TQM_培训资料.ppt

Total Quality Management - TQM The quality journey continues…….. Author: Dr Rhys Rowland-Jones Session Plan Introduction to concepts of TQM Standards and TQM TQM Reasons for failure Measurement of Quality Total Quality Management TQM is a philosophy which applies equally to all parts of the organization. TQM can be viewed as an extension of the traditional approach to quality. TQM places the customer at the forefront of quality decision making. Greater emphasis on the roles and responsibilities of every member of staff within an organization to influence quality. All staff are empowered. British Standards on TQM BS 7850-1:1992 Total quality management. Guide to management principles. BS 7850-2:1994, ISO 9004-4:1993 Total quality management. Guidelines for quality improvement. Elements of TQM Leadership Top management vision, planning and support. Employee involvement All employees assume responsibility for the quality of their work. Product/Process Excellence Involves the process for continuous improvement. Elements of TQM Continuous Improvement A concept that recognizes that quality improvement is a journey with no end and that there is a need for continually looking for new approaches for improving quality. Customer Focus on “Fitness for Use” Design quality Specific characteristics of a product that determine its value in the marketplace. Conformance quality The degree to which a product meets its design specifications. A fundamental concept of TQM  from BS 7850 - a ‘Process’ “A set of inter-related resources and activities which transform inputs into outputs.” (ISO 8402). “Any activity that accepts inputs, adds values to these inputs for customers, and produces outputs for these customers. The customers may be either internal or external to the organization.” (BS 7850) The Simple Process Changing Role of the Process Owner Additional views of Quality in Services Technical Quality versus Functional Quality Technical quality — the core element of t