Ch20 Total Quality Management(商务统计导论-英文版).ppt

CHAPTER 20:Total Quality Management to accompany Introduction to Business Statistics fourth edition, by Ronald M. Weiers Presentation by Priscilla Chaffe-Stengel Donald N. Stengel Chapter 20 - Learning Objectives Understand the philosophy of total quality management ( TQM). Be able to distinguish between defect prevention and defect detection strategies for the management of quality. Be able to distinguish random variation from assignable variation. Understand the fundamentals of statistical process control charts. Be able to prepare and interpret the major types of control charts. Total Quality Management A management philosophy that integrates quality into all facets of an organization and focuses on systematic improvement Process orientation rather than results orientation Emphasis on small continuous improvements rather than relying on large-scale innovations TQM-Related Practices The Quality Audit Competitive Benchmarking Just-In-Time Manufacturing Quality Circles Baldrige National Quality Award Pareto Diagram A Pareto diagram is a bar chart illustrating the major types of defects in a product or service. The size of each bar indicates the relative frequency of the associated type of defect. Types of defects are sorted by decreasing relative frequency. Pareto Diagram - An Example Problem: Fatal Work Injuries Quality and Process Variation The quality of products and services is related to variation in the underlying processes. Two sources of process variation: Random variation Assignable variation Random Variation ... is variation due to chance that is inherent in the design of the process. ... can be reduced by using a better design, better materials, or better equipment. Assignable Variation Assignable variation is due to a specific, identifiable cause which, in turn, changes the process, such as worker error. Statistical process control is a procedure for monitoring and analyzing process variation so that assignable variation can be identi