Does not meet specs
Jars Mislabeled
Damaged Product
Method
Material
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Pareto Analysis
80% of the problems may be attributed to 20% of the causes.
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Customer Driven Quality
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Dimensions of Quality
Performance - primary ops characteristics
– Availability, Reliability, Durability, Maintainability
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Quality Definitions
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. - ASQ Garvin advanced 5 viewpoints; 1. Transcendent 2. Product-Based 3. User-Based 4. Manufacturing-Based 5. Value-Based
TQM全面质量管理简介( 英文版)
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2020/4/13
Total Quality Management
Quality has become a high priority issue Quality impacts the entire organization
– suppliers, customers ,design, maintenance
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Customer Driven Quality
Perspective on quality - placement Internal/external customers Product Planning Market segments to be served Level of performance/price Level of quality comes from customer Do not care why it is defective
Discuss work with cusrm
available?
Work
Repair Not Authorized
N
Customer departs with car
Collect Money
Notify Customer
Order Parts
Pass Y Inspection?
Features - secondary characteristics Warranty - promise of performance Aesthetics - pleasing characteristics Price - indicates value of product Example - Stereo Amplifier
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Quality Standards
1. Baldrige Award
- only US firms can apply
2. Deming Prize
- open to all companies
3. ISO 9000
- Quality Standards for Europe
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Completed Repair
N
Perform Corrected Work
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Cause & Effect Diagram
Machine
Bad Repair Temperature Control
Not Maintained Not Clear
Man
Bad Cleanup
Incorrect Measurement
2. Do
2. Execute the change.
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Visible to customer
Process Flow Chart
Repair Authorized
Not visible to customer
Customer drops off car
Mechanic makes diagnosis
Tools of TQM
Quality problems are uncovered by using workers and inspectors who conduct tests on products People must be trained on the various tools that are available W. Edwards Deming - PDCA cycle
– " I told the Japanese that they would capture markets within five years the world over, that they would take their place alongside prosperous nations. They have done it."
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PDCA Cycle (Deming Wheel)
4. Institutionalize the change or abandon or do it again.
4. Act
1. Plan a change aimed at improvement.
1. Plan
3. Check
3. Study the results; did it work?
Today’s customer is well informed journals, news Quality-based management philosophy - key to success
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Total Quality Management
TQM was advanced by W. Edwards Deming in late 50's