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1、Outline:TotalQualityManagement(TQM)DefinedQualitySpecificationsandCostsSixSigmaQualityandToolsExternalBenchmarkingISO9000ServiceQualityMeasurementChapter8.QualityManagementTQMDefinedTotalqualitymanagementisdefinedasmanagingtheentireorganizationsothatitexcelsonalldimen
2、sionsofproductsandservicesthatareimportanttothecustomerTwofundamentaloperationalgoals:CarefuldesignofproductorserviceEnsureconsistentproductionofproductorservicePhilosophicalLeadersoftheQualityMovementPhilipCrosbyW.EdwardsDemingJosephM.JuranEachhasslightlydifferentdef
3、initionsofwhatqualityisandhowtoachieveit(seeExhibit8.1),buttheyallhadthesamegeneralmessage:Toachieveoutstandingqualityrequires:qualityleadershipfromseniormanagement,acustomerfocus,totalinvolvementoftheworkforce,andcontinuousimprovementbaseduponrigorousanalysisofproces
4、ses.QualitySpecificationsDesignquality-InherentvalueoftheproductinthemarketplaceConformancequality-DegreetowhichtheproductorservicedesignspecificationsaremetProductscanhavehighdesignqualitybutlowconformancequality,andviceversaQualityatthesourceRelatedtoconformancequal
5、ityMeansthepersonwhodoestheworktakesresponsibilityformakingsureoutputmeetsspecificationsBothdesignqualityandconformancequalityshouldprovideproductsthatmeetcustomerobjectivesThisisoftentermedfitnessforuseEntailsidentifyingthedimensionsofproduct(orservice)thatthecustome
6、rwantsi.e.,thevoiceofthecustomerDevelopingaqualitycontrolprogramDimensionsofQualityPerformancePrimaryproductorservicecharacteristicFeaturesAddedtouches,bellsandwhistles,secondarycharacteristicsReliabilityConsistencyofperformanceovertime,probabilityoffailingDurabilityU
7、sefullifeServiceabilityEaseofrepairResponseCharacteristicsofthehuman-to-humaninterface(speed,courtesy,competence)AestheticsSensorycharacteristics(sound,feel,look,andsoon)Perceivedquality(reputation)Pastperformanceandotherintangibles(perceivedquality)DimensionsofQualit
8、yExamplesCostsofQuality(COQ)ExternalFailureCostsAppraisalCostsPreventionCostsInternalFailure CostsCostsofQualityCostsofinspe
