商务英语入学 3.pptVIP

The Meaning of Quality Producer’s Perspective Consumer’s Perspective Quality of Conformance Conformance to Specifications Cost Quality of Design * Quality Characteristics * Price Fitness for Consumer Use Production Marketing Evolution of Quality Management Quality Control Quality Assurance TQM Inspection TQM Quality Control Measurement against standards Done at the end of the production line Detect defective output rather than prevent Quality Assurance Quality characteristics standards: Customer preferences Technical specifications Marketing suggestions Competitive products Total Quality Management represents a set of management principles that focus on quality improvement as the driving force in all functional areas and at all levels in a company customer-oriented, leadership, strategic planning, employee responsibility, continuous improvement, cooperation, statistical methods, and training and education What Is TQM? Continuous improvement Employee involvement Customer satisfaction Lower cost TQM—principles The customer defines quality, and customer satisfaction is the top priority. Top management must provide the leadership for quality Quality is a strategic issue, and requires a strategic plan. Quality is the responsibility of all employees at all levels of the organization TQM—principles All functions of the company must focus on continuous quality improvement to achieve strategic goals. Quality problems are solved through cooperation among employees and management. Problem solving and continuous quality improvement use statistical quality control methods. Training and education of all employees are the basis for continuous quality improvement ISO 9000 International quality management standards set uniform guidelines for processes to ensure that products conform to customer requirements from contract review to product design to product delivery Six Sigma To judge the suppl