TQM/QUALITY AWARDSOverview • The three fundamental concepts • The three strong forces • The three critical processes • The evolution of total quality • National and International Quality Awards
Three Fundamental Concepts of TQM • Customer focus: internal and external customers • Continuous improvement: in manufacturing and service organizations • The value of every associate: contributions of every individual, self-directing work teams, and improvement teams.
Three Strong Forces • Alignment: clear vision, clear definitions of objectives, translation of key objectives throughout the organization • Linkage: linking activities across all functions and departments, reengineering • Replication: apply similar problem solving methodology to achieve the same results
Three Critical Processes • Quality Planning Process: establish project, identify customers, discover customer needs, develop product, develop process, develop control/transfer to operations, Measure (graph on p. 96) • Quality Control (the Juran Trilogy, p.97) • Quality Improvement Process (long standing performance levels)
The Evolution of TQM • Product quality (1892 to present) • Product process quality (1924 to present) • Service quality (1960 to present) • Service quality process (1980 to present) • Business planning (1990 to present)
Malcolm Baldrige National Quality Award (1987) Criteria • Leadership (120 points) • Strategic planning (85 points) • Customer and market focus (85 points) • Information and analysis (90 points) • Human resource focus (85 points) • Process management (85 points) • Business results (450 points)
The European Quality Award (1997) • Leadership (100 points) • People management (90 points) • Policy and strategy (80 points) • Resources (90 points) • Processes (140 points) • People satisfaction (90 points) • Customer satisfaction (200 points) • Impact on society (60 points) • Business results (150 points)
Deming Application Prize (1951) • First-level categories: policy, organization and its management, education and dissemination, quality information management, analysis, standardization, control, quality assurance, results, planning • Second-level categories(examples of policy elements): management and quality policies, policy generation, consistency of policies, use of statistical methods, policy transmission/diffusion, review of policies and results, relationship between policies and plans.
Six Sigma Quality(DMAIC) Handouts will be provided by the guest speaker