Chapter 1 TQM
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. What would you like to do?
What are quality and personal values
Personal initiative has a positive impact on business success, Quality‐focused individuals often exceed customer expectations, Quality begins with personal attitudes, Attitudes can be changed through awareness and effort
What is Competitive Advantage?
Driven by customer wants and needs, significant contribution to business success, durable and lasting, basis for further improvement,provides direction and motivation
What are Quality in Business Support Functions
Finance and Accounting, Legal Services and Quality Assurance
What are the Components of Service Quality
What are the differences between Service and Manufacturing?
Customer needs and performance standards are more difficult to identify and measure, Customer needs and performance standards are more difficult to identify and measure, Output is intangible, Services are produced and consumed simultaneously, Customers are often involved in actual process, Services are more labor‐intensive than manufacturing, Services handle large numbers of transactions
define Quality in Services
Service is defined as “any primary or complementary activity that does not directly produce a physical product – that is, the non‐goods part of the transaction between buyer (customer) and seller(provider).”
Define Quality in Installation and Service
Service after the sale is one of the most important factors in establishing customer perception of quality and customer loyalty.
Define Quality in Finished GoodsInspection and Testing
The purposes of final product inspectionare to judge the quality of manufacturing,to discover and help to resolve productionproblems that may arise, and to ensurethat no defective items reach the customer.
Define Quality in Process Design
Manufacturing processes must be capable of producing output that meets specifications consistently.
Define Quality in Manufacturing and Assembly
Both technology and people are essential to high quality manufacturing
Define Quality in Production Planning and Selling
Poor quality often results from time pressures caused by insufficient planning and scheduling
Define Quality in Purchasing
not responsible for low cost procurement, but should maintain a clear focus on the quality of purchased goods and materials
Define Product design
develop technical specifications for products and production processes to meet the requirements determined by the marketing function
Define Quality in Marketing
are responsible for determining the needs and expectations of consumers
What are the contemporary influences on quality? 8 of them
Global Responsibility, Consumer Awareness, Globalization, Increasing Rate of Change, Workforce of the future, Aging Population, 21 Century Quality, Innovation
Define Internal Customer
Anyone who receives goods or services from someone else within an organization
Define External customer
Business to business
Ultimate buyers of goods and services
What are the three types of customers
Consumer, Internal and External
Define Customer Perspective
meeting or exceeding customer expectations
Define Manufacturing Perspective
conformance to specifications
Define User Perspective
Fitness for intended use
Define Product Perspective
quantities of product attributes
Define Transcendent Perspective
Motorolla was a pioneer in what?
Reduction of defects and cycle times
Who led the US quality revolution and when?
Motorola and 1980's
No quality = no sales
No sales = ?
No profit = ?
Profit and Jobs
Quality can provide an organization with what?
A competitive edge
What does quality provide?
the voice of the customer critical to developing innovative products and services
Quality is uniquely positioned to what?
accelerate organizational growth through better execution and alignment
What would you like to do?
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