TOTAL QUALITY

MANAGEMENT
CUSTOMERSATISFACTION
:
A. Service Quality
B. Customer Retention
CUSTOMER COMPLAINTS:
1. Every single complaint should be accepted.
2. Focus on employee satisfaction as customer
satisfaction
3. Measuring the improvement in customer
satisfaction is a MUST.
4. More than half of the dissatisfied customer
will buy again(if their complaint is heard and
resolved)
CUSTOMER RETENTION:
1. Retaining the customer with the
business.
2. Determines what truly is important
to the customer
3. Employee retention has a significant
impact on high retention of customers.
Five Basic Ways to Improve the
Process:
1. Reduce resources
2. Reduce errors
3. Meet or exceed the expectations of customers
4. Make the Process Safer
5. Make the Process More Satisfying to the person
doing it.
Concept to be Followed To Achieve
Continuous Improvement Process:
A. JURAN TRILOGY (Key Elements)

1. Quality Planning
2. Quality Control
3. Quality Improvement
B. PDSA CYCLE(Plan Do-Study-Act)*
7Phases of Problems Solving Method
1. Identify the Opportunity
2. Analyze the current process
3. Develop the optimal solution
4. Implement changes
5. Study the result
6. Standardized the solution
7. Plan for the future
C. 5’S HOUSEKEEPING (Japanese)

1. SEIRI- Cleaning unnecessary items

2. SEITON- Arranging necessary items
3. SEISO- Sweeping work place and dust in
machines
4. SEIKESU- Standardize Cleanliness
5. SHITSUKE- Discipline to practice the
above 4’S continuously.
SUPPLIER PARTNERSHIP
1. Partnering – Based on the trust, dedication to
common goals and objectives, understanding of
each others expectation and values.(Benefits)
A. Improved Quality
B. Increased Efficiency
C. Lower Cost
D. Innovation
E. Continuous Improvement of prod/ services
3 ELEMENTS TO A PARTNERING
RELATIONSHIP
1. Long term commitment- investing on new
equipment
2. Trust- Sharing of information and maintain
confidential matters.
3. Shared Vision – Shared goals and
objectives( mutual strategic planning)
SUPPLIER SELECTION

1. Availability
2. Cost
3. Delivery
4. Quality
5. Safety
STRATEGY- Measured by Quality Council
1. Quality – Reduction in poor quality costs
2. Cost- Increase in inventory, material
management
3. Flexibility- Reduction in cycle time- batch, size,
etc.
4. Reliability – Process capability improvement
5. Innovation- increase in new product
development, patents, etc.
SEAT WORK/ ACTIVITY
A. Questions to answer