Quality Forum 1993: Vol 19 Index

3 Pages·1993·0.93 MB·English

INDEX TO VOLUME 19
Author Index
ALLISTON, K., paper on ‘Quality in the financial ser- LIM, T. E., paper on ‘Quality costs: not a good descrip-
vices industry: adopting an integrated approach’, 196 tion’, 67
ALLMEY, D. J., paper on ‘Quality in financial services’, LOW, S. P., paper on ‘The practice of quality and quality
187 assurance in the Singapore construction industry’, 40
AL-SALTI, M., paper on ‘Practical implementation of LYNCH, J. J., paper on “Total quality banking’, 183
statistical process control (SPC) in small-batch produc-
tion of large pistons’, 30 MAZHARSOLOOK, E., paper on ‘Optimised selective
ANSELL, A. E., paper on ‘Applying BS 5750 to the assembly using model-based quality control’, 20
financial services industry: 12 steps to a successful McBRIDE, P.S., paper on ‘Shorts total quality pro-
assessment’, 176 gramme: quality management in practice’, 99
ANSELL, M., paper on ‘The no calculations control MILLER, K. G., paper on ‘Quality accounting: the appli-
chart’, 127 cation of BS 5750 in a major firm of chartered
accountants’, 206
BLUCK, A. S., paper on ‘The quality audit process’, 116 MORRISON, C., paper on ‘Directional well planning in
the oil and gas industry to quality standard /SO 9001’,
CANDLIN, D. B., paper on ‘Introducing TQM in a ser- 81
vice industry’, 132
CHANG, Z. Y., paper on ‘A TQC system for sales opera- OBRAY, C., paper on ‘Quality improvement through sta-
tions in the electronics industry’, 160 tistical process control’, 10; paper on ‘Process
capability for manufacturing processes’, 147
DAVIS, E. J., paper on ‘Quality improvement through ORCHARD, A., paper on ‘V-TEM: the quest for opera-
statistical process control’, 10; paper on ‘Process capa- tional excellence’, 103
bility for manufacturing processes’, 147 @VRETVEIT, J. A., paper on ‘Auditing for service
DAY, P. J., paper on ‘Introducing TQM in a service quality: towards service partnership contracting’, 4
industry’, 132
DUPLOCK, P. A., paper on ‘Under the umbrella of
PATEL, B. M., paper on ‘Quality and productivity
quality’, 210
improvement through effective management of control
charts and analysis of statistical data’, 71
FERNANDEZ, R. L., paper on ‘Directional well plan-
ning in the oil and gas industry to quality standard /SO
ROBINSON, D. C., paper on ‘Optimised selective
9001’, 81
assembly using model-based quality control’, 20
FREEMAN, J. M., paper on ‘Simulation for quality
improvement’, 155
SCOTT, G. F., paper on ‘Quality improvement through
statistical process control’, 10; paper on ‘Process capa-
GADSDON, J., paper on ‘An analysis of the effectiveness
bility for manufacturing processes’, 147
of the implementation of quality management systems
SHERRATT, D., paper on ‘Problem-solving using simple
in vendors supplying the oil and gas industry’, 16
Statistical analysis: a case study’, 60
GOH, K. H., paper on ‘The practice of quality and quality
SMITH, J., paper on ‘Quality complaints lead to quality
assurance in the Singapore construction industry’, 40
customers’, 201
GRAHAM, R. I., paper on ‘A method for the analysis of
SOHRAB, paper on ‘ISO 9000: a prerequisite for product
discrepancies’, 46
certification’, 143
STATHAM, A., paper on ‘Practical implementation of
HARMER, K.., paper on ‘Total quality management ini-
statistical process control (SPC) in small-batch produc-
tiative at BCO’, 192
tion of large pistons’, 30
STEPHENSON, A. R., paper on ‘Quality costs: not a
JOHNSTONE, J. A., paper on ‘Directional well planning
good description’, 67
in the oil and gas industry to quality standard /SO
9001", 81
JONES, R., paper on ‘The no calculations control chart’, TANNER, S. J., paper on ‘Quality in the financial ser-
127 vices industry: adopting an integrated approach’, 196
KATTAN, M. R., paper on ‘Statistical process control in WARNER, F., paper on ‘Quality and risk’, 93
ship production’, 88
YEONG, W. Y., paper on ‘A TQC system for sales oper-
LEWIS, E., paper on ‘Measurement system uncertainty’, 26 ations in the electronics industry’, 160
QUALITY FORUM Volume 19 Number4 December 1993
Subject Index
ABC analysis 50 Customer care transformers 184
Accountancy, BS 5750 registration in 206 Customer-oriented approach
ACORN 201 in medical equipment manufacture 105
Added value concept 68 in the financial services industry 188, 198, 201,212
Audit for BS 5750 registration 116, 181, 182, 207, 208 See also Customer care transformers
See also ISO 9000 Survey
Service quality, auditing for
Data base design, for quality audit 118
Automation of auditing process 116
Data collection for SPC 11
Aviation industry, TQM in 99
Data protection 85
Death, risk of 95
Banking
Definitions
BS 5750 registration in 176
and terms used in SPC 79
TQM in 183
of ‘accuracy’ and ‘precision’ 27
Bath taps, quality control of 60
of levels of capability indices 148
Benchmarking, in medical equipment manufacture 108
of merging equations 88
British Quality Award case histories
of quality and quality control 155, 160, 161
aviation industry 99
of quality in building 40
medical equipment manufacture 103
of quality in the financial services industry 188, 194
Brunel Service Model 6
of risk-related terms 93
BS 4778, Section2 93
of variables and attributes 71, 160
BS 5750
Design control in directional well planning 83
analysis of noncompliance reports raised on suppli-
Directional well planning in the oil and gas industry to
ers to the gas and oil industry 16
ISO 9001 81
automation of auditing for 116
Document control, in the financial services industry 209
compared with other quality award frameworks for
the service industries 4 Economic risk, concept and terms 94
registration to, in the financial services industry Electricity company, TQM in 132
176, 193, 196, 198, 206 Electronics company, sales operations in 160
See also /SO 9000 EN 29000 145. See also BS 5750
BS 7850 94 ISO 9000
Building society, customer satisfaction in 201 Environment, hazard and risk to 94
European Community
Capability indices adoption of JSO 9000 145
calculation of 75 legislation on risk-reduction 97
confidence intervals of 152 European Foundation for Quality Management (EFQM)
definitions of 80, 148 Award 6
See also Control charts TQM model 199, 205
Statistical process control
Case study, as a research method 160 Financial services industry
CATs and Kittens 105 BS 5750 registration 176, 193, 196, 198, 206
Communication building society, improved customer satisfaction in 201
improved, in the financial services industry 190 quality improvement in in-store credit card facilities
improved, through /SO 900/ quality system 86 187
Complaints as useful feedback 189, 203 quality improvement in life/pensions business 196, 210
Computer-based quality control, through regression TQM in banking 183, 192
modelling 20
Gas and oil industry. See under Oil and gas industry
Computer-integrated manufacturing (CIM), SPC for 13 Gaussian distribution curve 73
Computer operations (banking), BS 5750 certification of
192 Hazards
Construction industry (Singapore), QA in 40 definitions of 93
Control charts man-made, risk of death from 96
and analysis of statistical data, effective management to the environment 94
of 7) Healthcare awards and accreditation, comparison of 8
designof 10 Hydraulic valve manufacture 20
‘no calculations’ chart 127
IEC certification systems 145
simulation game package, for training in use of 155
ISO 9000
standardised MA & MR group control charts 35
analysis of discrepancies raised against 46
See also Capability indices
as a basis for product certification 143
Statistical process control
See also BS 5750
Corrective action loop 181
ISO 9001, application to directional well planning 81
Cost/benefit analysis and regulations on risk-reduction 96
Cost reduction Lead generation process, for sales operations 161, 162
and measurement system variation 27 Life assurance/pensions business, quality improvement in
in the financial services industry 198, 211 196, 210
through model-based quality control 20 Malcolm Baldrige National Quality Award 5, 104
See also Economic risk, concept and terms ers
Quality costs training of, for quality improvement in the financial
Credit cards, in-store, quality improvement in 187 services industry 211
214 QUALITY FORUM Volume 19 Number4 December 1993
value of process performance measures to 153 reduction of risks in contracting 6
See also Total quality management See also SERVQUAL model
Measurement system uncertainty 26 SERVQUAL model for measuring service quality 133
Measures of quality improvement in the financial services See also Measures of quality improvement in the
industry 178, 184, 191,200 financial services industry
Medical equipment manufacture, TQM in 103 Ship production, SPC in 88
Merging equations Simulation game package (SQCCHART) for training in
development of 88 use of statistical quality control charts 155
results of 90 Singapore construction industry,OA in 40
Model-based quality control, in valve manufacture 20 Skewed distributions 127, 130
Motivation Small-batch production, SPC in 13, 30
and empowerment 108, 138, 141, 185 Statistical analysis
for BS 5750 registration in the financial services industry based on correct choice of control charts 71
182, 193, 199 simple, for problem-solving 60
in the financial services industry 185, 189, 195,212 Statistical process control
through publicity 102 in ship production 88
See also Teambuilding practical implementation of, in small-batch production
Training 30
Moving average and moving range (MA & MR) group process capability indices for 147
control charts, standardised 35 quality improvement through 10
terms and definitions used in 79
No calculations control chart, the 127 See also Capability indices
Nonconformance reports (NCRs) raised on vendors to the Control charts
oil and gas industry 16 Statistical quality control charts, simulation game package
Normal distribution curve 73 for training in = 155
Suggestion scheme 190
Oil and gas industry Suppliers
directional well planning in 81 application of BS 5750 to, in the financial services
effectiveness of QMS in vendors to 16 industry 180,209
Oracle forms, use of, for automated quality audit 119, to a computer operations company, TQM of 194
124 to a medical equipment manufacturer, TQM of 106
to the oil and gas industry, QMS in 16
Pareto analysis 47,77 See also Service quality, auditing for
Pensions. See under Financial services industry Survey
Pistons, small-batch production of 30 of attitudes to QA in the Singapore construction industry
Process capability. See under Capability indices 41
Control charts of complaining customers in the financial services
Statistical process control industry 203
Process improvement in the financial services industry of customer and staff attitudes in an electricity
189 company 132
Project team approach to quality improvement 105 of customer satisfaction in the financial services industry
189, 194, 200, 208, 212
Quality audit. See under Audit of staff attitudes 106, 189, 190, 193
Quality awareness. See under Motivation of time spent on quality/BS 5750 182
Teambuilding
Training Team briefing, concept of 103
Quality Centre, benefits of 100 Teambuilding 86, 105. See also Motivation
Quality circles 42,202 Training
Quality costs Total quality control system for sales operations 160
added value concept 68 Total quality management
difficulties of data collection and analysis 67 EFQM model for 199, 205
See also Cost reduction in an electricity company 132
Economic risk, concept and terms in medical equipment manufacture 103
Quality gaps (SERVQUAL model) 133 in the aviation industry 99
Quality improvement teams in the financial services in the financial services industry 183, 192, 196
industry 192 selecting an appropriate tool/technique for 94
Quality management systems, effectiveness of, in vendors Training
to the oil and gas industry 16 Award, National 199
QUASCO 16, 19 for TQM 101, 103, 197
Questionnaires. See under Survey in the financial services industry 178, 190, 197, 202,
208, 211
Rework in ship production, SPC for control of 88 in understanding of SO 900] 86
Risk and quality 93 in use of SQC charts, simulation game package for 155
Root cause and effect analysis, basic steps for 77 See also Motivation
Teambuilding
Safety, concept andterms 94
‘Sales funnel’ approach 161, 162 Upward feedback 190
Sales operations, a TQC system for 160 USANQA. See under Malcolm Baldrige
Sampling 11. See also Control charts
Selective assembly using model-based quality control 20 Valve manufacture 20
Service quality, auditing for Variation in measuring systems 26
auditing frameworks 5 Vendors. See under Suppliers
predicting and measuring service quality 4 Visual assessment of attributes 63
QUALITY FORUM Volume 19 Number 4 December 1993