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Competency

In: Business and Management

Submitted By profur
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Quality Management Systems – An Overview
TQM ISO 9000 QS 9000

Lecture Objectives

Total Quality Management defined Cost of Quality ISO 9000 and QS 9000 Tools of TQM

Evolution of Quality Management
Six Sigma
Quality Mgmt Systems Taguchi DOE

SPC
Inspection 1930 1950 1975 1985 1990 1995 2000

What does the term Quality really mean?
Quality is the ability of a product or service to consistently meet or exceed customer expectations

Historical Summary
Artisanship • Closeness of producer and consumer • One person/common purpose among tasks Industrial revolution • Long supply chains • Unskilled labour • Mass production • Uniform quality • Loss of understanding of purpose Eli Whitney and Henry Ford Consumerism a response Quality has emerged now as a business strategy

Total Quality Management
What does total mean? Entire organization; All products and processes; All aspects (management, design, control) Not a flavor of the month (i.e. typical management fad) – Long-term perspectives, Consider the Japanese

The Quality Challenge
Today's economic reality: Intense global competition for sales, profits, contracts and jobs. Competition equally challenging in manufacturing and service organisations. Emphasis on controlling people has not worked.

The emerging strategy: Augment TQM with Six Sigma

Why is quality so difficult to deliver?
Ambient temperature, vibration, humidity, supply, voltage, etc. Labor Training level Control variables Points for temperature, cutting speed, raw material specs, recipe, etc.

The Process
Variation in Output Quality of finished Product; Level of Customer Satisfaction

Raw materials quality/quantity

State Variables measured here

Traditional Management
Focus on short-term profits, stock price No clear strategic position in target sectors (poor competitive positioning) Clamping down on costs while

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