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TotalQualityManagement
TotalQualityManagement
nQualityhasbecomeahighpriorityissue
nQualityimpactstheentireorganization
–suppliers,customers,design,maintenance
nToday’scustomeriswellinformed-
journals,news
nQuality-basedmanagementphilosophy
-keytosuccess
TotalQualityManagement
nTQMwasadvancedbyW.Edwards
Deminginlate50s
–ItoldtheJapanesethattheywould
capturemarketswithinfiveyearstheworld
over,thattheywouldtaketheirplace
alongsideprosperousnations.Theyhave
doneit.
QualityDefinitions
nThetotalityoffeaturesand
characteristicsofaproductorservice
thatbearonitsabilitytosatisfystatedor
impliedneeds.-ASQ
nGarvinadvanced5viewpoints;
1.Transcendent2.Product-Based
3.User-Based4.Manufacturing-Based
5.Value-Based
CustomerDrivenQuality
nPerspectiveonquality-placement
nInternal/externalcustomers
nProductPlanning
nMarketsegmentstobeserved
nLevelofperformance/price
nLevelofqualitycomesfromcustomer
nDonotcarewhyitisdefective
CustomerDrivenQuality
DimensionsofQuality
nPerformance-primaryopscharacteristics
–Availability,Reliability,Durability,Maintainability
nFeatures-secondarycharacteristics
nWarranty-promiseofperformance
nAesthetics-pleasingcharacteristics
nPrice-indicatesvalueofproduct
nExample-StereoAmplifier
QualityStandards
1.BaldrigeAward
-onlyUSfirmscan
apply
2.DemingPrize
-opentoallcompanies
3.ISO9000
-QualityStandardsfor
Europe
ToolsofTQM
nQualityproblemsareuncoveredby
usingworkersandinspectorswho
conducttestsonproducts
nPeoplemustbetrainedonthevario
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