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Managing Quality - Coggle Diagram
Managing Quality
TQM Tools
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Seven Concepts of TQM: 1.Continuous improvement
2.Six Sigma
3.Employee empowerment
4.Benchmarking
5.Just-in-time (JIT)
6.Taguchi concepts
- Knowledge of TQM tools
Defining Quality: The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
Different views:
- User based: better performance, more features
- Manufacturing based: conformance to standards, making it right the first time
- Product based: specific and measurable attributes of the product
Implication of Quality:
1.Company reputation:
-Perception of new products
-Employment practices
-Supplier relations
- Product liability:
-Reduce risk
3.Global implications
-Improved ability to compete
ISO 9000 International Quality Standards:
- Top management leadership
- Customer satisfaction
- Continual improvement
- Involvement of people
- Process analysis
- Use of data-driven decision making
- A systems approach to management
- Mutually beneficial supplier relationships
Arnold Palmer Hospital
Delivers over 12,000 babies annually
Virtually every type of quality tool is employed:
- Continuous improvement
- Employee empowerment
- Benchmarking
- Just-in-time
- Quality tools
Quality and Strategy
1.Managing quality supports differentiation, low cost, and response strategies
- Quality helps firms increase sales and reduce costs
- Building a quality organization is a demanding task
How to improve quality and improves profitability:Via sales gain:
1.Improved response
- Flexible pricing
- Improved reputation
Via reduced costs:
- Increased productivity
2.Lower rework and scrap costs
3.Lower warranty costs
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Total Quality Management:
-Encompasses entire organization from supplier to customer
-Stresses a commitment by management to have a continuing companywide drive toward excellence in all aspects of products and services that are important to the customer
Deming's Fourteen Points: 1.Create consistency of purpose 2.Lead to promote change
3.Build quality into the product; stop depending on inspections to catch problems
- Build long-term relationships based on performance instead of awarding business on price
- Continuously improve product, quality, and service
- Start training
- Emphasize leadership
- Drive out fear
- Break down barriers between departments
- Stop haranguing workers
- Support, help, and improve
12.Remove barriers to pride in work
13.Institute a vigorous program of education and self-improvement
14.Put everyone in the company to work on the transformation
TQM In Service: service quality is more difficult to measure than the quality of goods.
Service quality perceptions depend on : 1.Intangible differences between products
2.Intangible expectations customers have of those products
Service Recovery Strategy:
1.Managers should have a plan for when services fail
- Using Marriott's LEARN routine such as listen, empathize,apologize,react and notify