全面质量管理培训（英文）.pptVIP

Customer focus “A customer is the most important person even in the office … in person or by mail. A customer is not an interruption of our work … he is the purpose of it.” -L. L. Bean Customer focus Know thy customers Who they are What their requirements are Only the customer can define customer satisfaction Quality is what the customer says it is! Organizational self-assessment Continuous improvement Continuous improvement of all processes - forever RESULT …….. Process Process: The way everyone thinks, behaves, and acts every day The quality incline A (ACT) P (PLAN) C (CHECK) D (DO) QUALITY Total employee involvement Inside every individual is infinite creative potential Involvement is getting people’s ideas, and respecting those ideas Management has to ask for ideas Let them make their workplace better for themselves Total employee involvement (cont.) In a service organization customer relations are a reflection of employee relations Quality is a state of mind No other resource improves with age Total employee involvement TQM is not a spectator sport I hear and I forget I see and I remember I do and I understand Managerial methods Governance Organization Decision making Managerial methods “The people work in a system. The job of the manager is to work on the system to improve it, constantly, with their help.” -Myron Tribus Management by fact Prevention based Process-oriented Managerial methods Push Power Up Customers Frontline employees Support units Managers Managerial methods Macho Manager Benevolent Manager Participative Manager TQM Leader Manager Do to Do for Do with Facilitate Enable Process-oriented management RESULT …….. Discipline Time management Personal development Participation Morale Communication Teamwork PEOPLE Performance Check with the result, not by the result Relationship management “The customer usually doesn’t know what he’s getting until he doesn’t.” -Ted Levitt Selling Marketing Relationship management Provider Provider Custome