TQM全面質(zhì)量管理簡介

TotalQualityManagement第一頁，共二十二頁。TotalQualityManagementQualityhasbecomeahighpriorityissueQualityimpactstheentireorganizationsuppliers,customers,design,maintenanceToday’scustomeriswellinformed-journals,newsQuality-basedmanagementphilosophy-keytosuccess第二頁，共二十二頁。TotalQualityManagementTQMwasadvancedbyW.EdwardsDeminginlate50's"ItoldtheJapanesethattheywouldcapturemarketswithinfiveyearstheworldover,thattheywouldtaketheirplacealongsideprosperousnations.Theyhavedoneit."第三頁，共二十二頁。QualityDefinitionsThetotalityoffeaturesandcharacteristicsofaproductorservicethatbearonitsabilitytosatisfystatedorimpliedneeds.-ASQGarvinadvanced5viewpoints;1.Transcendent 2.Product-Based3.User-Based 4.Manufacturing-Based5.Value-Based第四頁，共二十二頁。CustomerDrivenQualityPerspectiveonquality-placementInternal/externalcustomersProductPlanningMarketsegmentstobeservedLevelofperformance/priceLevelofqualitycomesfromcustomerDonotcarewhyitisdefective第五頁，共二十二頁。CustomerDrivenQuality第六頁，共二十二頁。DimensionsofQualityPerformance-primaryopscharacteristicsAvailability,Reliability,Durability,MaintainabilityFeatures-secondarycharacteristicsWarranty-promiseofperformanceAesthetics-pleasingcharacteristicsPrice-indicatesvalueofproductExample-StereoAmplifier第七頁，共二十二頁。QualityStandards1.

BaldrigeAward -onlyUSfirmscanapply2.DemingPrize -opentoallcompanies3.ISO9000

-QualityStandardsforEurope

第八頁，共二十二頁。ToolsofTQMQualityproblemsareuncoveredbyusingworkersandinspectorswhoconducttestsonproductsPeoplemustbetrainedonthevarioustoolsthatareavailableW.EdwardsDeming-PDCAcycle第九頁，共二十二頁。19PDCACycle(DemingWheel)1.Planachangeaimedatimprovement.1.Plan2.Executethechange.2.Do3.Studytheresults;diditwork?3.Check4.Institutionalizethechangeorabandonordoitagain.4.Act第十頁，共二十二頁。ProcessFlowChartCustomerdropsoffcarMechanicmakesdiagnosisDiscussworkwithcustomerRepairAuthorizedVisibletocustomerNotvisibletocustomerRepairNotAuthorizedCustomerdepartswithcarPartsavailable?PerformWorkYNOrderPartsPassInspection?PerformCorrectedWorkNCompletedRepairNotifyCustomerCollectMoneyY第十一頁，共二十二頁。17Cause&EffectDiagramDoesnotmeetspecsManMachineMaterialMethodIncorrectMeasurementBadCleanupBadRepairTemperatureControlJarsMislabeledDamagedProductNotMaintainedNotClear第十二頁，共二十二頁。12ParetoAnalysis80%oftheproblemsmaybeattributedto20%ofthecauses.ColorFrequencyScratchPorosityChipOtherWineGlasses第十三頁，共二十二頁。14HistogramFrequency0.41-0.500.51-0.600.61-0.700.71-0.800.81-0.90Machine020第十四頁，共二十二頁。18ControlCharts9709809901000101010200123456789101112131415LCLUCL第十五頁，共二十二頁。TQMinServiceIndustry

MoredifficulttoapplytoservicefirmsPerceivedqualityisaffectedbyserviceandsurroundingsWorkerscontributemosttoperceivedquality第十六頁，共二十二頁。DeterminantsofServiceQuality1.Reliability2.Responsiveness3.Competence4.Courtesy5.Communication6.Credibility第十七頁，共二十二頁。ConclusionsofStudy1.Quality=expectationsthataremet2.Qualityisdeterminedbyprocessandoutcome3.Twotypesofservice;normalandexceptional第十八頁，共二十二頁。CostofQuality1978-P.Crosbywrote“QualityisFree”QualityimprovementsyieldhigherprofitPreventionandimprovementnotinspectionCategoriesCostofFailureCostofControllingQuality第十九頁，共二十二頁。ConclusionsTQMisavaluableconceptinmanagingorganizationsMustbuildtherightclimateforacceptanceofTQMProcesstakestime第二十頁，共二十二頁。QualityisJobOne“Nomatterwhattheproductorservice,youcanfinditsomewhereelsecheaper” -E.Scrooge第二十一頁，共二十二頁。內(nèi)容總結(jié)TotalQualityManagement。1.Transcendent 2.Product-Based。3.User-Based 4.Manufacturing-Based。Levelofper