TQM全面质量管理教程(英文版)(ppt 21页)
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TQM全面质量管理教程内容提要：
Total Quality Management
Quality has become a high priority issue
Quality impacts the entire organization
suppliers, customers ,design, maintenance
Today’s customer is well informed - journals, news
Quality-based management philosophy - key to success
TQM was advanced by W. Edwards Deming in late 50's
" 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 Definitions
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. - ASQ
Garvin advanced 5 viewpoints;
1. Transcendent 2. Product-Based
3. User-Based 4. Manufacturing-Based
5. Value-Based
Customer Driven Quality
Perspective on quality - placement
Internal/external customers
Product Planning
Market segments to be served
Level of performance/price
Level of quality comes from customer
Do not care why it is defective
Dimensions of Quality
Performance - primary ops characteristics
Availability, Reliability, Durability, Maintainability
Features - secondary characteristics
Warranty - promise of performance
Aesthetics - pleasing characteristics
Price - indicates value of product
Example - Stereo Amplifier
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