TOTAL QUALITY

MANAGEMENT

. , Dimitrios C.Monogios
BSc Statistical & Actuarial Sciences, International MBA
..,BSc-IMBA, 2006/R2

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1960 ,
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1970 7.000 .
60
60..000
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40
40%
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Christopher Columbus School of Management? (1451(1451-1506)

1

When he left his port,

h did nott know
he
k
where
h
he was going to,
When he arrived, he
did not know where he
was,
When
Wh he
h returned,
d he
h
did not know where he
had come from.
(Management Today,1998:14(4), May)

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Christopher Columbus School of Management?

.... (2/2)

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= +

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1. & status
2
2.
3.
4.
5.
6.
7.
8.
9.

?
&
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-- ?
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Vision Statements

Bill Gates,, 1975:

"A computer on every desktop and
in every home
home.

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Motorola UniversityUniversity-1

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1

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Deming :

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:
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, (=>)
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Grosby :

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Juran :
. .

? (Juran s Trilogy : Quality Planning-

Quality Control & Quality Improvement,

www.juran.com)
j
)

Feigenbaum :
&

marketing, ,
,


.

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ISO 9000:2000

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 :
/
1

1
2

..

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People Method
.

-
Equipment

Material

Measurement

Environment

: Richard Greatbanks, UMIST, The History & Principles of Total Quality Management
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 ,
&
/

Marketing

&

Value added

-
/
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Source : ISO Example of Process linkages across departments in an organization.

http://www.iso.org/iso/en/iso9000-14000/iso9000/9001_2000approach.html?printable=true

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ISO 900
9001
1:2000

,
/ Inputs [ :
]
/ Outputs [ :

],

[ &
].

&

&

,

Process model

,
&

,
&

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&

,
&

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S-13

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Process model

,
&

,
&

,
&

,
&

,
&

,
&

,
&

,
&

,
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[ ]

/

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: Process agility creates an

organisation responsive to changes to its market
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and environment

 ()
Plan--DoPlan
Do-CheckCheck-Act (PDCA)

4.

1.

3.

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2.

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TOTAL QUALITY MANAGEMENT

Quality Assurance

Q lit Control
Quality
C t l

Inspections

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--

Proactive Approach
(-
)
Prevention

(QM)
(
QM)

Stop defects at source.

Zero defects
3
3

Reactive Approach
()
Detection

(Quality
Assurance)

Finding & Fixing

mistakes

(Quality
Control)

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(Inspection)
TQM,

QA & QC,

/
,

,
,

[ ]

(()

)
,
&

( )

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TQM -

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1. -

2.

3.

4.
-

5. Cost Benefit analysis, -

5.

TQM,

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Irwin/McGraw-Hill

--Feedbac

ck

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 &

&

( & ),

,

&

Benchmarking

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&
(!)

-
&
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(
)
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&
(
)

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 1 :

2 :


3:

Plan

Act

4:

7:

Check

Do

5:

6:

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Starting
g TQM is like pushing
p
ga
boulder up a mountain.
hard work!!

Along the way its gets harder

People get left behind
behind
Fall out and it feels
like youre the
only one trying!

But eventually it gets to a point

when the process gathers
speed and becomes
unstoppable!!!
:Richard Greatbanks,
Manchester School of Management UMIST
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,

,

,
.
.
( E.S.Woolard )

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!!!!

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