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MANAGING QUALITY, Management of entire organization so that it excel in…
MANAGING QUALITY
Total Quality Management
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Seven concepts of TQM
- Continuous improvement- Never-ending process of continuous iprovement
- Six stigma:
Defines
Measures
Analysis
Improves
Controls
- Employee empowerment- Getting employees involved in product and process improvement
- Bench marking- Selecting best practices to use as a standard for performance
- Just-in-time (JIT)- Involves continuing improvement and enforce program
- Taguchi Concepts- Engineering and experimental design methods to improve product and process design
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The Role of Inspection
- a means of ensuring that an operation is producing at the quality level expected
When and Where?
- at the supplier's plant while the supplier is producing
- at your facility upon receipt of good from your supplier
- before costly
- during the step-by-step production process
- when production or service is complete
- before delivery to your customer
- at the point of customer contact
Source Inspection
- Poka-yoke- foolproof devices or techniques designed to pass only acceptable products
- Checklists- ensure consistency and competeness
TQM in Service
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Service Recovery Strategy
- training and empowering front line workers to solve a problem immediately
SERVQUAL
- A popular measurement scale for service quality that compares service expectation with service performance
Quality
Defining:
An operation managers objective is to build a total quality management system that identifies and satisfies customer needs
Implication:
- Company reputation- perception of new product, employment practices
- Product quality- reduce risk
- Global complication- improve ability to compete :
TQM TOOLS
7 Tools of TQM:
- Check sheet- an organized method of recording data
- Scatter Diagram- a graph of value of one variable vs another variable
3.Pareto Chart-Identifies and plot problems
- Flowchart- describe the steps in a process
- Histogram-Showing the frequency of occurrences of variable
- Cause-and Effect Diagram- Identifies process elements
- Statistic Process Control Chart- Plot value of statistic
Statistics Process Control (SPC)
- A process used to monitor standard
Management of entire organization so that it excel in all aspect of products and services that are important to the customers.