2019年TQM全面质量管理教程.PPTVIP

Total Quality Management Total Quality Management Quality has become a high priority issue Quality impacts the entire organization suppliers, customers ,design, maintenance Today’s 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. Transcendent 2. 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. 1. Plan 2. Execute the change. 2. Do 3. Study the results; did it work? 3. Check 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