カテゴリー 全て - empowerment - performance - teamwork - improvement

によって Gil Junqueira 17年前.

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Total Quality Management

Total Quality Management (TQM) is a comprehensive approach aimed at improving organizational performance by focusing on several key principles. It emphasizes continual process improvement, empowering employees, and maintaining an obsession with quality across all levels of the organization.

Total Quality Management

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?