工程技术管理学（第3版）（工商管理经典译丛）Chapt12.pptVIP

Managing Engineering and Technology Third EditionBabcock and Morse Managing Production Operations Chapter 12 Advanced Organizer Chapter Objectives Explain and be able to use the statistics of quality Describe the quality revolution Recognize the methods of work measurement Statistical Quality Control Process Control Charts Inspection and Sampling Quality Fitness for Use Meeting the Requirements, Needs, and Desires of the Customer Measurable Each Person’s Responsibility BackgroundTotal Quality Management Deming Juran Crosby Baldrige Award Quality For: Production processes Business processes Service processes Educational processes Why?TQM in Industry Bottom line Competition Quality problems Adaptability to change TQMKey Words and Phrases Customer Commitment by management Empowerment Process analysis Training teamwork Long term Conceptual Overview Basic Concepts of Quality Management commitment Focus on customer Continuous improvement of processes Utilization of entire work force Performance measures for the processes Management Commitment Participating in Quality Council Participating in ISO 9000 Team MBWA Periodically meeting with all employees Empowering employees Customer Internal or external Any person receiving the output Customer Feedback Identify customer needs Determine opportunities for improvement Discover priorities of quality relative to other attributes Process Focus on process as well as the results Process for Improvement Plan Do Check Act Work Force Human Resources Teams Training and Education Teams Committed to achieving goals Serve interests of its members Exchange ideas freely and clearly Have common goals Each team member treated equally Training Program Suggestions Teach tools and techniques Use as team-building opportunities Make training an ongoing activity Measurements Measure Evaluate Manage implementation Tracking system Control Measurements KPI - Key Performance Indicators Measures with focus on