运营管理5.pptVIP

Outline Global Company Profile: Motorola Quality and Strategy Defining Quality Implications of Quality Malcolm Baldrige National Quality Award Cost of Quality International Quality Standards Total Quality Management Continuous Improvement Employee Empowerment Benchmarking Just-in-Time (JIT) Taguchi Concepts Knowledge of TQM Tools Outline Tools of TQM Check sheets Scatter Diagrams Cause-and-Effect Diagram Pareto Charts Process Charts Histogram The Role of Inspection When and where to Inspect Source Inspection Service Industry Inspection Inspection of Attributes vs Variables TQM in Services Process Charts Histogram The Role of Inspection Total Quality Management in Services Knowledge of TQM Tools Learning Objectives When you complete this chapter, you should be able to : Identify or Define: Quality Malcolm Baldrige National Quality Award Demings, Juran, and Crosby Taguchi Concepts Learning Objectives - continued When you complete this chapter, you should be able to : Explain: Why quality is important Total Quality Management (TQM) Pareto charts Process charts Quality robust products Inspection To Make the Quality Focus Work Motorola: Aggressively began a worldwide education program to be sure that employees understood quality and statistical process control Established goals Established extensive employee participation and employee teams Quality and Strategy Importance of Quality Ways in Which Quality Can Improve Profitability Sales Gains Improved response Higher Prices Improved reputation Flow of Activities Necessary to Achieve Total Quality Management Organizational Practices Organizational Practices Leadership Mission statement Effective operating procedure Staff support Training Yields: What is important and what is to be accomplished Quality Principles Customer focus Continuous improvement Employee empowerment Benchmarking Just-in-time Tools of TQM Yields: How to do what is important and to be accomplished Employment Fulfillment Empowerment Organizationa