Total Quality Management-质量管理QC品质管理培训教案课件PPT.ppt

Total Quality Management Total Quality Management 第一章 Introduction 王德榮 9042302 Total Quality Management—Definition Total-Made up of the whole. Quality-Degree of excellence a product or service provides. Management-Act, art, or manner of handling, controlling, directing, etc. TQM is the art of managing the whole to achieve excellence. Do unto others as you would have them do unto you. TQM-six basic concepts 1、高階主管自上而下長期的全力支持與推動TQM is a continual activity that must be entrenched in the culture－it is not just a one-shot program. TQM must be communicate to all people. 2、專注在顧客身上Do it right the first time and every time，for customer satisfaction is the most important consideration. TQM-six basic concepts （二） 3、全員參與All personnel must be trained in TQM, SPC, and other appropriate skill.People must be empowered at the lowest possible level to perform processes on a optimum manner. 4、持續的業務與生產改善 TQM-six basic concepts （三） 5、供應商是夥伴The focus should be on quality and life-cycle costs rather than price.Supplier should be few in number so that true partnering can occur. 6、建立績效評估制度These measures should be posted for everyone to see. TQM-企業文化的蛻變 TQM-Defining Quality Q=P/Ewhere Q = quality P = performance E = expectations The dimensions of Quality-slide projectorPerformance, Features, Conformance, Reliability, Durability, Service, Response, Aesthetics, Reputation TQM-Historical Review 1924-W. A. Shewhart of Bell Telephone laboratories – statistical chart H. F. Dodge and H. G. Roming– acceptance sampling 1946, the American Society for Quality Control was formed. （ASQ） 1950- W. Edwards Deming and Japanese 1980- statistical process control（SPC）The Malcolm Baldrige National Quality Award TQM-Historical Review（二） 1980- Genechi Taguchi, design of experiments（DOE） ISO 9000 ISO 14000 TQM- The Deming Philosophy 1. Create and Publish The Aims and Purposes of the Organization 2. Learn the New PhilosophyA. Organization must seek never-ending improvem