全面质量管理培训的.pptVIP

Total Quality Management Part 0: What is Quality? Part 1: Economics of Quality Part 2: TQM: Principles and Managerial Methods Part 3: TQM: Improvement Tools Principal objectives of the lecture What is quality? The economics of quality: What is the relationship of: Quality and Cost Quality and Productivity Quality and Profitability What is total quality management? What is Quality? Five definitions of quality -Garvin Transcendent Product-based User-based Manufacturing-based Value-based Transcendent Product-based User-based Manufacturing-based Value-based Dimensions of quality Performance (primary product characteristics) Features (“bells and whistles”) Reliability (frequency of field failures) Conformance (match with specifications) Durability (product life) Serviceability (speed, courtesy, or competence of repair) Aesthetics (“fits and finishes”) Perceived quality (reputation and intangibles) Dimension Product Example: Service Example: Quality Specifications Design quality inherent value of the product or service in the marketplace Conformance quality degree to which the product or service design specifications are met Economics of Quality Traditional cost/quality tradeoff Quality and cost Unavoidable costs (Price of Conformance = POC) Appraisal Prevention Avoidable costs (Price of Nonconformance = PONC) Internal failure External failure Appraisal costs Test and inspection materials and services Wages of inspection personnel Product quality audits Maintenance of test equipment Customer satisfaction audits Supplier appraisals Employee surveys Mystery shopper program Prevention costs Quality planning Process control Education and training Preventive maintenance Supplier training/certification Failure analysis Customer relationship management Quality systems development Internal failure costs Scrap Rework Downtime/overtime Downgrading/disposition Analysis of scrap/rework Accidents/injuries Employee turnover Loss of morale Handling grievanc