Table Of ContentUnleash Quality
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Complex Service Delivery Processes, Third Edition
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Innovative Business Management Using TRIZ
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The Certified Six Sigma Green Belt Handbook, Second Edition
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The ASQ Six Sigma Black Belt Pocket Guide
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The Certified Six Sigma Black Belt Handbook, Third Edition
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Statistics for Six Sigma Black Belts
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The ASQ CSSGB Study Guide
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The Certified Six Sigma Yellow Belt Handbook
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The Certified Quality Engineer Handbook, Fourth Edition
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The Quality Toolbox, Second Edition
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The Certified Manager of Quality/Organizational Excellence Handbook,
Fourth Edition
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Unleash Quality
Build a Winning Strategy
for a Culture of Quality
That Will Unleash Your
Growth and Profit Potential
Arron S. Angle
ASQ Quality Press
Milwaukee, Wisconsin
American Society for Quality, Quality Press, Milwaukee, WI 53203
© 2019 by ASQ.
All rights reserved. Published 2019.
Printed in the United States of America.
24 23 22 21 20 19 5 4 3 2 1
Library of Congress Cataloging-in-Publication Data
Names: Angle, Arron S., author.
Title: Unleash quality: build a winning strategy for a culture of quality
that will unleash your growth and profit potential / Arron S. Angle.
Description: Milwaukee, Wisconsin: ASQ Quality Press, 2019. | Includes
bibliographical references.
Identifiers: LCCN 2018061269 | ISBN 9780873899833 (pbk.)
Subjects: LCSH: Total quality management. | Quality control--Management.
Classification: LCC HD62.15 .A54 2019 | DDC 658.4/013— dc23
LC record available at https://lccn.loc.gov/2018061269
No part of this book may be reproduced in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher.
Publisher: Seiche Sanders
Sr. Creative Services Specialist: Randy L. Benson
ASQ Mission: The American Society for Quality advances individual,
organizational, and community excellence worldwide through learning,
quality improvement, and knowledge exchange.
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Printed on acid-free paper
Contents
List of Figures and Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii
Chapter 1 Why Quality? ..................................... 1
Chapter 2 What is Quality? .................................. 5
Chapter 3 Who Owns Quality? ............................... 19
Chapter 4 Do You Have a Strategy for Quality? ................. 25
Chapter 5 Getting Started on Your BBQ Journey ................ 31
Chapter 6 Setting Requirements for Your Objectives ............. 47
Chapter 7 Setting Achievable Objective Tasks .................. 53
Chapter 8 Start Finding Those Hidden Profits .................. 59
Chapter 9 Keeping Quality on the Radar for
Early Warning Alerts .............................. 63
Chapter 10 Placing Quality in the Organization ................. 67
Chapter 11 The Role of a Quality Department ................... 77
Chapter 12 Guidance on Metrics that Drive Change .............. 85
Chapter 13 Getting Your BBQ Working ......................... 91
v
vi Contents
Chapter 14 Notes & Conclusion ............................... 101
Appendix A The Gurus of Quality .............................. 107
Appendix B Workbook Checklist ............................... 111
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
About the Author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
List of Figures and Tables
Figure 1 The trilogy of Quality culture behaviors ..................... xvi
Figure 2 Tree Swing picture from the 1970s .......................... 7
Figure 3 Two software development Quality metrics .................. 10
Figure 4 Weld performance metrics ................................. 12
Figure 5 Effect and cause metrics for financial closing performance ..... 37
Figure 6 Process steps needed to produce an output .................. 49
Figure 7 Process as designed, actual process flow, and possible flow .... 60
Table 1 Typical functional organization structure relationships ........ 73
vii
Preface
Was it the title that caused you to pick up this book? Perhaps
just plain curiosity regarding the claim of improved profits
from something as common as Quality? Most folks would
argue that Quality has not been restrained. It’s been around
for years, so why would it need to be unleashed?
n this book I intend to show how Quality has been restrained
I
by failing to groom and evolve managers outside of the Quality
organization to become leaders who understand and embrace a
culture of Quality. Likewise, many Quality professionals get caught
up in the Lean Six Sigma line of thinking. To wit, they tend to focus
more on tool use than on evangelizing a holistic approach to Quality
as a behavior applicable from top to bottom within a company. To this
point, Quality professionals and managers may not have the tools
to recognize nor have the support to drive a cultural transformation
across departmental boundaries. If any of this sounds familiar, then
please read this book to gain an understanding of how to implement
a cultural transformation that will drive long-term sustainable growth
and improvement to your bottom-line financials.
You are probably thinking, “But we have Quality programs and
what you are suggesting seems ‘old school.’” I have been asked this
question a number of times. My response has always been, “What and
where are you measuring?” Are you measuring manufacturing and
service? (Likely yes.) Are you measuring accounting or marketing?
(Likely no.) If yes, are these measures driving change or just reporting
status? Are these measures aligned with the financial objectives of the
ix
