TQM : Total Quality Management

TQM
TQM 2 W.Edwards
Deming
TQM
1940
Juran , Feigenbaum Deming 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
1987
Malcolm Baldrigre
Award
TQM

Kaizen
TQM

TQM

TQM TQC (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
cycle
W.Edwards Deming

TQM
M (Management) :

(vision) (mission statement) (strategic
management) (leadership)
(continuous quality improvement)
TQM

"" " (definition)" TQM

Feigenbaum, Arman V.
"TQM


"
Costello, Robert
"TQM
TQM



"
Department of Defense
"TQM




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

" PDCA"
" "
"
" "
JIS Z 8101 (Quality Control Terminology)
" TQC




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.
"TQM


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.
"TQM

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TQM
TQM (Total Quality
Management)
TQM
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TQM 6

1.
TQM
TQM

TQM

2. (Daily Management)



( Procedure Work Instruction
ISO9001:2000 ) KPIs
(Key Performance Indicators)

3. (Policy Management)
3.1
(1)

, ,
(2) /

(3)


(4) (Policy Deployment) , /


3.2

3.3 ,
,

4. (Cross Functional Management)






(1) Cross Functional Management
Committee
(2)
(2.1) Flow Chart
(2.2) Flow Chart
(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. TQM Steering Committee
, , TQM
5. (Consultant)
6. Road Map TQM
7.
8. TQM
9.
10. (Diagnosis) TQM
11.

TQM
TQM TQM
TQM
(Open Book Approach) TQM


(Key Success
Factors) KSFs KSFs TQM

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)
Play
Safe



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)
TQM TQM

 TQM
3


TQM