TQM全面质量管理简介(英文版)
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路漫漫其悠远
Quality Standards
1. Baldrige Award
- only US firms can apply
2. Deming Prize
- open to all companies
3. ISO 9000
- Quality Standards for Europe
路漫漫其悠远
Does not meet specs
Jars Mislabeled
Damaged Product
Method
Material
路漫漫其悠远
17
Pareto Analysis
80% of the problems may be attributed to 20% of the causes.
Today’s customer is well informed journals, news Quality-based management philosophy - key to success
路漫漫其悠远
Total Quality Management
TQM was advanced by W. Edwards Deming in late 50's
路漫漫其悠远
Customer Driven Quality
路漫漫其悠远
Dimensions of Quality
Performance - primary ops characteristics
– Availability, Reliability, Durability, Maintainability
2. Do
2. Execute the change.
路漫漫其悠远
19
Visible to customer
Process Flow Chart
Repair Authorized
Not visible to customer
Customer drops off car
Mechanic makes diagnosis
路漫漫其悠远
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
Completed Repair
N
Perform Corrected Work
路漫漫其悠远
Cause & Effect Diagram
Machine
Bad Repair Temperature Control
Not Maintained Not Clear
Man
Bad Cleanup
Incorrect Measurement
– " 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."
TQM全面质量管理简介( 英文版)
路漫漫其悠远
2020/4/13
Total Quality Management
Quality has become a high priority issue Quality impacts the entire organization
– suppliers, customers ,design, maintenance
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
路漫漫其悠远
PDCA Cycle (Deming Wheel)
4. Institutionalize the change or abandon or do it again.
4. Act
1. Plan a change aimed at improvement.
1. Plan
3. Check
3. Study the results; did it work?
路漫漫其悠远
Customer Driven Quality
Perspective on quality - placement Internal/external customers Product Planning Market segments to be served Level of perforwk.baidu.comance/price Level of quality comes from customer Do not care why it is defective
Features - secondary characteristics Warranty - promise of performance Aesthetics - pleasing characteristics Price - indicates value of product Example - Stereo Amplifier
Discuss work with customer
Parts
Y Perform
available?
Work
Repair Not Authorized
N
Customer departs with car
Collect Money
Notify Customer
Order Parts
Pass Y Inspection?
Quality Standards
1. Baldrige Award
- only US firms can apply
2. Deming Prize
- open to all companies
3. ISO 9000
- Quality Standards for Europe
路漫漫其悠远
Does not meet specs
Jars Mislabeled
Damaged Product
Method
Material
路漫漫其悠远
17
Pareto Analysis
80% of the problems may be attributed to 20% of the causes.
Today’s customer is well informed journals, news Quality-based management philosophy - key to success
路漫漫其悠远
Total Quality Management
TQM was advanced by W. Edwards Deming in late 50's
路漫漫其悠远
Customer Driven Quality
路漫漫其悠远
Dimensions of Quality
Performance - primary ops characteristics
– Availability, Reliability, Durability, Maintainability
2. Do
2. Execute the change.
路漫漫其悠远
19
Visible to customer
Process Flow Chart
Repair Authorized
Not visible to customer
Customer drops off car
Mechanic makes diagnosis
路漫漫其悠远
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
Completed Repair
N
Perform Corrected Work
路漫漫其悠远
Cause & Effect Diagram
Machine
Bad Repair Temperature Control
Not Maintained Not Clear
Man
Bad Cleanup
Incorrect Measurement
– " 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."
TQM全面质量管理简介( 英文版)
路漫漫其悠远
2020/4/13
Total Quality Management
Quality has become a high priority issue Quality impacts the entire organization
– suppliers, customers ,design, maintenance
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
路漫漫其悠远
PDCA Cycle (Deming Wheel)
4. Institutionalize the change or abandon or do it again.
4. Act
1. Plan a change aimed at improvement.
1. Plan
3. Check
3. Study the results; did it work?
路漫漫其悠远
Customer Driven Quality
Perspective on quality - placement Internal/external customers Product Planning Market segments to be served Level of perforwk.baidu.comance/price Level of quality comes from customer Do not care why it is defective
Features - secondary characteristics Warranty - promise of performance Aesthetics - pleasing characteristics Price - indicates value of product Example - Stereo Amplifier
Discuss work with customer
Parts
Y Perform
available?
Work
Repair Not Authorized
N
Customer departs with car
Collect Money
Notify Customer
Order Parts
Pass Y Inspection?