TQM :TotalQuality

Management

TQM

TQM 2 W.Edwards
Deming
TQM
1940
Juran , FeigenbaumDeming
1951 Feigenbaum Total Quality Control
Joseph M. Juran Jurans Quality Control
Handbook TQM

2 (WWII)




1951
(Japanese Union of Scientists and Engineers : JUSE)
Deming Prize

1987Malcolm
Baldrigre Award

TQM
Kaizen
TQM


TQM

TQM

TQMTQC(Total Quality Control)

CWQC(Company-Wide Quality Control)
(,2549)TQM
(
,2548)
TQM:Witcher
(1390 ,2542)
T (Total) :
(external
customer)
(internal customer)
Q (Quality) :


(systematic approach of management)
PDCA
cycleW.Edwards Deming



TQM
M (Management) :

(vision)(mission statement)
(strategic management)
(leadership)

(continuous quality improvement)


2.1

2
-

2.2

2.3
3
F (biological drive)

F
F

 TQM

"" " (definition)"TQM

Feigenbaum, Arman V.
"TQM


"
Costello, Robert
"TQM
TQM

"

Department of Defense
"TQM




"
Juran, Joseph M.
"The Malcolm Baldrige National
Quality AwardTQM "
Duncan, William L.
" TQM



TQMTQM
,, "
.

 " "
"
"
" "
" "
" PDCA"
" "
"
" "

JIS Z 8101 (Quality Control Terminology)

" TQC







"
.

"TQM

"
.
"TQM

"
TQM

TQM?

TQM
(a people-focused management system)

TQM

TQM



TQM

(,2549)
Dr.DemingDeming Cycle
Plan Do Check Action

TQM
1.
2.
3.

4.
5.
6.

TQM
TQM 3

1. (Customer

Oriented)

(External Customer)


(Internal Customer)
(Internal Supplier)

(Quality Chain)

2. (Continuous
Improvement)

TQM

2.1


2.2

2.3

3. (Employees Involvement)

(Chief Executive Officers)CEOS

/


(Cross Functional Team)

TQM

TQM(Total

Quality Management)

TQM
TQM

TQM

TQM
TQM
6

1.
TQM


TQM

TQM

2. (Daily Management)

(
ProcedureWork Instruction
ISO9001:2000)
KPIs(Key PerformanceIndicators)

3. (Policy Management)

3.1
(1)

, ,
(2)/

(3)


(4) (PolicyDeployment)
,/



3.2

3.3,
,

4. (Cross Functional
Management)

(1)Cross Functional Management Committee

(2)
(2.1)FlowChart

(2.2)FlowChart

(2.3)
(2.4)

5. (Small Group Activity)

5,QCC

TQM

TQM

6. (Top Management
Diagnosis)

TQM

TQM

1.TQM

2.TQM
3.TQM
TQM
4.TQMSteeringCommittee

, ,
TQM
5. (Consultant)
6.Road MapTQM
7.
8. TQM
9.
10. (Diagnosis)TQM
11.

 TQM

1
1.,
TQM

2.Road MapTQM
3.
TQM
4.
5.
6.
7.



1.
TQM

2.

3.
4.

5.
6.



1.
2.
3.
4.
5. TQM

TQM
TQM

TQM
TQM TQM

TQM
(Open Book Approach)
TQM

(Key Success Factors)KSFs

KSFsTQM

1.(Knowledge and
Understanding)

TQM Dr.Deming(1993)
(There is nosubstitute for
knowledge.)TQM

TQM

TQM

2.
(Faith and Commitment)
TQM

TQM

TQM (Knowledge Society)

(Superstitious Learning)

3.(Leadership)

(Do the right
things.) (Do the things
right.)
(Role Model)

4.(Courage)



TQM

(Value)

PlaySafe

5. (System Management)
TQM

(Integrated Master Plan)

(System Thinking)

(One At A
Time)TQM
(Partial Quality Management)

TQM

TQM

(Competitive Advantage)

TQM

TQM

1.

TQM




TQM

2.

(Management By
Objectives)MBO (Reengineering)
TQM 5 Benchmarking

3.

(Synergy)

(Spread too Thin)

4.

(Kingdom
of Personal Conflict, Interest and Fear)

TQM

5.

(Fear of the Unknown)

TQMTQM

TQM
3

TQM

TQM


1.
()

2.

3.


4.

(Quality)
(Quality Management System : QMS)
(quality assurance)


(Total Quality ManagementTQM)(,2542)
Sallis (2002) TQM
TQM

TQM