TQM/QUALITY AWARDS Overview The three fundamental concepts The three strong forces The three critical processes The evolution of total quality National and International Quality Awards

Three Fundamental Concepts of TQM Customer focus: internal and external customers Continuous improvement: in manufacturing and service organizations The value of every associate: contributions of every individual, self-directing work teams, and improvement teams.

Three Strong Forces Alignment: clear vision, clear definitions of objectives, translation of key objectives throughout the organization Linkage: linking activities across all functions and departments, reengineering Replication: apply similar problem solving methodology to achieve the same results

Three Critical Processes Quality Planning Process: establish project, identify customers, discover customer needs, develop product, develop process, develop control/transfer to operations, Measure (graph on p. 96) Quality Control (the Juran Trilogy, p.97) Quality Improvement Process (long standing performance levels)

The Evolution of TQM Product quality (1892 to present) Product process quality (1924 to present) Service quality (1960 to present) Service quality process (1980 to present) Business planning (1990 to present)

Malcolm Baldrige National Quality Award (1987) Criteria Leadership (120 points) Strategic planning (85 points) Customer and market focus (85 points) Information and analysis (90 points) Human resource focus (85 points) Process management (85 points) Business results (450 points)

The European Quality Award (1997) Leadership (100 points) People management (90 points) Policy and strategy (80 points) Resources (90 points) Processes (140 points) People satisfaction (90 points) Customer satisfaction (200 points) Impact on society (60 points) Business results (150 points)

Deming Application Prize (1951) First-level categories: policy, organization and its management, education and dissemination, quality information management, analysis, standardization, control, quality assurance, results, planning Second-level categories (examples of policy elements): management and quality policies, policy generation, consistency of policies, use of statistical methods, policy transmission/diffusion, review of policies and results, relationship between policies and plans.

Six Sigma Quality (DMAIC) Handouts will be provided by the guest speaker