Quality From Customer Needs to Customer Satisfaction

Bo Bergman and Bengt Klefsjö, Studentlitteratur AB, 2010, 608 pp., $54.95 (book).

This book offers a different perspective on the evolution of quality. While most books draw their examples from the growth of the quality movement in the United States and Japan, this book provides a broader international view.

While still recognizing the contributions of American and Japanese quality leaders, the authors also use European examples to illustrate their concepts. This strengthens the idea that quality concepts have universal applicability.

Bergman and Klefsjö describe the application of quality tools at all stages—from the identification of customer needs through design and manufacturing to the determination of customer satisfaction with the delivered product.

The authors cover a broad spectrum of material without going into great detail on any topic. They address the quantitative aspects—such as statistical methods— and the more qualitative aspects—such as leadership, quality management systems and quality award programs. Each chapter concludes with a "notes and references" section with resources for further study.

There are alternative texts available for the in-depth study of individual tools or areas of study in the field of quality. But, this book is a useful textbook or general reference for anyone wanting a macro view of the application of quality concepts and tools. It provides the reader with an appreciation of the role of quality processes across the entire product life cycle.

Rich Anderson
Tucson, AZ

Mastering Lean Product Development

Ronald Mascitelli, Technology Perspectives, 2011, 323 pp., $49.95 (book).

The author has developed a coherent framework for lean product development by incorporating the knowledge gained from writing other books in the lean product development series, as well as information from the software community and writings on the Toyota Production System (TPS). Ultimately, this book serves as a manual for teaching TPS.

The book starts by covering portfolio development, assessment of development resource capacity, the development process and the visual management of projects. It then covers the sequence of events constituting the product development process.

Each event—such as market requirements, project planning and risk management, learning cycle, and design review and freeze—is dealt with in significant detail. Additionally, it discusses some of the possible pitfalls that can occur during each event and between events, which is helpful to someone trying this for the first time.

The book’s major strength is the detail of the events and how they relate to one another in the product development process. The book is practical and can be used in any industry where products are developed. Overall, this is a very good book for anyone who is interested in implementing a lean product development system.

Brian Cocolicchio
New City, NY

Office Kaizen 2

William Lareau, ASQ Quality Press, 2011, 376 pp., $36 member, $60 list (book).

Office kaizen is the application of kaizen and related practices to nonmanufacturing processes. This book expands on the concept of using lean and related techniques, which were introduced in Lareau’s Office Kaizen: Transforming Office Operations into a Strategic Competitive Advantage (ASQ Quality Press, 2002) to make improvements in areas outside the shop floor.

The same problem-solving tools and methods typically employed within manufacturing do not necessarily transfer easily to the nonmanufacturing environment. Here, the focus is on guidelines for methods and tools application, leading to beneficial cultural modification within the office.

This book is divided into four sections: an overview, basic tools and methodology, detailed planning for continual improvement events and processes, and structures and leadership requirements for success. Lareau provides detailed directions for choosing and using the most appropriate means and methods to achieve improvement.

Each transformation activity is examined and highlighted using interesting relationship discovery tools, such as responsible, accountable, consulted and informed charts, and communication diagrams. All exercises lead to constructing a value stream map specifically representing the nonmanufacturing system under review.

This book made me look differently at process relationships and processes. The author provides a systematic discussion with orderly, organized plans for why, how and when to use these techniques to achieve meaningful and lasting change.

If you need to redesign your nonmanufacturing processes to remove waste, this is definitely the book to consult.

Marc A. Feldman
Solvay Chemicals

The Power of Deduction

Michael A. Anleitner, ASQ Quality Press, 2011, 208 pp., $42 member, $70 list (book).

The author has many years of experience in developing design failure modes and effects analysis (DFMEA) as a practitioner, consultant and teacher. Over this time frame he has developed a simple, yet rigorous process, and numerous tools and tips, which are the subject of this book. This book delivers the techniques and principles necessary to achieve a meaningful and technically sound DFMEA.      

The book starts with the concept and development of FEMA and looks at the common approaches and problems, including forcing DFMEA without supporting the method, form mentality, blaming manufacturing and after-the-fact detection.

The book then devotes a chapter to the right way to use DFMEA. This includes basic methods and lessons learned from the Apollo I fire and aftermath. The meat of the book is in chapters three through nine. Each chapter is devoted to a step in the development of a DFMEA.

This book is easy to read and follows a logical sequence in developing the topic material. Numerous examples are provided, mostly from the automotive world, along with many figures, tools and techniques from real world experience. The book includes an index that makes it a great reference tool.

Engineering and quality professionals will find this book a valuable resource. Anyone from novices to experienced professionals will find important nuggets of information, tools and techniques. With increasing interest in risk management and quality standards, the DFMEA process is certainly an asset.

Bryan Ruggles
The Boeing Co.
Colorado Springs, CO

Recent Releases

Using ISO 9001 in Healthcare
James M. Levett, MD and Robert G. Burney, MD, ASQ Quality Press, 2011, 144 pp., $24 member, $40 list (book).

Streamlined Process Improvement
H. James Harrington, McGraw-Hill, 2011, 432 pp., $40 (book).

The Power of Leo
Subir Chowdhury, McGraw-Hill, 2011, 256 pp., $28 (book).

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