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""Dr. Juran?s life work on quality--boiled down to a concise guide to creating a strong, successful, globally competitive enterprise Dr. Joseph Juran was a true visionary in the field of quality, and his words continue to inspire. One of his main mantras was "Take care of the quality, and the rest will take care of itself." This work is devoted to just that--taking care of the quality. In it, the Juran Institute team presents the leadership values, beliefs, and actions of top companies, and identifies the strategies that have resulted in measurable success. Juran?s Quality Essentials offers succinct, field-tested methods applicable to any industry, from service to manufacturing, and includes realistic timetables of implementation. This unique resource describes three universal quality management methods: 1. designing innovative products and services; 2. creating breakthroughs in current performance; and 3. assuring repeatable and compliant processes. Reveals how to align quality goals and methods to a company?s strategic plan Provides a transformation model and roadmap Demonstrates how executive leadership is the key to a company?s quality revolution--and how to make quality happen. Filled with insider tips for staying adaptable and using a benchmark to sustain performance Shows how to apply planning, control, and improvement to quality leadership for competitive advantage ""

"Proven techniques for improving software and process quality with Six SigmaThis practical, in-depth guide explains how to apply Six Sigma to solve common product and process improvement challenges in the software and IT industry. Six Sigma Software Quality Improvement covers Define, Measure, Analyze, Improve, and Control (DMAIC), Lean Six Sigma, Design for Six Sigma (DFSS), and Define, Measure, Analyze, Design, and Verify (DMADV). Featuring more than 20 success stories from Motorola, IBM, Cisco, Seagate, Xerox, Thomson Reuters, TCS, EMC, Infosys, and Convergys, the book offers first-hand accounts of corporate Six Sigma programs and explains how these companies are successfully leveraging Six Sigma for software process and quality improvement.The success stories reveal how: Motorola minimized business risk before changing business-critical applications TCS improved fraud detection for a global bank Infosys improved software development productivity for a large multinational bank IBM reduced help desk escalations and overhead activities EMC improved development productivity Motorola realized significant cost avoidance by streamlining processes and project documentation Xerox achieved high-speed product development Seagate reduced application downtime and improved availability to 99.99% Cisco successfully reinvented its Six Sigma program Convergys injected Six Sigma into the company?s DNA Thomson Reuters? Six Sigma program gathered significant momentum in a short time Six Sigma was successfully applied in many other projects for defect reduction, cycle time reduction, productivity improvement, and more"-- Provided by publisher."To date, there have been very few resources that demonstrate how Six Sigma is applicable to the IT industry. Six Sigma Software Quality Improvement bridges that gap by showing Six Sigma in action, with compelling success stories from today?s leading IT companies, including Motorola, Honeywell, GE, and American Express. It offers a true roadmap for software quality improvement from those who have been in the trenches and have won the battles handily. IT companies continue to be challenged in overcoming intractable software quality problems and operational complexity while also trying to deliver software as per the agreed scope, schedule, and budget. Six Sigma Software Quality Improvement illustrates how successful IT companies employ Six Sigma to improve their processes using DMAIC (Define, Measure, Analyze, Improve, Control) and DMADV (Define, Measure, Analyze, Design, Verify) and identify and eliminate waste from their processes using Lean Six Sigma. The book also reveals how companies develop new, robust products using Design for Six Sigma (DFSS) concepts."

"Pelayanan berkualitas tinggi merupakan peluang bagi dealer untuk bersaing di industri alat berat yang saat ini kompetitif. Oleh karena itu, menjaga kepuasan pelanggan setia tetap menjadi prinsip bisnis yang vital dalam industri ini. Kualitas pelayanan akan ditentukan oleh peran penting dari gaya kepemimpinan. Para peneliti telah menyampaikan tentang hubungan antara gaya kepemimpinan yang dimediasi oleh customer oriented-organizational citizenship behavior (CO-OCB) mempengaruhi perilaku kualitas layanan, sementara yang lain berpendapat bahwa CO-OCB meningkat secara signifikan dengan adanya mediasi trust in leaders (TIL). Dalam penelitian ini peneliti menggunakan model paternalistic leadership Indonesia (PLI) dan model employee service quality (ESQ) untuk mengeksplorasi pengaruh gaya kepemimpinan pada kualitas layanan melalui CO-OCB dan TIL sebagai mediator. Untuk membuktikan hipotesis yang telah dirumuskan digunakan Pemodelan Persamaan Struktural (SEM) untuk pengolahan data dan juga pendekatan Multisample, yang dilakukan dengan menyebarkan kuisioner pada 1.700 karyawan melalui HR manager dan berkomunikasi langsung terhadap sebagian karyawan yang bekerja seluruh cabang operational sebuah dealer alat berat di Indonesia, sekaligus melihat pengaruh kepemimpinan paternalistik pada kualitas layanan karyawan. Studi ini ingin mengungkapkan bahwa pada industri alat berat, pengaruh paternalistic leadership Indonesia pada customer oriented-organizational citizenship behavior yang dimediasi sebagian oleh trust in leaders akan mempengaruhi employee service quality. Selain itu melalui pendekatan multisample dibuktikan bahwa sektor bisnis tidak mempengaruhi semua pengaruh variabel dependen terhadap variabel independen dalam model penelitian.  

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High quality service is an advantage for dealers to compete in today's competitive heavy equipment industry. Therefore, maintaining the satisfaction of loyal customers remains a vital business principle in this industry. Service quality will be determined by the important role of leadership style. Researchers have conveyed about the relationship between leadership style mediated by customer oriented-organizational citizenship behavior (CO-OCB) affecting service quality behavior, while others argue that CO-OCB increases significantly with trust in leaders (TIL) mediation. In this study, the researchers used the paternalistic leadership Indonesia (PLI) model and the employee service quality (ESQ) model to explore the influence of leadership style on service quality through CO-OCB and TIL as mediators. To prove the hypothesis that has been formulated, Structural Equation Modeling (SEM) is used for data processing and also the Multisample approach, which is carried out by distributing questionnaires to 1,700 employees through the HR manager and communicating directly with some employees who work in all operational branches of a heavy equipment dealer in Indonesia, while looking at the influence of paternalistic leadership on the quality of employee service. This study wants to reveal that in the heavy equipment industry, the influence of Indonesia's paternalistic leadership on CO-OCB which is partially mediated by trust in leaders affect employee service quality. In addition, through the multisample approach, it is proven that the business sector does not affect all the effects of the dependent variable on the independent variables in the research model"