TQM 培訓資料

1、Total Quality Management - TQMStandards in A/standardsinactionTQM TQM 培訓資料培訓資料Total Quality Management - TQMStandards in A/standardsinactionTotal Quality Management - TQMStandards in A/standardsinactionTotal Quality Managemen

2、t - TQMStandards in A/standardsinactionTotal Quality ManagementDoing things right.FIRST time.Internetix (2005)Total Quality Management - TQMStandards in A/standardsinactionBritish Standards on TQMBS 7850-1:1992 Total quality management. Guide to mana

3、gement principles.BS 7850-2:1994, ISO 9004-4:1993 Total quality management. Guidelines for quality improvement.Total Quality Management - TQMStandards in A/standardsinactionElements of TQMLeadership Top management vision, planning and support. Employee involvement All employ

4、ees assume responsibility for the quality of their work.Product/Process Excellence Involves the process for continuous improvement.Total Quality Management - TQMStandards in A/standardsinactionElements of TQMContinuous Improvement A concept that recognizes that quality impro

5、vement is a journey with no end and that there is a need for continually looking for new approaches for improving quality.Customer Focus on “Fitness for Use” Design quality Specific characteristics of a product that determine its value in the marketplace. Conformance quality The degree to which a pr

6、oduct meets its design specifications.Total Quality Management - TQMStandards in A/standardsinactionA fundamental concept of TQM from BS 7850 - a Process “A set of inter-related resources and activities which transform inputs into outputs.” (ISO 8402). “Any activity that acc

7、epts inputs, adds values to these inputs for customers, and produces outputs for these customers. The customers may be either internal or external to the organization.” (BS 7850)Total Quality Management - TQMStandards in A/standardsinactionControlsProcessOutputsInputsResourc

8、esThe Simple Process(Source: BS 7850: 1992, “Total Quality Management”)Total Quality Management - TQMStandards in A/standardsinactionChanging Role of the Process OwnerAs customerProcess ownerAs customerAs supplierProcess ownerAs supplierProcess 1Process 1InputOutputOutput to

9、 customerInput from supplier(Source: BS 7850: 1992, “Total Quality Management”)Total Quality Management - TQMStandards in A/standardsinactionTQM & organizational Cultural ChangeTraditional ApproachLack of communicationControl of staff Inspection & fire fighting Inter

10、nal focus on rule Stability seeking Adversarial relations Allocating blame TQMOpen communicationsEmpowermentPreventionExternal focus on customerContinuous improvementCo-operative relationsSolving problems at their rootsTotal Quality Management - TQMStandards in A/standardsin

11、actionCustomers expectations for the product or serviceCustomers perceptions of the product or serviceCustomers perceptions of the product or serviceCustomers expectations for the product or serviceCustomers perceptions of the product or serviceGapPerceived quality is poorPerceived quality is goodEx

12、pectations perceptionsExpectations = perceptionsExpectations perceptionsPerceived quality is governed by the gap between customers expectations and their perceptions of the product or serviceCustomers expectations of the product or serviceGapSource: Slack et al. 2004Total Quality Management - TQMSta

13、ndards in A/standardsinactionAdditional views of Quality in ServicesTechnical Quality versus Functional Quality Technical quality the core element of the good or service. Functional quality customer perception of how the good functions or the service is delivered.Expectation

14、s and Perceptions Customers prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service. Satisfaction = (Perception of Performance) (Expectation)Total Quality Management - TQMStandards in Actionwww.bsieducatio

15、/standardsinactionCustomers expectations concerning a product or serviceCustomers perceptions concerning the product or servicePreviousExperienceWord of mouth communicationsImage of product or serviceCustomers own specification of qualityManagements concept of the product or serviceorganization

16、s specification of qualityThe actual product or serviceGap 1Gap 2Gap 3Gap 4A “Gap” model of QualitySource: Parasuraman, Zeithman and Berry. 1985Total Quality Management - TQMStandards in A/standardsinactionContinuous ImprovementPhilosophy that seeks to make never-ending impr

17、ovements to the process of converting inputs into outputs.Kaizen: Japanese word for continuous improvement.Total Quality Management - TQMStandards in A/standardsinactionImplementing TQM Successful Implementation of TQMRequires total integration of TQM into day-to-day operati

18、ons. Causes of TQM Implementation FailuresLack of focus on strategic planning and core competencies.Obsolete, outdated organizational cultures.Total Quality Management - TQMStandards in A/standardsinactionObstacles to Implementing TQM Lack of a company-wide definition of qua

19、lity. Lack of a formalized strategic plan for change. Lack of a customer focus. Poor inter-organizational communication. Lack of real employee empowerment. Lack of employee trust in senior management. View of the quality program as a quick fix. Drive for short-term financial results. Politics and tu

20、rf issues.Total Quality Management - TQMStandards in A/standardsinactionSome criticisms of TQMBlind pursuit of TQM programsPrograms may not be linked to strategiesQuality-related decisions may not be tied to market performanceFailure to carefully plan a programTotal Quality

21、Management - TQMStandards in A/standardsinactionPDCA Cycle repeated to create continuous improvementTimePerformance“Continuous”improvementPlanDoCheckActTotal Quality Management - TQMStandards in A/standardsinactionRecognizing and rewarding Quality Pr

22、omotion of high quality goods and servicesMalcolm Baldrige National Quality Award (MBNQA) (United States)Deming Prize (Japan)European Quality Award (European Union)ISO9000 certificationTotal Quality Management - TQMStandards in A/standardsinactionThe integrated framework of

23、the Baldrige Award criteriaSource: 2004 Criteria for Performance Excellence, U.S. Dept. of Commerce, Baldrige National Quality Program, National Institute of Standards and Technology, Gaithersburg, MD 20899. ()Total Quality Management - TQMStandards in A/standardsinactionProductContinual improvement of the quality management systemCustomers(and otherinter