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