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1、Total Quality ManagementTotal Quality ManagementnQuality has be e a high priority issuenQuality impacts the entire organizationsuppliers,customers,design,maintenancenTodays customer is well informed-journals,newsnQuality-based management philosophy-key to successTotal Quality ManagementnTQM was adva
2、nced by W.Edwards Deming in late 50s 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.Quality DefinitionsnThe totality of features and characteristics of a product or service that bear
3、 on its ability to satisfy stated or implied needs.-ASQnGarvin advanced 5 viewpoints;1.Transcendent2.Product-Based3.User-Based 4.Manufacturing-Based5.Value-BasedCustomer Driven QualitynPerspective on quality-placementnInternal/external customersnProduct PlanningnMarket segments to be servednLevel of
4、 performance/pricenLevel of quality es from customernDo not care why it is defectiveCustomer Driven QualityDimensions of QualitynPerformance-primary ops characteristicsAvailability,Reliability,Durability,MaintainabilitynFeatures-secondary characteristicsnWarranty-promise of performancenAesthetics-pl
5、easing characteristicsnPrice-indicates value of productnExample-Stereo AmplifierQuality Standards1.Baldrige Award-only US firms can apply2.Deming Prize-open to all panies3.ISO 9000-Quality Standards for Europe Tools of TQMnQuality problems are uncovered by using workers and inspectors who conduct te
6、sts on productsnPeople must be trained on the various tools that are availablenW.Edwards Deming-PDCA cycle19PDCA Cycle Deming Wheel1.Plan a change aimed at improvement.1.Plan2.Execute the change.2.Do3.Study the results;did it work?3.Check4.Institutionalize the change or abandon or do it again.4.ActP
7、rocess Flow ChartCustomer drops off carMechanic makes diagnosisDiscuss work with customerRepair AuthorizedVisible to customerNot visible to customerRepair Not AuthorizedCustomer departs with carParts available?Perform WorkYNOrder PartsPass Inspection?Perform Corrected WorkN pleted RepairNotify Custo
8、merCollect MoneyY17Cause&Effect DiagramDoes not meet specsManMachineMaterialMethodIncorrect MeasurementBad CleanupBad RepairTemperature ControlJars MislabeledDamaged ProductNot MaintainedNot Clear12Pareto Analysis80%of the problems may be attributed to 20%of thecauses.ColorFrequencyScratchPorosity C
9、hip OtherWine Glasses14HistogramFrequency0.41-0.500.51-0.600.61-0.700.71-0.800.81-0.90Machine 02018Control Charts970980990100010101020012345678910 1112 13 14 15LCLUCLTQM in Service Industryn More difficult to apply to service firmsnPerceived quality is affected by service and surroundingsnWorkers co
10、ntribute most to perceived qualityDeterminants of Service Quality1.Reliability2.Responsiveness3.petence4.Courtesy5.munication6.CredibilityConclusions of Study1.Quality=expectations that are met2.Quality is determined by process and out e3.Two types of service;normal and exceptionalCost of Qualityn19
11、78-P.Crosby wrote“Quality is FreenQuality improvements yield higher profitnPrevention and improvement not inspectionnCategoriesCost of FailureCost of Controlling QualityConclusionsnTQM is a valuable concept in managing organizationsnMust build the right climate for acceptance of TQMnProcess takes ti
12、meQuality is Job One“No matter what the product or service,you can find it somewhere else cheaper -E.Scroogen9、静夜四无邻，荒居旧业贫。11月-2311月-23Sunday,November 26,2023n10、雨中黄叶树，灯下白头人。08:25:5208:25:5208:2511/26/2023 8:25:52 AMn11、以我独沈久，愧君相见频。11月-2308:25:5208:25Nov-2326-Nov-23n12、故人江海别，几度隔山川。08:25:5208:25:5208
13、:25Sunday,November 26,2023n13、乍见翻疑梦，相悲各问年。11月-2311月-2308:25:5208:25:52November 26,2023n14、他乡生白发，旧国见青山。26 十一月 20238:25:52 上午08:25:5211月-23n15、比不了得就不比，得不到的就不要。十一月 238:25 上午11月-2308:25November 26,2023n16、行动出成果，工作出财富。2023/11/26 8:25:5208:25:5226 November 2023n17、做前，能够环视四周；做时，你只能或者最好沿着以脚为起点的射线向前。8:25:52
14、上午8:25 上午08:25:5211月-23n9、没有失败，只有暂时停止成功！。11月-2311月-23Sunday,November 26,2023n10、很多事情努力了未必有结果，但是不努力却什么改变也没有。08:25:5208:25:5208:2511/26/2023 8:25:52 AMn11、成功就是日复一日那一点点小小努力的积累。11月-2308:25:5208:25Nov-2326-Nov-23n12、世间成事，不求其绝对圆满，留一份缺乏，可得无限完美。08:25:5208:25:5208:25Sunday,November 26,2023n13、不知香积寺，数里入云峰。11月
15、-2311月-2308:25:5208:25:52November 26,2023n14、意志坚强的人能把世界放在手中像泥块一样任意揉捏。26 十一月 20238:25:52 上午08:25:5211月-23n15、楚塞三湘接，荆门九派通。十一月 238:25 上午11月-2308:25November 26,2023n16、少年十五二十时，步行夺得胡马骑。2023/11/26 8:25:5208:25:5226 November 2023n17、空山新雨后，天气晚来秋。8:25:52 上午8:25 上午08:25:5211月-23n9、杨柳散和风，青山澹吾虑。11月-2311月-23Sund
16、ay,November 26,2023n10、阅读一切好书如同和过去最杰出的人谈话。08:25:5208:25:5208:2511/26/2023 8:25:52 AMn11、越是没有本领的就越加自命非凡。11月-2308:25:5208:25Nov-2326-Nov-23n12、越是无能的人，越喜欢挑剔别人的错儿。08:25:5208:25:5208:25Sunday,November 26,2023n13、知人者智，自知者明。胜人者有力，自胜者强。11月-2311月-2308:25:5208:25:52November 26,2023n14、意志坚强的人能把世界放在手中像泥块一样任意揉捏。
17、26 十一月 20238:25:52 上午08:25:5211月-23n15、最具挑战性的挑战莫过于提升自我。十一月 238:25 上午11月-2308:25November 26,2023n16、业余生活要有意义，不要越轨。2023/11/26 8:25:5208:25:5226 November 2023n17、一个人即使已登上顶峰，也仍要自强不息。8:25:52 上午8:25 上午08:25:5211月-23MOMODA POWERPOINTLorem ipsum dolor sit amet,consectetur adipiscing elit.Fusce id urna blandit,eleifend nulla ac,fringilla purus.Nulla iaculis tempor felis ut cursus.感感 谢谢 您您 的的 下下 载载 观观 看看专家告诉