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Front Cover
Quality and Power in the Supply Chain: What Industry Does for the Sake of Quality
Copyright Page
Contents
List of Tables
Preface
Part I: Prologue: On Power and Its Impact on Customer-Supplier Relations
Chapter 1. Power and Its Impact on Customer-Supplier Relations
Introduction
The Role of Power in Dictating Demands
The Vendor–Vendee Relationship within the Automotive Sector: United States versus Japan
Dual Economy in the World of International Standards
Chapter 2. On Registrars and Bureaucratic Power
Constraints and Absurdity
Types of Organizations
Registrars as a Mixture of Craft and Procedural Bureaucracies
Virtual ISO Certification: Guaranteed, Cheap, and Easy
Part II: The Limits of Quality: Essays on a Separate Reality
Chapter 3. Thoughts on the Relativity of Quality
The Zen of Quality
Is There a Universal Approach to Management?
Are There Universal Principles of Quality?
Can Quality Be Translated?
Quality: Absolute or Relative?
When a Smile Is a Sign of Inferiority
Conclusion
Chapter 4. How Old Can a Company Hope to Be?
Chapter 5. Built to Last for a While: The Age of Flexibility
Flexibility and Competitiveness
Economic Success of the Firm: Is It Based Solely on Quality Issues?
Quality: One Small Element to Economic Viability
G. H. Bass versus Vita Needle Company
The Dilemma of Responsiveness
Conclusion
Chapter 6. On Servicing the Customer
Who Is the Customer?
The Case of ISO 9001-2000
Should All Customers Be Treated Like Kings?
Chapter 7. Fads, Incompetence, Ignorance, and Stupidity
Introduction
On Stupidity
Federal Nonsense
The Case of the Truck Rental Agency
Partial Quality and the French Public Transportation System
Can You Sell Less Quality?
Are Benchmarks Always Conducted to Better Serve the Customer?
On Quality Fads
Ignorance: The Leading Cause of Absurd Behavior
On Incompetence
On the Limitations of Mission Statements
Side Effects of Exceeding Expectations
When Too Much Quality Leads to Ludicrous Scenarios
The Routine of Quality
Conclusion
Part III: Colbertism and the Dawn of Power in Customer–Supplier Relations
Chapter 8. Colbertism: The Dawn of Regulatory Practices
Colbertism: The Dawn of Modern Government Regulation
Overview of the French Economic System during the 17th Century
The Colbert System
Colbert’s Rules for Inspectors of August 13,1669
Problems with Colbert’s System of Regulation
Chapter 9. The Quest for Repeatability: The Emergence of Factory Organization and Standardization
Military Mass Production
The Managerial Revolution (1840–1880): Regulation from Within
Adoption of the Armory System for Private Production
Controlling the Means of Production Prior to World War I: The Age of Taylorism
Controlling the Means of Production: The Interwar Years (1915–1939) and Company Standardization
The Emergence of the Government as Customer
The Role and Influence of the Military as Customer of Last Resort
Chapter 10. Military as Customer and Controller of Subcontractors
Origins of MIL-Q-5923
Justification for MIL-Q-5923
Early Resistance to MIL-Q-5923
The Omnipresent Customer
Part IV: The Age of Standardization
Chapter 11. The Value of Standardization: Point Counterpoint
Introduction
The Value of Standards
Origins of the International Organization for Standardization
Regulations: Who Are the Interested Parties?
The Economics of Standardization
The Limits of Standardization
Standards and the Law: A Powerful Combination
Standards Proliferation in an Age of Regulation
Will It Ever End?
Conclusion
Chapter 12. The ISO 9000 Phenomenon and the Privatization of Military Standards
Was There Quality before ISO 9000?
Antecedents to the IS0 9000 Movement
The Need for Quick Fixes
The ISO 9000 Phenomenon: A Case Study in the Manufacturing of Consent
The ISO 9000 Series
Origins of the ISO 9000 Standards
MIL-Q-5923 and 9858 and ISO 9000: Déjá Vu!
Evolution of the ISO 9000 Movement in the United States
The Universal Language of Quality
What Others Have Said about the Series
Evolution of the ISO 9000 Series
Was ISO 9000 a Fad?
Is ISO 9000 a Legitimate Paradigm for the 21st Century?
Chapter 13. Quality Professionalism and the Ideology of Control
What Is Professionalism?
The Ideology of Quality
Influence of the Military and the Ideology of Quality Control
Influence of the Military on the Perception of Quality
The Role of the ASQ(C) in Promoting Supplier Regulations
Recent Trends: The Ideology of Management (Soft Quality)
The Quality Function and the Economy of the Firm
Conclusion
Part V: Consequences of Standardization
Chapter 14. On the Origin of Procedures
Procedures during the Dawn of Industrialization
Heritage of the American System
Procedures: Anathema, Panacea, or Placebo
On Working Knowledge
Chapter 15. Writing Procedures
Introduction
Frederick Winslow Taylor on Procedures
Herbert Simon on Decisions
Some Examples of Dubious Procedures
Should You Ever Deviate from a Procedure?
Should All Processes Be Repeatable?
What Is the Best Way to Document a Process?
Can (Should?) Procedures Be Written for All Possible Scenarios?
Procedures versus “Show Me”
Types of Procedures
What to Do?
Are Special Software Packages Needed to Document Processes?
Are Procedures Required for All Industries?
Should Procedures Be Written Like a Computer Program?
Summary and Conclusion to Parts III–V
Part VI: Conclusion
Chapter 16. By Way of Conclusion: Dos and Don’ts
Challenges for the Quality Professional in the 21st Century
Need to Integrate Many Methods
Challenges for Companies in the 21st Century
Final Thoughts on Don’ts
How to Simplify
ISO 9000 Software: No Panacea
On Quality-Speak
Teamwork: Another View
Smaller Would Be Better
Index
Nội dung
[...]... takeovers and downsizing; the relativity ofquality across cultures; the business of quality; thequality profession and its role in promoting various fads including international standards, bureaucratic registrars, and standardization (ISO 9000); the role ofpowerin customer-supplier relations, the economic survival of companies; and plain stupidity, including the occasional stupidity of customers, of burdensome... tell their suppliers or subcontractors how to run their business They can control the production process 6 QualityandPowerintheSupply Chain of their suppliers not because it is better to do so (although they would probably argue that it is), but because they have thepower to do so and lack the wisdom not to use it The Role ofPowerin Dictating Demands Beginning inthe 1950s and continuing to... burdensome procedures, andofquality fads in general This eclectic, yet related, series of topics is the foundation ofthe book The broad nature ofthe subject matter offered me little alternative but to gather the varied subjects into six interrelated parts Part I, Prologue, consists of Chapters 1 and 2 In it, the general premise of abuse ofpowerforthe supposed sakeofqualityandthe absurdity that... andthe Winner-Take-All Society," The American Prospect, Spring 1994 8 QualityandPowerintheSupply Chain As companies become larger, their economic dominance andpower over so-called "peripheral" firms increase and so do their contractual demands or, rather, the contractual demands of their purchasing managers As we shall see in a later chapter, the need to constantly serve their best and often... trace the origin of some of today's managerial andquality ideologies, show how quality management movements evolve, explain how thequalityindustryand its profession popularize, promote, and benefit from fads, and finally suggest that despite all the efforts and propaganda published by thequality industry, there is a separate reality to "quality" which clearly demonstrates that managerial principles... completing yet another course, especially designed forthe "rigorous" needs ofthe automotive industryThe price: a mere $500 (1997) per course Dual Economy inthe World of International Standards The dualistic model is also present inthe world of international standards, particularly the ISO 9000 series ofquality systems The various committees that produce these standards tend to be dominated by individuals... requirement, send their staff searching forthe latest "quick fix." QualityandPowerintheSupply Chain attempts to bridge the gap between the vast literature ofquality fads including the recent fad of ISO 9000 international standards and Scott Adams' humorous description of these w o r l d s 2 Unlike Adams, who simply pokes fun at the irrationality and at times idiotic behavior of corporate policies,... profession andthequalityindustryin general helped promote the lucrative business that became known as the ISO 9000 phenomenon Part V, Consequences of Standardization, consists of Chapters 14 and 15 Because one ofthe by-products ofthe ISO 9000 phenomenon has been the generation of documented procedures, Part V analyzes the world of procedure writing Chapter 14 offers a brief history ofthe origin of procedures... procedures and offers suggestions on how to integrate "working knowledge." Chapter 15 explores the world of procedures: what they are, when they are needed, how to write them, and when they should be avoided Part VI concludes with Chapter 16, which offers a brief look at the future ofthequality profession andthe businesses it represents Suggestions are offered on what to do andwhat to avoid doing in this... 100 13 14 QualityandPowerintheSupply Chain To a much greater extent than is true of private bureaucracies, government agencies (1) cannot lawfully retain and devote to the private benefit of their members the earnings of the organization, (2) cannot allocate the factors of production in accordance with the preferences of the organization's administrators, and (3) must serve goals not of the organization's . Quality and Power in the Supply Chain: What Industry Does for the Sake of Quality This Page Intentionally Left Blank Quality and Power in the Supply Chain: What Industry Does for the. Lamprecht, James L., 1947- Quality and power in the supply chain : what industry does for the sake of quality / James Lamprecht. p. cm Includes bibliographical references and index. ISBN 0-7506-7343-5. age of cor- porate takeovers and downsizing; the relativity of quality across cultures; the business of quality; the quality profession and its role in promoting various fads including international