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1、Total Quality Management,Total Quality Management,Total Quality Management,Quality has become a high priority issueQuality impacts the entire organizationsuppliers, customers ,design, maintenanceTodays customer is well informed - journals, newsQuality-based management philosophy - key to success,Tot
2、al Quality ManagementQualit,Total Quality Management,TQM was advanced by W. Edwards Deming in late 50s I told the Japanese that they would capture markets within five years the world over, that they would take their place alongside prosperous nations. They have done it.,Total Quality ManagementTQM w
3、a,Quality Definitions,The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. - ASQGarvin advanced 5 viewpoints;1. Transcendent2. Product-Based3. User-Based 4. Manufacturing-Based5. Value-Based,Quality DefinitionsThe totalit,C
4、ustomer Driven Quality,Perspective on quality - placementInternal/external customersProduct PlanningMarket segments to be servedLevel of performance/priceLevel of quality comes from customerDo not care why it is defective,Customer Driven QualityPerspec,Customer Driven Quality,Customer Driven Quality
5、,Dimensions of Quality,Performance - primary ops characteristicsAvailability, Reliability, Durability, MaintainabilityFeatures - secondary characteristicsWarranty - promise of performanceAesthetics - pleasing characteristicsPrice - indicates value of productExample - Stereo Amplifier,Dimensions of Q
6、ualityPerforman,Quality Standards,1. Baldrige Award- only US firms can apply2. Deming Prize- open to all companies3. ISO 9000- Quality Standards for Europe,Quality Standards1. Baldrige A,Tools of TQM,Quality problems are uncovered by using workers and inspectors who conduct tests on productsPeople m
7、ust be trained on the various tools that are availableW. Edwards Deming - PDCA cycle,Tools of TQMQuality problems a,19,PDCA Cycle (Deming Wheel),1. Plan a change aimed at improvement.,2. Execute the change.,3. Study the results; did it work?,4. Institutionalize the change or abandon or do it again.,
8、4. Act,19PDCA Cycle (Deming Wheel)1,Process Flow Chart,Customer drops off car,Mechanic makes diagnosis,Discuss work with customer,Repair Authorized,Visible to customer,Not visible to customer,Repair Not Authorized,Customer departs with car,Y,N,Pass Inspection?,Perform Corrected Work,N,Completed Repa
9、ir,Notify Customer,Collect Money,Y,Process Flow ChartCustomer dro,17,Cause & Effect Diagram,Does not meet specs,Man,Machine,Material,Method,Incorrect Measurement,Bad Cleanup,Bad Repair,Temperature Control,Jars Mislabeled,Damaged Product,Not Maintained,Not Clear,17Cause & Effect DiagramDoes n,12,Pare
10、to Analysis,80% of the problems may be attributed to 20% of thecauses.,Color,Frequency,Scratch,Porosity,Chip,Other,Wine Glasses,12Pareto Analysis80% of the pr,14,Histogram,Frequency,0.41 - 0.50,0.51 - 0.60,0.61 - 0.70,0.71 - 0.80,0.81 - 0.90,Machine 020,14HistogramFrequency0.41 - 0.5,18,Control Char
11、ts,970,980,990,1000,1010,1020,0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,LCL,UCL,18Control Charts97098099010001,TQM in Service Industry,More difficult to apply to service firmsPerceived quality is affected by service and surroundingsWorkers contribute most to perceived quality,TQM in Service Industry Mor
12、e d,Determinants of Service Quality,1. Reliability2. Responsiveness3. Competence4. Courtesy5. Communication6. Credibility,Determinants of Service Qualit,Conclusions of Study,1. Quality = expectations that are met2. Quality is determined by process and outcome3. Two types of service; normal and excep
13、tional,Conclusions of Study1. Quality,Cost of Quality,1978 - P. Crosby wrote “Quality is Free”Quality improvements yield higher profitPrevention and improvement not inspectionCategoriesCost of FailureCost of Controlling Quality,Cost of Quality1978 - P. Crosb,Conclusions,TQM is a valuable concept in managing organizationsMust build the right climate for acceptance of TQMProcess takes time,ConclusionsTQM is a valuable c,Quality is Job One,“No matter what the product or service, you can find it somewhere else cheaper” - E. Scrooge,Quality is Job One “No matter,
