tqm_2TotalQualityManagementPartI:ContentandProcess1OutlineIntroductionWhatisQuality?HowisQualityManagementdeveloped?TQMcontentWhatisTQM&MBNQA?Whoarethequalitygurus?TheuniquenessofTQMTQMprocessCasestudy–TheprocessofTQMTQMPitfallsandhowtoavoidthem2KeyDimensionsof ProductQualityPerformanceFeaturesReliabilityConformanceDurabilityServiceabilityAestheticsPerceivedqualityTheefficiencywithwhichaproductachievesitsintendedpurposeAttributesthatsupplementtheproduct’sbasicperformanceConsistentperformanceMeetcertainnumericspecificationsDegreeoftoleratingstressortraumawithoutfailingTheeaseofrepairandmaintenanceSubjectivesensorycharacteristicssuchastaste,feel,sound,lookCustomeropinion3KeyDimensionsof ServiceQualityTangiblesReliabilityResponsivenessAssuranceEmpathyPhysicalappearanceoftheservicefacility,theequipment,uratelyWillingnessoftheserviceprovidertobehelpfulandpromptinprovidingserviceKnowledgeandcourtesyofemployeesandtheirabilitytoinspiretrustandconfidenceDesirescaringandindividualizedattentionfromserviceprovider4WaysQualityImprovesProductivityImprovedQualityIncreasedProfitsIncreasedproductivityLowerreworkandscrapcostsLowerwarrantycostsReducedCostsImprovedresponseHigherPricesImprovedreputationSalesGains5SandConeModel (DeMeyer&Ferdows1990,9,:168-184,JOM)QualityDependability+QSpeed+D+QFlexibility+Q+D+SCost+Q+D+S+F6DevelopmentofQualityMgtQualityInspection(QI)QualityControl(QC)QualityAssurance(QA)TotalQualityManagement(TQM)7QualityInspectionOperatorisresponsibleforinspection(1800-1900‘s)Supervisorisresponsibleforinspection(1900-1920’s)Inspectorisresponsibleforinspection(1920-1930‘s)8QualityControl20’soflastcentury,
tqm 2 来自淘豆网www.taodocs.com转载请标明出处.