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The Total Quality Approach To Quality Management
The Total Quality Approach To Quality Management
to Quality Management
The Total Quality Approach
Lecture Outline
What is Quality?
The Total Quality Approach to Quality Management
o Strategically based
o Customer focus (internal and external)
o Obsession with quality Customer focus
o Scientific approach to decision making and problem solving
o Long-term commitment
o Teamwork
o Continual process improvement
o Education and training
o Freedom through control
o Unity of purpose
o Employee involvement and empowerment
The Total Quality Approach
Japanese Strategies:
The Total Quality Approach to Quality Management
• Process performance =
defective parts per defective parts per million
hundred produced. produced.
• Focused on after-the-fact Customerimprovement
• Continuous focus of
inspections of products. products, processes and
people.
Quality as a function
Quality is a separate function. Quality should be fully integrated
throughout the organization, i.e. it
should be every body’s
responsibility.
Two Views of Quality (4)
Traditional View Total Quality View
The Total Quality Approach to Quality Management
Customer Focus
“Customer is the driver”.
External customers: define the quality of the product or
service delivered.
Internal customers: define the quality of people,
processes, and environment associated with the products
or services.
Elements of Total Quality (2)
Obsession with Quality
The Total Quality Approach to Quality Management
Scientific Approach
Hard data are used in establishing benchmarks,
monitoring performance, and making improvements.
Decision making and problem solving is based on
scientific principals.
Elements of Total Quality (3)
Long-term Commitment
The Total Quality Approach to Quality Management
product (PLAN).
2. Produce the product (DO).
3. Check the product to make
sure it was produced in
attendance with the plan
(CHECK).
4. Market the product (ACT).
5. Analyze how the product is
received in the market in terms
of quality, cost and other
criteria (ANALYZE)
The Total Quality Approach to Quality Management
Deming’s Fourteen Points (2)
The Total Quality Approach to Quality Management
Deming’s Seven Deadly Diseases (3)
Juran’s Contributions (1)
Quality Planning
The Total Quality Approach to Quality Management
Quality Control
1. Assess actual quality performance.
2. Compare performance with goals.
3. Act on differences between performance and goals.
Juran’s Contributions (4)
Quality Improvement
The Total Quality Approach to Quality Management
1. Determination.
2. Education.
3. Implementation.
Total Quality Efforts Succeed
The successful organizations avoid these errors:
The Total Quality Approach to Quality Management
Team mania.
Deployment process.
Histogram of a 3-Sigma
Process
Histogram of a 6-Sigma
Process
Six Sigma Concept (3)
What is Six Sigma?
The Total Quality Approach to Quality Management
Questions/Queries?