As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ISO/IEC 20000 Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. ISO/IEC 20000 is the international, independent standard for quality in IT Service Management. A standard that enables organizations to prove the quality of IT Services to clients, and to build and maintain an IT Service Management System that meets the international ISO/IEC 20000 quality requirements. This delivers a significant competitive advantage, since clients demand high quality of IT Services. These organizations need IT-professionals who are certified for ISO/IEC 20000. This kit prepares you for the certification exam by offering valuable information on the ITIL and ISO/IEC 20000 Framework, ISO/IEC 20000 Certification and IT Service Management. This Kit contains the book and online course access that provides everything you need to prepare for the ISO/IEC 20000 Foundation Certification Exam, including in-depth coverage of all exam objectives, scenarios to easily demonstrate the processes in action, and practice exam questions for that last minute test preparation. This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the ISO/IEC 20000 Foundation exam in a systematic approach, so you can be confident you're getting the instruction you need. Friday, October 16, 2009
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide Book and Online Course
As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ISO/IEC 20000 Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. ISO/IEC 20000 is the international, independent standard for quality in IT Service Management. A standard that enables organizations to prove the quality of IT Services to clients, and to build and maintain an IT Service Management System that meets the international ISO/IEC 20000 quality requirements. This delivers a significant competitive advantage, since clients demand high quality of IT Services. These organizations need IT-professionals who are certified for ISO/IEC 20000. This kit prepares you for the certification exam by offering valuable information on the ITIL and ISO/IEC 20000 Framework, ISO/IEC 20000 Certification and IT Service Management. This Kit contains the book and online course access that provides everything you need to prepare for the ISO/IEC 20000 Foundation Certification Exam, including in-depth coverage of all exam objectives, scenarios to easily demonstrate the processes in action, and practice exam questions for that last minute test preparation. This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the ISO/IEC 20000 Foundation exam in a systematic approach, so you can be confident you're getting the instruction you need. 
Six Sigma and Beyond: Foundations of Excellent Performance, Volume I
Cost reduction…productivity improvement…customer retention…enhanced bottom line…these are the promises of six sigma quality management. But what is six sigma? What are the secrets to six sigma success? By implementing the six sigma philosophy you can save millions of dollars in annual cost savings and product quality improvements. Six Sigma and Beyond: Foundations of Excellent Performance provides a roadmap to successful six sigma implementation that you can adapt to your organization. The book gives you a model of six sigma and explains frequently asked questions in a Q & A format for easy application. It outlines the seven steps to six sigma and how to use them to give your organization the competitive edge. Understand the seven steps to the six sigma philosophy: · Establish the Quality System, Management, and Cultural Environment · Define Mission of Each Component of the Organization · Set Performance Improvement Opportunities, Goals, and Priorities · Establish Improvement Projects and Action Plans · Implement Projects Using Improvement Methodologies · Evaluate Improved Performance · Review and Recycle The goal of all this? You can uncover potential improvements in your organization and bring all your resources together to identify, measure, analyze, improve, and control the process. Six Sigma and Beyond: Foundations for Excellent Performance defines quality and the elements that both management and non-management personnel must understand to achieve quality success.http://depositfiles.com/files/8455691
Toyota's Supply Chain Management
The Toyota Production System is the benchmark used throughout the world for “lean” thinking. Now you can model your own processes after those of the company that “wrote the book on supply chain management.”Written by two experts on the subject, along with a former Toyota senior executive, this book details the most celebrated supply chain operation in the world to help you form an integrated, synchronized system that will be the envy of your industry.You will find key insight into the logic behind every point of Toyota’s supply chain, along with both the tactics and strategies you can use to build an outstanding system of your own. Toyota Supply Chain Management explains how to achieve balance and efficiency by focusing on:Variety: Determine your variety of offerings based on operational efficiency and market demand Velocity: Maintain a steady flow through all processes of the supply chain Variability: Manage inconsistencies carefully to reduce cost and improve quality Visibility: Ensure the transparency of all processes to enable continuous learning and improvementThe authors provide valuable insider tips and offer hands-on guidance for improvingproduction and operations in a variety of industries, including health care, insurance, banking, credit processing, and retailing.With careful attention paid to every aspect of the subject—from principles and theories to operations and best practices—Toyota Supply Chain Management is the most comprehensive, insightful guide to forging a world-class supply chain system. http://www.megaupload.com/?d=G2F8K89Q
ISO/IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful ISO/IEC 20000 Certification, FAQs, Mapping Responsib
The Art of Service has collected the experiences of organizations, quality managers and auditors who have actually worked with the present version of the ISO 20000 standard. This hard-won experience is presented here in this leading guide to understanding and satisfying the requirements of ISO/IEC 20000, and to applying the principles that underpin this internationally recognized family of standards for managing and communicating quality of IT Service Management Processes. The best-selling ISO/IEC 20000 quality management handbook from one of the worlds leading experts on the ISO 20000 family of standards. Fully updated with the latest experiences of successfully working with the standard from industry and the service sector, plus quality auditors. Analyses each section, clause and requirement in detail, with practical implementation guidance. Whether establishing an ISO/IEC 20000 quality management system for the first time, or upgrading an existing system, this handbook is ideal for students, practitioners, managers, instructors and auditors. It is supported by a wide range of solutions, FAQs, tips for implementers, and a glossary of terms that will be invaluable in any sector, industry, business or organization.
Practical E-Manufacturing and Supply Chain Management
New technologies are revolutionising the way manufacturing and supply chain management are implemented. These changes are delivering manufacturing firms the competitive advantage of a highly responsive supply chain and manufacturing system to ensure that they meet the high expectations of their customers, who, in today's economy, demand absolutely the best service, price, delivery time and product quality.This book provides a real-world guide for manufacturing managers and engineers to the implementation of E-Manufacturing procedures and the use of MES systems, in the context of a broader guide to current best-practice techniques in supply chain management.Manufacturing Execution Systems (MES) provide up-to-the-minute mission-critical information about production activities across the factory and supply chain via communications networks (e.g. Local Area Networks), resulting in the optimisation of activities throughout all aspects of the manufacturing process.
Power of Ultimate Six Sigma
Developed by Motorola and popularized by Jack Welch and GE, Six Sigma remains today's hottest program for "zero defect" quality excellence. Now, Keki Bhote, member of the original Motorola team, presents an undiluted approach, applying his trademarked "Ultimate Six Sigma(r)" method to every business process -- from manufacturing and customer retention to supply chain management and leadership.The book is packed with every technique and metric necessary for a fast, smooth implementation, giving readers everything they need to make their own companies world-class in their industry.In addition, numerous case studies of benchmark companies illustrate the factors that contribute to success. Bhote includes assessment tools designed to help a company gauge its current status and measure future progress. This book is the ultimate guide to the ultimate quality assurance tool.The Toyota Way: 14 Management Principles from the World's Greatest Manufacturer
How to speed up business processes, improve quality, and cut costs in any industry In factories around the world, Toyota consistently makes the highest-quality cars with the fewest defects of any competing manufacturer, while using fewer man-hours, less on-hand inventory, and half the floor space of its competitors. The Toyota Way is the first book for a general audience that explains the management principles and business philosophy behind Toyota's worldwide reputation for quality and reliability. Complete with profiles of organizations that have successfully adopted Toyota's principles, this book shows managers in every industry how to improve business processes by: Eliminating wasted time and resources Building quality into workplace systems Finding low-cost but reliable alternatives to expensive new technology Producing in small quantities Turning every employee into a qualitycontrol inspectorGuidelines for Integrating Process Safety Management, Environment, Safety, Health, and Quality
Over the years, companies have developed independent systems for managing process safety, environment, health, safety, and quality. Many aspects of these management systems are similar. Integrating EHS management systems can yield economies and improved system effectiveness. This book explains how integration reduces cost of delivery through a reduction in the number of management program steps and avoidance of redundancy; how it results in more effective programs, since the best practices can be combined into a single process; and how this integration brings a faster, and more cost effective response to new demands.
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The Six Sigma Handbook
The most comprehensive Six Sigma reference available, now revised and expanded Completely rewritten and reorganized, this second edition of The Six Sigma Handbookcovers all the basic statistics and qualityimprovement tools of the Six Sigma quality management system. This new edition reflects the developments in Six Sigma over the past few years and will help maintain the book's position as the leading comprehensive guide to Six Sigma. Key changes to this edition include: * New chapters on DFSS (Design for Six Sigma); Minitab, the most popular statistical software for Six Sigma; Six Sigma philosophy and values; flowcharting; and SIPOC * Coverage of the core problem-solving technique DMAIC (Define, Measure, Analyze, Improve, Control) * Dozens of downloadable, customizable Six Sigma work sheets * New material on important advanced Six Sigma tools such as FMEA (Failure Mode and Effects Analysis) From the Back Cover: The management information and statistical tools you need to successfully implement Six Sigma Six Sigma has helped organizations of all types and sizes improve the quality of processes and products while simultaneously increasing customer satisfaction and saving billions of dollars. The Six Sigma Handbook covers the management systems and statistical tools that are the foundation for this revolutionary new approach to management. Thomas Pyzdek offers expert, proven advice on using Six Sigma to retain customers and enhance bottom line performance while cutting costs dramatically. He explains exactly how to make Six Sigma work, including organizing for Six Sigma, the various levels of technical proficiency required, criteria for selecting personnel for training, using customer requirements to drive strategy and operations, successful project management, and much more. For the manager or quality professional charged with implementing or supporting Six Sigma--no matter the industry--this timely guide will help any organization achieve the goal of becoming a truly world-class operation. Topics include: * How to organize for Six Sigma * How to use DMAIC to dramatically improve existing products and processes * How to use Design for Six Sigma (DFSS) and Lean to create new, world-class products and processes * Complete coverage of all major problem-solving and statistical tools and techniques, from basic to advanced tools such as DOE and logistic regression * How to use MINITABTM and Microsoft Excel® to perform statistical analyses * How to avoid common traps and pitfalls during implementation The Six Sigma management system is helping numerous companies improve the quality of their products and processes. The Six Sigma Handbook is the comprehensive reference guide you need to successfully implement Six Sigma. It describes the statistical tools and problem-solving techniques that comprise Six Sigma, explaining how to use them effectively throughout your organization. Author/consultant Thomas Pyzdek offers the expert guidance and direction you need to implement the Six Sigma promise in your company--and avoid the traps and pitfalls commonly encountered in the process. You'll get a complete overview of the management and organization of Six Sigma and the philosophy that underlies it. Pyzdek uses clear, detailed examples throughout to demonstrate exactly how to make this program work for you. You'll see how best to prepare management for the idea of using proven scientific methods to run a business and how to build the groundwork for their roles. This book presents vital information on selecting the right personnel to train, the various levels of technical proficiency required, building the best teams, and fostering effective leadership. Directing you on how to handle successful project management from start to finish, Pyzdek also: * Explains how to make your organization customer-focused--a vital requirement for implementing Six Sigma * Identifies where specific techniques can--and cannot--be applied in the process * Includes inspiring and instructive case studies about the success of Six Sigma at Motorola, General Electric, and other companies that have reaped the rewards Plus, you'll learn when and how to use the more advanced Six Sigma topics--everything from design of experiments (DOE) and response surface methods (RSM) to chi-square contingency tables and analysis of categorical data--that you may take advantage of when your new system is in place. If you're ready to transform your company...realize significant gains in quality, productivity, and sales...and take the necessary steps to ensure that your company will flourish in the new world economy, The Six Sigma Handbook is the guidebook you need to reach your goals. Managing Quality in Architecture
This handbook addresses the question of how best to manage quality in architecture for the mutual benefit of design practices and their clients. Based on research from the last two decades, it explores the general principles, tools and techniques that can be adapted to the unique culture of any design practice.The book addresses all aspects of quality in creating the built environment, with international contributions representing some of the best thinking that exists in design practice management. It is aimed at the entire design team those who have a role in design inputs, design processes and design execution; including project managers, contractors, suppliers and clients. An accompanying website also provides commentary and updates on the text.Topics are linked to relevant sections of the current quality standard, and the standard is interpreted as to its application to design practice. Practices interested in establishing an ISO 9001-compliant quality system will find all the tools they need.The interpretation of quality is comprehensive. The focus is completely practical, rather than theoretical, affording readers a concise picture of how the issues of excellence and quality performance flow across every aspect of design practice. This focus provides the vital link that distinguishes truly successful practices from the rest, Here, simply, is the answer to the forces of commoditization that challenge all designers in today's competitive environment.The text is augmented and supported by chapters from twenty-two authoritative contributors, a foreword authored by Eugene Hopkins, and illustrations by graphic artist Michael Lindell.
Understanding Quality Assurance in Construction: A Practical Guide to ISO 9000 for Contractors
Quality assurance has evolved from a manufacture-centered discipline to one with broad managementimplications across all industries and professions. This book is a practical and accessible guide to implementing an ISO 9000 quality system. It explains the concepts and practices of quality assurance in the context of building construction, using the internationally-adopted ISO family of standards.
Quality Assurance for the Food Industry A Practical Approach
Food companies, regardless of their size and scope, understand that it is impossible to establish a single division devoted to "quality", as quality is the responsibility and purpose of every company employee. Applying this theory demands the cooperation of each employee and an understanding of the methodology necessary to establish, implement, and evaluate a Quality Assurance program. Quality Assurance for the Food Industry: A Practical Approach provides in-depth coverage of all aspects of quality assurance. It identifies the basic concepts and principles behind Total Quality Management and presents examples of Quality Assurance programs that can be applied to the food industry using simple, proven formats. The author discusses the role of Quality Assurance in product manufacturing, emphasizing the need for interactions among an organization's Quality Assurance, Quality Control, Product Development, Marketing, Sales, and Consumer Affairs departments. He analyzes the characteristics of a quality audit and the purpose of a proper audit, then focuses on specific examples including product manufacturing audits, food plant sanitation audits, and product quality audits. A comprehensive examination of HAACP and its applications concludes the coverage. This practical, industry-oriented reference explains the fundamental role of Quality Assurance and provides the knowledge required for establishing a Total Quality Management system in your own company. The concepts and procedures discussed are the key components for attaining and maintaining the highest standards of quality in the food industry.Environmental and Quality Systems Integration
Global competition, corporate downsizing and corporate restructuring have forced many firms to reevaluate their operating methods. Today, corporations must do more with less while still watching the bottom line and improving profitability. ISO 14000 and ISO 9000, because of their similar management system requirements and auditing procedures, are good candidates for integration. This is the driving force behind Environmental and Quality Systems Integration. This comprehensive guide provides step-by-step instruction for companies wishing to cut costs and integrate their Environmental Health and Safety System (ISO 14000) into an existing Quality Management System (ISO9000). Environmental and Quality Systems Integration serves to ease this transition and offers companies a way to meet quality assurance standards.
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Engineering Project Management: The IPQMS Method and Case Histories
Engineering Project Management presents IPQMS (Integrated Planning and Quality Management System) as a powerful management methodology. This system ensures accountability, cost-effectiveness, and quality in the construction project, environmental cleanups, and other sectors - providing an integrative force for essential teamwork in industry and government.This resource contains IPQMS case histories or postmortems as distinguished from engineering and business case studies. Each case history analyzes the entire spectrum of a particular project, demonstrating the interrelationships among policy makers, planners, designers, implementers, and managers in creating a project. Lessons learned from over 35 cases in nine countries clearly show the need to establish accountability for quality execution of programs, projects, and policies. An outline for a two-week training program on the IPQMS for planners, designers, and managers is included.http://bitroad.net/download/53626ffa7488d71cecf455cdbc38a635d/EngineeringProjectManagement.rar.html
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Statistical Quality Control for the Food Industry
Specifically targeted at the food industry, this state-of-the-art text/reference combines all the principal methods of statistical quality and process control into a single, up-to-date volume. In an easily understood and highly readable style, the author clearly explains underlying concepts and uses real world examples to illustrate statistical techniques. This Third Edition maintains the strengths of the first and second editions while adding new information on Total Quality Management, Computer Integrated Management, ISO 9001-2002, and The Malcolm Baldrige Quality Award. There are updates on FDA Regulations and Net Weight control limits, as well as additional HACCP applications. A new chapter has been added to explain concepts and implementation of the six-sigma quality control system. Anyone involved in the production foods will find this book a valuable guide for assuring the safety and uniformity of food production through application of the latest techniques in process quality control. Specifically, this text can be used effectively by those skilled in the field for reference; by entry level technicians as a training aid; and by upper management to enhance their understanding of this highly specialized field. It can also be studied by operating and service departments to assist them in "total quality control" efforts. The Six Sigma Handbook: The Complete Guide for Greenbelts, Blackbelts, and Managers at All Levels
Completely rewritten and reorganized, this second edition of The Six Sigma Handbookcovers all the basic statistics and qualityimprovement tools of the Six Sigma quality management system. This new edition reflects the developments in Six Sigma over the past few years and will help maintain the book's position as the leading comprehensive guide to Six Sigma.
Practical Guide to Software Quality Management
If you are responsible for designing, implementing, or managing a quality software program, this updated edition of the Practical Guide to Software Quality Management now identifies 10 major components that make up a solid program in line with ISO 9001 quality management precepts. Thoroughly revised and with new chapters on software safety and software risk management, this comprehensive primer provides you with the starting points for a standardized documentation system, and analyzes each individual program component separately, addressing in detail its specific role and overall importance to the system.This is the only volume to offer a broad overview of software quality management for non-experts and experts alike. It is written in clear, easy-to-understand language and contains a complete glossary that demystifies technical terms, abbreviations, and acronyms. Useful appendices contain example and "starting point" documentation outlines. Moreover, every chapter features an extensive list of authoritative references directing you to the latest technical details on a variety of software quality management issues.
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Total Quality Management: Guiding Principles for Application
ForewordCommittee F16 on Fasteners is very concerned with the Fastener Quality AssuranceAct (FQA) of 1990, which is expected to be implemented in 1995. F16 is comprised offastener manufacturers, users, and distributors, all of whom have a large stake in thislaw. As a consequence, F16 requested and sponsored me to write a manual that wouldshow our members how to comply with the law and remain competitive. But thisbook goes beyond assisting those in the fastener industry to cope with the FQA. It canbe of benefit to any industry or enterprise because it is about total quality management(TQM).This book was written so that others may share what I have learned during my 30years in the quality profession. It is a book that presents principles and guidelinesthat, when applied, can be used to develop and implement a total quality managementsystem. Today, more than ever, we in the business community face challenges at everyturn from every corner of the world. Those businesses that survive will be those thatdemonstrate leadership and innovation and listen to the voices of their customers.Those who practice the teachings in this book have a better chance than most toachieve success. They may find the journey difficult and cluttered with obstacles thatimpede their progress, but, if they are true leaders, their message will be heard. Theymust not and will not be discouraged for they must lead us to and through the newglobal market.
A Practical Guide to Quality Management in Clinical Trial Research
Setting up a GXP environment where none existed previously is a very daunting task. Getting staff to write down what they do for every task is a correspondingly difficult and time-consuming exercise. Examining how to maintain quality control in clinical trial research, A Practical Guide to Quality Management in Clinical Trial Research provides a cornerstone of knowledge for establishing a quality system that complies with the relevant regulations. There are many books available that cover how to interpret regulations. Going a step or two further, this book provides practical advice that is useful on a daily basis. The book contains information for various standards including GLPs, GCPs, and GMPs. It gives detailed explanations of how to prepare, update, and maintain SOPs and includes advice on training and development of personnel. Drawing directly on his years of experience, the author delineates a from-the-trenches methodology that creates a value-added quality management system from a business perspective. He provides a solid foundation as well as tips and techniques for establishing a quality system that will comply with all the relevant regulations. The author's integrated approach and anecdotal style turns technically accurate information into easy reading. The book arms you with tools and concepts that you can use to go beyond regulatory compliance and move into the realm of business quality improvement.
Food Quality Assurance Principles and Practices
The field of food quality assurance has evolved substantially over the past decade, and certain key developments have become widely accepted. These include Quality Systems (e.g., ISO 9000) and HACCP. Consequently, it has become essential for undergraduate Food Science and Food Technology students preparing for careers in the food industry to have some basic training in these systems as part of the curricula in their university or college programs. Food Quality Assurance: Principles and Practices integrates the latest principles, practices, and terminology of food safety systems with those of quality management systems to provide an understanding of a single food quality management system. Chapters define industry terminology, review the differences and components of food quality and food safety, explain Quality Programs and Quality Systems, and thoroughly examine Good Manufacturing Practices and HACCP. Written primarily as an undergraduate-level text for Food Quality Assurance and Food Quality Management courses, the book combines the fundamentals of food safety and quality systems with the latest data from recognized international and national organizations. This is an essential guide for teaching food quality assurance to students
ISO 9001: 2000 for Small Business: Implementing Process-Approach Quality Management
ISO 9001:2000 for Small Business Management: Implementing Process-Approach Quality Management demonstrates how a process-approach quality management system performs in the real work environment. The book gives you an ISO based quality management tool, featuring the year 2000 requirements for ISO 9001. It includes the quality system manual, the operating procedures, and the forms that small to mid-sized businesses need. All this makes it possible for you to use this system immediately - without having to hire costly outside consultants. Gaal introduces a system for managing product quality problems through prevention - examining every stage of a product's life cycle - instead of just focusing on manufactured goods at the end of the production line. The author identifies the core departments that impact the planning, implementing, and executing of the customer's purchase order requirements from the beginning to the end of the product's life-cycle. The Quality Systems Manual and the Quality Operating Procedures streamline the process for small business applications where low overhead and multiple job assignments dominate. The most important part of manufacturing is the shop. This is where the product is made and where the problems are concentrated. Problems come in documents, processes, and methods with different impact on product quality or the way you achieve it. Using an innovative approach, ISO 9001:2000 for Small Business: Implementing Process-Approach Quality Management shows you how to resolve these issues.http://depositfiles.com/files/4ep8biq30
Quality Management System Handbook for Product Development Companies
Quality Management System Handbook for Product Development Companies describes a systematic approach for quality management and continuous improvement via a formal management system. The approach centers on a high-level process for defining a QMS from essential prerequisites to improvement mechanisms. The book outlines the five major QMS phases: implementation planning; definition; refinement; deployment; and continuous improvement. The text provides all of the information that a company needs to implement a quality management system (QMS). It describes the high-level QMS implementation process and offers guidance on how to define, deploy, and continually upgrade a QMS. Recognizing the importance and acceptance of a process-oriented view of business operations, this book integrates a process-oriented approach to the establishment of a QMS, and describes the quality practices that are essential for product development.
ISO 9001: 2000 Quality Management System Design
The book describes the design rules required to document, implement, and demonstrate quality management system effectiveness in compliance with the latest version of the ISO 9000 International Standard. This systematic and engineering approach simplifies the many complexities in maintaining compliance with ISO standards. This hands-on guide is packed with tips and insights the author has garnered from personally designing quality management systems that integrate organizational strategy with quality management. Moreover, the book helps you create meaningful documentation and a user-friendly, informative quality manual that together form the core of an effective and responsive quality management system.http://bitroad.net/download/4c396dcde53d523b692446c05d6620b34/iso-9001-2000-quality-management-system-design.9781580535267.24556.pdf.html
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