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qc02 Total Quality Management PDF
qc02 Total Quality Management PDF
Intro_tqmshari.fkm.utm 1
Chap2_Total Quality Management
TQM
Intro_tqmshari.fkm.utm 2
Chap2_Total Quality Management
TQM
Principles Tools
and and
Practices Techniques
Continuous
Improvement Experimental Total
Design Productive
Intro_tqmshari.fkm.utm 3
Chap2_Total Quality Management
1. Leadership
2. Customer Satisfaction
3. Employee Involvement
4. Continuous Process Improvement
5. Supplier Partnership
6. Performance Measures
(All these present an excellent way to run a business)
Intro_tqmshari.fkm.utm 4
Chap2_Total Quality Management
Criteria 1
Leadership
Intro_tqmshari.fkm.utm 5
Chap2_Total Quality Management
Intro_tqmshari.fkm.utm 6
Chap2_Total Quality Management
Implementation Process
Intro_tqmshari.fkm.utm 7
Chap2_Total Quality Management
Criteria 2
Customer Satisfaction
Intro_tqmshari.fkm.utm 8
Chap2_Total Quality Management
Customer Feedback
Intro_tqmshari.fkm.utm 9
Chap2_Total Quality Management
Warranty cards/Questionnaire
Telephone/Mail Surveys
Focus Groups
Customer Complaints
Customer Satisfaction Index
Intro_tqmshari.fkm.utm 10
Chap2_Total Quality Management
Criteria 3
Employee Involvement
Intro_tqmshari.fkm.utm 11
Chap2_Total Quality Management
Criteria 4
Continuous Process Improvement
Intro_tqmshari.fkm.utm 12
Chap2_Total Quality Management
Intro_tqmshari.fkm.utm 13
Chap2_Total Quality Management
To establish solutions
Recommended optimal solution to improve process
Create new process, combine different process, modify
existing process
Creativity (rubber pad adhesive, door trim)
Brainstorming, Delphi, Nominal Group Technique
Evaluate and testing of ideas/possible solutions
Implement changes
Intro_tqmshari.fkm.utm 14
Chap2_Total Quality Management
Intro_tqmshari.fkm.utm 15
Chap2_Total Quality Management
Criteria 5
Supplier Partnership
Intro_tqmshari.fkm.utm 16
Chap2_Total Quality Management
Criteria 6
Performance Measures
Intro_tqmshari.fkm.utm 17
Chap2_Total Quality Management
Intro_tqmshari.fkm.utm 18
Chap2_Total Quality Management
Intro_tqmshari.fkm.utm 19