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Total Quality Management

Published byStephany McKinney Modified over 6 years ago

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Presentation on theme: "Total Quality Management"— Presentation transcript:

1 Total Quality Management
Chapter Six

2 Garvin’s Quality Dimensions
Performance Aesthetics Reliability Conformance Features Serviceability Durability Perceived Quality

3 Service Quality Tangibility Reliability Responsiveness Assurance
Empathy

4 Quality Guides Zagat’s AAA Michelin

5 Deming’s Points Drive out Fear! The Common Goal Training
Eliminate Slogans Reduce Obstacles Adopt Philosophy Cease mass inspection Don’t source by price alone Break down barriers Eliminate quotas Continuing improvement Take action!

6 Lean Operations Specify Value Identify Value Stream Flow Pull
Perfection

7 The Quality Toolkit Fishbone Diagrams Poka Yoke Scatter Diagrams
Run charts Control Charts

8 Six Sigma 3.4 defects per million manufactured part. 4.6 sigma 6 sigma
Wrong Prescriptions 4000/yr. 13/yr.

9 Malcolm Baldrige Award
Leadership 110 points HR Focus 100 points Process mgt. 100 points Strategic planning 80 points Information analysis 80 points Business results 450 points

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