1 _________________
___________________
Definitions of Quality
Product characteristics & features
that affect customer satisfaction
and expectation
Determinants of Quality:
1. Design
2. How well it conforms to
the design
3. Ease of use
4. Service after design
Quality Management
Importance of Quality
Major ways in which quality
affects the organization:
1. Loss of business
2. Liability
3. Productivity
4. Costs
Quality Management
3 __________________
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Advocates of Quality
___________________ ___________________
___________________ William Edwards Deming
___________________
___________________ compiled the famous ___________________
___________________ ___________________
list of 14 points which
he believed where
essential in achieving
___________________ quality in organization ___________________
___________________ ___________________
___________________ ___________________
___________________ ___________________
___________________ ___________________
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2 _________________ 4 __________________
___________________ ___________________
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Advocates of Quality
___________________ ___________________
___________________ ___________________
Demings 14 Points for Implementing Quality
Improvements
___________________ ___________________
1. Create consistency of purpose
2. Lead to promote change
___________________ ___________________
3. Build quality into the products
4. Build long term relationships
___________________ ___________________
5. Continuously improve product, quality, and service
6. Start training
___________________ ___________________
7. Emphasize leadership
8. Drive out fear
___________________ ___________________
9. Break down barriers between departments
10. Stop haranguing workers
___________________ ___________________
11. Support, help, improve
12. Remove barriers to pride in work
13. Institute a vigorous program of education and self-
___________________ improvement
14. Put everybody in the company to work on the
___________________
___________________ ___________________
transformation
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Advocates of Quality
Joseph M. Duran
believes that an
organization can
manage for quality;
quality defects are management
controllable
emphasized quality planning,
quality control, and quality
improvement in quality
management
Quality Management
Advocates of Quality
Armand Feigenbaum
recognized that quality
is a total field
advocated cross-
functional teamwork
Philip Crosby
popularized the phrase,
do it right the first time
stressed prevention and
the concept of zero
defects
Quality Management
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___________________ ___________________
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Advocates of Quality
___________________ ___________________
___________________ Kaoru Ishikawa
___________________
___________________ stressed that companies ___________________
___________________ should have a shared
vision to unite everyone in ___________________
___________________ ___________________
the organization to a
common goal
___________________ ___________________
___________________ Genichi Taguchi
best known for his
___________________
___________________ ___________________
development of the
Taguchi loss function,
___________________ which determines the cost
of poor quality
___________________
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6 _________________ 8 __________________
___________________ ___________________
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International Quality
___________________ Standards ___________________
___________________ ISO 9000 Series ___________________
___________________ ___________________
force the establishment of quality
management procedures on firms
doing business in the European
___________________ Community
___________________
___________________ ISO 14000
new EC environmental management ___________________
___________________ ___________________
standard that contains five core
elements:
___________________
environmental management
auditing
___________________
___________________
performance evaluation
labeling
___________________
___________________ ___________________
life-cycle assessment
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 9 _________________
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Total Quality
Management ___________________
___________________
Encompasses entire
organization, from ___________________
___________________
supplier to customer.

___________________
Stresses a commitment by
management to have a continuing,
company-wide drive toward
excellence in all aspects of
products and services that are ___________________
___________________
important to the customer.

___________________
___________________
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Elements of TQM
___________________
Continual improvement
___________________


Competitive benchmarking
Employee empowerment
___________________
Team approach ___________________
___________________
Decisions based on facts
rather on opinions

___________________
Knowledge of tools
Supplier quality

___________________
___________________
___________________
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