18 whats the goal of tqm do the right things right

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Unformatted text preview: , resulting in high quality products and services. 18 What’s the goal of TQM? “Do the right things right the first time, right the every time.” Why TQM? Ford Ford Motor Company had operating losses of $3.3 billion between 1980 and 1982. Xerox Xerox market share dropped from 93% in 1971 to 40% in 1981. Attention Attention to quality was seen as a way to combat the competition. 19 TQM: Losing Popularity? For For many companies, the term TQM is associated with corporate programs (mid 1980s ~ early 1990s) aimed at implementing employee teams and statistical process control. Unfortunately, Unfortunately, many companies were dissatisfied with the perceived results of these programs, concluding TQM does not work. Question: Why were they dissatisfied? Were they justified? Productivity and TQM Traditional Traditional view: Quality Quality cannot be improved without significant losses in productivity. TQM TQM view: Improved Improved quality leads to improved productivity. 20 The three aspects of TQM Counting Customers Culture Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems Quality for the customer as a driving force and central concern. Shared values and beliefs, expressed by leaders, that define and support quality. Continuous Improvement versus Traditional Approach Traditional Approach Continuous Improvement MarketMarket-share focus Individuals Individuals Focus Focus on ‘who” and “why” ShortShort-term focus Status Status quo focus Product Product focus Innovation Innovation Fire Fire fighting Customer Customer focus CrossCross-functional teams Focus Focus on “what” and “how” LongLong-term focus Continuous Continuous improvement Process Process improvement focus Incremental Incremental improvements Problem Problem solving 21 The TQM System Continuous Improvement Objective Principles Elements Customer Focus Process Improvement Total Involvement Leadership Education and Training Supportive structure Communications Reward and recognition Measurement Quality Systems and Standards 22 Quality Systems and Standards Six Sigma Use Use of statistics & other analytical tools has grown steadily for over 80 years Statistical Statistical quality control (origins in 1920, explosive growth during WW II, 1950s) Operations Operations research (1940s) FDA, FDA, EPA in the 1970’s TQM TQM (Total Quality Management) movement in the 1980’s Reengineering Reengineering of business processes (late 19...
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