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Dr. Karndee Prichanont IES331 1/2005
Outline Total Quality Management (TQM)
Quality Improvement and Role of Employees
Strategic Implications of TQM
Six Sigma
TQM in Service Companies
Quality Awards and Setting Quality Standards
ISO 9000
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Dr. Karndee Prichanont IES331 1/2005
Achieving-Sustaining-Improving Quality
Quality Management
Quality Control
Quality Improvement
Quality Assurance
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Dr. Karndee Prichanont IES331 1/2005
Total Quality Management (TQM) Commitment to quality throughout organization
Principles of TQM Customer-oriented
Leadership
Strategic planning
Employee responsibility
Continuous improvement
Cooperation
Statistical methods
Training and education
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Dr. Karndee Prichanont IES331 1/2005
Quality Gurus Walter Shewart
In 1920s, developed control charts Introduced the term “__________________”
W. Edwards Deming
Developed courses during World War II to teach statistical quality-control techniques to engineers and executives of companies that were military suppliers
After the war, began teaching statistical quality control to Japanese companies
Joseph M. Juran Followed Deming to Japan in 1954 Focused on _____________________
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Dr. Karndee Prichanont IES331 1/2005
Armand V. Feigenbaum In 1951, introduced concepts of total quality control and
continuous quality improvement
Philip Crosby In 1979, emphasized that costs of poor quality far outweigh
the cost of preventing poor quality In 1984, defined absolutes of quality management—
conformance to requirements, prevention, and “zero defects”
Kaoru Ishikawa Promoted use of quality circles Developed “____________” diagram Emphasized importance of internal customer
Quality Gurus (cont.)
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Dr. Karndee Prichanont IES331 1/2005
Deming Wheel: PDCA Cycle
1. PlanIdentify problem and develop plan for improvement.
2. DoImplement plan on a test basis.
3. Study/CheckAssess plan; is it working?
4. ActInstitutionalize improvement; continue cycle.
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Dr. Karndee Prichanont IES331 1/2005
TQM and… … ____________
a relationship between a company and its supplier based on mutual quality standards
… ____________
system must measure customer satisfaction
… ____________
infrastructure of hardware, networks, and software necessary to support a quality program
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Dr. Karndee Prichanont IES331 1/2005
Quality Improvement and Role of Employees
Participative problem solving
________________________________________________
every employee has undergone extensive training to provide quality service to Disney’s guests
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Dr. Karndee Prichanont IES331 1/2005
PresentationImplementation
Monitoring
SolutionProblem results
Problem Analysis
Cause and effectData collection and analysis
Problem IdentificationList alternatives
ConsensusBrainstorming
TrainingGroup processes
Data collectionProblem analysis
Organization8-10 members
Same areaSupervisor/moderator
Quality Circle
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Dr. Karndee Prichanont IES331 1/2005
Strategic Implications of TQM
_________________________
_________________________
_________________________
_________________________
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Dr. Karndee Prichanont IES331 1/2005
Six Sigma A process for developing and delivering
near perfect products and services
Measure of how much a process deviates from perfection
____________ per million opportunities
Champion: ___________________________________
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Dr. Karndee Prichanont IES331 1/2005
Black Belts and Green Belts
______________ project leader
______________ a teacher and mentor
for Black Belts
______________ project team members
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Dr. Karndee Prichanont IES331 1/2005
3.4 DPMO3.4 DPMO
67,000 DPMOcost = 25% of
sales
67,000 DPMOcost = 25% of
sales
Six Sigma: DMAIC
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Dr. Karndee Prichanont IES331 1/2005
TQM in Service Companies
Principles of TQM apply equally well to services
and manufacturing
Services and manufacturing companies have
similar inputs but different ________________________
Services tend to be ________________________
Service defects are not always easy to measure
because service output is not usually ___________
_________________________________________
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Dr. Karndee Prichanont IES331 1/2005
Quality Attributes in Service
Benchmark “best” level of quality
achievement one company or companies seek to achieve
Timeliness how quickly a service is
provided
“quickest, friendliest, most accurate service
available.”
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Dr. Karndee Prichanont IES331 1/2005
Baldrige Award Created in 1987 to stimulate growth of quality management
in the United States
Categories Leadership
Information and analysis
Strategic planning
Human resource
Focus
Process management
Business results
Customer and market focus
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Dr. Karndee Prichanont IES331 1/2005
Other Awards for Quality USA national individual
awards
Armand V. Feigenbaum Medal
Deming Medal
E. Jack Lancaster Medal
Edwards Medal
Shewart Medal
Ishikawa Medal
International awards
European Quality Award
Canadian Quality Award
Australian Business Excellence Award
Deming Prize from Japan
Thailand National Awards
____________________
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Dr. Karndee Prichanont IES331 1/2005
ISO 9000
A set of procedures and policies for international quality certification of suppliers
ISO 9000 Family Standards
_____________________
_____________________
_____________________
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Dr. Karndee Prichanont IES331 1/2005
ISO 9000 FamilyISO 9000 Quality Management Systems— __________
__________________________________
Describes fundamentals of QM systems
Specifies the terminology for QM systems
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Dr. Karndee Prichanont IES331 1/2005
ISO 9000 FamilyISO 9001 Quality Management Systems— _____________
standard to assess ability to achieve customer satisfaction
Specifies requirements for a QM systems where an organization needs to demonstrate its ability to provide products that fulfill customer and applicable requirements and aims to enhance the customer satisfaction
“_______________”
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Dr. Karndee Prichanont IES331 1/2005
ISO 9000 FamilyISO 9004 Quality Management Systems— _____________
_____ _________________________________
guidance to a company for continual improvement of its quality-management system
Provide guidelines that consider both the effectiveness and efficiency of the QM system
Aim to improve the performance of the organization and satisfaction of customers and other interested parties
“_________________?”