PartOneTheFoundations–AModelforTQM.ppt

Part OneThe Foundations – A Model for TQM;Be on time;Chapter Outline;;1.1 Quality and competitiveness;1.1 Quality and competitiveness;Definition of Quality; ;What is Quality;Definitions;Definitions;Approaches to define Quality;Approaches to define Quality;Approaches to define Quality;Value-based Approach;Attributes / Dimensions of Quality;Attributes / Dimensions of Quality(Cont’d);Service Quality;Examples of Service Quality;Challenges with Service Quality;Examples of Quality Dimensions;Examples of Quality Dimensions (Cont’d);Evolution of Quality Management;Evolution of Quality Management;Quality Management Evolution ;;Quality Control ;Quality Control;Quality Assurance;;Evolution of Quality Management;Evolution of Quality Management;Operator;What is Total Quality Management (TQM)?;TQM;All persons;Systematic activities of operating the whole units of a company effectively and efficiently to supply goods and services of quality satisfactory to customers at right time and at right price, thus contributing to attaining Business Purposes. TQM is integrated organisational approach in delighting customers (both internal and external) by meeting their expectations on a continuous basis through everyone involved in the organisation, working on continuous improvement in all products, services, and processes along with proper problem solving methodology. ;*;What’s the goal of TQM?;Pillars of TQM;3- Employee Empowerment (Human side of Quality): TQM environment requires a committed and well-trained work force that participates fully in quality improvement activities. On-going education and training of all employees supports the drive for quality. 4- Continuous Improvement: TQM recognizes that product quality is the result of process quality. As a result, there is a focus on continuous improvement of the companys processes. This will lead to an improvement in process quality. In turn this will lead to an improvement in product quality. Measuremen