Total Quality Management (TQM) (3)
Customer Satisfaction
Employee Involvement
Continuous Improvement
Quality
degree of excellence, meeting or exceeding expectations of customers.
Quality includes (2)
high performance design
conformance
Quality is about developing an accurate understanding of….
customer expectations and bridging any gap between expectations and achievement of organization
High Performance Design (4)
capabilities and characteristics customer expects
reliable and durable
good support for customers
any psychological impressions
Conformance
consistency to meet desired specifications
Specific tolerance
range you accept conformance
What leads to specific products and limited variability
high conformance and specific tolerances
Defect
Product failing specifications, standards or satisfying customer
Defects are associated with costs to control
Actual defects or fallouts of defects
Cost of quality (2)
Control and Failure
Control Costs (2)
Prevention and Appraisal
Prevention Costs
Avoiding defects before they happen
Appraisal Costs
recruit someone to assess level of quality attained by the system
Failure Costs (2)
Internal and External
Internal Failure
cost of defects detected during process
Rework
units repaired to achieve conformance
Scrap
units cannot be fixed
External Failure costs
defect reaches customer
Employee Empowerment
assigning responsibility for quality to employees lower in the organizational hierarchy
Quality Circles
small groups of supervision and employee to solve quality problems
Special Purpose Teams
Formed to address a high level concern to management
Self Managing Team
small group takes full ownership over producing a major portion of product service
Plan Do Check Act Cycle
Plan: Identify a problem and develop a plan to improve
Do: Implement a plan on a test basis
Check: is plan working
Act: establish improvement as norm in organization
