国际商务管理概论与结算英文版课件修订版朱文忠 9787 81134 803 328.pptVIP

By Zhu Wenzhong LEARNING GOALS State what is the quality of a product Explain the difference between actual and perceived quality State the definition of TQM State the characteristics of TQM or implications for a business State the benefits and problems of using TQM Quality The features of a product that allow it to satisfy customers’ needs or simply some standard of excellence. Actual quality Perceived quality Total quality management (TQM) Total Quality Management (or TQM) is a management concept coined by W. Edwards Deming. The basis of TQM is to reduce the errors produced during the manufacturing or service process, increase customer satisfaction, streamline supply chain management, aim for modernization of equipment and ensure workers have the highest level of training. A managerial approach which focuses on quality and aims to improve the effectiveness of the business involving every department, activity and individual. It is also a method designed to prevent errors, such as poor quality products, from happening at every stage of the production process. Total quality management (TQM) Characteristics of TQM: Quality chains Company policy and accountability Control Monitoring the process Teamwork Consumer views Zero defects Characteristics of TQM TQM emphasizes quality chains inside and outside the business, including producers, suppliers and customers. Any part of the chain has some problems, then the next stage will delayed. Characteristics of TQM TQM stress the role of every one from the top to the bottom and aims to make every one accountable for his/her own performance. Characteristics of TQM TQM stresses a systematic control approach, controlling all the factors that may affect the quality of a product. See the next figure The systematic approach to quality Figure Feedback Characteristics of TQM TQM stresses the monitoring the process to find improvements through statistical process control such as charts and diagrams. Chara