Quality Planning and Assurance : Principles, Approaches, and Methods for Product and Service Development

Intro -- Title page -- Copyright -- Forewords -- Foreword -- Preface -- Acknowledgments -- About the Author -- 1 Introduction to Quality Planning -- 1.1 Quality Definitions -- 1.1.1 Meaning of Quality -- 1.1.2 End-customer Centricity -- 1.1.3 Dimensions of Product and Service Quality -- 1.1.4 Discussion of Service Quality -- 1.2 Quality System -- 1.2.1 Quality Management System -- 1.2.2 Discussion of QMS -- 1.2.3 Quality Target Setting -- 1.2.4 Cost of Quality -- 1.3 Quality Planning -- 1.3.1 Planning Process Overview -- 1.3.2 Considerations in Quality Planning -- 1.3.3 Quality-planning Guideline (APQP) -- 1.3.4 Service Quality Planning -- Summary -- Exercises -- References -- 2 Strategy Development for Quality -- 2.1 Strategic Management -- 2.1.1 Overview of Strategic Management -- 2.1.2 Hoshin Planning Management -- 2.1.3 Implementation Considerations -- 2.2 Risk Management and Analysis -- 2.2.1 Risk Management Overview -- 2.2.2 Risks and Treatments -- 2.2.3 Risk Evaluation -- 2.2.4 Event Tree, Fault Tree, and Bowtie Analysis -- 2.3 Pull and Push Strategies -- 2.3.1 Pull or Push -- 2.3.2 Innovation-push -- 2.3.3 Challenges to Pull and Push -- Summary -- Exercises -- References -- 3 Customer-centric Planning -- 3.1 Goal: Design for Customer -- 3.1.1 Customer-driven Development -- 3.1.2 Product/Process Characteristics -- 3.2 Quality Category to Customer -- 3.2.1 Must-be Quality and Attractive Quality -- 3.2.2 Kano Model -- 3.3 Quality Function Deployment -- 3.3.1 Principle of QFD -- 3.3.2 QFD Applications -- 3.3.3 More Discussion of QFD -- 3.4 Affective Engineering -- 3.4.1 Introduction to Affective Engineering -- 3.4.2 Discussion of AE -- 3.4.3 Applications of AE -- Summary -- Exercises -- References -- 4 Quality Assurance by Design -- 4.1 Design Review Process -- 4.1.1 Introduction to Design Review -- 4.1.2 Design Review Based on Failure Mode.