Quality Press

ASQ Quality Press Catalog
Books and Resources Your Team Will Use Every Day

www.asq.org/quality-press
The Global Voice of Quality
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contents
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3-13 14-16 17-18
New and Best-Sellers
ASQ Certifications
ASQ Healthcare
Welcome to the 2011 ASQ Quality Press Publications Catalog!

The staff of ASQ Quality Press is pleased to present its latest publications catalog showcasing the knowledge and tools at the heart of quality improvement. The books in this catalog will help you and your organization positively impact not only your bottom line, but also the communities in which you operate. Our new and best-selling books on pages 3-13 include titles for recently launched ASQ certification exams, the new ISO 26000 social responsibility standard, and the specific needs within the aerospace, government, and healthcare sectors. Dont miss Office Kaizen 2 on page 4, the long-awaited sequel to one of our best-selling and most enthusiastically embraced books of all time, and be sure to peruse our quarterly journals on pages 23-24. Youll also now find both new and best-selling titles throughout the catalog that are available as e-books in a variety of online bookstores you know and love: Amazon Kindle, Apple iTunes, and the Barnes & Noble Nook. We are always adding titles to these stores, so check them often for the latest convenient e-books from Quality Press. Browse the catalog here in its hard copy, or search our full selection of books online at www.asq.org/quality-press for the resources you need to improve everything, always. Thank you for your continued commitment to quality and to ASQ!
19-21 22
ISO 9001
ISO 26000
23-24 25-29 31-34 35-50 52
ASQ Journals
Lean and Six Sigma
Pocket Guides
Quality Management
Membership Application
William A. Tony ASQ Publisher
ASQ Knowledge Center Your Online Resource for Everything Quality Related
The ASQ Knowledge Center is accessible at any time and brings you all the greatest resources of ASQ. Easily searchable, it provides you with a unique and user-friendly way to learn about quality, explore quality hot topics, and easily navigate an array of quality tools and resources. Some of the unique features include: Knowledge Center SearchA powerful new search for tens of thousands of journal articles, books, standards, and e-learning opportunities. An interesting and often funny daily quality quote provided by ASQ Knowledge Center users. Standards CentralGet the latest news and how-to information on standards, including content meant for newcomers to the world of standards, a Standards 101 section, and Ask the Standards Team. Timely and relevant case studies and webcasts. SubmissionsInformation for anyone interested in writing for ASQ, from short journal and Web articles to crafting book proposals and conference presentations. The ASQ Knowledge Center is your starting point for the latest thinking and leadership in quality and improvement.
Explore the ASQ Knowledge Center today at www.asq.org/knowledge-center.
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Root Cause Analysis

The Core of Problem Solving and Corrective Action
Duke Okes This book provides detailed steps for how to solve problems, focusing more heavily on the analytical process involved in finding the actual causes of problems. It does so using a large number of figures, diagrams, and tools useful for helping make our thinking visible. The primary focus is on solving repetitive problems, rather than performing investigations for major incidents/accidents. Most of the terminology used is everyday language and can therefore also be used for applications in personal lives. Many of the examples will involve situations with which the reader will likely be familiar. The book focuses not on statistics but instead on the logic of finding causes. It has sometimes been described in training workshops as Six Sigma liteproblem solving without all the heavy statistics.
2009 6 x 9 hardcover 200 pages Item: H1363 ISBN 978-0-87389-764-8 Member Price: $29.00 List Price: $49.00
Quality Improvement Made Simple and Fast!

NEW
Matthew J. Maio Most of us work in small and mid-sized businesses, nonprofit organizations, and small government organizations. It goes without saying that we each want to deliver the best to our clients and customers. We carry with us a strong belief in the value of what we could be offering, if we just had the moneythe timethe right people. Meanwhile, the daily job of just getting things done overwhelms our drive to do things better. This book is focused on you. The money, time, and people probably wont change significantly soonbut the power of using simple principles and practices to improve customer care, reduce waste, and ultimately strengthen your bottom line are timeless. This book is designed to help ordinary people make extraordinary contributions to their organizations.
2010 5 x 8 softcover 44 pages Item: H1396 ISBN 978-0-87389-803-4 Price: $5.00
NEW
Also available in iTunes, Nook, and Kindle e-book stores!
The Quality Toolbox

Second Edition
Nancy R. Tague This classic is a comprehensive reference to a variety of methods and techniques: those most commonly used for quality improvement, many less commonly used, and some created by the author and not available elsewhere. The reader will find the widely used seven basic quality control tools (i.e., fishbone diagram and Pareto chart), as well as the newer management and planning tools. Tools are included for generating and organizing ideas, evaluating ideas, analyzing processes, determining root causes, planning, and basic data-handling and statistics. The book is written and organized to be as simple as possible so that anyone can find and learn new tools without a teacher. Above all, this is an instruction book. The reader can learn new tools or, for familiar tools, discover new variations or applications. It uses icons liberally with each tool description to reinforce for the reader what kind of tool it is and where it is used within the improvement process. It also is a reference book, organized so that a half-remembered tool can be found and reviewed easily, and the right tool to solve a particular problem or achieve a specific goal can be quickly identified. With this book close at hand, a quality improvement team becomes capable of more efficient and effective work with less assistance from a trained quality consultant. Quality and training professionals will find it a handy reference and quick way to expand their repertoire of tools, techniques, applications, and tricks. In addition, a chapter called Quality Improvement Stories includes detailed case studies from three Baldrige Award winners, and the chapter Mega-Tools: Quality Management Systems puts the tools into two contexts: the historical evolution of quality improvement and the quality management systems within which the tools are used.
2005 7 x 10 softcover 584 pages Item: H1224 ISBN 978-0-87389-639-9 Member Price: $44.00 List Price: $72.00
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NEW Office Kaizen 2 Harnessing Leadership, Organizations, People, and Tools for Office Excellence
William Lareau An organization that effectively utilizes kaizen (and/or lean manufacturing and/or Lean Six Sigma) methods over the long term as a normal part of everyday business is one that has dramatically changed its culture from what it was before. Expanding upon what Office Kaizen presented, this book continues to forego dependence upon good fortune and completes the picture of whats required for a comprehensive, sustainable office kaizen implementation. The purpose is to provide predictable, defined structures and methods to replace circumstance and luck in the pursuit of excellence.
A Guide to GREEN for the Quality Professional

Sam Windsor Green is all over the news and is in most marketing campaigns. We talk about green jobs, becoming green, recycling, and carbon off setting. Every company has a greener product and every politician has a position on green. No matter what happens in Washington, DC, it is clear that green will be around for a while and that at some point your business will have to address it. This book addresses green in ways that will be familiar to those who apply quality tools and understand managing and improving processes. Applying the management approach presented in the ISO standards (including the forthcoming ISO 26000 standard on social responsibility), quality measurement tools, and improvement methodologies gives every quality professional the opportunity to lead their company to becoming truly green.
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Office Kaizen
Transforming Office Operations Into a Strategic Competitive Advantage
William Lareau Many business functions have been improved through the use of a variety of quality techniques, but for the most part, office and administrative functions have not kept pace. Office Kaizen will show you how to improve office, administrative, and support functions in a consistent, reliable manner that adds value without creating more problems. Office Kaizen will help create office and administrative processes and workgroups that generate a competitive advantage, while reducing costs and increasing performance.
Business Process Improvement Toolbox

Second Edition
Bjrn Andersen This best-seller is fully revised and updated! Its goal is still to give readers practical insight into how they can create a coherent business process improvement system. The first half presents the overall business process improvement model, while the second half of the book presents an easy-to-use toolbox. Two extensive new case studies illustrate the use of the full methodology. This book is suitable for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. It should also be useful as a textbook for students in courses relating to quality management and continuous improvement.
NEW ISO 26000 in Practice A Users Guide

Michelle S. Bernhart and Francis J. Sonny Maher The ISO 26000 social responsibility standard is a voluntary guidance standard that attempts what no other global standard has: to consolidate in one place the fundamental expectations of organizations regarding their responsibilities to society. Because the standard was developed by a global, multi-stakeholder group consisting of thousands of contributors and reviewers from more than 90 countriesthe standard addresses the wide landscape of social responsibility and provides valuable context for all types of organizations around the world. The book is structured to help navigate the ISO 26000 standard and provide succinct, practical information for its implementation. The book is akin to a GPS that speaks point-to-point guidance to help organizations set and move toward their social responsibility goals based on the broader map that ISO 26000 provides. A clearly presented sequence of steps and numerous examples help readers apply ISO 26000 to their own organizations.
NEW Sustainable Business and Industry Designing and Operating for Social and Environmental Responsibility
Joseph Jacobsen Sustainable business is a new and emerging field of study and many education, business, and industry leaders are interested in how to become more environmentally and socially responsible. With the recent interest in ecoproducts, responsible business operations, green manufacturing, sustainability, social responsibility, climate change, holistic supply chains, and so on, a concise guide on the practice of responsible business and industry is overdue. This books approach is practical yet scientific and is dedicated to the practice of environmental and social responsibility in ways that achieve economic stability. The new ISO 26000 (social responsibility) standard is given detailed attention (ISO 9000 and ISO 14000 are also addressed), specifically because ISO 26000 brings together guidance on both environmental and social responsibility into one general concept. The book also specifies how to use traditional methods like Six Sigma, lean, and operations research to improve processes, reduce resource use and waste, and make better social and environmental decisions based upon data from key financial, social, and environmental performance indicators.
NEW
Root Cause Analysis

Simplified Tools and Techniques, Second Edition
Bjrn Andersen and Tom Fagerhaug This updated and expanded edition discusses many different tools for root cause analysis and presents them in an easy-to-follow structure: a general description of the tool, its purpose and typical applications, the procedure when using it, an example of its use, a checklist to help you ensure it is applied properly, and different forms and templates (that can also be found on an accompanying CD-ROM). The examples used are general enough to apply to any industry or market. The layout of the book helps speed your learning. Throughout, the authors have split the pages into two halves: The top half presents key concepts using brief languagealmost keywordsand the bottom half uses examples to help explain those concepts. A road map in the margin of every page simplifies navigating the book and searching for specific topics. The book is suited for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector.
Chapters include: Chapter 1: Practical Problem Solving Chapter 2: Root Cause Analysis Chapter 3: Tools for Problem Understanding Chapter 4: Tools for Problem Cause Brainstorming Chapter 5: Tools for Problem Cause Data Collection Chapter 6: Tools for Problem Cause Data Analysis Chapter 7: Tools for Root Cause Identification Chapter 8: Tools for Root Cause Elimination Chapter 9: Tools for Solution Implementation Chapter 10: How to Select the Right Tool Chapter 11: Example Cases
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NEW Optimizing Student Learning A Lean Systems Approach to Improving K-12 Education
Betty Ziskovsky and Joe Ziskovsky This book is a fictionalized account of one teachers effort in applying process improvement principles to her teaching practices. Lisas story is based on actual practice, and resulted in an innovative application of the lean waste-elimination approach to classroom teaching and learning. It also resulted in Lisa completing the delivery of her entire curriculum in the school year in a way that allowed students to master the material, as evidenced by significant growth in student performance scores on the standardized achievement test in her content area.
NEW The Power of Deduction Failure Modes and Effects Analysis for Design
Michael A. Anleitner This book is aimed at engineers, managers, and other professionals who are active participants in product development activities for industrial and commercial products, including design engineers, designers, product engineers, program managers, quality managers and engineers, manufacturing engineers, and business unit managers. How can you turn DFMEA into the powerful tool that it can become? How should DFMEA be approached? This book answers these questions. It introduces DFMEA, outlines some common mistakes made when doing it, and goes deep into a straightforward but comprehensive seven-step process that will ensure your designs and products are world-class.
Mapping Work Processes

Second Edition
Bjrn Andersen, Tom Fagerhaug, Bjrnar Henriksen, and Lars E. Onsyen This peerless best-seller is a hands-on, step-by-step workbook of instructions on how to create flowcharts and document work processes. No other book even comes close in teaching practitioners these crucial techniques. While the basic, straightforward flowchart is still extensively used, it has been supplemented by a number of other types, all of which serve different purposes. The authors have therefore included several new types of process maps. All the mapping techniques have also been updated, the mapping exercise itself is put into a larger context, and organizational examples from many different industries are used throughout to help readers understand real-life applications of the material presented. An example case study is carried throughout the book to illustrate the construction and use of the different types of process maps. Chapters include: Chapter 1: Why Map Work Processes? Chapter 2: Different Approaches to Mapping Work Processes Chapter 3: The Process of Mapping a Process Chapter 4: Creating a Stakeholder Map Chapter 5: Creating a Value Chain Map/High-Level Process Model Chapter 6: Creating a Basic Flowchart Chapter 7: Creating a Cross-Functional Flowchart Chapter 8: Creating a Bottleneck Map/Flowchart With Load Statistics Chapter 9: Using the Process Maps
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NEW Complex Service Delivery Processes Strategy to Operations, Second Edition

Jean Harvey This book focuses on complex services, that is, services sought because of a lack of knowledge or skills. Complex services fall into three categories: professional services, semi-professional services, and technical services. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients want. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, from accounting to engineering, who are involved or are interested in taking part in managing their businesses will find this book an invaluable tool in achieving success.
Linking Social Word-of-Mouth, Brand Impression, and Stakeholder Behavior

Michael W. Lowenstein For many years, marketing practitioners have been focused on customer loyalty. How do you measure it, how do you protect it, and how do you reward customers for their loyal behavior? What we are coming to understand today is that creating a loyal customer may not be enough to prevent risk and even loss. This book will offer a comprehensive overview and actionable insight into the b2b and b2c consumer decision-making impact of social word-of-mouth and brand impression, including: why word-of-mouth, combined with brand perception, is so powerful; why customer advocacy is the ultimate goal for optimized business outcomes; and how to identify and minimize drivers of customer alienation and sabotage.
2011 6 x 9 hardcover Approximately 200 pages Item: H1410 ISBN 978-0-87389-811-9 Member Price: $30.00 List Price: $50.00 Available spring 2011.
The Customer Advocate and the Customer Saboteur

NEW
NEW
Quality Audits for Improved Performance

Third Edition
Dennis R. Arter This book is an excellent reference for learning and applying basic quality auditing principles. Examples and checklists throughout the book help make this one of the best single-source reference guides. Quality practitioners, registrars, and those preparing for certification exams will find this book useful. The new edition expands on established techniques and addresses both internal and supplier auditing as it relates to any quality management system, including ISO 9001, GMP, automotive, and others.
Making Change Work

Practical Tools for Overcoming Human Resistance to Change
Brien Palmer Making Change Work addresses buy-in, acceptance, motivation, anticipation, fear, uncertainty, and all the other messy human considerations that cause change to fail in the real world. The concepts included throughout the book will help you in two ways. First, the book provides tools to measure your organizations readiness to change. Second, it provides many tools to apply sequentially and logically to gain acceptance of the change throughout the organization.
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Lean Doctors
A Bold and Practical Guide to Using Lean Principles to Transform Healthcare Systems One Doctor at a Time
Aneesh Suneja and Carolyn Suneja In todays healthcare reform climate, the lean manufacturing principles pioneered by Toyota are being recognized as critical tools for eliminating waste and improving efficiency in our medical system. But the truth is, medicine is not manufacturing, and successfully applying lean principles in a healthcare setting isnt as simple as stocking supply carts and eliminating extra paperwork. The authors of this ground-breaking book have developed an approach that truly transforms healthcare settings by bringing physicians to the center of the changes by approaching one doctor at a timetransforming the way that a doctors practice or clinic operates before engaging the next. The book provides more than just steps for teaching and implementing the lean concepts, but incorporates a case study of a real clinic undergoing the change process as well as interviews with doctors, nurses, and support staff who honestly describe the improvements lean brings as well as the challenges it represents.
NEW Lean Doctors Workbook An Application Guide for Transforming Care Delivery Systems With Lean
Aneesh Suneja and Carolyn Suneja The content of this workbook is based on the book Lean Doctors: A Bold and Practical Guide to Using Lean Principles to Transform Healthcare Systems One Doctor at a Time, as well as on the experiences of the authors in leading the successful implementation of lean within a variety of healthcare systems. The authors use a detailed case study to illustrate each step in a lean transformation of an outpatient clinic, and build opportunities along the way for you to create an action plan for your organization. Designed to be used as part of a team training session or to guide a lean project team, the workbook will help shift focus from lean theory to application and ensure you get the most from your lean implementation efforts.
NEW
A Lean Guide to Transforming Healthcare

How to Implement Lean Principles in Hospitals, Medical Offices, Clinics, and Other Healthcare Organizations
Thomas G. Zidel This book is an implementation manual for lean tools and principles in a healthcare environment. Lean is a growth strategy, a survival strategy, and an improvement strategy. The goal of lean is, first and foremost, to provide value to the patient/ customer, and in so doing eliminate the delays, overcrowding, and frustration associated with the existing care delivery system. Lean creates a better working environment where what is supposed to happen does happen. On time, every time. It allows clinicians to spend more of their time caring for patients and improves the quality of care these patients receive.
Root Cause Analysis and Improvement in the Healthcare Sector

A Step-by-Step Guide
Bjrn Andersen, Tom Fagerhaug, and Marti Beltz The healthcare market is ripe for a workbook to facilitate the process of root cause analysis (RCA). While other industries employ the RCA tools liberally and train facilitators thoroughly, healthcare has lagged in establishing and resourcing a quality culture. Presently, a growing number of third-party stakeholders are holding access to accreditation and reimbursement pending demonstration of a full response to events outside of expected practice. An increasing number of exceptions to healthcare practice have precipitated a strong response advocating the use of proven quality tools in the industry. In addition, the industry has now expanded its scope beyond the hospital walls to many ancillary healthcare facilities with little experience in implementing quality tools. This book responds to the demand for an RCA workbook written specifically for healthcare, yet still broad in its definition of the industry.
2010 8 x 11 spiralbound 256 pages Item: H1379 ISBN 978-0-87389-780-8 Member Price: $36.00 List Price: $60.00
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NEW Profitability With No Boundaries Optimizing TOC and Lean-Six Sigma

Reza (Russ) M. Pirasteh and Robert E. Fox Authors Pirasteh and Fox know what causes various improvement approaches to fail, and in response provide a new model that combines theory of constraints (TOC), lean, and Six Sigma into a unique program called TLS. This scientifically proven methodology improves results dramatically. If you want to learn how to systematically improve quality, process reliability, and throughput while creating a waste-free enterprise, then this book is for you!
The ASQ Six Sigma Master Black Belt Handbook

NEW
T.M. Kubiak Achieve the highest level of Six Sigma knowledge and achievement, Master Black Belt, with this handbook that is organized and specifically addresses ASQs certification of the same name. It gives exam-takers and also those in the field the information they need on the topics critical to Master Black Belts, including enterprisewide planning and deployment, cross-functional competencies, project management, training design and delivery, mentoring responsibilities, and advanced measurement methods and tools.
2012 7 x 10 hardcover Approximately 350 pages Item: H1404 ISBN 978-0-87389-805-8 Member Price: $88.00 List Price: $146.00 Available fall 2011.
NEW
The Certified Six Sigma Black Belt Handbook

Second Edition
T.M. Kubiak and Donald W. Benbow This second edition has been updated and revised to reflect the most recent Six Sigma techniques, and to match the ASQ Certified Six Sigma Black Belt Body of Knowledge. While the primary audience for this work is the individual preparing to sit for the Six Sigma Black Belt certification exam, a secondary audience for the handbook is the quality and Six Sigma professional who would like a relevant Six Sigma reference book. Useful appendices include statistical tables, a table for control constants expanded to now include virtually all control constants, tables for both cumulative and non-cumulative forms of the most useful distributions (including binomial, Poisson, and normal), an expanded glossary with more terms relating to lean, and a second glossary of the most common Japanese terms used by quality and Six Sigma professionals.
The Certified Six Sigma Green Belt Handbook

Roderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. Zrymiak This reference manual will help those interested in passing ASQs certification exam for Six Sigma Green Belts, those who may need to train future Green Belts, and others who want a handy reference to the appropriate materials needed to conduct successful Green Belt projects. It explicitly follows the certifications Body of Knowledge and addresses each topic to exactly the level Green Belts need. From lean and project management to statistics and data analysis, the DMAIC process is explained in a clear and insightful manner. Figures, tables, references, and useful appendices only add to this books comprehensiveness. On the accompanying CD-ROM, the authors have included dozens of useful files such as case studies, articles, and blank forms.
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CAPA for the FDA-Regulated Industry
Jos Rodrguez-Prez Medical devices, biopharmaceutical, and traditional drug manufacturing companies devote an important part of their resources to dealing with incidents, investigations, and corrective and preventive actions. The corrective and preventive action system is known as the CAPA system. It is second to none in terms of frequency and criticality of its deviations, and most of the regulatory actions taken by the FDA and foreign regulators are linked to inadequate CAPA systems. This guidance book provides useful and up-to-date information about this critical topic to thousands of engineers, scientists, and manufacturing and quality personnel across the life sciences industries.
NEW
The Certified Pharmaceutical GMP Professional Handbook

ASQ Food, Drug, and Cosmetic Division The topics in the body of knowledge of this newest ASQ certification cover compliance with good manufacturing practices (GMPs), as regulated and guided by national and international agencies for the pharmaceutical industry. It covers finished human and veterinary drugs and biologics, ectoparasitacides, and dietary supplements (alternatively called nutraceuticals where regulated as drug products), as well as their component raw materials (including active pharmaceutical ingredients (APIs) and excipients) and packaging and labeling operations. With the depth and detail of its coverage of these topics, this latest addition to ASQs series of handbooks will quickly find its way onto the shelves of pharmaceutical professionals worldwide.
2011 7 x 10 hardcover Approximately 400 pages Item: H1386 ISBN 978-0-87389-794-5 Member Price: $73.00 List Price: $121.00 Available summer 2011.
The FDA and Worldwide Quality System Requirements Guidebook for Medical Devices
Second Edition
Amiram Daniel and Ed Kimmelman This new and expanded second edition maintains the organizational approach of the first and includes the requirements and guidance contained in the Quality System Regulation (QSReg), the ISO 13485:2003 standard, the ISO/TR 14969:2004 guidance document, and, as appropriate, a number of the FDA and Global Harmonization Task Force (GHTF) guidance documents. This second edition also addresses a number of additional topics, such as the incorporation of risk management into the medical device organizations QMS, QMS issues related to combination products, the key process interactions within a QMS, effective presentation of and advocacy for a QMS during FDA inspections and third-party assessments, and future FDA compliance and standards activities. The organization of the guidebook is based on the order of the requirements in the QSReg. For each substantive requirement section there is: A verbatim statement of the QSReg requirement.
A description of the comparable requirement in ISO 13485:2003, focusing on any additions to or differences from the requirements contained in the QSReg. Excerpts of the FDA responses to relevant comment groups contained in the Preamble to the QSReg. Excerpts from various FDA guidance documents related to quality management systems. A description of the relevant guidance contained in ISO/TR 14969:2004, focusing on any additions to or differences from the guidance in the Preamble and other FDA guidance documents, and, if useful, excerpts from relevant GHTF guidances. Authors notes giving guidance derived from the authors combined 60 years of regulatory compliance experience. This guidebook is a resource to medical device manufacturers, providing up-to-date information concerning required and recommended quality system practices. It should be used as a companion to the regulations/standards themselves and texts on the specific processes and activities contained within the QMS.
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NEW Lean Acres Strategic Innovation and Improvement in a Farm-iliar Setting

Jim Bowie Change can be hard. It is often difficult to conceive performing tasks in a different order, in a different place, at a different time, or in a different manner altogether. And this is only for the individual. When we talk about organizational change, the difficulty increases exponentially with each individual that is added to the equation. Regardless of organizational improvement methodology (lean, Six Sigma, ISO, balanced scorecard), as programs they are difficult to implement; as disciplines they are difficult to understand. This book uses as its basis a story that is not untrue, but it is not fact either. It is a story in which the group dynamics are real, the problems are valid, and the solutions legitimate. It asks you to consider a complex environment with multiple classes interacting between functional units with requirements that are perceived as exclusive and unique, and personalities that reinforce presumed boundaries. It asks you to follow along as all these individuals work together using the basics of four quality methodologies (lean, Six Sigma, theory of constraints, and business process reengineering) to address the problems they face, discover solutions together, and move forward in continuous performance improvement.
2011 6 x 9 softcover Approximately 250 pages Item: H1408 ISBN 978-0-87389-809-6 Member Price: $18.00 List Price: $30.00 Available spring 2011.
NEW Lean Six Sigma for the Public Sector Leveraging Continuous Process Improvement to Build Better Governments
Brandon Cole Organizations are continuously trying to make themselves better by reducing cost, increasing customer satisfaction, and creating an environment of empowered employees who continuously strive for excellence in each process and product. In much the same way, governments are continuously required to do more with less, enhance budget and organizational performance, and identify innovative ways to increase their impact. Lean Six Sigma for the Public Sector will provide the techniques necessary to tailor the methodology for government application. The authors goal is to share his extensive knowledge gained in implementing a Lean Six Sigma approach to address challenges experienced in the public sector, such as lack of customer focus, lack of leadership support, a lack of focus on metrics like profit or revenue generation, hierarchical environments, and high complexity, to name a few. The authors approach will provide easy-to-implement techniques to overcome all these challenges and more.
NEW
The Memory Jogger II

A Pocket Guide of Tools for Continuous Improvement and Effective Planning, Second Edition
Michael Brassard and Diane Ritter This pocket guide is newly updated to include many more examples by companies practicing the tools today, as well as an in-depth case study from an online retailer. This second edition uses GOAL/QPCs detailed graphics and easy-to-understand text and icons to describe what the tools are, why theyre used, and how to use them. It contains all the tools found in the first edition of the Memory Jogger II, plus 50 pages of new charts and detailed diagram samples, a new tool, and a case study.
2010 3 x 5 spiralbound 214 pages Item: P1396 ISBN 978-1-57681-113-9 Price: $16.95
The Logical Thinking Process

A Systems Approach to Complex Problem Solving
H. William Dettmer A major rewrite of Dettmers classic Goldratts Theory of Constraints, this new edition presents a new approach to building and applying logic trees. Dettmer has streamlined the process of constructing the logic trees while simultaneously ensuring that the results are more logically sound and closer representations of reality than ever before. He explains an easier, more logically sound way to integrate current reality trees with evaporating clouds. His new version of the thinking process retires the transition tree in favor of the marriage of a more detailed prerequisite tree and critical chain project management.
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NEW
NEW Quality3
A Journey to Quality Leadership
A Practical Field Guide for AS9100:2009

Second Edition
Erik Valdemar Myhrberg This field guide assists the reader, step-by-step, in implementing a quality management system (QMS) in conformance with AS9100C. This field guide fosters an inner-reliance between senior management, middle management, functional teams, and the individual. Users of the field guide will find within it practical tools, tips, and techniques useful for not only implementing a QMS but also for maintaining one. What separates this field guide from most other books on AS9100 and its implementation are the flowcharts showing the steps of a QMS to meet sub-clause requirements. You need to turn out aerospace conforming parts on time, every time, and at a competitive cost, as thats exactly what the companies that can compete now and in the future will do. This book will get you there.
Lee Mundy Quality is a journey. A series of many events that when added together culminate in a culture that has the ability to attain and sustain levels of performance that make your customers enthusiastic about your product, your employees passionate about their jobs, and your shareholders excited about the return on their investment. This book provides a guide to the creation of a comprehensive plan that combines the many tools and strategies that will allow any company to take a quality leadership position. The last portion of the title, Quality3, helps explain some of the details of the journey, including structure (5Cs), strategy (focus and APAT), and leadership.
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The Certified Quality Engineer Handbook

Third Edition
Connie M. Borror, editor This third edition provides the quality professional with an updated resource that exactly follows ASQs Certified Quality Engineer (CQE) Body of Knowledge. Today it is not uncommon for the quality engineer to be involved in quality improvement activities in healthcare, finance, education, software applications, and other non-manufacturing sectors. In response, numerous new examples and illustrations that cover applications in some of these areas have been added. This handbook can be used in preparation for the CQE exam or as a reference text for professional development. Quality engineers will find this book to be an indispensable addition to their libraries. The CD-ROM accompanying this book includes sample exams and question, selected acceptance sampling tables from ANSI/ASQ Z1.4 and Z1.9, and audio presentations of seven statistical methods.
Failure Mode and Effect Analysis

FMEA From Theory to Execution, Second Edition
D. H. Stamatis Author D. H. Stamatis has updated his comprehensive reference book on failure mode and effect analysis (FMEA). This book explains the process of conducting system, design, process, service, and machine FMEAs. Learn what FMEA is, the different types of FMEAs, how to construct an FMEA, and the linkages between FMEA and other tools. The updated edition includes information about the ISO 9000:2000 standard, the Six Sigma approach to FMEA, a special section on automotive requirements related to ISO/TS 16949, the robustness concept, and TE 9000 and the requirements for reliability and maintainability.
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AS9101D Auditing for Process Performance

NEW Combining Conformance and Effectiveness to Achieve Customer Satisfaction
Chad Kymal Auditing for effectiveness has always been an expectation of AS9101, but the reality is that most auditors have instead focused on process conformance to clause-based requirements without taking into account the process results. AS9101D has been revised to address performance in a manner never approached before and will challenge auditors to shift their auditing techniques to evaluate effectiveness of the system while focusing on customer satisfaction. This book is focused on internal auditing and guiding those professionals responsible for conducting implementation and setting up robust quality management systems that will withstand external audits against the AS9101D requirements. The book covers the history of the aerospace quality requirements, key changes to the AS9100C/AS9110/AS9120 standards, understanding audit trails, the stage 1 review and on-site audit, and corrective action and closeout activities.
NEW Using ISO 9001 in Healthcare Applications for Quality Systems, Performance Improvement, Clinical Integration, and Accreditation
James M. Levett and Robert Burney Healthcare providers deal with quality concepts and tools on a regular basis, but the idea of a quality system or quality management system (QMS) is not a familiar term. Most are familiar with control charts, lean, the PDSA cycle, Six Sigma, and the Baldrige criteria, but ISO 9001 is not usually recognized and most have no experience with a systematic program to implement quality objectives within an organization. This book explains the overall value of an ISO 9001-based QMS, its value in implementing a quality culture within an organization, using other quality tools within the ISO framework, clinical integration, accreditation, and performance improvement. Several case studies of ISO implementation in healthcare organizations are described, including a large multi-specialty group, a community hospital and hospital system, and the State Department Medical Unit in Washington, DC.
NEW
ISO Lesson Guide 2008

Pocket Guide to ISO 9001-2008, Third Edition
J.P. Russell and Dennis Arter This updated pocket guide translates ISO 9001:2008 into easy to understand words. It was designed as a quick reference for anyone to carry around conveniently. Each element containing requirements is discussed and key concepts are highlighted at the beginning of each section. Ideal for handing out to existing and new employees, this pocket guide can also be used as supplemental study material for ISO 9001 training courses.
ISO 9001:2008 Explained

Third Edition
Charles A. Cianfrani, Joseph J. Tsiakals, and John E. (Jack) West This book explains the meaning and intent of ISO 9001:2008 requirements and discusses the requirements as they relate to each product category. Where appropriate, it elaborates on why the requirements are important. It includes a list of typical audit-type questions that an organization may use to appraise compliance with the requirements. New in this third edition are recommendations for implementation. There is also a completely new chapter devoted to the implementation of a quality management system, as well as new chapters on auditing the process-based quality management system and sector applications. You need no other resource for ISO 9001:2008, as this book contains the exact text of the standard and also the exact definitions of ISO 9000:2005!
BEST-SELLERS
800-248-1946
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Second Edition
T.M. Kubiak and Donald W. Benbow This second edition has been updated and revised to reflect the ASQ Certified Six Sigma Black Belt Body of Knowledge. Useful appendices include statistical tables, a table for control constants expanded to now include virtually all control constants, tables for both cumulative and non-cumulative forms of the most useful distributions (including binomial, Poisson, and normal), an expanded glossary with more terms relating to lean, and a second glossary of the most common Japanese terms used by quality and Six Sigma professionals.

Roderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. Zrymiak This reference manual will help those interested in passing ASQs certification exam for Six Sigma Green Belts, those who may need to train future Green Belts, and others who want a handy reference to the appropriate materials needed to conduct successful Green Belt projects. From lean and project management to statistics and data analysis, the DMAIC process is explained in a clear and insightful manner. Figures, tables, references, and useful appendices only add to this books comprehensiveness.
The ASQ Six Sigma Master Black Belt Handbook

NEW
T.M. Kubiak Achieve the highest level of Six Sigma knowledge and achievement, Master Black Belt, with this handbook that specifically addresses ASQs certification of the same name. It gives exam-takers and also those in the field the information they need on the topics critical to Master Black Belts, including enterprise-wide planning and deployment, cross-functional competencies, project management, training design and delivery, mentoring responsibilities, and advanced measurement methods and tools.
ASQ CERTIFICATIONS
The ASQ Auditing Handbook

Third Edition
J.P. Russell, editorial director This best-selling handbook is organized to correspond exactly with the ASQ Certified Quality Auditor (CQA) Body of Knowledge. It provides comprehensive coverage for nearly every aspect of the audit function. Though a valuable resource for studying for the CQA exam, it is also meant to be the single source for quality, environmental, and safety and health auditors, audit managers, audit teams, and other professionals in the field. The auditing handbook is designed to provide practical guidance for system and process auditors. Practitioners in the field have provided content, example audit situations, stories, and review comments as the handbook evolved. The appendices include example forms and an example guide for when subject matter experts are needed on the audit team.
The Biomedical Quality Auditor Handbook

ASQ Biomedical Division Written by a team of professionals from the medical device industry, this handbook serves as a reference source for the application of quality auditing principles to the biomedical industry, including coverage specifically pertaining to medical devices. The book focuses on the understanding of domestic and international concepts and principles of biomedical quality auditing, and includes information on related regulations, directives, standards, and guidance. The book covers a wide range of subjects that have specific interpretations unique to the biomedical industry. Based on the body of knowledge established by ASQs Biomedical Division, this book is a valuable reference for biomedical professionals who want to execute better audits for medical devices and gain basic knowledge of biomedical technical areas and regulatory requirements.
The Certified HACCP Auditor Handbook

ASQ Food, Drug, and Cosmetic Division This handbook assists the certification candidate to prepare for the ASQ Certified HACCP Auditor (CHA) exam. This volume incorporates most of the resource material that was first published in The Quality Auditors HACCP Handbook, and includes brand new chapters covering the HACCP audit, the HACCP auditor, and quality assurance analytical tools. In addition, new appendices describe ISO 22000:2005, Food safety management systemsRequirements for any organization in the food chain, and also validation of HACCP systems. A CD-ROM includes a sample CHA exam.
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The Certified Quality Engineer Handbook

Third Edition
Connie M. Borror, editor This third edition provides the quality professional with an updated resource that exactly follows ASQs Certified Quality Engineer (CQE) Body of Knowledge. Today it is not uncommon for the quality engineer to be involved in quality improvement activities in healthcare, finance, education, software applications, and other non-manufacturing sectors. In response, numerous new examples and illustrations that cover applications in some of these areas have been added. The CD-ROM accompanying this book includes sample exams and question, selected acceptance sampling tables from ANSI/ASQ Z1.4 and Z1.9, and audio presentations of seven statistical methods.
The Certified Quality Process Analyst Handbook

Eldon H. Christensen, Kathleen M. Coombes-Betz, and Marilyn S. Stein This handbook covers the Certified Quality Process Analyst Body of Knowledge explicitly and comprehensively. The book and certification are aimed at the paraprofessional who, in support of and under the direction of quality engineers or supervisors, analyzes and solves quality problems and is involved in quality improvement projects. This book is perfect for both recent graduates and those with work experience who want to expand their knowledge of quality tools and processes.
The Lean Certification Handbook

NEW
George Alukal and Anthony Manos, editors This comprehensive handbook covers all the topics included in the body of knowledge of the Lean Certification (SME/AME/Shingo Prize/ASQ Partnership), including cultural enablers, continuous process improvement, consistent lean enterprise culture, and business results. Written by a team of lean experts with years of experience in the field, this book will be indispensible to anyone interested in implementing and sustaining a lean initiative.
ASQ CERTIFICATIONS
The Certified Quality Technician Handbook

Donald W. Benbow, Ahmad K. Elshennawy, and H. Fred Walker This reference book makes it easy to master quality assurance subject matter. Those interested in auditing, design of experiments, management, quality costs, sampling, and reliability will find this text helpful. Whether you want to brush up on skills needed in your profession, or review material before taking the Certified Quality Technician (CQT) exam, this guide can help. Readers do not need a formal statistical background nor is it necessary to attend a course before using this book. This guide can also help an engineer or quality professional brush up on skills required for ones job due to newly assigned responsibilities. The accompanying CD-ROM contains a CQT sample exam, with problems organized to correspond to the body of knowledge for the ASQ certification.
The Metrology Handbook

Jay L. Bucher, editor Developed as a practical reference for metrology and calibration professionals, this handbook provides a foundation for understanding basic metrology and calibration principles and practices, and is appropriate for those with intermediate or advanced experience seeking to increase their knowledge. This book is a collection of valuable information compiled by experts in the field to serve as a single resource for metrology and calibration professionals. The supplemental CD-ROM contains acronyms and abbreviations, a glossary of terms, tables and formulas, and common conversions. This handbook serves as an excellent desktop reference for calibration technicians, supervisors, managers, quality inspectors, auditors, those in calibration and/or testing laboratories, consultants, and teachers. Many of the topics listed in the ASQ Certified Calibration Technician (CCT) Body of Knowledge are presented.
The Certified Reliability Engineer Handbook

Donald W. Benbow and Hugh W. Broome Reliability engineers are professionals who understand the principles of performance evaluation and prediction to improve product/systems safety, reliability, and maintainability. This handbooks chapters and sections match the body of knowledge (BOK) specified for ASQs Reliability Engineer certification. An accompanying CD-ROM contains supplementary problems covering each chapter and a simulated exam that has problems distributed among the chapters according to the scheme published in the BOK.
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The Certified Manager of Quality/Organizational Excellence Handbook

Third Edition
Russell T. Westcott, editor This handbook provides comprehensive guidance for process improvement, describes tools and techniques to drive change, emphasizes sound management principles that have relevance even beyond the quality field, and can be a primer for new leaders and a go-to manual for experienced professionals. In addition to being a peerless reference on quality management, this is the most comprehensive preparatory guide for the ASQ Certified Manager of Quality/Organizational Excellence exam. Included in appendices are the newly updated body of knowledge, an extensive glossary of terms, a list of additional references for further study, and (on an accompanying CD-ROM) 150 multiplechoice practice exam questions, a constructed response practice exam question with examples of responses, and seven other constructed response questions that can be used for practice.
The Certified Pharmaceutical GMP Professional Handbook

ASQ Food, Drug, and Cosmetic Division The topics in the body of knowledge of this newest ASQ certification cover compliance with good manufacturing practices (GMPs), as regulated and guided by national and international agencies for the pharmaceutical industry. It covers finished human and veterinary drugs and biologics, ectoparasitacides, and dietary supplements (alternatively called nutraceuticals where regulated as drug products), as well as their component raw materials (including active pharmaceutical ingredients (APIs) and excipients) and packaging and labeling operations. With the depth and detail of its coverage of these topics, this latest addition to ASQs series of handbooks will quickly find its way onto the shelves of pharmaceutical professionals worldwide.
2011 7 x 10 hardcover 400 pages Item: H1386 ISBN 978-0-87389-794-5 Member Price: $73.00 List Price: $121.00 Available summer 2011.
ASQ CERTIFICATIONS
The Quality Improvement Handbook

Second Edition
ASQ Quality Management Division; John E. Bauer, Grace L. Duffy, and Russell T. Westcott, editors This book is for anyone who wants to improve themselves and/or their organization. It is particularly salient for those at the beginning stages of learning about the history, concepts, and tools of quality. In addition, the content of this book is structured exactly to follow the Body of Knowledge (BOK) of ASQs Certified Quality Improvement Associate (CQIA) certification. While the content coincides with the sequence of the BOK, each chapter stands alone, and the chapters may be read in any order. Where appropriate, supplemental reading suggestions are provided. A sample test is provided on a CD-ROM, along with tables giving cross-references to the suggested reference materials as well as the BOK. Answers to the questions in the sample test are also provided.
The Certified Software Quality Engineer Handbook

Linda Westfall This handbook addresses all of the topics of the ASQ Certified Software Quality Engineer (CSQE) Body of Knowledge. Armed with the knowledge presented in this handbook to complement the required years of actual work experience, qualified software quality practitioners may feel confident they have taken appropriate steps in preparation for the CSQE exam. This invaluable handbook also goes well beyond being simply an exam preparation guide. It is designed to be a resource not only for software quality engineers, but also for software development practitioners, project managers, organizational managers, and other professionals who need to understand the aspects of software quality that impact their work. Includes three full practice exams and answers (with explanations) on an accompanying CD-ROM.
The Certified Quality Inspector Handbook

H. Fred Walker, Ahmad K. Elshennawy, Bhisham C. Gupta, and Mary McShane Vaughn The quality inspector is the person perhaps most closely involved with day-to-day activities intended to ensure products and services meet customer expectations. He/she is required to understand and apply a variety of tools and techniques, as described in the ASQ Certified Quality Inspector (CQI) Body of Knowledge. These tools and techniques include technical math, metrology, inspection and test techniques, and quality assurance. This handbook serves as a ready reference for quality inspectors and quality inspectorsin-training, as well as a comprehensive reference for those individuals preparing to take the ASQ CQI exam. Examples and problems used throughout the handbook are thoroughly explained, algebra-based, and drawn from real-world situations encountered in the quality profession. This comprehensive reference is a must-have for every quality inspectors bookshelf.
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Bjrn Andersen, Tom Fagerhaug, and Marti Beltz The healthcare market is ripe for a workbook to facilitate the process of root cause analysis (RCA). While other industries employ the RCA tools liberally and train facilitators thoroughly, healthcare has lagged in establishing and resourcing a quality culture. Presently, a growing number of third-party stakeholders are holding access to accreditation and reimbursement pending demonstration of a full response to events outside of expected practice. An increasing number of exceptions to healthcare practice have precipitated a strong response advocating the use of proven quality tools in the industry. This book responds to the demand for an RCA workbook written specifically for healthcare, yet still broad in its definition of the industry.
Lean Doctors
A Bold and Practical Guide to Using Lean Principles to Transform Healthcare Systems One Doctor at a Time
Aneesh Suneja and Carolyn Suneja In todays healthcare reform climate, the lean manufacturing principles pioneered by Toyota are being recognized as critical tools for eliminating waste and improving efficiency in our medical system. But the truth is, medicine is not manufacturing, and successfully applying lean principles in a healthcare setting isnt as simple as stocking supply carts and eliminating extra paperwork. The authors of this ground-breaking book have developed an approach that truly transforms healthcare settings by bringing physicians to the center of the changes by approaching one doctor at a time transforming the way that a doctors practice or clinic operates before engaging the next. The book incorporates a case study of a real clinic undergoing the change process.
Lean Doctors Workbook

NEW An Application Guide for Transforming Care Delivery Systems With Lean
Aneesh Suneja and Carolyn Suneja The content of this workbook is based on the book Lean Doctors: A Bold and Practical Guide to Using Lean Principles to Transform Healthcare Systems One Doctor at a Time, as well as on the experiences of the authors in leading a successful lean implementation within a variety of healthcare systems. The authors use a detailed case study to illustrate each step in a lean transformation of an outpatient clinic, and build opportunities along the way for you to create an action plan for your organization. Designed to be used as part of a team training session or to guide a lean project, the workbook will help shift focus from lean theory to application and ensure you get the most from your lean implementation efforts.
ASQ HEALTHCARE
NEW Lean Hospitals Improving Quality, Patient Safety, and Employee Satisfaction
Mark Graban Drawing on his years of working with hospitals, Mark Graban explains why and how lean can be used to improve safety, quality, and efficiency in a healthcare setting. After highlighting the benefits of lean methods for patients, employees, physicians, and the hospital itself, he explains how lean manufacturing staples such as value stream mapping and process observation can help hospital personnel identify and eliminate waste in their own processes, effectively preventing delays for patients, reducing wasted motion for caregivers, and improving the quality of care.
2008 7 x 10 softcover 252 pages Item: P1365 ISBN 978-1-42008-380-4 Price: $44.95
NEW On the Mend Revolutionizing Healthcare to Save Lives and Transform the Industry
John Toussaint and Roger A. Gerard Part case study, part manifesto, this groundbreaking new book by a doctor and a healthcare executive uses reallife anecdotes and the logic of lean thinking to make a convincing argument that a revolutionary new kind of healthcare lean healthcareis urgently needed and eminently doable. In On the Mend: Revolutionizing Healthcare to Save Lives and Transform the Industry, John Toussaint, former CEO of ThedaCare, and Roger A. Gerard, ThedaCares chief learning officer, candidly describe the triumphs and stumbles of a seven-year journey to lean healthcare, an effort that continues today.
2010 6 x 9 hardcover 181 pages Item: P1417 ISBN 978-1-93410-927-4 Price: $30.00
Our Journey to Performance Excellence

Richard G. Hastings Saint Lukes Health System, based in Kansas City, MO, includes 11 hospitals in Missouri and Kansas, plus many related healthcare services. Recognized for its commitment to education and research, Saint Lukes is world-renowned for clinical care and innovation at its Saint Lukes Mid America Heart Institute and Saint Lukes Brain and Stroke Institute. In addition, Saint Lukes is a regional leader in cancer care, provides the areas highest level of neonatal care, and operates the regions only ICU. In 2003, the health systems tertiary facility, Saint Lukes Hospital of Kansas City, became only the second hospital to receive the nations premier quality honor, the Malcolm Baldrige National Quality Award.
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A Lean Guide to Transforming Improving Healthcare Using Healthcare Toyota Lean How to Production Implement Methods
Lean Principles in Hospitals, Medical Offices, Clinics, and Other Healthcare Organizations 46 Steps for Improvement, Second Edition
Robert Chalice The first part of the book explains cost and quality issues facing U.S. healthcare. From that understanding, the second part then teaches healthcare providers a 46-step recipe to reduce costs and improve quality by using Toyota Lean Production methods. Although other books have presented Toyotas lean methods, this book goes further by showing how to directly apply those successful methods to healthcare, where they are sorely needed. This book is a practical manual for healthcare providers to use to improve quality and reduce costs. It can be a multiyear strategic plan for healthcare providers to adopt. This second edition includes additional improvement steps and five new appendices of practical examples authored by renowned lean experts.
Foundations in Patient Safety for Health Professionals

NEW
Kimberly A. Gait and Karen A. Paschal Covering a wide range of healthcare disciplines, Foundations in Patient Safety for Health Professionals is a practical, comprehensive guide to creating a culture of safety in healthcare settings. Developed by faculty members in bioethics, business, dentistry, law, medicine, nursing, occupational therapy, pharmacy, physical therapy, and social work, this introductory textbook presents the history of safety and the core concepts of patient safety. This important resource features a patientcentered approach within a practice-based context. Written in a straightforward style, it uses personal and professional stories to illustrate the application of safety principles.
ASQ HEALTHCARE
Thomas G. Zidel This is an implementation manual for lean tools and principles in a healthcare environment. Lean is a growth strategy, a survival strategy, and an improvement strategy. The goal of lean is, first and foremost, to provide value to the patient/ customer, and in so doing eliminate the delays, overcrowding, and frustration associated with the existing care delivery system. Lean creates a better working environment where what is supposed to happen does happen on time, every time. It allows clinicians to spend more of their time caring for patients and improves the quality of care these patients receive.
Solutions to the Healthcare Quality Crisis

Cases and Examples of Lean Six Sigma in Healthcare
Sren Bisgaard, editor This book demonstrates that effective solutions based on modern quality management principles can be applied to alleviate many problems locally within healthcare institutions. It is designed to support doctors, nurses, technicians, and administrators who are interested in applying quality management principles and Lean Six Sigma tools to improve healthcare within their own institutions.
Lean Six Sigma for the Healthcare Practice

A Pocket Guide
Roderick A. Munro This book is a complete, easy-toread, quick and handy reference to the process improvement topics that are so important in healthcare. The first seven sections of the book cover the basics of Lean Six Sigma and how it can be applied and implemented. The tool matrix guide included is arranged alphabetically for ease of finding tools as needed. The remainder of the pocket guide gives a brief description of the various tools and methodologies used in Lean Six Sigma. Each discussion has purposefully been kept short and simple to allow for basic understanding and some tips of how or when to use the tool. If more detail is needed, other references can be consulted to gain the full impact of the tool.
Lean-Six Sigma for Healthcare

A Senior Leader Guide to Improving Cost and Throughput, Second Edition
Greg Butler, Chip Caldwell, and Nancy Poston This book explains the powerful techniques of Lean Six Sigma specifically for healthcare organizations, and focuses on the executive level. Successful Lean Six Sigma deployment begins and ends with a focus on achieving strategic results. Lean Six Sigma can aggressively improve throughput and quality while extracting significant costs within the organization. Lean Six Sigma takes leaders down a different path in the exploration and implementation of methods that drive quantum improvement, and this book will serve as the guide.
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ANSI/ISO/ASQ Q9001-2008:
Quality management systems Requirements
2008 Softcover 40 pages Item: T860 Item: T860E PDF Member Price: $92.00 List Price: $116.00
ISO 9001:2008 Explained

Third Edition
Charles A. Cianfrani, Joseph J. Tsiakals, and John E. (Jack) West This book explains the meaning and intent of the requirements of ISO 9001:2008 and discusses the requirements as they relate to each product category. Where appropriate, it elaborates on why the requirements are important. It includes a list of typical audit-type questions that an organization may use to appraise compliance with the requirements. New in this third edition are recommendations for implementation. There is also a completely new chapter devoted to the implementation of a quality management system, as well as new chapters on auditing the process-based quality management system and sector applications. You need no other resource for ISO 9001:2008, as this book contains the exact text of the standard and also the exact definitions of ISO 9000:2005!
Also available in a pocket size!

Item: T860P Member Price: $92.00 List Price: $116.00
Ahora disponible en Espaol!

Item: T861 Member Price: $92.00 List Price: $116.00
ISO 9001
NEW
Basics
Internal Auditing
An Introduction to Auditing for Employees (DVD and Learning Guide)

Inform International This is an easyto-understand 30-minute program on the basics of internal auditing. It is ideal for giving employees newly assigned to an audit team a quick understanding of what an audit is all about and how an internal audit program works. This video training program will help create employee buy-in to your management system efforts and contribute to a corporate culture that will be conducive for continually improving your companys management system. Use the program in a classroom session or with individual new hire employees. The video is presented in a straightforward, no-nonsense manner by Jack West and Charles Cianfrani, who have been training auditors and conducting audits for many years.
2010 DVD 30 minutes Item: TA1136DVD Price: $249.00
Cracking the Case of ISO 9001:2008 for Manufacturing/Service

A Simple Guide to Implementing Quality Management in Manufacturing/Service, Second Edition
Charles A. Cianfrani and John E. (Jack) West This handy pocket guide gives tools and resources to make ISO 9001 seem like less of a mystery in organizations. It explains the essential elements of each clause of the ISO 9001:2008 standard, providing an overview of what each requirement means for your organization and how to carry out the various tasks of those requirements. This guide is intended to help everyone in an organization participate in creating and sustaining a foundation of integrity, meeting requirements and customer expectations, and supporting robust processes, to the advantage of everyone in the organization and to each of its customers. Its also a simple, inexpensive way to explain ISO 9001 to everyone in an organization, thus helping garner the support critical for any successful ISO 9001 initiative.
Cracking the Case of ISO 9001:2008 for Manufacturing

Second Edition
Cracking the Case of ISO 9001:2008 for Service

Second Edition
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ISO 9001:2008 Internal Audits The Process Approach Audit The ASQ ISO 9000:2000 Made Easy Checklist for Handbook Charles A Cianfrani, Tools, Manufacturing
Techniques, and Step By-Step Guidelines for Successful Internal Audits, Third Edition
Karen Welch Finally, a comprehensive process audit checklist has been developed to be used with ISO 9001:2000! This manual was developed to assist anyone involved with conducting or planning quality system audits including quality auditors, quality managers, quality system coordinators, management representatives, and quality engineers. In addition, potential auditees in any function or position should find the questions useful in preparing for an audit.
ISO 9001
Anne W. Phillips This book is intended to help managers, management representatives, internal audit coordinators, and internal auditors implement a practical internal audit process that meets the requirements of ISO 9001:2008 while also adding significant, measurable value to the organizations bottom line. This book contains tools, techniques, and step-by-step guidelines that can also be used by those organizations that have a well-established internal audit process but are looking for easy ways to make that process more effective. The tools in the appendices have also been provided on CD to facilitate your customizing them to fit the specific needs of your organization.
John E. Jack West, and Joseph J. Tsiakals Written by more than 30 experts in the field, The ASQ ISO 9000:2000 Handbook is one of the most comprehensive resources for all your ISO 9000 questions. Featuring more than 60 chapters addressing nearly every aspect of the year 2000 revisions, this handbook provides valuable information to those seeking ISO 9000 compliance as well as those who are already registered. To help you achieve in-depth comprehension of the standards, all of the ANSI/ISO/ASQ Q9000-2000 standards are included. In addition, an in-depth glossary provides thorough explanations of the terms, concepts, and management principles that are crucial to a complete understanding of an ISO 9000 QMS. The handbook is also an excellent desk reference for those who want to expand their expertise on ISO 9000. From documenting your procedures to meeting customer needs, this book covers every ISO 9000-related topic.
Process Driven Comprehensive Auditing

A New Way to Conduct ISO 9001:2008 Internal Audits, Second Edition
Paul C. Palmes This book is for the novice internal auditor to provide an easy-to-understand method for conducting a highly effective audit. By combining a series of general questions drawn from many elements of the ISO 9001:2008 standard with a crossreference guide to particular elements such as purchasing, design, production control, and calibration, the methods presented in this book offer a practical and uncomplicated starting point for any first time auditor.
2009 6 x 9 softcover Approximately 150 pages Item: H1348 ISBN 978-0-87389-754-9 Member Price: $26.00 List Price: $44.00
A Practical Field Guide for ISO 9001:2008

Erik Valdemar Myhrberg This field guide assists organizations in implementing a quality management system (QMS) in conformance with ISO 9001:2008, whether from scratch or by transitioning from ISO 9001:2000. It examines each sub-clause of Sections 48 of ISO 9001:2008, which contain the requirements, and gives a list of the documentation/documents required, internal audit questions, a summary of managements responsibilities, and a flowchart of the steps that need to be taken to satisfy the requirements. It also includes a sectional cross-evaluation that shows where the requirements in each sub-clause within ISO 9001:2000 appear in ISO 9001:2008.

J.P. Russell and Dennis Arter This updated pocket guide translates ISO 9001:2008 into easy to understand words. It was designed as a quick reference for anyone to carry around conveniently. Each element containing requirements is discussed and key concepts are highlighted at the beginning of each section. Ideal for handing out to existing and new employees, this pocket guide can also be used as supplemental study material for ISO 9001 training courses.
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ISO 9001:2008 for Small and Medium Businesses

Second Edition
Denise Robitaille Author Denise Robitaillemember of U.S. TAG to ISO/TC 176, the committee responsible for updating the ISO 9000 family of standardstakes readers into a seldom discussed but needed area of the ISO 9001 standardapplying it to small and medium sized businesses. This is an excellent resource for someone considering implementing ISO 9001 in a company of 500 or less, but isnt sure how to make each point in the standard apply to their company. Robitaille guides readers through each clause, including techniques for small businesses to simplify compliance for small and medium sized organizations. Terms described in the standard are defined in this guide to help you along. You need little or no previous ISO 9001 experience to use this guide.
Lean ISO 9001

Mike Micklewright Myriad studies have acknowledged that ISO 9001-registered companies outperform non-ISO 9001 registered companies; however, a main finding in many studies has shown that registered companies are performing at the same level regardless of their ISO 9001 registration. While many companies are mandated to be ISO 9001 certified, they are not obtaining the value from it they would like. At the same time there are tens of thousands of companies worldwide participating in a lean journeymodeled after the Toyota Production Systemto eliminate waste in their processes. One of the biggest problems organizations have with lean implementation is sustaining the improvements they make. Author Mike Micklewright believes that implementing lean and ISO 9001 are two complementary forces that when combined can be a powerful force in driving increased profits for any ISO 9001-registered organization. Use this book in leaning out your quality management system processes and provide a spark for your ineffective and sedentary system.
ISO 9001
Making Government Great Again

Mapping the Road to Success With ISO 9001:2008
John D. Baranzelli Written by the Illinois ISO quality assurance officer, this book is a case study of the first state transportation agency in the country to achieve ISO 9001:2000 certification for its major business processes: the Illinois Department of Transportation (IDOT). And IDOT sustained that achievement by successfully transitioning to ISO 9001:2008 in July 2009. Its registration encompasses all processes involved in the planning, design, and construction of road and bridge improvements, maintenance of existing roads and bridges, and administrative oversight in the central administrative office and District Six in Springfield, IL.
ISO 9001:2008 Interpretive Guide for the Design and Construction Project Team (e-Book)
ASQ Design and Construction Division and John R. Broomfield, editor A process-based QMS conforming to ISO 9001 can be used to add value and prevent loss while providing confidence that requirements will be met. The Table of Interpretations relates the generically worded clauses of ISO 9001 in the language used by owners, project managers, designers, and contractors so all members of the project team can see how to work systematically (apart and together) to meet requirements.
Note: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-book purchases are non-refundable.
Correct! Prevent! Improve!

Driving Improvement Through Problem Solving and Corrective and Preventive Action, Second Edition
Kathy Roberts and Jeanne Ketola The new second edition is a concise, stepby-step guide that takes the reader through a basic problem-solving process, describing how the concepts of corrective and preventive action are incorporated into the corrective and preventive action process. This excellent reference for developing, implementing, and maintaining a corrective and preventive action system (including the requirements within ISO 9001:2008) is designed to help organizations understand the key components that will help them achieve results for their organization.
2009 116 pages Adobe Acrobat PDF file Item: E1364 Member Price: $40.00 List Price: $66.00
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2011 6 x 9 softcover 144 pages Item: H1411 ISBN 978-0-87389-812-6 Member Price: $24.00 List Price: $40.00 Available February 2011.
NEW ASQ/ANSI/ISO 26000:2010 Guidance on social responsibility

This standard provides guidance on the underlying principles of social responsibility, recognizing social responsibility and engaging stakeholders, the core subjects and issues pertaining to social responsibility, as well as ways to integrate socially responsible behavior into the organization. The standard emphasizes the importance of results and improvements in performance on social responsibility. It is intended to be useful to all types of organizations in the private, public, and nonprofit sectors, whether large or small, and whether operating in developed or developing countries. While not all parts of this standard will be of equal use to all types of organizations, all core subjects are relevant to every organization. All core subjects comprise a number of issues, and it is an individual organizations responsibility to identify which issues are relevant and significant for the organization to address, through its own considerations and through dialogue with stakeholders. Governmental organizations, like any other organization, may wish to use this standard. However, it is not intended to replace, alter, or in any way change the obligations of the state.
2010 8 x 11 spiralbound 118 pages Item: T866 Item: T866E PDF Member Price: $139.00 List Price: $169.00
ISO 26000
A Guide to GREEN for the Quality Professional

Sam Windsor Green is all over the news and is in most marketing campaigns. We talk about green jobs, becoming green, recycling, and carbon off setting. Every company has a greener product and every politician has a position on green. No matter what happens in Washington, DC, it is clear that green will be around for a while and that at some point your business will have to address it. This book addresses green in ways that will be familiar to those who apply quality tools and understand managing and improving processes. Applying the management approach presented in the ISO standards (including the forthcoming ISO 26000 standard on social responsibility), quality measurement tools, and improvement methodologies gives every quality professional the opportunity to lead their company to becoming truly green.
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Six Sigma Forum Magazine

Six Sigma Forum Magazine is the flagship publication of the ASQ Six Sigma Forum, and is published in conjunction with ASQ. The magazines mission is to provide a holistic view of Six Sigma, from the basics to the boardroom. The magazine, published quarterly, will address the various professional developmental needs of Six Sigma Executives, Champions, Master Black Belts, Black Belts, and Green Belts. The latest issue of Six Sigma Forum Magazine is available for review on the ASQ website. There you can review the latest issues contents, learn more about the ASQ Six Sigma Forum, or subscribe. Six Sigma Forum Magazine is published quarterly in November, February, May, and August. ASQ Member Rate: $49.00 Domestic; $78.00 International; $71.00 Canada (includes GST). List Rate: $83.00 Domestic U.S.; $93.00 International; $89.00 Canada (includes GST). Institutional e-Subscription Rate: $906.00 Visit www.asq.org/pub/sixsigma for more information.
Quality Management Journal

Quality Management Journal is a quarterly, peer-reviewed journal published by ASQ. It links the efforts of academic researchers and quality management practitioners by publishing significant research relevant to quality management practice and provides a forum for discussion of such research by academics and practitioners. Quality Management Journal actively seeks new research that scientifically explores quality management principles for publication. While foremost a research journal, its articleswhile grounded in research and theoryare written specifically for quality management practitioners. Readers represent a variety of industries including manufacturing, service, and education. Most readers have senior responsibilities within their organizations. The latest issue of Quality Management Journal is available for review on the ASQ website. There you can read full-text articles, executive briefs, and book reviews from the most recent issue. You can also peruse past issues, review our author guidelines, order reprints, or subscribe. Quality Management Journal is published in January, April, July, and October. ASQ Member Rate: $56.00 Domestic; $82.00 International; $88.00 Canada (includes GST). List Rate: $83.00 Domestic U.S.; $100.00 International; $105.00 Canada (includes GST). Institutional e-Subscription Rate: $984.00 Visit www.asq.org/pub/qmj for more information.
ASQ JOURNALS
Software Quality Professional

Software Quality Professional is a quarterly, peer-reviewed journal published by ASQ. Its mission is to help software professionals apply quality principles to the development and use of software and software-based systems. Software Quality Professional publishes case studies, experiencedbased reports, and state-of-the-art reviews to provide practitioners with an understanding of those software quality practices that have proved effective in a wide range of industries, applications, and organizational settings. To enhance personal and professional growth, the journal provides a forum for exchanging practical ideas and experiences. Software Quality Professional constantly strives to improve the professionalism of practitioners, the satisfaction of customers, and the well-being of the larger society. The latest issue of Software Quality Professional is available for review on the ASQ website. There you can read article summaries, full-text articles, and resource reviews from the most recent issue. You can also peruse past issues, review our author guidelines, or subscribe. Software Quality Professional is published quarterly in December, March, June, and September. ASQ Member Rate: $49.00 Domestic; $78.00 International; $71.00 Canada (includes GST). List Rate: $83.00 Domestic U.S.; $105.00 International; $105.00 Canada (includes GST). Institutional e-Subscription Rate: $906.00 Visit www.asq.org/pub/sqp for more information.
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Journal of Quality Technology

The Journal of Quality Technology is a peer-reviewed journal published by ASQ. It contributes to the technical advancement of the quality sciences by publishing papers that emphasize the practical applicability of new statistical techniques on design of experiments, process monitoring, reliability, and applied statistics. Papers present new methods, case study examples, comparisons of existing methods, and reviews of the literature on topics of current interest. The latest issue of the Journal of Quality Technology is available for review on the ASQ website. There you can look inside the latest issue and read article summaries, full-text articles, and book reviews. You can also peruse past issues and upcoming articles, review our author guidelines, order reprints, or subscribe. The Journal of Quality Technology is published in January, April, July, and October. ASQ Member Rate: $34.00 Domestic; $54.00 International; $57.00 Canada (includes GST). List Rate: $49.00 Domestic U.S.; $71.00 International; $66.00 Canada (includes GST). Institutional e-Subscription Rate: $756.00 Visit www.asq.org/pub/jqt for more information.
The Journal for Quality and Participation

The Journal for Quality and Participation is peer-reviewed and published by ASQ. It focuses on the people side of quality, particularly employee involvement, facilitation, and teams; human resource management; leadership theories and practices; and change management, as well as articles related to the education market and social responsibility. The latest issue of The Journal for Quality and Participation is available for review on the ASQ website. There you can look inside the latest issue and read article summaries, full-text articles, and book reviews. You can also peruse past issues and upcoming articles, review our author guidelines, order reprints, or subscribe. The Journal for Quality and Participation is published in January, April, July, and October. ASQ Member Rate: $49.00 Domestic; $78.00 International; $71.00 Canada (includes GST). List Rate: $83.00 Domestic U.S.; $93.00 International; $93.00 Canada (includes GST). Institutional e-Subscription Rate: $720.00 Visit www.asq.org/pub/jqp for more information.
ASQ JOURNALS
Quality Engineering
Quality Engineering is a peerreviewed, quarterly journal co-published by Taylor and Francis and ASQ. Directed to professionals in all engineering and management fields interested in quality improvement, this journal provides the widestranging coverage of how-we-did-it accomplishments, focusing on comprehensive quality science applications throughout the entire economy and society. The journal contains the latest thinking on quality control and quality assurance management, related physical technology, associated statistical tools, standards information, and more. ASQ members receive special pricing when purchased through ASQ. Subscriptions are available to ASQ members only. If you wish to subscribe to this journal and are not an ASQ member, please contact the publisher directly. Quality Engineering is published in January, April, July, and October. ASQ Member Rate: $34.75 Domestic; $51.25 International; $51.25 Canada (includes GST).
Technometrics
Technometrics is co-published by ASQ and the American Statistical Association (ASA). The journal emphasizes clear communication among statisticians and practitioners of these sciences and the application of statistical concepts and methods to problems that occur. Technometrics publishes papers that describe new statistical techniques, illustrate innovative application of known statistical methods, or review methods, issues, or philosophies in a particular area of statistics or science, when such papers are consistent with the journals objective. Since 1959, the methods presented in the journal have reflected changes in the discipline. ASQ members receive special pricing when purchased through ASQ. Subscriptions are available to ASQ members only. If you wish to subscribe to this journal and are not an ASQ member, please contact the publisher directly. Technometrics is published quarterly in February, May, August, and November. ASQ Member Rate: $30.00 Domestic; $30.00 International; $30.00 Canada (includes GST).
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Second Edition
T.M. Kubiak and Donald W. Benbow This second edition has been updated and revised to reflect the most recent Six Sigma techniques, and to match the ASQ Certified Six Sigma Black Belt Body of Knowledge. While the primary audience for this work is the individual preparing to sit for the Six Sigma Black Belt certification exam, a secondary audience for the handbook is the quality and Six Sigma professional who would like a relevant Six Sigma reference book. Useful appendices include statistical tables, a table for control constants expanded to now include virtually all control constants, tables for both cumulative and non-cumulative forms of the most useful distributions (including binomial, Poisson, and normal), an expanded glossary with more terms relating to lean, and a second glossary of the most common Japanese terms used by quality and Six Sigma professionals.
Six Sigma for the New Millennium

A CSSBB Guidebook, Second Edition
Kim H. Pries This book follows the ASQ Certified Six Sigma Black Belt (CSSBB) Body of Knowledge (BOK) exactly and is designed to walk the reader through at a medium-level of detail. Organization of the material is completely straightforward broken down into bite-size chunks with the student in mind. While a plethora of books claim some relation to Six Sigma, unfortunately very few of them support the BOK explicitly. It can serve as an intense, high-speed tutorial for the CSSBB exam, a reference for the working Black Belt, or a resource to find further reading. Trainers could use it in their Black Belt certification preparation classes.
The Six Sigma Handbook

NEW A Complete Guide for Green Belts, Black Belts, and Managers at All Levels, Third Edition
Thomas Pyzdek and Paul Keller The authoritative classic, revised and updated for todays Six Sigma practitioners! Whether you want to further your Six Sigma training to achieve a Black or Green Belt, or you are totally new to the quality management strategy, you need reliable guidance. This book shows you, step by step, how to integrate this profitable approach into your companys culture. Six Sigma has evolved with the changing global economy, and this text is your key to ensuring that your company realizes significant gains in quality, productivity, and sales in todays business climate.
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SIX SIGMA
Applied Statistics for the Six Sigma Green Belt

Bhisham C. Gupta and H. Fred Walker Applied Statistics for the Six Sigma Green Belt is a desk reference for Six Sigma Green Belts or beginners who are not familiar with statistics. This book will serve as an excellent instructional tool developing a strong understanding of basic statistics including how to describe data both graphically and numerically. Its specific focus is on concepts, applications, and interpretations of the statistical tools used during, and as part of the design, measure, analyze, improve, and control (DMAIC) methodology. Included are practice problems for each chapter with their solutions fully worked out on the accompanying CD-ROM.

Roderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. Zrymiak This reference manual helps those interested in passing ASQs certification exam for Six Sigma Green Belts, those who may need to train future Green Belts, and others who want a handy reference to conduct successful Green Belt projects. It follows the certifications body of knowledge and addresses each topic to the level Green Belts need. From lean and project management to statistics and data analysis, the DMAIC process is explained in a clear and insightful manner. Figures, tables, references, and useful appendices only add to this books comprehensiveness.
Process Improvement Using Six Sigma

A DMAIC Guide
Rama Shankar While there are many self-help books out there, here the topics are discussed in a way that takes the fear out of Six Sigma and statistics. This guide takes readers through the five phases of the Six Sigma methodologydefine, measure, analyze, improve, and control (DMAIC)in five clearly written and easy-to-understand sections. You learn each phases purpose and what activities to perform in each. Numerous examples are included throughout and all statistics are described to the exact level of understanding necessary. Each of the five sections then concludes with a checklist to ensure that all of the phases activities have been completed.
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Lean Kaizen
A Simplified Approach to Process Improvements
George Alukal and Anthony Manos The intended audience for this book includes quality or operational professionals who want to start their lean journey or enhance their career opportunities. After introducing the concepts of lean and kaizen, various building blocks of a lean enterprise are described. Those who read this book will have a foundation in what is understood today as lean. The forms, figures, and checklists included as part of this book, and also on the accompanying CD-ROM, can be customized and used in the readers own lean journey when they perform kaizens.
The Executive Guide to Understanding and Implementing Lean Six Sigma

The Financial Impact
ASQ Quality Management Division This work is part of ASQs The Economics of Quality book series, a collection of non-technologydriven innovation that applies to all markets and organizations. It provides a fundamental introduction to the concepts of lean enterprise and Six Sigma to executives, personnel new to quality, or organizations interested in introductory information on quality and process improvement.
Leveraging Continuous Process Improvement to Build Better Governments
Lean Six Sigma for the Public Sector

NEW
SIX SIGMA
Brandon Cole Organizations are continuously trying to make themselves better by reducing cost, increasing customer satisfaction, and creating an environment of empowered employees. In much the same way, governments are continuously required to do more with less, enhance budget and organizational performance, and increase their impact. The authors goal is to share his extensive knowledge gained in implementing a Lean Six Sigma approach to address challenges experienced in the public sector, such as lack of customer focus, lack of leadership support, a lack of focus on metrics like profit or revenue generation, hierarchical environments, and high complexity.
2011 6 x 9 hardcover Approximately 200 pages Item: H1405 ISBN 978-0-87389-806-0 Member Price: $39.00 List Price: $65.00
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5S for Service Organizations and Offices

A Lean Look at Improvements
Debashis Sarkar 5S is a simple and practical approach to quality improvement that, when implemented effectively, can transform the fabric of a company. Traditionally used in manufacturing companies for little more than housekeeping, its latent power has yet to be leveraged by service companies. Author Debashis Sarkar has pioneered a blueprint for 5S implementation that can take service organizations to greater heights. The principles can also be applied to offices, education institutes, and hospitals, as well as manufacturing companies that wish to realize the full potential of 5S.
Lean for Service Organizations and Offices

A Holistic Approach for Achieving Operational Excellence and Improvements
Lean ISO 9001

Mike Micklewright While many companies are mandated to be ISO 9001 certified, they are not obtaining the value from it they would like. At the same time there are tens of thousands of companies worldwide participating in a lean journey modeled after the Toyota Production Systemto eliminate waste in their processes. One of the biggest problems organizations have with lean implementation is sustaining the improvements they make. Author Mike Micklewright believes that implementing lean and ISO 9001 are two complementary forces that when combined can be a powerful force in driving increased profits for any ISO 9001-registered organization. Use this book in leaning out your quality management system processes and provide a spark for your ineffective and sedentary system.
LEAN
Debashis Sarkar Service organizations and offices worldwide are beginning to realize that only those companies that are efficient and able to meet the changing needs of customers will survive the fierce competition of the marketplace. Lean has the ability to address a wide range of problems faced by service companies, such as: complexity reduction, sales force productivity enhancement, operations risk control, cost leadership, combining scale with flexibility, service excellence, and improving employee morale. This book is light on theory and heavy on application, exactly whats needed for a holistic and comprehensive lean transformation.
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The Certified Six Sigma Master Black Belt Handbook

NEW
T.M. Kubiak Achieve the highest level of Six Sigma knowledge and achievement, Master Black Belt, with this handbook that is organized and specifically addresses ASQs certification of the same name. It gives exam-takers and also those in the field the information they need on the topics critical to Master Black Belts, including enterprisewide planning and deployment, cross-functional competencies, project management, training design and delivery, mentoring responsibilities, and advanced measurement methods and tools.
NEW
The Lean Certification Handbook
George Alukal and Anthony Manos, editors This comprehensive handbook covers all the topics included in the body of knowledge of the Lean Certification (SME/AME/Shingo Prize/ASQ Partnership), including cultural enablers, continuous process improvement, consistent lean enterprise culture, and business results. Written by a team of lean experts with years of experience in the field, this book will be indispensible to anyone interested in implementing and sustaining a lean initiative.
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The Six Sigma Black Belt Handbook

NEW
Thomas McCarty, Lorraine Daniels, Michael Bremer, and Praveen Gupta This new handbook goes beyond simply explaining Six Sigma basics to interested managers. Included are working tools of statistical methods, quantitative and intense, aimed at mathematically sophisticated Six Sigma practitioners unwilling to settle for anything less than peak performance in manufacturing and service industries. Written by four instructors from the world-renowned Motorola University, it provides the tools Six Sigma Black Belts and Master Black Belts need to deal with the most intractable business problems. The authors show how to integrate research and development, manufacturing, human resources, finance, marketing, quality, and customer service with corporate vision, mission, and key strategies.
Rath & Strongs Six Sigma Team Pocket Guide

NEW
Mary Federico and Renee Beaty An alarming number of Six Sigma projects fail not because of misuse of Six Sigmas statistical tools but because of internal politics and poor communication between team members and the rest of the organization. This pocket guide helps team leaders and members reverse this trend, explaining the interpersonal and political skills needed to make each Six Sigma project a success. It is written in the same style and format that proved so successful with the first Rath & Strong guide, and is based on the firms popular Six Sigma training workshops.
The Lean Six Sigma Pocket Toolbook

NEW
Michael L. George, David Rowlands, Mark Price, and John Maxey This toolbook blends lean and Six Sigma tools and concepts, providing expert advice on how to determine which tool within a family is best for different purposes. Packed with detailed examples and stepby-step instructions, its the ideal reference guide to help Green Belts and Black Belts make the transition from the classroom to the field. It features brief summaries and examples of the 70 most important tools in Lean Six Sigma, such as pull, Heijunka, and control charts, and groups them by purpose and usage.
SIX SIGMA
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Office Kaizen
Transforming Office Operations Into a Strategic Competitive Advantage
William Lareau Many business functions have been improved through the use of a variety of quality techniques, but for the most part, office and administrative functions have not kept pace. Office Kaizen will show you how to improve office, administrative, and support functions in a consistent, reliable manner that adds value without creating more problems. Office Kaizen will help create office and administrative processes and work groups that generate a competitive advantage, while reducing costs and increasing performance.
NEW Office Kaizen 2 Harnessing Leadership, Organizations, People, and Tools for Office Excellence
William Lareau An organization that effectively utilizes kaizen (and/ or lean manufacturing and/or Lean Six Sigma) methods over the long term as a normal part of everyday business is one that has dramatically changed its culture from what it was before. Expanding upon what Office Kaizen presented, this book continues to forego dependence upon good fortune and completes the picture of whats required for a comprehensive, sustainable office kaizen implementation. The purpose is to provide predictable, defined structures and methods to replace circumstance and luck in the pursuit of excellence.
Profitability With No Boundaries

NEW Optimizing TOC and Lean-Six Sigma
Reza (Russ) M. Pirasteh and Robert E. Fox Authors Pirasteh and Fox know what causes various improvement approaches to fail, and in response provide a new model that combines theory of constraints (TOC), lean, and Six Sigma into a unique program called TLS. This scientifically proven methodology improves results dramatically. If you want to learn how to systematically improve quality, process reliability, and throughput while creating a waste-free enterprise, then this book is for you!
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Six Sigma Marketing

From Cutting Costs to Growing Market Share
R. Eric Reidenbach Six Sigma Marketing challenges the way both the Six Sigma community and the marketing area think about business and the way they currently do business. It does so by providing a detailed and structured approachone that is entirely data drivento unleash the power of Six Sigma on the crucial need for revenue growth. Six Sigma Marketing (SSM) is a factbased, data-driven disciplined approach to growing market share by providing targeted product/markets with superior value.
Six Sigma in the Office

NEW Improving Office Operations and Administrative Functions
Davis R. Bothe Readers will quickly learn that the Six Sigma improvement strategy is not just a collection of statistical techniques, but a step-by-step set of operating instructions detailing how to systematically apply these tools in the correct sequence, and at the proper time, to improve the performance of your office operations and administrative functions.
Six Sigma for the Office

A Pocket Guide
Roderick A. Munro Most books on Six Sigma are written only for those in manufacturing, and specifically for engineers or those with a high level of technical expertise. Meanwhile, those working in offices receive little or no information on how to use Six Sigma in their environments. Now best-selling author Rod Munro has written a convenient book explaining Six Sigma tools, specifically tailored to those in the office.
LEAN
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What Is Six Sigma Process Management?

Rowland Hayler and Michael Nichols This book demystifies the Six Sigma methodology, providing a concise, step-by-step description of its key concepts and helping you determine which improvement efforts will most positively impact your customers, employees, and shareholders. Top Six Sigma practitioners Rowland Hayler and Michael Nichols present new, thoughtprovoking insights and perspectives on process management, revealing how to successfully implement Six Sigma to address your specific business challenges.
2005 6 x 9 softcover 98 pages Item: P1216 ISBN 0071453415 Price: $14.95
Lean Six Sigma for Supply Chain Management

James W. Martin This book contains specific information for developing inventory models, metrics for aligning objectives with strategic goals, a concise overview of supply chain concepts, and models illustrating how lead time and demand impact customer service and inventory investment levels. This vital resource features a complete program for Lean Six Sigma improvement and control, the latest Lean Six Sigma methods to identify and manage supply chains, expert help with Lean Six Sigma supply chains and third-party logistics, applications of Lean Six Sigma to MRPII, and guidance on root cause analysis using Six Sigma tools.
Optimizing Student Learning

NEW A Lean Systems Approach to Improving K-12 Education
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SIX SIGMA
Rath & Strongs Six Sigma Advanced Tools Pocket Guide

Augustine A. Stagliano A companion to the best-selling Rath & Strong Pocket Guide to Six Sigma, Rath & Strongs Six Sigma Advanced Tools Pocket Guide is designed to help Six Sigma Black Belts, Green Belts, and team leaders from every field to implement the most powerful tools in Six Sigma without getting bogged down in statistical theory. This pocket-sized field guide provides practical advice on the use of advanced tools, such as sampling, analysis of variance, multiple regression, and design of experiments. Each tool is explained in easyto-understand language, permitting the reader to solve real-world problems in any area of business.
2004 3 x 5 spiralbound 200 pages Item: P1407 ISBN 0071434119 Price: $12.95
The Six Sigma Memory Jogger II

A Pocket Guide of Tools for Six Sigma Improvement Teams
GOAL/QPC This pocket guide opens your team members minds to the power of Six Sigma to close the value gap between you and your competitors, increase your companys profitability, strengthen your market position, and make your company a happier, more successful place to work!
The Black Belt Memory Jogger A Pocket Guide for Six Sigma Success
GOAL/QPC No Black Belt should undertake a Six Sigma project without a copy of The Black Belt Memory Jogger in his or her pocket. As a quick reference under tight timelines, it will help keep projectsand conceptson track. As a teaching tool for team members, it has no equal; small and easy to carry, comprehensive yet concise, and most of all, written from a training perspective so every topic and every page goes quickly to the critical point of interest. It is the perfect place for mentor and student to come together and begin to build new levels of Six Sigma success.
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Get the Latest Quality Knowledge Right When You Need It
ASQs new Knowledge Center provides Web visitors a unique and user-friendly way to learn about quality, explore quality hot topics, and easily navigate an array of quality tools and resources. Some of the unique features include: Knowledge Center SearchA powerful new search for tens of thousands of journal articles, books, standards, and e-learning opportunities. Standards CentralGet the latest news and how-to information on standards, including content meant for newcomers to the world of standards, a Standards 101 section, and Ask the Standards Team. SubmissionsInformation for anyone interested in writing for ASQ, from short journal and Web articles to crafting book proposals and conference presentations.
Visit www.asq.org/knowledge-center to explore the ASQ Knowledge Center yourself.
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ASQ Quality Press Is Looking for Your Book Manuscripts

Share Your Knowledge!

Quality Press is always looking for new authors interested in sharing their insights and knowledge. As the publishing division of ASQ, Quality Press is the industry leader in quality-related books, with vast resources available for all types of professionals.
To submit a book proposal today, visit www.asq.org/quality-press.
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The Internal Auditing Pocket Guide

Preparing, Performing, Reporting, and Follow-up, Second Edition
J.P. Russell This second edition is fully updated and expanded! The entire audit process is discussed, from the audit assignment to analyzing results and following up on the action items. This easy-to-use pocket guide summarizes the steps necessary to complete an internal audit. New and updated sections reflect new techniques, ISO 19011 thinking, and the approach to new standards. The condensed format of this book makes it a good tool to use when training others how to perform an internal audit, and it is appropriate for those who have no prior knowledge of audit principles or techniques.
The Process Auditing and Techniques Guide

Second Edition
J.P. Russell This book focuses on the methods and techniques of conducting internal and external process audits. Learn how to apply PDCA and ACDP techniques, prepare process flow and tree diagrams, determine process effectiveness, and compose an audit report assessing compliance, controls, risk, and process optimization. This guide is ideal for individuals who have a general understanding of auditing techniques and is written for auditors who conduct first, second, and third party audits to any standard or work instruction.
Continual Improvement Assessment Guide

Promoting and Sustaining Business Results
J.P. Russell This is the first pocket guide of its kind to bring together auditing techniques and guidelines as a structured systematic program for monitoring and promoting continual improvement. Use this guide to develop an assessment tool for your programs that will ensure there is quantifiable and sustainable improvement and identifiable opportunities. A glossary of terms and appendices, including tools such as the continual improvement map for ISO 9001, continual improvement perception survey, and ISO 9004 assessment criteria checklist, is helpful in applying the principles outlined in this useful pocket guide.
POCKET GUIDES

J.P. Russell and Dennis Arter This updated pocket guide translates ISO 9001:2008 into easy-to-understand words. It was designed as a quick reference for anyone to carry around conveniently. Each element containing requirements is discussed and key concepts are highlighted at the beginning of each section. Ideal for handing out to existing and new employees, this pocket guide can also be used as supplemental study material for ISO 9001 training courses.
The Lean Enterprise Memory Jogger for Service

NEW
Richard L. MacInnes This brand new version of the original Lean Enterprise Memory Jogger applies lean concepts to both services and transactional organizations. It holds the key to helping you achieve superior service levels, efficiently and effectively, while retaining desirable customers and attracting new ones. Industry has learned that traditional lean manufacturing approaches can have disastrous results when applied to the service environment. This pocket guide is based on a proven approach to address the unique nature of service demand and supply. The lean methods contained herein are adapted to the service environment and have been applied to private and public sector organizations around the globe with measurable success.
Lean Six Sigma for the Healthcare Practice

A Pocket Guide
Roderick A. Munro This book is a complete, easy-toread, quick and handy reference to the process improvement topics that are so important in healthcare. The first seven sections of the book cover Lean Six Sigma basics. The tool matrix guide included is arranged alphabetically for ease of finding tools as needed. The remainder of the pocket guide gives a brief description of the various tools and methodologies used in Lean Six Sigma. Each discussion has purposefully been kept short and simple to allow for basic understanding and some tips of how or when to use the tool.
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Six Sigma for the Office

A Pocket Guide
Roderick A. Munro Most books on Six Sigma are written only for those in manufacturing, and specifically for engineers or those with a high level of technical expertise. Meanwhile, those working in offices receive little or no information on how to use Six Sigma in their environments. Now best-selling author Rod Munro has written a convenient book explaining Six Sigma tools, specifically tailored to those in the office.
Six Sigma Project Management

A Pocket Guide
Jeffrey N. Lowenthal Six Sigma Project Management explains how to best manage projects using the Six Sigma initiative. At the heart of this book is the six-step Six Sigma methodology, which serves as a road map for change, a sequential model that can be followed when deploying a sigma initiative within any company. A short and concise guide, it is straightforward and contains many graphics and flowcharts, which makes the information easy to follow and the book simple to use.
Rath & Strongs Six Sigma Team Pocket Guide

NEW
Mary Federico and Renee Beaty An alarming number of Six Sigma projects fail not because of misuse of Six Sigmas statistical tools but because of internal politics and poor communication between team members and the rest of the organization. This pocket guide helps team leaders and members reverse this trend, explaining the interpersonal and political skills needed to make each Six Sigma project a success. It is written in the same style and format that proved so successful with the first Rath & Strong guide, and is based on the firms popular Six Sigma training workshops.
POCKET GUIDES
The Lean Six Sigma Pocket Toolbook

NEW
Michael L. George, David Rowlands, Mark Price, and John Maxey This toolbook blends lean and Six Sigma tools and concepts, providing expert advice on how to determine which tool within a family is best for different purposes. Packed with detailed examples and step-by-step instructions, its the ideal reference guide to help Green Belts and Black Belts make the transition from the classroom to the field. It features brief summaries and examples of the 70 most important tools in Lean Six Sigma, such as pull, Heijunka, and control charts, and groups them by purpose and usage.
The Six Sigma Memory Jogger II

A Pocket Guide of Tools for Six Sigma Improvement Teams
GOAL/QPC This pocket guide opens your team members minds to the power of Six Sigma to close the value gap between you and your competitors, increase your companys profitability, strengthen your market position, and make your company a happier, more successful place to work!
The Black Belt Memory Jogger

A Pocket Guide for Six Sigma Success
GOAL/QPC No Black Belt should undertake a Six Sigma project without a copy of The Black Belt Memory Jogger in his or her pocket. As a quick reference under tight timelines, it will help keep projects and conceptson track. As a teaching tool for team members, it has no equal; small and easy to carry, comprehensive yet concise, and most of all, written from a training perspective so every topic and every page goes quickly to the critical point of interest. It is the perfect place for mentor and student to come together and begin to build new levels of Six Sigma success.
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The Memory Jogger II

NEW A Pocket Guide of Tools for Continuous Improvement and Effective Planning, Second Edition
Michael Brassard and Diane Ritter This pocket guide is newly updated to include many more examples by companies practicing the tools today, as well as an in-depth case study from an online retailer. This second edition uses GOAL/QPCs detailed graphics and easy-to-understand text and icons to describe what the tools are, why theyre used, and how to use them. It contains all the tools found in the first edition of the Memory Jogger II, plus 50 pages of new charts and detailed diagram samples, a new tool, and a case study.
The Pocket Guide to the Baldrige Award Criteria

15th Edition
Mark Graham Brown Updated yearly to match changing requirements, this guide helps you understand the Malcolm Baldrige National Quality Award Criteria. Most organizations that use the Baldrige criteria have no interest in applying for, or winning, the award. It is not about the award, or how to win it. Rather, it is about how to interpret and use the criteria to improve your organization. If the material in this quick reference guide sparks your interest in the Baldrige criteria or the Malcolm Baldrige National Quality Award, you can obtain more information from the sources listed at the end of the book.
Pocket Guide to Performance Management

Mark Graham Brown The first half of this book is designed as a mini-dictionary or glossary of common terms used in planning, measuring, and managing performance. The second half includes tips and techniques for reviewing performance, diagnosing problems, deciding on action plans, and evaluating links between measures and strategies. This succinct and handy guide will be a constant companion as you engage in performance management in your organization.
POCKET GUIDES
The Lean Enterprise Memory Facilitation at a Glance! Your Pocket Jogger

Create Value and Eliminate Waste Throughout Your Company
GOAL/QP5C Competitiveness in the new economy demands streamlined operations and a total organizational effort to more quickly improve bottomline performance from the shop floor to the boardroom. The Lean Enterprise Memory Jogger provides practical tools and methods to reduce waste across the board, shorten cycle times, eliminate nonvalue-added activities, improve customer satisfaction, and align business performance projects more closely with core objectives for maximum shareholder value.
Guide to Facilitation, Second Edition
The GD&T Hierarchy Pocket Guide

Don Day Here is the GD&T Pocket Guide you have been waiting to use! By using solid models of real parts, 3-D illustrations of datum and geometric tolerance zones, and extensive use of color, it was possible to create a practical guide that clearly explains GD&T. Everything is in accordance with the ASME Y14.5M-1994 standard. This reference tool also includes selected topics from the ASME Y14.41 and ASME Y14.36 standards.
Ingrid Bens This second edition retains all of the essential features that made the first edition so popular. In addition to all of the proven tips, tools, and checklists, the second edition features a facilitation cue card that provides a summary of core skills, a section of facilitating in the classroom that includes strategies for using facilitation strategies at the start, middle, and end of learning activities, and tips about using facilitation techniques to improve teleconferencing. In addition, the improved overall flow and layout make this version more user friendly than the first.
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The Public Health Memory Jogger II

A Pocket Guide of Tools for Continuous Improvement and Effective Planning
GOAL/QPC and The Public Health Foundation Bring the power of continuous quality improvement to your public health organization! The Public Health Memory Jogger II contains all of the quality control and management and planning tools from The Memory Jogger II, with real-life examples that relate specifically to public health. The book uses graphics and easyto-understand text to show how and when to use 22 different tools to answer your organizations most pressing questions. Expand your teams knowledge with clear and concise instructions that help improve their performance, and start solving problems today.
The Time Management Memory Jogger

Peggy Duncan Time management involves working on the right things (effectiveness) and doing them the best way (efficiency). Throughout this book, you will examine ways to improve how to get things done. Some changes will involve simple adjustments, while others will require more work upfront to lighten the load later on. The solutions in this book have been tried and tested in the real world with busy people just like you. To make them work for you, you have to make the commitment to stop the vicious cycle youre caught up in: the cycle of not having enough time because youre always wasting it. You have to make the time and take the time to do this. Youll get it all back and so much more!
The Process Management Memory Jogger

Building CrossFunctional Excellence
GOAL/QPC This book will help your organization implement and sustain proven performance improvement methodologies like TQM, BPR, ERP, Six Sigma, lean, and BPM. Business process management isnt a program or technology investment; it is a philosophy that incorporates and integrates proven techniques to deliver sustainable business improvements.
POCKET GUIDES
Be a Part of a More Distinguished Group of Professionals: Proven Business Leaders

ASQ members are building the future of quality. Show your commitment to quality and give yourself a strong competitive advantage. Join today at www.asq.org/ membership and help raise the voice of quality. Invest in your career and the future of your company with ASQ certication. ASQ provides 17 different certications to help you be more competitive in your eld and increase your potential for a higher salary. ASQ also provides the tools and resources you need to prepare for your certication exam. Visit www.asq.org/certication for bodies of knowledge, sample exams, and books to make sure you are ready for the exam.
For more information on ASQ certications, call 800-248-1946 or visit www.asq.org/certication.
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The Customer Advocate and the Customer Saboteur

NEW Linking Social Word-ofMouth, Brand Impression, and Stakeholder Behavior
Michael W. Lowenstein For many years, marketing practitioners have been focused on customer loyalty. But creating a loyal customer may not be enough. This book will offer a comprehensive overview and actionable insight into the b2b and b2c consumer decision-making impact of social word-ofmouth and brand impression, including: why word-of-mouth, combined with brand perception, is so powerful; why customer advocacy is the ultimate goal for optimized business outcomes; and how to identify and minimize drivers of customer alienation and sabotage.
Measuring Customer Satisfaction and Loyalty

Survey Design, Use, and Statistical Analysis Methods, Third Edition
Bob E. Hayes The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the authors systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.
Beyond the Ultimate Question

A Systematic Approach to Improve Customer Loyalty
Bob E. Hayes Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program. This book is a direct result of the authors scientific research and professional experience in the field. He worked with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel to gather insights and case studies to illustrate how to build a world class CFP.
QUALITY MANAGEMENT
Managing the Customer Experience

A MeasurementBased Approach
Morris Wilburn Learn how to collect, analyze, and act on your data to increase loyalty! This book presents a comprehensive picture of the company activities that influence customer loyalty, and discusses how those activities are interrelated in their effect on customer loyalty. In traditional customer loyalty research studies, some of the factors influencing loyalty are often overlooked such as brand image, the emotions of customers, how those emotions are influenced by direct contact with service employees, and the shopping environment. This book gives in-depth attention to each and also thoroughly describes how the data collected by customer loyalty research can be used to manage customer loyalty.
Superior Customer Satisfaction and Loyalty Engaging Customers to Drive Performance

Sheldon D. Goldstein This book demonstrates in a simple and straightforward way the process of discovering the attributes that are important to your customers, measuring their satisfaction with an unbiased survey instrument, analyzing that data, and then doing a statistical analysis to determine the best approach to improving the low-rated attribute(s) and implementing change that has a higher probability of improving customer loyalty. This book gives insights into the process that companies can use to create that satisfaction in their customers and promote loyal behavior in customers buying patterns.
Complex Service Delivery Processes

NEW Strategy to Operations, Second Edition
Jean Harvey This book focuses on complex services, that is, services sought because of a lack of knowledge or skills. Complex services fall into three categories: professional services, semi-professional services, and technical services. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients want. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, from accounting to engineering, who are involved or are interested in taking part in managing their businesses will find this book an invaluable tool in achieving success.
800-248-1946
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The Change Agents Guide to Radical Improvement

Ken Miller Change agents are individuals who have the knowledge, skills, and tools to help organizations create radical improvement. They achieve results through their keen ability to facilitate groups of people using well-defined processes to develop, organize, and sell new ideas. They are the invisible hands that turn vision into action. The Change Agents Guide to Radical Improvement is a comprehensive how-to book, packed with all of the information and tools necessary to make any improvement project a rousing success. Its unique methods integrate the best practices in organizational development, team building, voice of the customer, reengineering, problem solving, creativity, innovation, and project management.
Making Change Work

Practical Tools for Overcoming Human Resistance to Change
Brien Palmer Making Change Work addresses buy-in, acceptance, motivation, anticipation, fear, uncertainty, and all the other messy human considerations that cause change to fail in the real world. The concepts included throughout the book will help you in two ways. First, the book provides tools to measure your organizations readiness to change. Second, it provides many tools to apply sequentially and logically to gain acceptance of the change throughout the organization.
A Journey to Quality Leadership

NEW Quality3
Lee Mundy Quality is a journey. A series of many events that when added together culminate in a culture that has the ability to attain and sustain levels of performance that make your customers enthusiastic about your product, your employees passionate about their jobs, and your shareholders excited about the return on their investment. This book provides a guide to the creation of a comprehensive plan that combines the many tools and strategies that will allow any company to take a quality leadership position. The last portion of the title, Quality3, helps explain some of the details of the journey, including structure (5Cs), strategy (focus and APAT), and leadership.
QUALITY MANAGEMENT
Measuring Quality Improvement in Healthcare

A Guide to Statistical Process Control Applications
Raymond G. Carey and Robert C. Lloyd Written by respected healthcare quality professionals, Measuring Quality Improvement in Healthcare covers practical applications of the tools and techniques of statistical process control (including control charts) in healthcare settings. The authors straightforward discussions of data collection, variation, and process improvement set the context for incorporating the voice of the customer as a key element driving the improvement process and its outcomes.
2001 6 x 9 softcover 194 pages Item: H1091 ISBN 0-527-76293-3 Member Price: $30.00 List Price: $50.00
The Public Health Quality Improvement Handbook

Ron Bialek, John W. Moran, and Grace L. Duffy This book, a collaboration between ASQ and the Public Health Foundation, is an anthology of chapters written by subject matter experts in public health who are successfully meeting client needs, working together to maximize outcomes, and expanding their collaboration with community partners to encourage better health within neighborhoods, counties, and states. There has never been a better time or a more needed one for us to harness the energy, enthusiasm, hard work, and dedication of our public health work force to make a lasting difference. By effectively using quality improvement tools and techniques, we can, and will, improve our nations health.

Bjrn Andersen, Tom Fagerhaug, and Marti Beltz The healthcare market is ripe for a workbook to facilitate the process of root cause analysis (RCA). While other industries employ the RCA tools liberally and train facilitators thoroughly, healthcare has lagged in establishing and resourcing a quality culture. Presently, a growing number of third-party stakeholders are holding access to accreditation and reimbursement pending demonstration of a full response to events outside of expected practice. This book responds to the demand for an RCA workbook written specifically for healthcare, yet still broad in its definition of the industry.
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From Quality to Business Excellence

A Systems Approach to Management
Charles G. Cobb As the face of business continues to change, organizations are looking for new ways to remain competitive and profitable. Many businesses have succumbed to the program du jour management trap, jumping from one management philosophy to the next looking for the ultimate solution. ISO 9000, Baldrige, Six Sigmawhich is the best program for your company? This book demonstrates how these and other management philosophies complement each other and form the basis for a new systems approach to management.
Communication
The Key to Effective Leadership
Judith Ann Pauley and Joseph F. Pauley Using the concepts explained in this book, one CEO grew his company from $85 million to $100 million. A vice president added $10 million to his bottom line in one year. A CEO who is a turnaround specialist successfully led two restaurant chains from near bankruptcy to sustained profitability. Other leaders have used these concepts successfully in improving team cohesiveness and productivity, in negotiating, in dealing with boards of directors, in fundraising, in education to raise the academic achievement of their students, and in many other ways. The concepts described in this book are scientifically based and have withstood nearly 40 years of scrutiny and scientific inquiry. They are also universal, having been proven effective everywhere theyve been used.
Succeed With Productivity and Quality

How to Do Better With Less
Imre Bernolak This book is the culmination of inter-firm comparisons done by the author of more than 4,000 companies in more than 100 different industries. These productivity analyses and comparisons all show that virtually every organization, even the best, can learn from their competitors and counterparts, as well as from selfanalysis, about how to achieve more and better through improved organization and utilization of their resources.
QUALITY MANAGEMENT
NEW Terms of Engagement New Ways of Leading and Changing Organizations

Richard H. Axelrod Building engagement is crucial for every organization. But the traditional top-down coercive change management paradigmin which leaders light a fire under employees actually discourages engagement. Richard Axelrod offers a better way. After debunking six common change management myths, he offers a proven, practical strategy for getting everyonenot just select committees or working groupsenthusiastically committed to organizational transformation. This revised edition features new interviews everyone from the vice president of global citizenship at Cirque du Soleil to a Best Buy clerkand new neuroscience findings that support Axelrods model. It also shows how you can foster engagement through everyday conversations, staff meetings, and work design.
2011 6 x 9 softcover 228 pages Item: P1422 ISBN 978-1605094472 Price: $29.95
The Executive Guide to Understanding and Implementing Employee Engagement Programs

Expand Production Capacity, Increase Revenue, and Save Jobs
Pat Townsend and Joan Gebhardt This book describes and discusses the whys and hows of 100-percent employee involvement in improving everything an organization does, as well as the integral and all-important role of leadership in achieving 100-percent participation. Ideas are presented to show that success is possible and that positive results are within reach through the theory and tools presented.
NEW Built to Love Creating Products That Captivate Customers

Peter Boatwright and Jonathan Cagan Built to Love reveals how companies can create captivating products that energize the marketplace and set the standard for what customers want and expect. Firms often hope the answer is to produce the latest high technology devicesonly to find that they fail to light up the marketplace. Or, firms rely on ads that overstate or mislead, leaving the customer disappointed and disillusioned. Instead, a deeper emotional engagement between the customer and product is required, regardless of whether the products are physical products, services, technologies, software, systems, or brands. Using a combination of industry-based research and laboratory experiments, the authors demonstrate that customers will richly pay for products that authentically provide emotional fulfillment.
2011 6 x 9 hardcover 169 pages Item: P1421 ISBN 978-1605096988 Price: $27.95
800-248-1946
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The Executive Guide to Understanding and Implementing Quality Cost Programs

Reduce Operating Expenses and Increase Revenue
Douglas C. Wood This book provides a fundamental introduction to cost of quality concepts (often simply referred to as quality costs) for executives or those individuals new to quality concepts. In addition, it can help anyone in an organization interested in how this measurement methodology links to business costs. Both manufacturing and non-manufacturing firms that are just getting started or contemplating a quality cost measurement program will find this book especially valuable. Case studies have been selected and included to demonstrate how the general approach can accommodate and enhance different organizations.
Principles of Quality Costs

Principles, Implementation, and Use, Third Edition
Jack Campanella, editor The third edition of Principles of Quality Costs includes information on the quality cost systems involved with the education, service, banking, manufacturing, and software development industries. Youll also find material on ISO 9000 and QS-9000, cost systems in small businesses, activity base costing, team-based problem solving, customer satisfaction, and the costs involved with the defense industry. This book offers examples focusing on both profit and nonprofit sectors and includes a new case on software quality costs, the Taguchi Quality Loss Function (QLF), supplier quality costs, and educating and presenting cost ideas to management.
Proving Continuous Improvement With Profit Ability

Russ Jones This book demonstrates to manufacturing, distributor, and service businesses that there are only seven critical business elements from which continuous improvement projects can be discovered, financially evaluated, and ranked before implementation. The information is uniquely organized so it can serve as a frequent reminder for both the experienced and inexperienced of the few principles and financially-based formulas that must be built into company culture if both customers and stockholders are to be satisfied. Project teams are shown how to discover and financially evaluate and rank a vast number of continuous improvement projects.
QUALITY MANAGEMENT
Optimizing Student Learning

NEW A Lean Systems Approach to Improving K-12 Education
Designing and Teaching Learning Goals and Objectives

Robert J. Marzano Design and teach effective learning goals and objectives by following strategies based on the strongest research and theories available. This first book in the Classroom Strategies That Work library includes a summary of key research behind these classroom practices and shows how to implement them using step-by-step hands-on strategies. Short quizzes help readers assess their understanding of the instructional best practices explained in each section. Benefits include reviewing research and theories on goal setting, seeing the effect of well-designed and well-taught goals and objectives on student achievement, gaining concrete, detailed recommendations for classroom practice, and building an in-depth understanding of how to design and teach classroom goals.
Root Cause Analysis Handbook

NEW A Guide to Efficient and Effective Incident Investigation, Third Edition
ABS Consulting Lee N. Vanden Heuvel, Donald K. Lorenzo, Randal L. Montgomery, Walter E. Hanson, and James R. Rooney The Root Cause Analysis Handbook presents a proven system for investigating, categorizing, and ultimately eliminating the root causes of incidents with safety, health, environmental, quality, reliability, and production-process impacts. Understanding and applying the processes outlined in this book increases your businesss ability to recover from and prevent incidents with financial and health/safety implications. The book outlines ABS Consultings SOURCE (Seeking Out the UndeRlying Causes of Events) root cause analysis (RCA) system, enabling businesses to generate specific, concrete recommendations for preventing incident recurrences.
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ASQ Quality Resources to Improve Everything, Always

At ASQ, we believe that quality is a driving forcea cause that inspires a passion to improve our world. Our ranks include all people who use quality tools and skills to improve our communities and our lives.
We believe quality is improving everything, always.

Here are just a few of the ways we help improve our world: ASQs Public Policy Advisory Council provides reliable expertise on quality improvement to legislators, policy makers, and agency leaders in Washington, DC, and to business leaders worldwide. ASQs Quality for Life initiative showcases how members are making a difference in the worldat work, in their personal lives, and through volunteer efforts. ASQ takes leadership in social responsibility by advocating for quality management systems in business, culture, and government.
Quality is not a job title, it is the cause of good things in the world.
No matter what you want to improve, what you really need is a great resource to support your efforts. ASQ is that great resource.
Visit our home page to see ASQs Quality for Life stories that feature others just like you who are working to improve everything, always. www.asq.org
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Mapping Work Processes

Second Edition
Bjrn Andersen, Tom Fagerhaug, Bjrnar Henriksen, and Lars E. Onsyen This is a handson, step-by-step workbook of instructions on how to create flowcharts and document work processes. This second editions includes a supplement to the basic, straightforward flowchart, and the authors have included several new types of process maps. All the mapping techniques have also been updated, the mapping exercise itself is put into a larger context, and organizational examples from many different industries are used throughout to help readers understand real-life applications of the material presented. An example case study is carried throughout the entire book to illustrate the construction and use of the different types of process maps.
The Quality Toolbox

Second Edition
Nancy R. Tague This classic is a comprehensive reference to a variety of methods and techniques: those most commonly used for quality improvement, many less commonly used, and some created by the author and not available elsewhere. The reader will find the widely used seven basic quality control tools (i.e., fishbone diagram and Pareto chart), as well as the newer management and planning tools. Tools are included for generating and organizing ideas, evaluating ideas, analyzing processes, determining root causes, planning, and basic data-handling and statistics.
Root Cause Analysis

Simplified Tools and Techniques, Second Edition
Bjrn Andersen and Tom Fagerhaug This updated and expanded edition discusses many different tools for root cause analysis and presents them in an easy-to-follow structure: a general description of the tool, its purpose and typical applications, the procedure when using it, an example of its use, a checklist to help you ensure it is applied properly, and different forms and templates (that can also be found on an accompanying CD-ROM). The examples used are general enough to apply to any industry or market. The book is suited for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector.
QUALITY MANAGEMENT
NEW
Team Performance
Building Engaged
The Logical Thinking Process

A Systems Approach to Complex Problem Solving
H. William Dettmer A major rewrite of Dettmers classic Goldratts Theory of Constraints, this new edition presents a new approach to building and applying logic trees. Dettmer has streamlined the process of constructing the logic trees while simultaneously ensuring that the results are more logically sound and closer representations of reality than ever before. He explains an easier, more logically sound way to integrate current reality trees with evaporating clouds. His new version of the thinking process retires the transition tree in favor of the marriage of a more detailed prerequisite tree and critical chain project management.
Business Process Improvement Toolbox

Second Edition
Bjrn Andersen This book is fully revised and updated! Its goal is still to give readers practical insight into how they can create a coherent business process improvement system. The first half presents the overall business process improvement model, while the second half of the book presents an easy-touse toolbox and how and when to use each of the tools. Two extensive new case studies illustrate the use of the full methodology. This book is suitable for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. It should also be useful as a textbook for students in courses relating to quality management and continuous improvement.
Align Your Processes and People to Achieve Game-Changing Business Results

Dodd Starbird and Roland Cavanagh Process improvement approaches like Six Sigma and lean enterprise have worked wonders for countless organizations, but in the drive for true excellence, these approaches are only one important part of the formula. Building Engaged Team Performance explains the next wave of business improvement: driving breakthrough gains by integrating process improvement with the people side of performance. Breaking new ground in the world of organizational improvement, performance management expert Dodd Starbird teams up with Roland Cavanagh, coauthor of The Six Sigma Way, to present a system for aligning and optimizing processes and the efforts of any organizations most valuable asset: people.
2011 6 x 9 hardcover 240 pages Item: P1419 ISBN 978-0071742269 Price: $28.00
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The Certified Manager of Quality/ Organizational Excellence Handbook

Third Edition
Russell T. Westcott, editor This handbook provides comprehensive guidance for process improvement, describes tools and techniques to drive change, emphasizes sound management principles that have relevance even beyond the quality field, and can be a primer for new leaders and a go-to manual for experienced professionals. This is the most comprehensive preparatory guide for the ASQ CMQ/OE exam. Included are the newly updated body of knowledge, an extensive glossary of terms, a list of additional references, and on an accompanying CD-ROM, 150 multiplechoice practice exam questions, a constructed response practice exam question with examples of responses, and seven other constructed response questions that can be used for practice.
NEW Jurans Quality Handbook The Complete Guide to Performance Excellence, Sixth Edition
Dr. Joseph M. Juran and Joseph A. DeFeo The most authoritative guide to quality management ever published, revised for the first time in a decade! For more than 50 years, this handbook has been the one essential reference in quality management and engineeringthe ultimate authoritative source of answers on universal applications, procedures, techniques, and strategies for attaining superior and sustainable business results through quality. The sixth editiona major revisionforges a new standard in tools for quality. Bringing leaders, managers, and engineers the most up-to-date methods, research, and theory, under the guidance of a team of the worlds top experts, this definitive resource explains how to plan for quality, achieve quality control, and ensure quality results.
2010 7 x 10 hardcover 1168 pages Item: P1397 ISBN 978-0-07162-973-7 Member Price: $99.00 List Price: $150.00
QUALITY MANAGEMENT
Do It Right the Second Time

Second Edition
Peter Merrill Failure of a quality initiative, either in part or in whole, can happen to any organization. What differentiates successful organizations is that they learn from their failures and do it right the second time. Author Peter Merrill tasks you to lead a lasting change from vision to final realization. More important, he stresses the balance between process improvement and people improvement. The book provides checklists, tables, questionnaires, and other helpful tools to support your quality implementation. In addition, Merrill supplies examples of what went wrong with other organizations and the successful course of corrections they made.
Innovation Generation
Creating an Innovation Process and an Innovative Culture
Peter Merrill Innovation is about creating the future and making sure your organization is part of it. For successful innovation, an organization needs its people to be well connected, which is exactly what a highlydeveloped quality management system can do. This book shows that maximizing quality management does not drive out the thinking time that is critical to innovation. You can innovate and develop the products and services that the market needs tomorrow by following the two modes of operation described by noted author Peter Merrill: Stay loose to create and conceptualize, and hang tight to develop the concept and commercialize.
Jurans Quality Planning and Analysis for Enterprise Quality

Fifth Edition
Frank M. Gryna, Richard C.H. Chua, and Joseph A. DeFeo Through four editions, this book has provided students and professionals with an authoritative treatment of the subject that goes beyond statistical techniques. The fifth edition of this highly regarded classic book on managing for quality combines the pioneering concepts of Dr. Joseph M. Juran and the teachings of the late Dr. Frank M. Gryna. This text will challenge readers to make assumptions, estimate economics, reach data-driven conclusions, and adapt themselves to the imperfect world of the practitioner.
2007 7 x 10 hardcover 704 pages Item: P1237 ISBN 0072966629 Price: $200.31
800-248-1946
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Creative Project Management

NEW
Michael Dobson Youre executing risk management, leadership, and planningall hallmarks of outstanding project management. And yet youre still having trouble keeping your projects on schedule. Internationally renowned project management consultants Michael Dobson and Ted Leemann combine traditional project management skills, such as risk evaluation, decision-making, and human dynamics, with outside-the-box thinking and business creativity. They provide seven new tools and approaches you can apply to any project. Creative Project Management provides an invaluable new set of tools for any project management professional tasked with making difficult decisions in these uncertain times.
The Secrets of Resilient Leadership

When Failure Is Not an Option
George S. Everly Jr., Douglas A. Strouse, and George S. Everly III Resilient leadership helps individuals, organizations, and even nations rebound from disaster. The leader who instills resilience is the leader who encourages us during crisis, when times are most troubled and when we doubt our own abilities. This book describes the key principles of resilient leadership: following the moral compass of integrity; using the power of communication, optimism, and the self-fulfilling prophecy; taking responsibility for ones actions; building a resilient culture; and honing physical health as a competitive advantage.
Root Cause Analysis

The Core of Problem Solving and Corrective Action
QUALITY MANAGEMENT
Duke Okes This book provides detailed steps for how to solve problems, focusing more heavily on the analytical process involved. It provides a large number of figures, diagrams, and tools useful for helping make our thinking visible. The focus is on solving repetitive problems, rather than performing investigations for major incidents/accidents. This book focuses not on statistics but instead on the logic of finding causes. It has sometimes been described in training workshops as Six Sigma liteproblem solving without all the heavy statistics.
Fundamental Concepts for the Software Quality Engineer

Volume 2
Sue Carroll and Taz Daughtrey This volume provides selected articles gathered from the last five volumes of Software Quality Professional (SQP), a peer-reviewed quarterly publication applying quality principles to the development and use of software and software-based systems. This series first volume, this book follows the categories of the ASQ Certified Software Quality Engineer Body of Knowledge. The articles are each related to one of the seven knowledge areas and provided in numbers proportional to the relative weights assigned to each category in the certification exam. Software engineers should use this book to broaden their knowledge in several important aspects of software quality. As the field keeps growing to meet the needs of technology, these insights can help you meet the challenges.
The Software Audit Guide

John W. Helgeson Auditnow theres a word that can strike terror in your heart. Whether its the IRS looking over your shoulder or a quality tool utilized by your company, it requires accountability. Software is not produced on a production line; the only thing that is the same on all software projects is that there is input and output. Everything in the middle is customized for the project at hand. Thus, The Software Audit Guide does not contain a one-size-fits-all approach. It gives a choice of areas to audit and different questions that should be asked within these areas. This book provides a flexible, user-friendly checklist of more than 1,300 questions designed to stimulate creative thinking that will ultimately result in the best possible software audit.
The Certified Software Quality Engineer Handbook

Linda Westfall This handbook addresses all of the topics of the ASQ Certified Software Quality Engineer (CSQE) Body of Knowledge. Armed with the knowledge presented in this handbook to complement the required years of actual work experience, qualified software quality practitioners may feel confident they have taken appropriate steps in preparation for the CSQE exam. This invaluable handbook also goes well beyond being simply an exam preparation guide. It is designed to be a resource not only for software quality engineers, but also for software development practitioners, project managers, organizational managers, and other professionals who need to understand the aspects of software quality that impact their work. Includes three full practice exams and answers (with explanations) on an accompanying CD-ROM.
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Introduction to Design of Experiments

A Simplified Approach
Larry B. Barrentine Are you aware of how design of experiments can positively affect your work? Have you been avoiding it due to its mathematical structure? Now there is a tool that explains the basics of DOE with little mathematical know-how while maintaining statistical correctness. By minimizing DOEs mathematics in favor of a logical, structured approach, the author demonstrates that nearly anyone can adapt DOE to their needs. Youll find yourself working through the book in a step-bystep manner allowing you to immediately apply what youve learned to your own situation. Case studies and exercises guide you through the book to help you evaluate your understanding before moving ahead to another section. A glossary of common DOE terms is also included making this one of the most thorough, basic, introductions to this useful tool.
Design of Experiments With MINITAB

Paul Mathews This book was written to help simplify design of experiments (DOE) by explaining the basic DOE designs and methods that are essential for any engineer or scientist. Paul Mathews explains how to perform DOE by using the popular MINITAB software, which simplifies the process by quickly and easily performing the complex calculations involved. While many books explain these calculations and how they are made, Mathews allows the software to do the calculating and instead focuses on allowing the reader to better understand the softwares many features and uses.
Inspection Awareness
NEW Workbook I of the Quality System Series, Volume 1
Matteo Scott Quality system readiness is about as popular as a root canal, but it is a requirement to ensure the ongoing health for your processes and product. This concise, easy-to-understand workbook on quality system inspections covers how to build a quality foundation, how to prepare for an inspection, inspection execution guidance, and inspection follow-up activities to help make your processes and product health check-up a successful visit.
QUALITY MANAGEMENT
Failure Mode and Effect Analysis

FMEA From Theory to Execution, Second Edition
D. H. Stamatis This newly updated book explains the process of conducting system, design, process, service, and machine FMEAs. Learn what FMEA is, the different types of FMEAs, how to construct an FMEA, and the linkages between FMEA and other tools. The updated edition includes information about the ISO 9000:2000 standard, the Six Sigma approach to FMEA, a special section on automotive requirements related to ISO/TS 16949, the robustness concept, and TE 9000 and the requirements for reliability and maintainability.
Concepts for R&R Studies

Second Edition
Larry B. Barrentine This book is a hands-on guide for repeatability and reproducibility (R&R) studies. This edition is of special interest to metrology personnel with a knowledge of statistics. The origin of R&R methodology provides a background for the real-life problems that are used as examples throughout this book. Beginners can use this text as a thorough introduction to R&R methodology because it is written in easy-to-understand language with an emphasis on application instead of theory. Topics addressed include solutions to problems such as single operator, varied number of operators and trials, variation within, and inability to repeat a measurement (destructive tests).
DOE Simplified
Practical Tools for Effective Experimentation, Second Edition
Mark J. Anderson and Patrick J. Whitcomb Design of experiments (DOE) provides a statistical means for analyzing how numerous variables interact. The tool is a planned approach for determining cause and effect relationships. Filled with fun anecdotes and sidebars, DOE Simplified, Second Edition cuts through the complexities of this powerful tool for quality improvement.
2007 73/8 x 9 softcover 256 pages Item: P1311 ISBN 978-1-56327-344-5 Price: $46.95
800-248-1946
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Mastering and Managing the NEW CAPA for the FDAFDA Maze Regulated Medical Device Industry
Overview
Gordon Harnack There is a mountain of information on FDA regulation and compliance for medical device manufacturers. The task is daunting and very few busy manufacturers are regulatory mountain climbers. Reading the regulations provides only a small part of the picture. Understanding what the regulations mean and how compliance can be achieved in your environment is key. In this book, graphic icons organize the text and provide a visual aid to definitions, regulations, procedures, documents, records, and points to remember. Applicable chapters also end with an FDA Investigator Icon, which summarizes what the FDA investigator will expect to see during an investigation.
QUALITY MANAGEMENT
Jos Rodrguez-Prez Medical devices, biopharmaceutical, and traditional drug manufacturing companies devote an important part of their resources to dealing with incidents, investigations, and corrective and preventive actions. The corrective and preventive action system is known as the CAPA system. It is second to none in terms of frequency and criticality of its deviations, and most of the regulatory actions taken by the FDA and foreign regulators are linked to inadequate CAPA systems. This guidance book provides useful and up-todate information about this critical topic to thousands of engineers, scientists, and manufacturing and quality personnel across the life sciences industries.
The FDA and Worldwide Quality System Requirements Guidebook for Medical Devices
Second Edition
Amiram Daniel and Ed Kimmelman This new and expanded second edition maintains the organizational approach of the first and includes the requirements and guidance contained in the Quality System Regulation (QSReg), the ISO 13485:2003 standard, the ISO/TR 14969:2004 guidance document, and, as appropriate, a number of the FDA and Global Harmonization Task Force (GHTF) guidance documents. This guidance book is meant as a resource to manufacturers of medical devices, providing up-to-date information concerning required and recommended quality system practices. It should be used as a companion to the regulations/standards themselves and texts on the specific processes and activities contained within the QMS.
Leadership, Quality, and Learning

Three Sides of the Same Coin
David B. Pietenpol One of the best analogies for thinking about the relationship between leadership, quality, and learning is that of the three sides of the same coin. Think of leadership as heads and quality as tails. Now take the coin, place it on its edge on a flat surface, and give it a spin. Heads and tails are no longer discernable, but blur together in what looks like a spinning sphere. That is the way it appears within an organization that has fully integrated leadership and quality systems; one is no longer discernable from the other.
A Practical Application of Supply Chain Management Principles

Thomas I. Schoenfeldt This book shares the principles of supply chain management and shows how, when done well, they can give an organization a competitive advantage. The principles discussed have been proven to work and create value-added results in many different industries. Readers will learn how to understand their supply chain, develop a supply chain strategy, identify and evaluate suppliers, select preferred suppliers, build relationships, measure and monitor supplier performance, and apply basic quality tools to customers and suppliers.
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2011 6 x 9 softcover 144 pages Item: H1411 ISBN 978-0-87389-812-6 Member Price: $24.00 List Price: $40.00 Available February 2011.
2011 7 x 10 hardcover 250 pages Item: H1409 ISBN 978-0-87389-810-2 Member Price: $50.00 List Price: $85.00 Available February 2011.
QUALITY MANAGEMENT
Corporate Sustainability Planning Assessment Guide

A Comprehensive Organizational Assessment
Donald C. Fisher This manual is designed to serve as an easy-to-use guide for an organizations cross-functional self-assessment team to assess and score its corporate sustainability efforts. The manual will help an organization identify and strategically address sustainability opportunities that will increase revenue and reduce costs; enhance the organizations reputation, brand, and market value; better attract and retain talented employees; mitigate regulatory and business risks; and address key economic, environmental, and social issues within the organization.
HALT, HASS, and HASA Explained

Accelerated Reliability Techniques, Revised Edition
Harry W. McLean Readers will find all that is required to implement a successful accelerated reliability program in this groundbreaking book. Author Harry McLean shares the knowledge he has acquired in helping employers and clients manufacture products that far exceeded stated reliability expectations as soon as they were released into production. Many who are using these techniques are included in the worlds top 50 electronic and electromechanical companies and have seen their market share climb from the dust in the rear of the pack to be the industry leader in a short time.
NEW The Power of Deduction Failure Modes and Effects Analysis for Design
Michael A. Anleitner This book is aimed at engineers, managers, and other professionals who are active participants in product development activities for industrial and commercial products, including design engineers, designers, product engineers, program managers, quality managers and engineers, manufacturing engineers, and business unit managers. How can you turn DFMEA into the powerful tool that it can become? How should DFMEA be approached? This book answers these questions. It introduces DFMEA, outlines some common mistakes made when doing it, and goes deep into a straightforward but comprehensive sevenstep process that will ensure your designs and products are world-class.
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Practical Reliability Engineering

Fourth Edition
Patrick D.T. OConnor This book provides a comprehensive description of all the important methods for the design, development, manufacture, and maintenance of reliable engineering products and systems. Students, engineers, and managers alike will find this a valuable reference source. With emphasis firmly placed on the practical aspects of reliability engineering, the fourth edition provides extended coverage of mechanical, electronic, and software failure mechanisms, design, and testing. Recent developments in international standardization are discussed and guidance is provided on essential management issues. The inclusion of a draft project reliability plan enhances the value to those involved in systems engineering and project management.
Single Point of Failure

The Ten Essential Laws of Supply Chain Risk Management
Gary S. Lynch Over the past decade organizations have faced relentless customer demand for better value at less cost, individual customization, greater choice, faster delivery, higher quality, exceptional service, and more recentlyincreased environmental and social consciousness. The organizations weapon of choice to address this increasing demand has been the supply chain. However, as the supply chain footprint changed (e.g., outsourcing, off-shoring and customer/vendor empowerment) so did the organizations exposure to uncertainty. As customers become more demanding and change occurs at an even greater pace, supply chain risk continues to propagate like a parasite.
NEW
Data
Drug Safety
QUALITY MANAGEMENT
How to Analyze, Summarize, and Interpret to Determine Risk

Michael J. Klepper and Barton Cobert This book provides drug safety/pharmacovogilance professionals, pharmaceutical and clinical research scientists, statisticians, programmers, medical writers, and technicians with an accessible, practical framework for the analysis, summary, and interpretation of drug safety data. The only guide of its kind, Drug Safety Data: How to Analyze, Summarize, and Interpret to Determine Risk is an invaluable reference for pre- and postmarketing risk assessment.
QUALITY MANAGEMENT AUDITING
Quality Audits for Improved Performance

Third Edition
Dennis R. Arter This book is an excellent reference for learning and applying basic quality auditing principles. Examples and checklists throughout the book help make this one of the best single-source reference guides. Quality practitioners, registrars, and those preparing for certification exams will find this book useful. The new edition expands on established techniques and addresses both internal and supplier auditing as it relates to any quality management system, including ISO 9001, GMP, automotive, and others.
The Management System Auditors Handbook

Joe Kausek Meant for both new and experienced auditors, The Management System Auditors Handbook provides a detailed and structured examination of the audit process. Author Joe Kausek explains how to use your audit program to drive continual improvement throughout the organization through the identification of best practices and waste. While many of the fundamental concepts of auditing apply to any management system audit, separate chapters have been devoted to the unique aspects of quality, environmental, and health and safety management system audits. Standards addressed include ISO 9001:2000, ISO/TS 16949:2002, ISO 14001, and OHSAS 18001, as well as instruction on performing combined audits of these standards.
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QUALITY MANAGEMENT AUDITING
The ASQ Auditing Handbook

Third Edition
J.P. Russell, editorial director This best-selling handbook is organized to correspond exactly with the ASQ Certified Quality Auditor (CQA) Body of Knowledge. It provides comprehensive coverage for nearly every aspect of the audit function. Though a valuable resource for studying for the CQA exam, it is also meant to be the single source for quality, environmental, and safety and health auditors, audit managers, audit teams, and other professionals in the field. The auditing handbook is designed to provide practical guidance for system and process auditors. Practitioners in the field have provided content, example audit situations, stories, and review comments as the handbook evolved. The appendices include example forms and an example guide for when subject matter experts are needed on the audit team.
The Internal Auditing Pocket Guide

Preparing, Performing, Reporting, and Follow-up, Second Edition
J.P. Russell This second edition is fully updated and expanded! The entire audit process is discussed, from the audit assignment to analyzing results and following up on the action items. This easy-to-use pocket guide summarizes the steps necessary to complete an internal audit. New and updated sections reflect new techniques, ISO 19011 thinking, and the approach to new standards. The condensed format of this book makes it a good tool to use when training others how to perform an internal audit, and it is appropriate for those who have no prior knowledge of audit principles or techniques.
The Executive Guide to Understanding and Implementing the Baldrige Criteria

Improve Revenue and Create Organizational Excellence
Denis Leonard and Mac McGuire This book provides a guide to the Baldrige criteria for executives or managers new to quality, or to organizations interested in introductory information. National, regional, state, and local quality award organizations will particularly benefit from this book by providing it as a resource to their examiners and to companies wanting to become involved in the Baldrige Award process. Companies that have internal quality awards or self-assessments will also find this to be an invaluable resource.
The Pocket Guide to the Baldrige Award Criteria

15th Edition
Mark Graham Brown Updated yearly to match changing requirements, this guide helps you understand the Malcolm Baldrige National Quality Award Criteria. Most organizations that use the Baldrige criteria have no interest in applying for, or winning, the award. It is not about the award, or how to win it. Rather, it is about how to interpret and use the criteria to improve your organization. If the material in this quick reference guide sparks your interest in the Baldrige criteria or the Malcolm Baldrige National Quality Award, you can obtain more information from the sources listed at the end of the book.
The Baldrige Users Guide

Organization Diagnosis, Design, and Transformation, Fourth Edition
John Vinyard and John Latham Whether diagnosing the existing organization, designing or redesigning systems, or leading the transformation, this practical guide has the tools and advice that readers will need to build a high performing organization. It delves into the latest advances in the Baldrige process, which helps drive organizations to be more competitive and achieve performance excellence. Authors Latham and Vinyard strike a balance between theoretical and practical approaches, emphasizing the impact of the leaders role in determining healthy directions for a changing organization. This is an easy-to-use manual that examines the Baldrige process of organizational assessment and diagnosis.
QUALITY MANAGEMENT BALDRIGE
800-248-1946
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NEW Insights to Performance Excellence 2011-2012 An Inside Look at the 2011-2012 Baldrige Criteria
Mark L. Blazey This book helps performance-excellent examiners and organizationimprovement practitioners to understand the 2011-2012 Baldrige Criteria for Performance Excellence, and the linkages and relationships among its many Items. Blazey simplifies the criteria into easily understandable and actionable items through the use of plain-English explanations, flowcharts, and relationship matrices. As always, also included are examples of effective practices that recent Baldrige Award-winning organizations have developed. Reading this book will strengthen your understanding of the criteria and provide insight on analyzing your organization, improving performance, and applying for the award.
2011 8 x 11 softcover Approximately 375 pages Item: H1413 ISBN 978-0-87389-814-0 Member Price: $56.00 List Price: $92.00 Available spring 2011.
Baldrige Award Winning Quality

How to Interpret the Baldrige Criteria for Performance Excellence, 17th Edition
Mark Graham Brown Baldrige Award Winning Quality, now in its 17th edition, is written in an easy-to-read format by one of the best-known authorities on the Baldrige Award Criteria, Mark Graham Brown, and it continues to be the most recognized reference in the field. This book provides a clear and concise explanation on how to prepare for a site visit, its purpose, what the Baldrige examiner looks for, and the questions typically asked during a visit. This definitive reference details, in simple and straightforward language, every category, examination item, and area to address.
Journey to Excellence
Baldrige Health Care Leaders Speak Out
Kathleen Goonan, editor This latest book in a series of first-person accounts of Baldrige Award winners focuses on the healthcare industry. The healthcare organizations leaders discuss how they used the Baldrige Health Care Criteria for Performance Excellence to become worldclass. The question-and-answer sections address the complete Baldrige journey, from the decision to use the criteria to receiving the award. This book is an invaluable opportunity to hear which roads these leaders took and where those roads got them.
Our Journey to Performance Excellence

Richard G. Hastings Saint Lukes Health System, based in Kansas City, MO, includes 11 hospitals in Missouri and Kansas, plus many related healthcare services. Recognized for its commitment to education and research, Saint Lukes is world-renowned for clinical care and innovation at its Saint Lukes Mid America Heart Institute and Saint Lukes Brain and Stroke Institute. In addition, Saint Lukes is a regional leader in cancer care, provides the areas highest level of neonatal care, and operates the regions only ICU. In 2003, the health systems tertiary facility, Saint Lukes Hospital of Kansas City, became only the second hospital to receive the nations premier quality honor, the Malcolm Baldrige National Quality Award.
The Making of a World-Class Organization

E. David Spong and Debbie J. Collard Using a unique blend of stories, tips, charts, and tables that can be adapted to any organization, this book shares the stories, wisdom, and silver bullets gained by two divisions of the Boeing Corporation as they won the Malcolm Baldrige National Quality Award. The silver bullets are the kernels of management wisdom that set this book apart and provide the simple insights that anyone can adopt. This book uses a systems perspective to provide solutions that will inspire leaders to champion such approaches, while also providing tried and true details and how-to applications to the in-house practitioners and consultants.
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Charting Your Course

Lessons Learned During the Journey Toward Performance Excellence
John G. Conyers and Robert Ewy This book tells the story of the 2003 Malcolm Baldrige National Quality Award winner Community Consolidated School District 15 of Palatine, IL. The book shares the story of the school districts journey toward continuous improvement as it followed the Baldrige Award Criteria. The authors share both the good and the bad results encountered along the way. The book will help other schools answer the many questions that will inevitably come up as they begin to follow the Baldrige criteria, and will help them avoid making some of the same mistakes.
ASQ Education School SelfAssessment Guide to Performance Excellence

Aligning Your School or District to WorldClass Education Standards
Peter G. LaBonte, ASQ This guide helps you evaluate the systems and processes within your school or school district. Complementary to accreditation and state reporting requirements, it takes a next step and focuses you on a systems perspective, helping you to align and improve your processes, with the primary focus on learning. Using this selfassessment guide, you are developing levels of understanding within a framework of excellence based on high standards used by organizations recognized as high performers.
Running All the Red Lights

A Journey of System-Wide Educational Reform
Terry Holliday and Brenda Clark There are many red lights in education reform, including citizens, national and state legislative requirements, and schools staffs themselves. What can you do as a superintendent, school leader, or classroom leader when you encounter these and other red lights? The authors journey toward education reform included the Malcolm Baldrige National Quality Award in Education in 2008 and has been a destination of success for the school districts children. Other leaders in other school systems will be inspired to undertake their own journey and to sustain it for all children. The journey is a frustrating one, but the destination is always worth the trouble.
QUALITY MANAGEMENT STATISTICS
Process Quality Control

Troubleshooting and Interpretation of Data, Fourth Edition
Ellis R. Ott, Dean V. Neubauer, and Edward G. Schilling In this new edition, the authors have continued down the path that Ott created for others to follow. Additions to this revised edition include the use of dot plots as an alternative to histograms; digidot plots; adding events to charts; emphasis on the role that acceptance control charts play in controlling risks and the computation of average run length; a new chapter devoted to process capability, process performance, and process improvement, including the use of confidence intervals for process capability metrics; narrow-limit gauging as another means of assessing the capability of a process; Six Sigma methodology; design resolution; scatter plot matrices as applied to datasets of higher dimensions; and a new chapter on measurement studies.
SPC for Right-Brain Thinkers

Process Control for Non-Statisticians
Lon Roberts SPC for Right-Brain Thinkers is not simply another made-easy book on the subject of statistical process control (SPC). The guiding principle in writing this book was to make SPC accessible to that large group of individuals who would readily characterize themselves as right-brain thinkers. The challenge that right-brain thinkers face in understanding and applying SPC goes beyond the math; it is also a matter of approaching the subject from a different perspective altogetherthrough the side door, if you will, where the inner workings of SPC may be seen in action. The book is also intended to serve the information needs of those who either own or work within the job processes wherein SPC is applied.
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The Handbook of Applied Acceptance Sampling

Plans, Procedures, and Principles
Kenneth S. Stephens Written in clear and understandable terms, this handbook provides a modern and applied approach to the subject of acceptance sampling and inspection. Loaded with numerous examples and illustrations to guide you, The Handbook of Applied Acceptance Sampling: Plans, Procedures, and Principles helps to make many of the mainstream principles and evaluation tools of this quality method straightforward and easy to understand. The bonus CD-ROM is loaded with appendices, problem exercises and solutions, tables, graphs, and more from the text that can be used beyond the applications in the bookmaking it an excellent practical guide for the student or quality professional.
2001 7 x 10 hardcover 538 pages Item: H1062 ISBN 0873894758 Member Price: $84.00 List Price: $140.00
The Desk Reference of Statistical Quality Methods

Second Edition
Mark L. Crossley Arranged in alphabetical order for quick reference, this book provides the quality practitioner with a single resource that illustrates, in a practical manner, how to execute specific statistical methods frequently used in the quality sciences. Each method is presented in a stand-alone fashion and includes computational steps, application comments, and a fully illustrated brief presentation on how to use the tool or technique. This second edition includes new sections on advanced SPC applications, reliability applications, and simplex optimization. There are also expansions in the sections on process capability analysis, hypothesis testing, and design of experiments.
QUALITY MANAGEMENT STATISTICS
Acceptance Sampling in Quality Control

NEW Second Edition
Edward G. Schilling and Dean V. Neubauer Reflecting the recent resurgence of interest in this field, this book presents the state of the art in the methodology of sampling and explores its advantages and limitations. The book also looks at how acceptance control can support applications of statistical process control and help in the evaluation of products. Providing valuable guidelines for choosing appropriate procedures, this comprehensive second edition encompasses the most widely used acceptance sampling techniques. It lucidly provides a broad theoretical understanding of the field while offering all the information needed for the practical application of acceptance sampling plans in industry.
Improving Performance Through Statistical Thinking

ASQ Statistics Division For those organizations striving to make improvement, Improving Performance Through Statistical Thinking presents a clear and practical explanation of statistical thinking without the typical equations and formulas. Not simply a list of tools, this book bridges the gap from concept to application by providing step-bystep guidance on how to get started on problems. In addition, case histories provide real-world examples for readers to extend to their own processes, while they learn how to implement statistical thinking in their organization. Concepts are clearly illustrated for readers to follow and extend to their own processes.
2000 6 x 9 softcover 171 pages Item: H1060 ISBN 0873894677 Member Price: $25.00 List Price: $43.00
Zero Acceptance Number Sampling Plans

Fifth Edition
Nicholas L. Squeglia This book provides a set of attribute plans for lot-by-lot inspection with the acceptance number in all cases as zero. After years of extensive application by government contractors, commercial manufacturing, and service industries, these c=0 sampling plans are now considered stand-alone sampling plans. They have continually gained in popularity for more than 45 years, and today are the norm.
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Make an impact with ASQ membership.

Quality plays a critical role in every aspect of individual and organizational growth. It is how organizations and communities improve products and services the world relies on to keep us healthy and safe. ASQ, the leading authority on quality, is dedicated to advancing learning, promoting quality improvement, and uniting people passionate about quality worldwide. As an ASQ member you get the resources you need to set yourself apart from others and access a global network of experts, while demonstrating your commitment to quality. Professional Development Resources Take your career to the next level with training from the ASQ Learning Institute, ASQ certications, and the ASQ Career Center. Access to Information and Solutions Learn classic and current quality principles and theories in ASQs agship publication, Quality Progress, and the ASQ Knowledge Center. Also receive exclusive monthly member gifts that can be used as a learning tool for you and your organization. Networking Opportunities Meet and share best practices with more than 80,000 other members in your community and industry at local section meetings, ASQ forums and divisions, online communities, or ASQ conferences.
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ASQs World Conference on Quality and Improvement

May 1618, 2011 Pittsburgh, PA May 2123, 2012 Anaheim, CA
For 65 years ASQs World Conference on Quality and Improvement has brought together members of the global quality community. Industry leaders are on-hand to educate and inspire more than 2,000 attendees annually. Training sessions provide tools and techniques from basic to the advanced. The World Conference will provide a platform for exchanging knowledge and ideas that will help you excel. Visit http://wcqi.asq.org for up-to-date conference information.
To register for the 2011 World Conference on Quality and Improvement, visit http://wcqi.asq.org or call ASQ Customer Care at 800-248-1946.
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2011 Lean and Six Sigma Conference

February 28 March 1, 2011 Phoenix, AZ
Looking to learn how to apply lean and Six Sigma to help increase your organizations bottom line? Do you want to learn how other people are using lean and Six Sigma in a variety of industries? The ASQ Lean and Six Sigma Conference will provide you valuable experience no matter what your level of lean and Six Sigma knowledge is. This conference will deliver the best in lean and Six Sigma tools, methodologies, and solutions that will enhance your customers experiences and help improve your organizations competitiveness in todays economy.
To register for the 2011 ASQ Lean and Six Sigma Conference, visit http://sixsigma.asq.org or call ASQ Customer Care at 800-248-1946.
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With millions of dollars being saved every year with the use of lean and Six Sigma methods, isnt it time your company powered up the valuable tools? To get you started, ASQ offers a variety of Lean Six Sigma training designed to have you up and running in no time. Lean Lean Lean Lean Six Six Six Six Sigma Sigma Sigma Sigma Fundamentals Black Belt Black Belt with Minitab Green Belt Lean Enterprise Lean Kaizen: A Simplied Approach to Process Improvements
Case studies show how Lean Six Sigma saves time and money.
Visit the ASQ Knowledge Centers Hot Topics in Quality page to learn how two companies saved $2.2 million by implementing lean and Six Sigma. Visit www.asq.org/six-sigma.
For more information on ASQs Lean Six Sigma training, visit www.asq.org/lean-six-sigma or call 800-248-1946.
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ASQ Quality Press Catalog

Books and Resources Your Team Will Use Every Day

ASQ On-site Training maximizes your training dollars!

ASQ On-site Training offers you and your organization:

The Global Voice of Quality

3-13 14-16 17-18

New and Best-Sellers

Welcome to the 2011 ASQ Quality Press Publications Catalog!

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Lean and Six Sigma

William A. Tony ASQ Publisher

Explore the ASQ Knowledge Center today at www.asq.org/knowledge-center.

The Global Voice of Quality

Root Cause Analysis

Quality Improvement Made Simple and Fast!

Also available in iTunes, Nook, and Kindle e-book stores!

The Quality Toolbox

Also available in iTunes, Nook, and Kindle e-book stores!

A Guide to GREEN for the Quality Professional

Also available in iTunes, Nook, and Kindle e-book stores!

Business Process Improvement Toolbox

Also available in iTunes, Nook, and Kindle e-book stores!

NEW ISO 26000 in Practice A Users Guide

Also available in iTunes, Nook, and Kindle e-book stores!

Also available in iTunes, Nook, and Kindle e-book stores!

Root Cause Analysis

Mapping Work Processes

NEW Complex Service Delivery Processes Strategy to Operations, Second Edition

Linking Social Word-of-Mouth, Brand Impression, and Stakeholder Behavior

The Customer Advocate and the Customer Saboteur

Quality Audits for Improved Performance

Making Change Work

Also available in iTunes, Nook, and Kindle e-book stores!

A Lean Guide to Transforming Healthcare

Root Cause Analysis and Improvement in the Healthcare Sector

Also available in iTunes, Nook, and Kindle e-book stores!

NEW Profitability With No Boundaries Optimizing TOC and Lean-Six Sigma

The ASQ Six Sigma Master Black Belt Handbook

The Certified Six Sigma Black Belt Handbook

The Certified Six Sigma Green Belt Handbook

CAPA for the FDA-Regulated Industry

The Certified Pharmaceutical GMP Professional Handbook

NEW Lean Acres Strategic Innovation and Improvement in a Farm-iliar Setting

The Memory Jogger II

The Logical Thinking Process

A Journey to Quality Leadership

A Practical Field Guide for AS9100:2009

The Certified Quality Engineer Handbook

Failure Mode and Effect Analysis

AS9101D Auditing for Process Performance

ISO Lesson Guide 2008

ISO 9001:2008 Explained

Also available in iTunes, Nook, and Kindle e-book stores!

The Certified Six Sigma Black Belt Handbook

The Certified Six Sigma Green Belt Handbook

The ASQ Six Sigma Master Black Belt Handbook

The ASQ Auditing Handbook

The Biomedical Quality Auditor Handbook

The Certified HACCP Auditor Handbook

The Certified Quality Engineer Handbook

The Certified Quality Process Analyst Handbook

The Lean Certification Handbook

The Certified Quality Technician Handbook

The Metrology Handbook