An American pespective .ppt

品質經營 你的顧客感到很快樂、 你不用到處救火、 你不是被動地被迫做事。 Jack Welch, comments on 6-sigma Total Quality Management Hot Topic in business and academic None of them completely agree on What it is The definition of TQM How to do it How to put the concept into practice Why TQM is an evolving concept Different organizations are in different stages of transforming to TQM Different organizations may require different forms of TQM Total Quality Management A people-focused management system Continual increase in customer satisfaction Lower real cost Works horizontally across functions and departments Involve all employees, top to bottom Extend backward and forwards Includes the supply chain and the customer chain Total Quality Forum, 1992 TQM Underlying principals Tools and techniques Mistaken tools and techniques for principals will lead to management failures A way of life Not a separate area or program TQM Pervasive change and paradigm shifts Growing intensity of global competition Automobile industry U.S. Big 3 v.s. Japanese Toyota, … Relentless advances in technology Open and close market 網路拍賣、影印手抄筆記 Products rapidly move through ever-shorter life cycle Phonographic record, CD, music download Stages of the managerial paradigm shift Normalcy (常態) Expectations are clear Rules are known Results are predictable 利率下降、資金充裕、經濟成長 Taylor’s Scientific Management Weber’s Theory of Bureaucracy Anomalies (異常現象) Unexpected event challenge management’s assumptions about business Lower price does not mean increase of market share Global economy Resources: money, people, machinery, … Managerial capabilities The survival of the fittest in an unforgiving process of industrial Darwinism raise the level of competition Replacement: New Paradigm Does NOT mean all elements in the past paradigm are invalid BUT they are at least reconfigured Difference between new and old paradigm Customer Value Strategy Cross-functional systems Continuous improvement Customer value strategy Cross-functional systems Continuous impro