MANAGING QUALITY

Nemiada, Camille Victoria L.

SCOPE OF CHAPTER5:
Total

Quality Management (TQM) Cost of Quality Evolution of TQM Leaders in the field of quality Features of TQM philosophy Tools for solving quality problems Quality awards and quality certification

TOTAL QUALITY MANAGEMENT (TQM)

Is

an integrated effort designed to improve quality performance at every level of organization.

DEFINING QUALITY
Performance to standard

Meeting customers needs Satisfying the customer

CONFORMANCE TO SPECIFICATIONS
How

well a product or service meets the targets and tolerances determined by its designers.

FITNESS FOR USE

A

definition of quality that evaluates how well the product performs for its intended use.

VALUE FOR PRICE PAID

Quality

defined in terms of product or service usefulness for the price paid.

SUPPORT SERVICES
Quality

defined in terms of the support provided after the product or service is purchased.

PSYCHOLOGICAL CRITERIA
A

way of defining quality that focuses on judgmental evaluations of what constitutes product or service excellence.

MANUFACTURING ORGANIZATION VS. SERVICE ORGANIZATION

MANUFACTURING ORGANIZATION
Quality

1.

2. 3.

4.
5.

6.

definition: Conformance- the degree to which a product characteristics meets preset standards. Performance Reliability Features Durability Service ability

SERVICE ORGANIZATION
Factors

that define quality of services:

1.
2. 3. 4.

Courtesy and friendliness Promptness Time consistency

COST OF QUALITY
Prevention cost

Quality control cost Cost of quality Quality failure cost

Appraisal cost
Internal external

Prevention cost cost incurred in the process of preventing poor quality from occurring.

Appraisal cost- cost incurred in the process of uncovering defects.

Internal failure cost costs associated with discovering poor product quality before the product reaches the customer. External failure cost costs associated with quality problems that occur at the customer site.

Cost of defect s

Product design

Product production

Custome r site

EVOLUTION OF TQM
TIME: FOCUS: Early 1900s 1940s 1960s 1980s and beyond Customer-driven quality Inspection / statistical sampling/org.quality focus

Old concept of quality: inspect for quality after New concept of production quality: build quality into the process. Identify and correct causes of quality problems.

QUALITY GURUS

CONCEPT OF THE TQM PHILOSOPHY

What

characterize TQM?

 Customer

focus Continuous development Employee empowerment Use of quality tools Product design Process management Managing supplier quality

CUSTOMER FOCUS

Goal

is to identify and meet customer needs.

CONTINUOUS IMPROVEMENT

A philosophy of never-ending improvement. 2 approaches that is used to achieve continuous improvement:

1. 2.

PDSA cycle benchmarking

THE PLAN-DO-STUDY-ACT CYCLE (PDSA) CYCLE

Plan

Act

Do

Study

BENCHMARKING
Studying

the business practices of other companies for purpose of comparison.

EMPLOYEE EMPOWERMENT
Employees

are expected to seek-out, identify, and correct quality problems. differentiates external and internal customer. places great emphasis on

It

It

THANK YOU .