Ch 2 Quality and global competativeness.pptx

Standard for quality control desipline

1. CH I THE TOTAL QUALITY APPROACH TO QUALITY MANAGEMENT: ACHIEVING ORGANIZATIONAL EXCELLENCE

2. . What Is Quality? . The Total Quality Approach Defined . Two Views of Quality . Key Elements of Total Quality . Total Quality Pioneers . Keys to Total Quality Success . The Future of Quality Management in the Twenty-First Century . Quality Certifications Major topics

3. Class contribution There are really only three types of people: those who make things happen, those who watch things happen, and those who say, “What happened?” —Ann Landers

4.  Quality Evolution   Evolution of Quality I Inspecting the past Finding mistakes/errors External assessment/control Culture of mistrust Inspecting the past

5.  Quality Evolution Evolution of Quality II avoid mistakes personal responsibility / ownership culture of trust Looking into the past and plan for the future

6. Evolution of Quality III Systematic fulfillment of customer requirements   Quality Evolution

7. Evolution of Quality IV Participation of all members of an organization   Quality Evolution

8. Quality is Every where people deal with the issue of quality continually in their daily lives We all apply a number of criteria when making a purchase To understand quality as a consumer-driven concept How will you judge the quality of the restaurant? 1. Service Response time 2. Food preparation 3. Atmosphere 4. Price 5. Selection

9. …. What is Quality*  Quality must be defined comprehensively. It is not enough to say the product is of high quality; we must focus attention on the quality of every facet of the organization.* Consumers' needs and requirements change. Therefore, the definition of quality is ever changing. shikawa's

10. …. What is Quality Fred Smith. CEO of FedEx defines quality as “ performance to the standard expected by customer “Boeing “ providing our customer with products and services that consistently meet their needs and expectations”

11. Summary So Quality Is …Although there is no universally accepted definition of quality. There are some similarity among among quality definition: Quality involves meeting or exceeding customer expectations. Quality applies to products, services, people, processes, and environments. Quality is ever changing state (i.e., what consider quality today may not good enough to be considered quality tomorrow).

12. Why TQM? Ford Motor Company had operating losses of $3.3 billion between 1980 and 1982.Xerox market share dropped from 93% in 1971 to 40% in 1981.Attention to quality was seen as a way to combat the competition

13. Therefore, TQM is the art of managing the whole to achieve excellence. Total - made up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,….Therefore, TQM is the art of managing the whole to achieve excellence.

14. What does TQM mean? Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services

15. What’s the goal of TQM? “Do the right things right the first time, every time.”

16. Another way to put it At it’s simplest TQM is all managers leading and facilitating all contributors in everyone’s two main objectives: total client satisfaction through quality products and services; and continuous improvements to processes, systems, people, suppliers, partners, products, and services.

17.  Basic belief of TQM The customer makes the ultimate determination of quality. Top management must provide leadership and support for all quality initiatives. Preventing variability is the key to producing high quality. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement. Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions

18. TQM and Continuous Improvement TQM is the management process used to make continuous improvements to all functions. TQM represents an ongoing, continuous commitment to improvement. The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement

19. Take home Question Differentiate Continuous Improvement versus Traditional Approach Use website links or other reference books

20. Quality Throughout “A Customer’s impression of quality begins with the initial contact with the company and continues through the life of the product.” Customers look to the total package - sales, service during the sale, packaging, deliver, and service after the sale.

21. …. Quality extends to how the receptionist answers the phone, how managers treat subordinates, how courteous sales and repair people are, and how the product is serviced after the sale. “All departments of the company must strive to improve the quality of their operations.”

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