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Chapter 9 : Quality - Coggle Diagram
Chapter 9 : Quality
Dimensions of Quality
Aesthetic
Features
Performance
Serviceability
Durability
Conformance
Perceived quality
Reliability
Main Ideas of TQM
System Approach
Cultural System
Technical System
Management System
The Tools of TQM
Check Sheet
Scatter Diagram
Cause-and-Effect Diagram
Pareto Chart
Flowchart(Process)
Histogram
Statistical Process Control Chart
Customer Focus(Internal & External)
The Role of Management
Employee Participation
Importance of Quality
Positive Image
Competitive Advantage
Productivity
Cost
Principles of TQM
Do it right for the first time
Be customer-centered
Make continuous improvement in life
Build teamwork and empowerment
Fundamentals of Quality
Quality Control (QC)
Quality Assurance (QA)
Total Quality Management (TQM)
Total Quality Management (TQM)
Definition
Management system that integral to an organization's strategy and aimed at continually improving the quality of the outcome as to achieve high level of customers satisfaction
Emphasis on Quality Reasons
Customers increasingly conscious of the quality
Increase quality leads to increase productivity
Elements
Methods
Materials
Strategic Commitment
Technology(Machines)
Employee involvement
Reasons to Implement TQM
Reduce cost
Enhances competition
Increase Productivity
Definition
Customer's perspective
The degree to which the product/service conforms to design specifications
Producer's perspective
The degree to which the product/service meets the customer expectation
Accessing Quality Factors
Product Factors
Aesthetic
Features
Performance
Serviceability
Durability
Conformance
Perceived quality
Service Factors
Responsiveness
Reliability
Assurance
Empathy
Tangible
Differences between TQM & Traditional Management
Traditional Management
Management-focused
Profit first
Result oriented
TQM
Customer-focused
Quality first
Process oriented
Pillars of TQM
Product
Process
Organization
Leadership
Commitment