Total Quality Management,Total Quality Management,Quality has become a high priority issue Quality impacts the entire organization suppliers, customers ,design, maintenance Todays customer is well informed - journals, news Quality-based management philosophy - key to success,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,Quality Definitions,The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. - ASQ Garvin advanced 5 viewpoints; 1. Transcendent2. Product-Based 3. User-Based 4. Manufacturing-Based 5. Value-Based,Customer Driven Quality,Perspective on quality - placement Internal/external customers Product Planning Market segments to be served Level of performance/price Level of quality comes from customer Do not care why it is defective,Customer Driven Quality,Dimensions of Quality,Performance - primary ops characteristics Availability, Reliability, Durability, Maintainability Features - secondary characteristics Warranty - promise of performance Aesthetics - pleasing characteristics Price - indicates value of product Example - Stereo Amplifier,Quality Standards,1. Baldrige Award - only US firms can apply 2. Deming Prize - open to all companies 3. ISO 9000 - Quality Standards for Europe,Tools of TQM,Quality problems are uncovered by using workers and inspectors who conduct tests on products People must be trained on the various tools that are available W. Edwards Deming - PDCA cycle,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,4. Act,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 Repair,Notify Customer,Collect Money,Y,17,Cause normal and exceptional,Cost of Quality,1978 - P. Crosby wrote “Quality is Free” Quality improvements yield higher profit Prevention and improvement not inspection Categories Cost of Failure Cost of Controlling Quality,Conclusions,TQM is a valuable concept in managing organizations Must build the right climate for acceptance of TQM Process takes time,Quality is Job One,No matter what the product or service, you can find it somewhere else cheaper” - E. Scrooge,9、静夜四无邻，荒居旧业贫。21.3.2021.3.20Saturday, March 20, 2021 10、雨中黄叶树，灯下白头人。18:13:1618:13:1618:133/20/2021 6:13:16 PM 11、以我独沈久，愧君相见频。21.3.2018:13:1618:13Mar-2120-Mar-21 12、故人江海别，几度隔山川。18:13:1618:13:1618:13Saturday, March 20, 2021 13、乍见翻疑梦，相悲各问年。21.3.2021.3.2018:13:1618:13:16March 20, 2021 14、他乡生白发，旧国见青山。2021年3月20日星期六下午6时13分16秒18:13:1621.3.20 15、比不了得就不比，得不到的就不要。2021年3月下午6时13分21.3.2018:13March 20, 2021 16、行动出成果，工作出财富。2021年3月20日星期六6时13分16秒18:13:1620 March 2021 17、做前，能够环视四周；做时，你只能或者最好沿着以脚为起点的射线向前。下午6时13分16秒下午6时13分18:13:1621.3.20 9、没有失败，只有暂时停止成功！。21.3.2021.3.20Saturday, March 20, 2021 10、很多事情努力了未必有结果，但是不努力却什么改变也没有。18:13:1618:13:1618:133/20/2021 6:13:16 PM 11、成功就是日复一日那一点点小小努力的积累。21.3.2018:13:1618:13Mar-2120-Mar-21 12、世间成事，不求其绝对圆满，留一份不足，可得无限完美。18:13:1618:13:1618:13Saturday, March 20, 2021 13、不知香积寺，数里入云峰。21.3.2021.3.2018:13:1618:13:16March 20, 2021 14、意志坚强的人能把世界放在手中像泥块一样任意揉捏。2021年3月20日星期六下午6时13分16秒18:13:1621.3.20 15、楚塞三湘接，荆门九派通。2021年3月下午6时13分21.3.2018:13March 20, 2021 16、少年十五二十时，步行夺得胡马骑。2021年3月20日星期六6时13分16秒18:13:1620 March 2021 17、空山新雨后，天气晚来秋。下午6时13分16秒下午6时13分18:13:1621.3.20 9、杨柳散和风，青山澹吾虑。21.3.2021.3.20Saturday, March 20, 2021 10、阅读一切好书如同和过去最杰出的人谈话。18:13:1618:13:1618:133/20/2021 6:13:16 PM 11、越是没有本领的就越加自命不凡。21.3.2018:13:1618:13Mar-2120-Mar-21 12、越是无能的人，越喜欢挑剔别人的错儿。18:13:1618:13:1618:13Saturday, March 20, 2021 13、知人者智，自知者明。胜人者有力，自胜者强。21.3.2021.3.2018:13:1618:13:16March 20, 2021 14、意志坚强的人能把世界放在手中像泥块一样任意揉捏。2021年3月20日星期六下午6时13分16秒18:13:1621.3.20 15、最具挑战性的挑战莫过于提升自我。2021年3月下午6时13分21.3.2018:13March 20, 2021 16、业余生活要有意义，不要越轨。2021年3月20日星期六6时13分16秒18:13:1620 March 2021 17、一个人即使已登上顶峰，也仍要自强不息。下午6时13分16秒下午6时13分18:13:1621.3.20,感谢您的下载观看,专家告诉