Roger Timings and Mike Tooley, Newnes, 225 Wildwood Ave., Woburn, MA 01801-2041, 2001, 311 pp., $28.95 (book).
Basic Manufacturing, second edition, emphasizes the application of technology in manufacturing. Case studies introduce the reader to real-life situations to enhance his or her understanding of a variety of applications of technology.
The reader then ventures into the process of originating product proposals from a design brief, even learning how to present a proposal. Numerous examples and diagrams amplify the text.
The application of quality assurance to manufactured products highlights the principles, practices and tools of quality control, including extensive coverage of testing.
The text is liberally sprinkled with study assignments and short quizzes. Except for the minor problem of translating a few United Kingdom terms to American English, this book could serve as a primer for persons seeking a basic understanding of manufacturing. It appears more suited to an academic environment, but could be useful to an individual transitioning from a service oriented work environment to manufacturing.
R.T. Westcott and Associates
Old Saybrook, CT
Developing and Managing Engineering Procedures and Concepts
Phillip A. Cloud, William Andrew Publishing, 13 Eaton Ave., Norwich, NY 13815-1709, 2001, 182 pp., $75 (book).
The purpose of this book is to provide guidelines and templates for writing and producing engineering procedures that could be used to satisfy the requirements of ISO 9000:2000. The book details how the procedures should be formatted and provides guidance on document control, as well as policies for both written and electronic media.
The book also discusses writing techniques and style and provides tips on how to make the procedures user-friendly. There are guidelines on configuration change control and how a review board operates.
It is well-written and easy to understand. Procedures provided as examples are clear and concise. There are 25 procedures and five forms generic enough to be used with little modification. Care must be taken so the procedures are properly tailored to meet the organization's specific needs. While the author implies caution about cutting and pasting words, I think this should get even more emphasis as it is tempting to use shortcuts to make the procedures work for a given organization.
I would recommend this book to any company that is trying to get its engineering documentation organized and compliant to ISO 9000:2000. The book serves as a good reference and a standardized method for procedure development. It takes a lot of the pain out of starting from scratch.
Key Account Management And Planning
Noel Capon, Free Press, 1230 Avenue of the
New York, NY 10020, 2001, 180 pp., $45 (book).
Noel Capon has developed the authoritative handbook on key account management. From the initial precept that securing and retaining customers is an important element in increasing shareholder value to new strategies for a company's sales force, this book offers a step-by-step guide to implementing a key account program.
The book is divided into three basic segments: formulation of strategy, organization and human relation issues.
Capon presents his ideas and backs them up with one practical example after another. These are real-life examples cited from companies readers will recognize. The concept of global key account management is addressed in depth, with recognition given to the increasing importance globalization plays in the success of a corporation.
This book is well-written, timely and accurate. The step-by-step approach simplifies implementation, and the large number of exercises at the end provide further guidance.
This is an entertaining book with a lot of substance. It's a must read for anyone interested in improving the bottom line.
James F. Jaquess
Basic Metrology For ISO 9000 Certification
G.M.S. de Silva, Butterworth-Heinemann, 225 Wildwood Ave., Woburn, MA 01801-2041, 2002, 214 pp., $44.99 (book).
In Basic Metrology for ISO 9000 Certification, the author covers the fundamentals of general measurement and then proceeds to further look at measuring linear and angular values, mass, pressure, force, temperature and electrical quantities.
The main weakness in this book results from the misleading title. I presumed there would be reference to and discussion of the ISO 9001:2000 standard. I was looking for guidance on what quantities to measure (such as complaints and customer satisfaction) to meet the new requirements in ISO 9001:2000. This book does not pertain to that. The coverage is limited to brief references to the standard's requirements for identification of physical parameters (of product or tools) to be measured, measurement capability, calibration and documentation. Information on chemical measurements is also not included.
The book's main strength is its methodical
coverage of generic techniques and instruments used by industry to make
necessary measurements. The discussion of each
parameter includes an introduction, the appropriateness of tools, standards and calibration. Each chapter includes a brief, but complete bibliography.
This book will be appreciated by anyone responsible for maintaining measurement tools and their calibrations. Veteran and novice metrologists will value the concise summaries and ease of setting up a calibration program based on the advice provided.
Marc A. Feldman
Jane Henry, ed., Sage Publications, 2455 Teller Ave., Thousand Oaks, CA 91320, 2001, 315 pp., $31 (book).
Creative Management, second edition, is a mixture of theoretical, practical and instructional articles in which Jane Henry presents a challenging compilation of references for people in quality. The book focuses on the processes that underpin creative management.
Total quality management (TQM) implementers will find of particular interest the article on whether or not TQM is just another passing fad.
Several authors cite the danger of bureaucratizing the improvement process to the extent of quelling voices for change and innovation.
The overall assemblage of articles is divided into three categories: perception, which embodies creativity, cognition and perception; style, which treats emotion and learning; and development, where culture, responsibility and sustainability are discussed.
This book is a provocative treatment of creative management.
William F. Foster
Janine Waclawski and Allan H. Church, eds., Jossey-Bass, 989 Market St., San Francisco, CA 94103, 2002, 352 pp., $47 (book).
Organizational Development: A Data Driven Approach to Organizational Change focuses on the main themes and practices in organizational development (OD). Its subtitle is a confusing distraction. Data in OD are different from what most quality professionals would consider hard data.
The chapters of the book are written by well-qualified professors or consultants in OD, making this a respectable work. It would be easy for such a book to be dry, academic and disjointed.
The best way to understand the book is as an authoritative introduction to the subject of OD. For those unfamiliar with the subject, OD is described as "change and consultancy from the HR viewpoint." The book covers such methods as 360-degree feedback, personality assessment, surveys, focus groups, process consultation, appreciative inquiry and large-scale change methods.
It provides both practical tips and theoretical underpinnings to enable you to dig further into the subject.
Organizational Development admirably meets its goals.
The Change Agent's Guide To Radical Improvement
Ken Miller, ASQ Quality Press, 600 N. Plankinton
Ave., Milwaukee, WI 53203, 2002, 300 pp., $36 members,
$45 list (book).
The strength of this book lies in chapters one and eight. These two chapters discuss the critical steps of diagnosis (chapter one) and creating buy-in (chapter eight) in detail to help assure success.
Many of us know well how to solve problems
and improve processes but may be lacking in abilities to help the organization
pick the right things to work on, select team
members and help teams through the implementation process.
The book reinforces that to be a good change agent, one must be passionate, seek knowledge, have access to power, and be respected by the organization. It identifies four main change processes: customer satisfaction, process improvement, problem solving and planning. Tools are identified for each process with examples, action steps for teams and checklists.
This book provides readers with a wealth of profound knowledge about change agent tools and skills. Equally important, the readers will understand resistance to change and learn tactics for reducing resistance and introducing innovation.
John J. Lanczycki Jr.
Make No Mistake
C. Martin Hinckley, Productivity Press, 541 NE 20th Ave., Suite 108, Portland, OR 97232, 2001, 400 pp., $75 (book).
Make No Mistake: An Outcome-Based Approach to Mistake Proofing provides a structured approach to mistake proofing that allows individuals to rapidly classify mistakes, identify examples and understand mistake proofing principles. The user can then develop a variety of concepts for each problem, creating a matrix for comparison to readily identify those concepts that are potentially most effective.
The author also addresses why mistake proofing efforts often fail or are not as effective as they could be. Fundamental issues are addressed including:
Why mistake proofing is essential and must be extensive.
How effective mistake proofing is in improving productivity and eliminating waste.
What mistake proofing methods are most effective.
How the culture must be changed to
facilitate mistake proofing.
The book is well-written and organized. It has an extensive appendix and index.
Hinckley's book will be useful to anyone concerned with improving customer satisfaction through elimination of mistakes. The book is organized in such a manner that even a novice at mistake proofing can quickly learn and adopt the techniques described. This book is a must for any quality professional concerned with producing defect-free products and services.
Design for Six Sigma: Launching New Products and Services Without Failure, Geoff Tennant, Gower Publishing, 131 Main St., Burlington, VT 05401-5600, 2002, 195 pp., $84.95 (book).
Design for Six Sigma: The Revolutionary Process for Achieving Extraordinary Profits, Subir Chowd-hury, Dearborn Trade Publishing, 155 N. Wacker Dr., Chicago, IL 60606-1719, 2002, 208 pp., $29.95 (book).
Engineering Maintenance: A Modern Approach, B.S. Dhillon, CRC Press, 2000 N.W. Corporate Blvd., Boca Raton, FL 33431, 2002, 240 pp., $99.95 (book).
Insights to Performance Excellence 2002: An Inside Look at the 2002 Baldrige Award Criteria, Mark L. Blazey, ASQ Quality Press, 600 N. Plankinton Ave., Milwaukee, WI 53203, 2002, 336 pp., $38 member, $47.50 list (book).
Lean Enterprise: A Synergistic Approach to Minimizing Waste, William A. Levinson and Raymond A. Rerick, ASQ Quality Press, 600 N. Plankinton Ave., Milwaukee, WI 53203, 2002, 225 pp., $28 member, $35 list (book).