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TOTAL QUALITY CONTROL: 6 BASIC CONCEPT ((CUSTOMER SATISFACTION…
TOTAL QUALITY CONTROL:
6 BASIC CONCEPT
CUSTOMER SATISFACTION
CUSTOMER FEEDBACK:
Monitoring the Internet
Comment cards and formal surveys
Study complaints
Focus groups
Field Intelligence
Direct customer contacts
LEADERSHIP
CHARTERISTIC:
emphasize imrprovement no maintainance
emphasize prevention
encourage collobration not competition
empower not control
attention external & internal customers and their needs
train and coach not direct and supervise
learn from problem
EMPLOYEE INVOLVEMENT
EDUCATION AND TRAINING
SUPPLIER PARTNERSHIP
SUPPLIER SELECTION CRITERIA
On-time delivery
100% delivery
Quality of parts/raw materials Certified?
Technology
The supplier should be treated as an extension of the process.
Good supplier management
Long term relationship with supplier(s)
PERFORMANCE MEASURE
Cost of Poor Quality
Appraisal Costs
Prevention Costs
Service
Sales per square feet
Activity time
Billing Errors
Optimum Cost of Poor Quality
Production
On-time delivery
Inventory turns
Yield
CONTINUOUS IMPROVEMENT
PROBLEM SOLVING METHOD
Standardize the solution
Plan for the future
Study the results
Implement changes
Develop the optimal solution(s)
Analyze the current process
Identify the opportunity