Total Quality Management (TQM)

Chapter 5 - Total Quality Management Mudassar Salman

Learning Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is TQM? ,[object Object],[object Object]

Defining Quality – 5 Ways ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Manufacturing Quality vs. Service Quality ,[object Object],[object Object],[object Object],[object Object]

Dimensions of Quality for Manufacturing vs. Service Organizations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quality in Practice ,[object Object],[object Object],[object Object],[object Object],[object Object]

Cost of Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Evolution of TQM ,[object Object],[object Object],[object Object],[object Object],[object Object]

Evolution of TQM – New Focus

Quality Gurus ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quality Gurus – contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quality Gurus – contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Traditional view of the cost of conformance

Taguchi view of the cost of non-conformance – The Taguchi loss function

TQM Philosophy – What’s Different? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

TQM Philosophy– What’s Different? ( continued ) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Four Dimensions of Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cost of Quality – 4 Categories ,[object Object],[object Object]

Ways of Improving Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PDSA Details ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PDSA (continued) ,[object Object],[object Object]

Quality Function Deployment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

QFD – Contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

QFD – Contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

QFD Details ,[object Object],Voice of the engineer Voice of the customer Customer-based benchmarks

QFD - House of Quality ,[object Object],Trade-offs Targets Technical Benchmarks

Seven Problem Solving Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cause-and-Effect Diagrams ,[object Object],[object Object]

A general cause-and-effect diagram

Flowcharts ,[object Object],[object Object]

Control Charts ,[object Object],[object Object]

Scatter Diagrams ,[object Object],[object Object]

Pareto Analysis ,[object Object],[object Object],[object Object],[object Object]

Histograms ,[object Object],[object Object],[object Object]

Reliability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Reliability – contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Process Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quality Awards and Standards ,[object Object],[object Object],[object Object],[object Object]

MBNQA- What Is It? ,[object Object],[object Object],[object Object],[object Object],[object Object]

MBNQA Criterion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Deming Prize ,[object Object],[object Object],[object Object],[object Object]

ISO Standards ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Why TQM Efforts Fail ,[object Object],[object Object],[object Object]

Chapter 5 Highlights ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Total Quality Management (TQM)

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