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MANAGING QUALITY - Coggle Diagram
MANAGING QUALITY
QUALITY
an operations manager's objective is to build a total quality management system that identifies and satisfies customer needs
totality of features & characteristics of a product/service that bears on its ability to satisfy stated/ implied needs
VIEWS
MANUFACTURING BASED: conformance to standards, making it right the first time
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USER BASED: better performance, more features
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COSTS
APPRAISAL COSTS= evaluating products, parts & ervices
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TQM
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stresses a commitment by management to have a continuing company wide & services drive toward excellence in all aspects of products&services
DEMING'S FOURTEEN POINTS
- institute a vigorous program of education & self improvement
- put everyone in the company to work on the transformation
- break down barriers between departments
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- remove barriers to pride in work
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- Create consistency of purpose
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- build quality into the product, stop depend on inspections to catch problems
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5.continuously improve product, quality & service
- build long-term relationships based on performance instead of awarding business on price
7 CONCEPTS OF TQM
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JUST-IN-TIME (JIT)
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relationship with quality - cuts cost of quality, improve quality& less inventory and better- easier to employ JIT system
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SIX SIGMA
a program designed to reduce defects, lower costs, save time & improve customer satisfaction
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