco-parks and a new industrial revolution ; Technology verification ; Life-cycle perspective and analysis ; Industry 4.0 -- Chapter 3. Quality and service industries. What is a service business or organization? ; Internal and external customers ; Going the extra mile and the importance of family -- Chapter 4. Quality, risk, opportunity, and improvement. Consistency and variation ; Coefficients of variation ; Risk as likelihood ; Making inferences ; Distributions ; Sampling ; Process stability; Risk as likelihood and consequence ; Uncertainty and risk and opportunity ; Risk management and risk-based thinking ; Limits to risk management--adulteration and corruption ; Improvement ; Plan-do-check-act -- Chapter 5. Quality and the individual. Leadership and the individual ; Shame and guilt, is and ought ; Personal change and improvement -- Chapter 6. Quality and the team. Pulling together in the same direction ; Profiles and team roles -- Chapter 7. Quality and the community. Interested parties, stakeholders, and people ; Corporate social responsibility ; Triple bottom line ; Taguchi and loss to society ; Community and quality ; Building capabilities and releasing vision -- Chapter 8. Quality, health and safety, and the environment. Standalone or integrated? ; Quality, safety and environment go together ; Annex SL and management system integration ; Society imperatives -- Chapter 9. Quality and information technology. Software for QA and QC ; Software quality ; Information technology -- Chapter 10. Tools and techniques for quality. Standards and specifications ; Standards and best practice ; Quality assurance and control ; Audit ; Process management ; Statistics ; The systems approach -- Chapter 11. Deployment for quality. Quality function deployment (QFD) ; Benchmarking ; Maturity grids ; Management systems ; Statistical quality and process control ; Process management ; Business process engineering and reengineering -- Chapter 12. Quality management. Responsibility ; Accountability, transparency ; Triple bottom line, internal values, and management of behavior, corruption ; Role and effect of standards ; Accreditation and certification ; Total quality management, companywide quality control ; Quality in the supply chain ; Appendices. Abbreviations ; Key addresses ; Probability distribution functions ; Examples of opportunity and risk management approaches and their main uses ; Example process flowchart ; Example section of data flow diagram for power apps documentation ; Example TOWS analysis.; Case studies -- Volume II. Chapter 13. Quality in project management. Fundamentals of project management ; Project management systems -- Chapter 14. Quality costs and the bottom line. Cost of quality ; Speaking the language of management ; Quality and the bottom line -- Chapter 15 Quality and auditing. History and background ; Audit types ; Role and purpose of audit ; Approaches to audit ; Principles ; Criteria ; Scope ; Program ; Process ; An audit or a quality visit -- Chapter 16. Quality awards, six sigma, and lean. Awards ; Six sigma ; Lean -- Chapter 17. Quality and design. What is design? ; Innovation ; Selecting for design ; Design process ; Validation and verification ; Validation plans and protocols ; Quality engineering--risk and variation -- Chapter 18. Quality and measurement. Accurate and reproducible measures ; Conformity assessment ; Measurement uncertainty ; Quality in the test and calibration laboratory ; Quality in the research laboratory -- Chapter 19. Quality in the professions and vocations. Education ; Medicine and health care ; Public sector ; Law ; Farming and fishing ; Performing arts -- Chapter 20. Quality of life and care. Health and quality of life (QOL) ; QOL improvement strategies ; Improving care ; Preventive care -- Chapter 21. Quality--unifying and correcting. Standards, best practice, and all too present reality ; Resource exploitation ; Corrective and preventive action--CAPA ; Judgment and justice--mercy and rework -- Chapter 22. Quality in history and time of war. Ancient history ; Building wider quality awareness ; Impact of world wars -- Chapter 23. Quality and management consultancy. Financial accountancy and management consulting ; Management and quality consultancy ; Management cultures and quality ; Empowerment in organizations ; The dark side -- Chapter 24. Quality, faith, and transcendent values. Work and vocation ; Consciousness and spirituality ; Leadership and responsibility ; Humility and arrogance ; Quality and holiness ; Love in business ; Love and service ; Transformation and transcendence ; Maslow's hierarchy of needs ; Teleology or what? ; Making all things new! -- Appendices. Abbreviations ; Key addresses ; Probability distribution functions ; Examples of opportunity and risk management approaches and their main uses ; Example process flowchart ; Example section of data flow diagram for power apps documentation ; Example TOWS Analysis ; Case studies.

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These two volumes are about understanding--why--and application--how--with the aim of providing guidance and introduction to both. Quality is the consistent achievement of the user's expectations of a productor service. The achievement needs to be "The right thing, right first time,every time, in time." Beginning with manufacturing and services, it also includes professional, personal, and spiritual dimensions. Variation does not sit happily with consistency and skill in handling risk and opportunity requires competence in the use of statistics, probability, and uncertainty; and needs to complement the critically essential soft dimensions of quality and the overarching and underpinning primacy of personal relationships. There are no clear boundaries to the applicability of quality and the related processes and procedures expressed in management systems, and this is why it matters so much to show "how it applies in diverse business and social environments." Increasingly, the acceptability of boundaries that are drawn depends on their effect on the user and the achievementof quality, and the latest standards on quality management are explicit on this key point. Quality is everyone's business, and there is no single professional discipline that can properly express this. Insights, knowledge, experience, best practice, tools, and techniques need to be shared across all kinds oforganizational and professional boundaries, and there is no departmental boundary that can stand apart from the organization-wide commitment to quality achievement.

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