CWL Publishing Enterprises Quality Resources Page Featuring: Overview of The Quality Yearbook Link to Other books on quality by John Woods and Jim Cortada Link to Quotes on Quality Link to quality Web sites and discussion lists Links to Woods and Cortada articles on quality management The Quality Yearbook, 1998 Edited by James W. Cortada and John A. Woods McGraw-Hill The Quality Yearbook, 1998 Edition is the fifth anniversary edition of the standard reference to what's going on in the practice of quality management. The Quality Yearbook is an annual 800-page anthology and reference for people who want to keep up to date with the whats and hows of this approach to managing. In this edition, you'll find over 70 articles, both original and reprints from many sources covering every aspect of quality management from culture and leadership to process management and measurement to ISO 9000. Each edition also includes a reference section with lots of information for finding out more. In the table of contents just below, the green dot () indicates an original article written for The Quality Yearbook. CWL Publishing Enterprises is responsible for all production work on The Quality Yearbook. This 800 page book goes from manuscript to final pages ready for printing in 8 weeks. TABLE OF CONTENTS PART ONE. BACKGROUND FOR QUALITY The Story Behind the Book: Using Quality Practices to Create The Quality Yearbook, James W. Cortada and John A. Woods Classics in Quality Co-ordination, Mary Parker Follett Hands On, Value Driven, Thomas J. Peters and Robert H. Waterman Quality Perspectives Reflections About a Most Unforgettable Person: W. Edwards Deming (1900-1993), Peter B. Petersen Reflections on the Current State of Quality Improvement Initiatives in the U.S., Robert E. Cole PART TWO. QUALITY BY INDUSTRY MANUFACTURING SECTOR The Second Generation of Quality: Global Supply Chain Integration in Japan and the U.S., Aleda V. Roth Quality at the Top, William A. Levinson Mastering the Quality Staircase, Step by Step, Kee Young Kim, Jeffrey G. Miller, and Janelle Heineke Kaizen Makes Dollars & Sense for Mercedes-Benz in Brazil, Mark Oakeson SERVICES SECTOR Achieving Excellence, Eberhard Scheuing Managing Our Way to Higher Service-Sector Productivity, Michael van Biema and Bruce Greenwald The Agility Revolution, Carl Beidleman and Manash Ray Fulfilling the Strategic Promise of Shared Services, Leland I. Forst Expanding the Customer Care Frontier, Wayne R. Wilhelm and Bill Rossello PUBLIC SECTOR Government Reflections on the Implementation of TQM in Government, James S. Bowman Four More Years of Reinventing Government, Brad Stratton Communities as Systems, Peter R. Scholtes Health Care A Benchmarker's Benchmark, Rhoda Weiss Health Care Organizations Can Learn From the Experiences of Others, Nada R. Sanders Quality Comes Under Scrutiny, Kevin M. Smith and Michael D. Maniccia Higher Education Market Forces Driving Change in Higher Education, Julie Horine Using the Baldrige Award Criteria in College Classrooms, Michael Ensby and Farzad Mahmoodi Education K-12 Transforming Education Systemically, Julie Horine Eight Reasons Why TQM Can't Work, Alan Blankstein Customer Feedback From the Classroom, Sharron Walker PART THREE. IMPLEMENTING QUALITY QUALITY TRANSFORMATION Planning Strategic Planning Is Back, Patricia A. Galagan Strategic Planning with the Hoshin Process, David A. Kenyon Leadership Make It Simple! How Simplicity Could Become Your Ultimate Strategy, Bill Jensen When It Comes to Real Change, Too Much Objectivity May Be Fatal to the Process, David K. Hurst Cultural Transformation The Six Values of a Quality Culture, John A. Woods Culture-Change Lessons, John H. Sheridan Conceptual Reengineering at Nissan, Robert J. Thomas How to Manage Key Business Processes, Rico Yingling Knowledge Management Spotlight on Knowledge Management: Developing a Strategy to Improve Organizational Effectiveness, Eric Lesser and Laurence Prusak Knowledge Managers Guide Information Seekers, Ruth L. Williams and Wendi R. Bukowitz Demystifying Business Intelligence, Kenneth A. Sawka Voice of the Customer Building Customer and Shareholder Value, Alan S. Cleland and Albert V. Bruno A New Twist to a Quality Classic, Michael Sackmary A Study of "Best" Versus "Average" Buyer-Seller Relationships, Dorothy A. Paun Teams and Teamwork Compensating Teams, Perry Pascarella Does One Reward Fit All? Bob Nelson Systems Thinking/Learning Organizations Infrastructure for a Learning Organization, Peter M. Senge Managing an Organization as a System, Alan P. Brache and Geary A. Rummler Communication Cascading Communications Creates Momentum for Change, Cheryl Wild, Nicholas Horney, and Richard Koonce Is Empowerment Just a Fad? Control, Decision Making, and IT, Thomas W. Malone QUALITY TOOLS AND TECHNIQUES Process Reengineering Re-engineering Our Quality Initiatives at Cargill, Inc., Phil Forvé, Fred Baumer, and Kevin Crowley Anatomy of a Turnaround, Charles M. Bokman Process Management and Measurement Mistake-Proofing: Process Improvement Through Innovative Inspection Techniques, John Grout A Framework for Process Effectiveness Measures, Michael N. King and Teresa Dickinson COQ Systems: The Right Stuff, Dean L. Bottorff The Value-Added Ratio, Patrick Shannon Cause-and-Effect Diagrams Alone Don't Tell the Whole Story, Ronald E. Turner Managing Complexity, David Kerridge and Sarah Kerridge Make Customer Service Analyses a Little Easier With the PGCV Index, Willard C. Hom FUNCTIONAL PROCESSES Suppliers and Purchasing The Bullwhip Effect in Supply Management, Hau L. Lee, V. Padmanabhan, and Seungjin Whang What's Wrong With Supply Chain Management? Robert M. Monczka and Jim Morgan Information Supply Chain: Build Systems to Meet Needs, Richard L. Dawe, Dale S. Rogers, and R.J. Leep Purchasing Rebuilds to Battle Poor Quality, Tim Minahan Logistics The Cost of Failure, Robert J. Bowman Logistical Thinking, Sam Tulip The Lessons of Honeywell, Robert J. Bowman Information Technology and Management IT Strategies for Profitably Providing High-Level Customer Service, Jan Hopland Integrated Operations: Getting the Big Picture, Nick Wreden Accounting/Finance Measuring Change at Conair-Franklin, Jack Downie anmd Gail Pastoria ABM Lifts Bank's Bottom Line, Robert B. Sweeney and James W. Mays Product Development Facilitating Global Organizational Learning in Product Development at Whirlpool Corporation, Deborah Duarte and Nancy Snyder How Hewlett-Packard Runs Its Printer Division, Lawrence M. Fisher Have You Looked at Your New Product Development Environment Lately? Philip H. Francis and John R. Greenwald Human Resources Involving Temporary Workers in Process Improvement Activities, John J. Lawrence Study Clarifies Job-rotation Benefits, Lisa Cheraskin and Michael A. Campion An Incentive Compensation Plan With an Eye on Quality, Robert H. Kluge STANDARDS AND ASSESSMENTS ISO 9000 Coping with ISO 9000 and QS-9000 in Transition, Amy Zuckerman 12 Rules to Make Your ISO 9000 Documentation Simple and Easy to Use, C.W. Russ Russo Rockwell Leverages ISO 14000 and ISO 9000 Management Systems, Annette Dennis McCully Achieving Peak to Peak Performance Using QS 9000, John Brown Baldrige Criteria/Quality Audits Baldrige Award Celebrates Its 10th Birthday With a New Look, Karen Bemowski How to Use a Values Audit, David Trickett Integrated Performance Measurement Systems: An Audit and Development Guide, Umit S. Bititci, Allan S. Carrie, and Liam McDevitt PART FOUR. QUALITY REFERENCES Annotated Bibliography of Quality Books and Articles Quality Resources On-line '98 Directory of Magazines, Journals, and Newsletters that Cover Quality A Quality Management Tools Library Why Best Practices? The Shortcut to Productivity and Results, James W. Cortada Quotes on Quality 1997 Baldrige Award Winners Would you like to order a copy of The 1998 Quality Yearbook? Go here If you are interested in the effective management practices that TQM is all about, here are some other books by John Woods and Jim Cortada to check out: The 1998 ASTD Training and Performance Yearbook QualiTrends: 7 Quality Secrets that Will Change Your Life The McGraw-Hill Encyclopedia of Quality Terms and Concepts Supervision (a new college text with the theme of the "systems view" of organizations) TQM for Information Systems Management TQM for Sales and Marketing Management Ten Minute Guide to Teams and Teamwork Best Practices in Customer Service In The Quality Yearbook, we have recommended many different books useful in learning more about the theory and practice of managing for quality. To find out more, visit our virtual bookstore, where you can learn more about these books and where you can purchase them from the Amazon.com online bookstore. Every year in The Quality Yearbook, we include a section on quotes from many sources related, directly or indirectly, to many different aspects of managing and leading for quality. Click here for Quotes on Quality. Links to Quality Management and Training Web Sites and Discussion Lists (lots of sites and lists pertaining to enlightened management and effective training) Articles on quality management issues from John Woods and Jim Cortada: The Six Values of a Quality Culture (an overview of the values consistent with the systems view of organizations and necessary to successfully implement quality management practices) Paradigms, Systems, and TQM (an insightful article on why the practices of quality management will always yield the best results for any organization) Why Best Practices: The Shortcut to Productivity and Results (how to identify and use best practices to quickly improve performance) CWL Publishing Enterprises 3010 Irvington Way Madison, WI 53713-3414 Phone: 608 273-3710 Fax: 608 274-4554 Comments, questions, suggestions? E-Mail CWLPubEnt@execpc.com Return to the CWL Publishing Enterprises Homepage