Professional Documents
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The Management and Control of Quality
The Management and Control of Quality
Management
and
Control
of Quality
JAMES R. EVANS
University of Cincinnati
WILLIAM M. LINDSAY
Northern Kentucky University
Preface xix
ix
CONTENTS
Appraisal Costs 34
Internal Failure Costs 34
External Failure Costs 34
Quality Costs in Service Organizations 35
2.3 Quality Cost Measurement and Reporting 35
Data Collection 36
Measuring Quality Costs 36
Quality Cost Reporting 38
QUALITY IN PRACTICE: Quality Cost Analysis with Color Computer
Graphics 42
2.4 Quality Cost Analysis and Productivity Improvement 43
QUALITY IN PRACTICE: Cost and Productivity Improvement at the
Continental Bank 44
Summary 45
Questions for Review and Discussion 46
Problems 47
References 48
CASES 459
APPENDICES
A Areas for the Standard Normal Distribution 496
B Factors for Control Charts 497
C Random Digits 498
D Binomial Probabilities 499
E Poisson Probabilities 505
F Selected Tables from MlL-STD-105D 511
G Dodge-Romig Single Sampling Tables 551
H Selected Tables from MIL-STD-414 563
INDEX 579