Total Quality Management

=> expectations

Consumer'sperspective

Dynamic state

Product

Services

People

Processes

Environment

compete in global marketplace

contnual improvement

Strategically based

customer focus

obsession w quality

scientific approach

long-term commitment

teamwork

employee involvement

empowerment

continual process improvement

bottom-up education & training

freedom thru' control

unity of purpose

Perspective

Producer's

ProductionIIQuality of Conformance

Conforms to specs

Fitnessfor consumeruse

Cost

Consumer's

MarketingIIQuality of Design

Quality characteristics

Price

Performance

efficiency -> purpose

perform consistently

Feature

supplement basic peformance

Reliability

Conformance

adherance to quantifiable specifications

Durability

tolerate stress / trauma

Serviceability

repaired

easily

cheaply

Aesthetics

subjective characteristics

taste

feel

sound

look

Tangibles

physical appearance

facility

equipment

personnel

compunctions equipment

Responsiveness

Service Reliability

ability

willigness

Assurance

knowledge

courtesy

inspire

trust

confidence

Perceived Quality

image

recognition

word of mouth

TQM

Whole operation involved

Quality strategy

Teamwork

Staff empowerment

involves customers & suppliers

Quality Assurance

Quality Systems

Quality costing

Problem solving

Quality planning

Quality Control

Statistical methods

Process performance

Quality standards

Inspection

Error detection

Rectification

Engineering

Empathy

caring individualized attention

modeling techniques

apply mathematical problem-solving

Supply Chain

Strategic Mgmt

biz processes

Marketing

perceived quality

Financial

reduction of defects

improved org performance

Human Resource

employees

commitment

action