TQM 培训资料

TotalQualityManagement-TQMStandardsinAction……..Author:DrRhysRowland-JonesTotalQualityManagement-TQMStandardsinAction•IntroductiontoconceptsofTQM•StandardsandTQM•TQMReasonsforfailure•MeasurementofQualityTotalQualityManagement-TQMStandardsinAction•TQMisaphilosophywhichappliesequallytoallpartsoftheorganization.•TQMcanbeviewedasanextensionofthetraditionalapproachtoquality.•TQMplacesthecustomerattheforefrontofqualitydecisionmaking.•Greateremphasisontherolesandresponsibilitiesofeverymemberofstaffwithinanorganizationtoinfluencequality.•Allstaffareempowered.TotalQualityManagement-TQMStandardsinAction…..….FIRSTtime.Internetix(2005)TotalQualityManagement-TQMStandardsinAction:1992•Totalqualitymanagement.Guidetomanagementprinciples.BS7850-2:1994,ISO9004-4:1993•Totalqualitymanagement.Guidelinesforqualityimprovement.TotalQualityManagement-TQMStandardsinAction•Leadership–Topmanagementvision,planningandsupport.•Employeeinvolvement–Allemployeesassumeresponsibilityforthequalityoftheirwork.•Product/ProcessExcellence–Involvestheprocessforcontinuousimprovement.TotalQualityManagement-TQMStandardsinAction•ContinuousImprovement–Aconceptthatrecognizesthatqualityimprovementisajourneywithnoendandthatthereisaneedforcontinuallylookingfornewapproachesforimprovingquality.•CustomerFocuson“FitnessforUse”–Designquality•Specificcharacteristicsofaproductthatdetermineitsvalueinthemarketplace.–Conformancequality•Thedegreetowhichaproductmeetsitsdesignspecifications.TotalQualityManagement-TQMStandardsinAction‘Process’•“Asetofinter-relatedresourcesandactivitieswhichtransforminputsintooutputs.”(ISO8402).•“Anyactivitythatacceptsinputs,addsvaluestotheseinputsforcustomers,andproducesoutputsforthesecustomers.Thecustomersmaybeeitherinternalorexternaltotheorganization.”(BS7850)TotalQualityManagement-TQMStandardsinAction(Source:BS7850:1992,“TotalQualityManagement”)TotalQualityManagement-TQMStandardsinAction(Source:BS7850:1992,“TotalQualityManagement”)TotalQualityManagement-TQMStandardsinAction’expectationsfortheproductorserviceCustomers’perceptionsoftheproductorserviceCustomers’perceptionsoftheproductorserviceCustomers’expectationsfortheproductorserviceCustomers’perceptionsoftheproductorserviceGapPerceivedqualityispoorPerceivedqualityisgoodExpectationsperceptionsExpectations=perceptionsExpectationsperceptionsPerceivedqualityisgovernedbythegapbetweencustomers’expectationsandtheirperceptionsoftheproductorserviceCustomers’expectationsoftheproductorserviceGapSource:Slacketal.2004TotalQualityManagement-TQMStandardsinAction•TechnicalQualityversusFunctionalQuality–Technicalquality—thecoreelementofthegoodorservice.–Functionalquality—customerperceptionofhowthegoodfunctionsortheserviceisdelivered.•ExpectationsandPerceptions–Customers’priorexpectations(generalizedandspecificserviceexperiences)andtheirperceptionofserviceperformanceaffecttheirsatisfactionwithaservice.•Satisfaction=(PerceptionofPerformance)–(Expectation)TotalQualityManagement-TQMStandardsinAction’sexpectationsconcerningaproductorserviceCustomer’sperceptionsconcerningtheproductorservicePreviousExperienceWordofmouthcommunicationsImageofproductorserviceCustomer’sownspecificationofqualityManagement’sconceptoftheproductorserviceorganization’sspecificationofqualityTheactualproductorserviceGap1Gap2Gap3Gap4A“Gap”modelofQualitySource:Parasuraman,ZeithmanandBerry.1985TotalQualityManagement-TQMStandardsinAction•Philosophythatseekstomakenever-endingimprovementstotheprocessofconvertinginputsintooutputs.•Kaizen:Japanesewordforcontinuousimprovement.TotalQualityManagement-TQMStandardsinAction