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1、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
2、,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 s
3、ervice 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 s
4、egments 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 War
5、ranty - 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 pro
6、blems 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.
7、 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 Correc
8、ted 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,T
9、QM 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。
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