Total Quality Management
FunctionPerspectives
Human Resource
employees
action
commitment
Financial
improved org performance
reduction of defects
Marketing
perceived quality
Strategic Mgmt
biz processes
Supply Chain
Engineering
modeling techniques
apply mathematical problem-solving
Empathy
caring individualized attention
TQM
Inspection
Rectification
Error detection
Quality Control
Quality standards
Process performance
Statistical methods
Quality Assurance
Quality planning
Problem solving
Quality costing
Quality Systems
involves customers & suppliers
Staff empowerment
Teamwork
Quality strategy
Whole operation involved
Perceived Quality
word of mouth
recognition
image
ServiceQualityDimensions
Assurance
inspire
confidence
trust
courtesy
knowledge
Responsiveness
Service Reliability
willigness
ability
Tangibles
physical appearance
compunctions equipment
personnel
equipment
facility
ProjectQualityDimensions
Aesthetics
subjective characteristics
look
sound
feel
taste
Serviceability
repaired
cheaply
easily
Durability
tolerate stress / trauma
Conformance
adherance to quantifiable specifications
Reliability
Feature
supplement basic peformance
Performance
perform consistently
efficiency -> purpose
Meaning of Quality
Perspective
Consumer's
MarketingIIQuality of Design
Price
Quality characteristics
Producer's
ProductionIIQuality of Conformance
Cost
Conforms to specs
Fitnessfor consumeruse
Key characteristics
unity of purpose
freedom thru' control
bottom-up education & training
continual process improvement
empowerment
employee involvement
teamwork
long-term commitment
scientific approach
obsession w quality
customer focus
Strategically based
Total QualityBusiness approach to maximise competitiveness
contnual improvement
Rationale
compete in global marketplace
=> expectations
Dynamic state
Environment
Processes
People
Services
Product
Consumer'sperspective
What?
