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Key Elements of Quality

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					Continuous
Improvement
Key Elements of Quality
 Quality is based on customers’ perceptions
  of a product’s design and how well the
  design matches the original specifications
  (Juran)
 Quality is the ability of a product or service
  to satisfy stated or implied needs (ISO)
 Quality is achieved by conforming to
  established requirements within an
  organization (Crosby)
Total Quality Management
can be defined as:
       A management approach
          centered on quality,
 based on company-wide participation,
    and aimed at long-term success
     through customer satisfaction.
     TQM is a way of approaching
business in which every employee gets
    involved. It focuses on quality
  (the ability of a product or service
       to satisfy customer needs)
      and promotes never-ending
   improvements so that customers
     are satisfied and the company
   is competitive over the long haul.
Customer Focus
 External Customers
     An external customer is the person or
      organization who receives and pays for a
      product, service, or information.
 Internal Customers
     An employee or department within an
      organization who receives an output in the form
      of a product, service or information from
      another employee or department in the same
      organization.
Internal or External?
 Jamie buys a season pass for hiking in a
  state park.
 The head baker in a cafeteria produces
  pastry cups and passes them on to the head
  chef for filling.
Internal or External?
 John collects test data which he gives to
  Jennifer so she can write the lab report.
 Columbia Corrugated buys sheets from a
  Willamette corrugated plant and then
  converts them for sale to Columbia’s
  customers.
Continuous Improvement
    Act         Plan



  Measure        Do
Company-wide
Participation
 Each and every process contributes or
  detracts from quality and productivity.
  Logically, the people working with those
  processes are in the best position to know
  what needs improvement and to implement
  change.
Seven Basic Quality Tools
   Flowcharts/Process Maps
   Check Sheets
   Pareto Charts
   Cause-and-Effect Diagrams
   Scatter Diagrams
   Control Charts
   Histograms
      Willamette’s
Vision, Mission and Goals

				
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posted:5/8/2013
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