quality management

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1、Outline:TotalQualityManagement(TQM)DefinedQualitySpecificationsandCostsSixSigmaQualityandToolsExternalBenchmarkingISO9000ServiceQualityMeasurementChapter8.QualityManagementTQMDefinedTotalqualitymanagementisdefinedasmanagingtheentireorganizationsothatitexcelsonalldimen

2、sionsofproductsandservicesthatareimportanttothecustomerTwofundamentaloperationalgoals:CarefuldesignofproductorserviceEnsureconsistentproductionofproductorservicePhilosophicalLeadersoftheQualityMovementPhilipCrosbyW.EdwardsDemingJosephM.JuranEachhasslightlydifferentdef

3、initionsofwhatqualityisandhowtoachieveit(seeExhibit8.1),buttheyallhadthesamegeneralmessage:Toachieveoutstandingqualityrequires:qualityleadershipfromseniormanagement,acustomerfocus,totalinvolvementoftheworkforce,andcontinuousimprovementbaseduponrigorousanalysisofproces

4、ses.QualitySpecificationsDesignquality-InherentvalueoftheproductinthemarketplaceConformancequality-DegreetowhichtheproductorservicedesignspecificationsaremetProductscanhavehighdesignqualitybutlowconformancequality,andviceversaQualityatthesourceRelatedtoconformancequal

5、ityMeansthepersonwhodoestheworktakesresponsibilityformakingsureoutputmeetsspecificationsBothdesignqualityandconformancequalityshouldprovideproductsthatmeetcustomerobjectivesThisisoftentermedfitnessforuseEntailsidentifyingthedimensionsofproduct(orservice)thatthecustome

6、rwantsi.e.,thevoiceofthecustomerDevelopingaqualitycontrolprogramDimensionsofQualityPerformancePrimaryproductorservicecharacteristicFeaturesAddedtouches,bellsandwhistles,secondarycharacteristicsReliabilityConsistencyofperformanceovertime,probabilityoffailingDurabilityU

7、sefullifeServiceabilityEaseofrepairResponseCharacteristicsofthehuman-to-humaninterface(speed,courtesy,competence)AestheticsSensorycharacteristics(sound,feel,look,andsoon)Perceivedquality(reputation)Pastperformanceandotherintangibles(perceivedquality)DimensionsofQualit

8、yExamplesCostsofQuality(COQ)ExternalFailureCostsAppraisalCostsPreventionCostsInternalFailureCostsCostsofQualityCostsofinspe