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Quality management class lectures_229076922-MGT-6650-Lecture-2-Total-Quality-Management-12022014v1

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M G T 6 6 5 0 T Q M M i d Te r m Introduction TQM ISO 9000 Benchmarking Cusstomer Satisfaction LECTURE 2 TOTAL QUALITY MANAGEMENT: TQM Five types of Problems  Compliance  Unstructured  Efficiency  Process Design  Product Design Five ways to Improve a Process  Reduce resources  Reduce errors  Meet or exceed expectations of internal/ external customers  Make the process safer Quality Control 1. 2. 3. 4. 5. QC – the use techniques and activities to achieve, sustain and improve quality of products or service. It integrates these related techniques and activities: Specifications of what is needed Design of the products/service to meet specs. Production or installation to meet full intent of specs. Inspection to determine conformance to specifications Review usage to provide information for revision of specs. – if needed The aim should be towards quality improvement Quality Assurance   All those planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality Need systems and procedures to ensure consistency in methods for producing products To t a l Q u a l i t y M a n a g e m e n t  The way of managing organization to achieve excellence  Total – everything  Quality – degree of excellence  Management – art, act or way of organizing, controlling, planning, leading to achieve certain goals Evolution of Quality Management Inspection ...
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