Tqm

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TOTAL QUALITY MGMT

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The quest of quality in an organization

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TQM

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a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction

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TQM

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A management system to utilizing all resources to provide continuous customer satisfaction

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TQM

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Is a management approach that originated in the 1950's

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TQM

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Is a mgmt strategy aimed at embedding awareness of quality in all organizational processes.

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TQM

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An approach to achieve operational excellence.

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TOTAL

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Made up of the whole

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QUALITY

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Degree of excellence a product or service provides

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MGMT

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Act, art or manner of planning, controlling, and directing

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Total client satisfaction, Continuous improvements

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TQM objectives

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Counting, Customer, Culture

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3 aspects of TQM

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Customer Focus, Process Improvement, Total Involvement

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TQM system Principles

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Leadership, Education and Training, Supportive Structure, Communication, Reward and Recognition, Measurement

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TQM System Elements

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Kaizen

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Focuses on continuous process improvement

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Atarimae Hinshitsu

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Idea that things will work as they are supposed to

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Kansei

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Examining the way the user applies the product leads to improvement in the product itself

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Miryokuteki Hinshitsu

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The idea that things should have an aesthetic quality

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Deming

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The father figure of Japanese quality movement

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Product, Personnel, Process

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3Ps Measure of Success

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The Tale of Tortoise and Rabbit

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Slow and steady wins the race and over-confidence can lead to failure

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Vertical integration

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Means that whatever sub-units, components/materials, fixtures, etc needed for manufacturing a product are all manufactured by the org

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Top Mgmt

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Always leads the implementation of TQM

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TQM

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Based on self-control wc should be embedded in each employee

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TQM Project

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Should be steered by a quality council.

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Strategic Quality Planning

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The formulation of strategies to achieve TQM in the org

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Contractual req.

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The documented customer req.

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Kano Model

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An interesting and practical model for understanding customer satisfaction

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Basic Quality

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Also called threshold quality

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Performance Quality

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Measures satisfaction proportionate to the performance of the product

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Excitement Quality

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Generated because the customet received some feature or attribute that they did not expect or think of

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Complaint Recovery Process

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A process for receiving complaints, processing them communicating to customer and resolving the issie

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Employee Involvement

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Essential in TQM

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Top-Notch-Self Actualized

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Employees are self motivated and whatever the ciscumstances they continue to do their best

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Fence Sitters

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Depend their motivation on mgmt strategies

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Difficult to Improve

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The difficult people who do not want to get motivated

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Theory X

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In this theory, he assumes that the employees have to be supervised all the time

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Theory Y

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Thos theory assumes that the employees do not need supervision

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Hygiene Theory

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The minimum that the employee requires for not being dissatisfied

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Personal coching / Mentoring

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Can sustain the momentum of tje employees from the training in working towards the organization's goal

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Appropriate feedback

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The task of mgmt is to find out the right performance level of tje employees and then give them feedback

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Timely feedback

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Tje feedback should be given at the appropriate time

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Watch effect of feedback

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Effect of feedback has to be monitored, studied, and analyzed

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Continuous feedback

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Should be given continuously

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Empowerment

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Means involvement of all employees for improvement processes on continual basis

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Process Approach

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Essential to make continuous improvement

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Entry

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Conditions to be satisfied before the task is undertaken

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Task

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The value adding process

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Exit

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Conditions to be fulfilled before the task is consodered as complete

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Customer Supplier Chains

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Is nothing but dividing the entire process of manufacturing or providing services

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Supply chain

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The series of links and shared processes that exist bw the suppliers and customers

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Down stream

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Flow of product from supplier to customer

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Up stream

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Demand of info from customer to supplier

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SCM

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Task of optimizing all activities throughout the supply chain

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Lean mfg

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A whole systems approach that creates a culture in wc everyone in the organization continuously improves processes and production

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Kanban systems

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Was developed by taiichi ohno

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Withdrawal kanban

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To pass the authorization for the movement of parts from one stage to another

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Prdn kanban

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To release an order to the preceding stage to build the lot size indicated on the card

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Transport kanban

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Contains info from where the part/component originated and its destination

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Prdn kanban

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Outlines to what extent and when work has to be accomplished by a specific station on the production line

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Cellular mfg

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At the heart of lean mfg

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Single piece flow

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Also called one piece flow or continuous flow mfg

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Cell

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An area where everything that is needed to process the part are within easy reach and no part is allowed to go to the next operation until the prev. op. has been completed

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TQM

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Gradual and continuous improvements of process w/in the org

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Juran's trilogy

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Managing for quality is achieved by the use of the three managerial processses of planning, control and improvement

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5S

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A mgmt tool focused on fostering and sustaining high quality housekeeping

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BPR

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The fundamental rethinking and radical redesign of business processes to achieve dramatic improvement

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Virtual corporation

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The main function of the company is to make the core of the system and depend on a large network of supplies

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Outsourcing

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Enables the manufacturers to focus their attention in managing their brands

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Commercial off the Shelf

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Product are packaged slns wc are then adapted to satisfy the needs of the purchasing org

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Product Audit

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Thorough evaluation of vendor's products at periodic intervals

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Vendor rating

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An objective oriented method of continuous assessment of the supplier's ability to supply on time