From Industry 4.0 to Quality 4.0: An Innovative TQM Guide for Sustainable Digital Age Businesses (Management for Professionals)

This book describes the development of quality over various stages, from product inspection, through quality control to the present ISO 9000 systems. It also highlights the advantages of the quality management system (QMS) standards and the need for certification by organizations and enterprises/firms interested in taking advantage of the various benefits of these standards to improve their systems and aid their survival in a globally competitive market. The author provides simplified information to enable even those hearing the word ''quality'' for the first time to be able to appreciate and understand the various quality management philosophies irrespective of their background and position. Preface Proem Acknowledgments Contents Key Abbreviations 1: Introduction to Quality Historical Background of Quality Evolution of Quality Quality by Product Inspection Statistical Quality Control (SQC) Total Quality Management (TQM) Quality Footprints Definition of Quality Customer Focus Misconception of the Term “Quality” Need to Redefine Quality Approach to Quality Systems Approach Management System Production System Value System Competitiveness Quality Control (QC) to Quality Assurance (QA) Principles of Quality Assurance Commercial Birth of Quality References 2: Quality Overview Natural Phenomenon in Quality Journey to Quality Quality Culture Necessity for Organizational Culture Sustaining the Quality Culture Quality and Business Growth Essence of Quality Management Output of Quality Management Innovation and Quality Management Managing Innovational Risks Improvement/Innovation Inter-relationship Generating and Executing Innovative Ideas Innovation as Competitive Tool Excellence of Customer/Supplier Cooperation Quality Branded Beer Packaging Making Quality an Organizational Culture Achieving the Quality Culture with ISO 9001 Quality and Innovation Quality Is Universal Discipline of All Disciplines Global Changes and Quality Quality Management Systems/Concepts Improvement Focus Management Commitment Quality Development Common Quality Management Concerns Quality Education References 3: Managing Quality Essence of Quality Management Quality Control and Quality Assurance Quality Control Quality Assurance Quality Development Phases In the Beginning The Growing of Quality International Quality Standards Examples of Sector-Specific Quality Management System Standards (MSS) Quality Metrics Agricultural Produce Quality Metrics in Industrial Production Role of Management Quality Management System Administration Quality Planning Quality Improvement Outcome Maintaining Improvement Gains Implementing a QMS Cultivating the Quality Culture Inspiring Excellence: ASQE Inspire Excellence The Impact of Culture References 4: Quality Management Trends Quality Milestones Key Trending Factors of Quality Quality Leadership Application: Specific Quality Standards Customer Compliance Measures Quality Management Research Exploits Establishment and Development of Adaptable QMS Sustainability and Corporate Social Responsibility (CSR) Building Resilience with Innovation Risk Management What Is Risk Management The COSO Framework Governance, Risk, and Compliance (GRC) Business Continuity Planning Prepared for Change? Corporate Social and Environmental Responsibility (CSER) Modes of CSR/CER Performance Improvement and Competitiveness Continuous/Continual Improvement (CI) Principles of Continuous Improvement Vehicle for Continuous Improvement Continuous Improvement: Prospective Research Opportunities ISO 9001:2015 and Continual Improvement Realities of Quality Product Competitiveness Competitive Challenges in the Global Market Quality and International Trade Role of Quality Product Specification Materials Customer Specifications Benchmarking Process Strengthening Economic Competitiveness with Quality Stage by Stage of Benchmarking Types of Benchmarking References 5: Basics of Quality Understanding Common Quality Terms Standards and Benefits Joint International Standards Conformity Assessment Customer Confidence Measurement and Calibration Criticality of Quality Measurements Calibration Measurement Process Measurement Management Systems Equipment Reliability Continual/Continuous Improvement (CI) Quality Use of the Terms Continual and Continuous References 6: Quality Teamwork Introduction Quality Leadership Leadership Roles in Quality Management Leadership Styles Transformational Leadership Transactional Leadership Laissez-Faire Leadership Good Leadership Qualities Impact of Leadership Styles in Quality Management Teamwork Nurses’ Leadership Skills in Healthcare Team Structure Role of Facilitators in Team Management Vision and Strategy References 7: Economics of Quality Quality – Ground Zero to the Twenty-First Century Ability to Update and Evolve Impact of Quality on Economy Correlating Quality with Economic Growth The Economics of Quality Management Economic Importance of Quality Management Why Is the Need for Quality Initiatives? Mistakes Are Costly Value System Value Normal Production Costs Extra Production Costs How Costly Is Leadership Failure? Value-Added Activities Non-value-Added Activities Value of Time Waste and Waste Reduction Managing Waste Healthcare Quality Improvement and CoQ in the USA References 8: Process Management Process Approach ISO 9001:2015 Managing the Process Process Variation Process Control Process Improvement Improvement Tools Benchmarking as Performance Improvement Tool Improvement Concepts W. Edwards Deming’s 14 Points Risk Management Survival Instinct Factor Pure and Speculative Risk Management Benefits of Integrated Quality Management Systems Financial Risk Vulnerability COVID-19 Pandemic Risk Quality Management Supply Chain Risk Management COVID-19 Assault on Quality Tools COVID-19-Imposed Quality Norms Flexible Job Option Automation and Digitization Quality Biorisk Management References 9: Dictates of Quality Implication of the Quality of Customer Satisfaction Concept Poor Product Quality Fundamentals of Quality Customer Satisfaction Customer Satisfaction from Within Customer Role in Quality Management Quality Failure Regaining Customer Confidence Customer-Supplier Relationship Role of Supplier in Customer Satisfaction Supply Chain Management Quality in Public Supply Chain Management Quality Control Requirements Integration of the Supply Chain Management Role of Supply Chain Security Management System Making Customer the King Quality Leadership Focus Purpose of the QMS Customer Feedback Customer Delight Customer Loyalty Building Customer Loyalty Guidelines for Achieving Customer Loyalty Basics of Serving Your Customer Knowing the Customer Developing the Customer Strategy Employee Education, Communication, and Empowerment Maintaining Organizational Integrity Boosting Governance with QMSs – Organizations and Public Adverse Impact of Governance Without Quality Quality Management: Panacea for Public Governance Mis-leadership in Africa Quality Management Panacea to Restoring US Election Integrity ISO Standards on Global 9-1-1 Calls References 10: People Involvement Categories of People Involvement Engagement of People Collective Responsibility Quality Team Members Quality Management Leadership Defining Leadership Fundamental Principles of Quality Leadership Leadership Selection Quality in Transition Making of Leadership in Quality Leadership/Followership Flow Handling People Human Resources Practices Job Competency and Training Technological Knowledge Update People Empowerment Sharing Responsibilities Workforce Empowerment Magnet Status and Employee Engagement Quality and Relying on People Employee Engagement Magnet Status and Employee Engagement COVID-19 Pandemic Quality Management Leadership COVID-19 Pandemic Impact Adaptability Industry 4.0, People, and Productivity Gap Corporate Productivity Gap References 11: Quality Tools and Techniques Achieving Performance Improvement Using Quality Tools Achieving Process Efficiency Definition of Processes Analyzing and Reporting Results Customer Process Employees Key Quality Tools Catalyzing Sustainability Cause and Effect Diagrams (C-E Diagram) Check Sheet Control Chart Histogram Pareto Diagram/Analysis Scatter Diagram Stratification Flowcharts Process Mapping Arrow Diagram Affinity Diagrams Tree Diagram Matrix Diagram Process Decision Program Chart Relations Diagram Root Cause Analysis Control Charts Theory of Constraints (TOC) Analysis Collectively Generating Ideas Solving Quality Problems Brainstorming Quality Circles Idea Interviewing Benchmarking Process Identifying Best-in-Market Products Challenges in Developing Economies References 12: Cost of Quality (CoQ) Counting the Costs Categorizing the Cost of Quality Minimizing the Costs Price of Quality Cost of Control (Conformance) Costs Related to the Prevention of Failure or Prevention Costs Costs Related to the System and Product Appraisal or Appraisal Costs Cost of Failure to Control (Nonconformance) Cost of Internal Quality-Related Processes or Internal Failure Costs External Failure Costs (Costs Associated with Defects Found After the Customer Has Received the Product or Service) Cost of External Quality-Related Processes or External Failure Costs Factors Influencing the Cost of Quality People Engagement Investment in Quality Project-Based Cost of Quality Extraordinary Cost of Quality (ECoQ) Unmerited Value-Added Cost CoQ in Government Establishments/Undertakings Product Safety and Liability Protection Costs Reducing the CoQ Product Recalls and Cost Implication Impact of CoQ on Organizational Management Managing the CoQ References 13: Purchasing and Supplier Roles Supply Chain Impact Elements of Purchasing Market Players Supplier Relationship Control of Supplier Movement Purchasing Information Control of Customer-Supplied Product Supplier Evaluation and Selection Verification of Purchased Product/Goods/Services Waste Reduction Foundation RFID Application in Supply Chain Management Product Packaging Product Identification and Traceability In-Transit Quality Assurance Agreement Post-COVID-19 Pandemic Supply Chain Norms Creating New Norms Reevaluating Supply Chain Strategies References 14: Customer Focus Quality Reflection Product Quality Responsibility: Who Bears the Brunt? Complacency in Quality Management Customer Concern ISO 9001 QMS Standard and Customer Focus Voice of the Customer (VOC) Product Market Dynamism Customer Satisfaction Culture Fundamental Unit of Reference and Analysis Experience of Customer/Consumer Culture Monitoring Customer Satisfaction Market Dynamism Impact of ISO 9000 Series of QMS Standards Introduction Services Quality Impact of ISO 9000 QMS International Standards on Businesses ISO 9000, the European “CE’ Trademark and International Trade Future Outlook of Quality in International Trade Avoiding Economic Marginalization with Quality Scope of Quality Management Embrace Impact of ISO 9001 QMS Certification on Developing Economies Africa’s Poor Embrace of Quality Management Poor Quality of Living Certification Agencies/Registrars Impact ISO 9000 Reviews References 15: Change Management Catalysts of Change Managing Change ISO 9001:2015 QMS and Change What Is Change Management? Why Change? Risks Associated with Change Resistance to Change Employee Predisposition to Accepting Change People Psychology in Quality Management Newton’s First Law of Motion Imperative of the Atmosphere of Trust to Change Barriers to Change Achieving the Objectives of Change Strategies for Dealing with Resistance to Change Bridging the Skills Gap Changes Resulting from Quality Improvement Impact of Interpersonal Relationship Key Considerations in Change Management Self-Assessment for Change Organizational Leaders and Managers Aligning Change with Organizational Goals/Objectives ISO 9001 Change Management Lead(er) People Involvement Sustaining the Change Preparedness to Embrace Change 23-Universal Business Improvement Guide (23-UBIG) Change Management Tool for Top Management Managing COVID-19-Induced Changes COVID-19 Pandemic Experience Mitigating COVID-19 Changes with Quality Tools ISO’s Biorisk Management Standard Post-COVID-19 Change Perspectives Risk-Based Thinking References 16: Quality Management Bi-relational Burdens of Quality Quality Management Guidelines Quality Management System Forgetting the Silent/Hidden Customers? Total Quality Management (TQM) Concept Implementing the TQM Approach Advantages of TQM References 17: Improvement Concepts Kaizen Strategy Endless Journey Application of Kaizen to Life Benefits of Kaizen Lean Manufacturing Misunderstanding Lean Manufacturing Essence of Lean JIT Inventory Approach Value Stream Mapping Waste Occurrence and Identification Process Variability Implementing Lean Lean Team Selection and Roles Roles of the Steering Team Roles of the Continuous Improvement Coordinator Process Flow Objectives of JIT Application of JIT Improvement Measures Science of Improvement Summary for Quick Checks Improvement Guidelines Improvement Planning for Competitiveness Picking Your Strategies Productivity Improvement Elements of Competitiveness Factors Affecting Productivity Scope of Conformity Assessment Key Performance Indicators (KPIs) Using KPIs KPI and Competitiveness Criteria for KPI Measuring Performance Improvement Using KPIs Advantages of Using KPIs Customer-Supplier Partnerships KPI in Government Contracts Benefits of Process/Business Improvement Quality Improvement Selecting Improvement Systems/Concepts/Strategies Using 5S Principles Some Performance Improvement Tips References 18: Quality Management System Audit Audit Concept Quality Audit Audit Participants Performance Review Defining Quality Audit Common Areas of Quality Auditing System Audit Product Audit Process Audit Quality Auditing Standards Guideline Standard Principles and Relevance of QMS Audit Ethical Considerations of Auditing Purpose of Audit Audit Classification Internal Audit or First-Party Audit Second-Party Audit Third-Party Audit Key Aspects of Audit Participants in the Audit Process Professionalism in the Auditor The Audit Cycle Step-by-Step of Auditing Authority to Audit Areas of Concern to the Auditee Achieving a Successful Audit Audit Process Process Overview Roles of Auditees and Auditors The Auditee The Auditor Roles of the Observer/Escort Planning the Audit Audit Agenda The Opening Meeting Gathering Audit Data Interviewing Employees ISO’s Process Approach and Auditing Layered Process Audit Technology and Virtual Era Auditing Conformity Assessment Audits in Trade References 19: Dynamics of Quality Redefining Quality Quality in the Digital World Wholeness of Quality Considerations Achieving Quality Outcome Quality Outcome Without Adverse Effect Mathematical Basis for Redefining Quality Redefining Quality Management Quality Momentum and Post-COVID-19 Norms Quality Mindset Quality Mindset Vacuum Governance and People Global Quality Mindset Needs Industry 4.0 SmartFactory Emergence of Industry 4.0 Smart Organizational Partnership Industry 4.0 Paradigms Industry 4.0 Digital Transformation Challenges of Industry 4.0 Key Organizational Barriers to Digital Transformation Investment Challenges of the “SmartFactory” Quality 4.0 Initiatives Aftermath of Industry 4.0 Initiative Design It Right the First Time Roles of Modern Quality Professionals Twenty-First-Century Transformational Leadership Challenges of Quality Quality Education and Research Identifying Quality Management Field/Discipline Being Born Outside of Academia Advancing Product Quality Research Mutualistic Evolution of Quality and Industrial Production Evolving the Quality Mindset Quality as a Discipline Universality of Quality Application Quality Management Initiatives in COVID-19 Response Degree in Quality References 20: Quality Outlook Sustainability Changing Faces of Quality Quality 4.0 Technologies or 4.0 Base Technologies Quality 4.0 Adapting Industry 4.0 to Quality 4.0 Initiatives Organizational Adaptivity and Agility Quality Leadership in Disruptive Environment Enabling Leadership for Organizational Adaptability Risk Management “Quality-Leading” Transitional Phases Quality Mindset to the Rescue TQM Tools in Global Healthcare Systems “Quality-Answering” COVID-19 Pandemic “9-1-1 Calls” Growing TQM in Healthcare Systems The Magnet Status Quality 4.0 Impact in Healthcare Healthcare 4.0 and 4.0 Base Technologies Growing Roles of ISO Standards in Healthcare From Quality Compliance Mentality to Performance Forefront of International Collaboration Quality Challenges in Post-COVID-19 Era Today’s QM Options Integrating Quality Management Systems/Standards Perspectives of Innovation Power of Management Innovation Business or Organizational “Excellence” Concept Uniting for Excellence Developing Grouped-Industry-Specific (GIS) QMSs Organizational Interconnectivity in Quality Management Quality and Innovation Managing Innovation TRIZ for Innovation Designing It Right, First Time; Effective QMS Auditing QMS Audit Improvement Perspectives of ISO and Quality Management Systems Future Outlook of ISO 9000 Family of International Standards Challenges in the Future Reviews of ISO 9001 QMS Standard Need for Effective Interface Management in the Implementation of QMSs Growing Quality in Academics and Research Quality Management Challenges in Manufacturing Quality Leadership in Transition Organizational Preparedness Mitigating Substandard/Fake Medicines Curing Poor-Quality Medicines Global Quality Control Initiative Twenty-First Century: “The Century of 4.0 Technologies” Quality of Remote Working Social Responsibilities and Interfaces Quality Management and Accountability COVID-19: Root-Cause Quality Management Questions! COVID-19 Responses by Relevant Entities Quality 4.0: Update, Evolution, and Research References 21: Industry 4.0: A Review From Concept to Maturity Introduction What Is in a Name—Industry 4.0 and “SmartFactory”? Principles of Developing Industry 4.0 Initiatives Core of Industry 4.0 Approach Industry 4.0 Changes and Fear of the Unknown Defining Industry 4.0 4.0 Base Technologies The Building Blocks Global Trends in 4.0 Base Technologies The “SmartWorld” Syndrome Smartening Up with Digitalization Scope of Industry 4.0 Initiatives Development Constraints and Challenges for Implementing Industry 4.0 Digital Jargon Digital Transformation in Perspective Key Concerns in Digitalization Workplace Labor and Skills Gap Realizing the “SmartFactory” Objective Organizational Digital Maturity Assessment Managing the Digitalization Change Realizing the Constancy of Change 4.0 Relationships—Industry 4.0, Quality 4.0, and 4.0 Technologies Industrial Internet of Things (IIoT) Transforming Data to Action Application of the IIoT Quality Management for the SmartFactory Benefits of Industry 4.0 Initiatives It Is All About Competition Concept of Smart Manufacturing—Theory or Reality? Industry 4.0 and Sustainability People, Planet, and Profit Supply Chain Sustainability (SCS) Is Key to Businesses Sustainability—Social and Governance Social Responsibility (GSR) Role of Agility and Collaboration in Supply Chain Management Summing Up Industry 4.0 Reviews References 22: Quality 4.0: In Review Aligning Quality 4.0 with Industry 4.0 Introduction Perception of QM Among Quality Practitioners in Digital Age What Is Different—SmartFactory and Traditional-Factory Quality Approaches Extrapolating Quality 4.0 from Traditional Quality Management Tools Anticipating Quality 4.0 Skills Challenges Defining Quality 4.0 Initiating the Digital Age Quality Aligning the Realities of the Term, “4.0” Fundamentals of Quality 4.0 Initiatives Quality Management Strategies in Digital Ecosystem Smart Approach to Quality 4.0 Principles and Practices Quality 4.0 Auditing “Smart Auditing” Customer Feedback in the Digital Age Summing Up the Review Sustainability and Quality From Quality Control to Quality 4.0 Skills and Workforce Uptraining in the Dictates of Quality 4.0 COVID-19 Pandemic—Catalyst of Digital Transformation Workforce—Impact of Digital Transformation Pathway to Quality 4.0 Gathering Digitalization Momentum Digitalization Action Guideline Quality 4.0—Grounded in Traditional Quality Practices References Glossary of Quality Management Terms Index