130 likes | 355 Views
TOTAL QUALITY MANAGEMENT. TQM. Definition : An organization wide program that integrates all funtions and process of the business so that desing , planning , production , distribution and services are focused on maximizing customer satisfaction through continued improvement . TQM.
E N D
TQM • Definition: • An organizationwide program thatintegratesallfuntionsandprocess of thebusinesssothatdesing, planning, production, distributionandservicesarefocused on maximizingcustomersatisfactionthroughcontinuedimprovement.
TQM • Total : Quialitymanagementinvolveseveryoneandalltasksandactivities of a company. • Quality: Degreetowhichtheproduct (or service) fulfilscustomerrequirementsorwasproducedcorrectly. • Management: Qualitymust be managedbyplanning, orginizing, leadingandcontrolling. • TQM: An integrativephilosophy of managementforcontinuouslyimprovingthequality of productsandprocesses.
TQM T . Q . M Total: Internalandexternalcustomers Quaility: Standards (like ISO) Management: Measurement.
TQM Importance of goodquality: Goodqualityleadstohighercustomersatisfactionand is rewardedbyincreasedprofits.
Determinant of ProductQuality:An approach of theproductqualitydeterminants
Determinants of Service QualityA systemapproach of thecustomersatisfactionthroughthedifferentattributes of service quality.
Consequences of PoorQuality:Products of poorqualitymaydisappointthebuyerandleadstoproductfailure.
The TQM System Model: • Leadingwithobjectives • Customeroriented • Internalandexternalcustomerrelations • Zero-Error program • Work in process • Continuousimprovementwithmeasuringunits • Involvement of allemployees • Trainingsandfurthereducation • Frequantmanagementaudits
ISO 9000The ISO 9000 certificationdemonstratesthatyouhaveestablished an effectivequalitysystem. • ISO 9000 is a set of internationalstandardsforqualitymanagementsystems. • Companiesthatmeettherequirements of thatstandard can recieve ISO 9000 registration. • ISO 9000 seriesconsists of 3 documents: • ISO 9000: Fundamentals • ISO 9001: Requirements • ISO 9004: Guildlinesforperformanceimprovements.
The 7 ClassicTools of QualityThemostcommonqualitytoolsthat can be usedtosolvethevastmajority of quality-relatedissues