Poor quality equals injuries lawsuits recalls and

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Poor quality equals injuries, lawsuits, recalls, and regulations Organizations judged by how they respond to problems All stakeholders must be considered ISO 9000 series-standards for products sold in Europe ISO 14000 series-environmental standards TQM- from supplier to customer o Stresses commitment by management to have a companywide drive toward excellence in all parts of products and services that are important to the customer Seven concepts of TQM: o Continuous improvement o Six sigma o Employee empowerment o Benchmarking o JIT o Knowledge of TQM tools o QLF (not on test) Continuous improvement o Improvement of all processes all the time o Involves people, equipment, materials, procedures
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Six Sigma o Statistical definition of process that is 99.9997% capable. 3.4 defects per million opportunities o Designed to reduce defects, lower costs, and improve customer satisfaction o DMAIC Employee Empowerment o Getting employees involved in product and process improvements o Techniques- communication networks, supportive supervisors, move responsibility to employees, high-morals organization Benchmarking o Selecting best practices to use as a standard for performance Just-in-Time(JIT) o Cuts cost of quality o Improves quality o Better quality means less inventory and better JIT systems TQM tools o Diagrams, flowcharts, checklists, control charts, scatter diagrams, pareto analysis, histograms
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  • Spring '08
  • Hill
  • Management, Better, Quality management system, quality products, External costs- defects

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