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Unformatted text preview: rue and substitute ultimately
determines customer satisfaction. Advocate
Advocate of the use of the 7 tools (e.g., cause-and-effect
Advanced the use of quality circles (worker quality teams).
Respect for humanity as a management philosophy - full
CrossCross-functional management. Genichi Taguchi
Taguchi methods emphasize consistency of performance
and reduced variation
Quality loss function (deviation from target is a loss to
Parameter design (robust engineering) which is an
application of Design of Experiments.
Identify key variables
Reduce variation on the important variables
Open up tolerances on unimportant variables 16 The Quality Hierarchy
Management Incorporates QA/QC activities
into company-wide system
at satisfying the customer Quality Assurance Actions to insure products or
services conform to company
SPC Quality Control
Detection SQC Inspection Operational techniques to make
inspection more efficient and to
reduce the costs of quality.
Inspect products Total Quality Management (TQM)
Started in the early 1980s, Deming/Juran
philosophy as the focal point
Emphasis on widespread training, quality
Training often turned over to HR function
Not enough emphasis on quality control and
improvement tools, poor follow-through, no
followproject-byproject-by-project implementation strategy 17 TQM
Total - Made up of the whole
Quality - degree of excellence a product or service
Management - Act, art or manner of planning,
Therefore, TQM is the art of managing the whole to
achieve excellence. What does TQM mean?
Total Quality Management means that the organization's
culture is defined by and supports the constant
attainment of customer satisfaction through an
integrated system of tools, techniques, and training.
This involves the continuous improvement of
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This document was uploaded on 03/25/2014.
- Spring '14