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Quality

Understand the concept of total quality management (TQM) and its role in meeting customer needs, maintaining quality, and continuous improvement. Explore the characteristics of TQM and how it can be implemented in your organization and supply chain.

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Quality

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Presentation Transcript

  1. Quality Definitions: The totality of features and characteristics of a product or service that bear upon its ability to satisfy a given need. When the experience of the customer matches their expectation. When the product or service conforms to its specification.

  2. Total Quality Management TQM is an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organisation so as to enable production and service at the most economical levels which allow for customer satisfaction.

  3. The Characteristics of TQM • Meeting the needs and expectations of customers • All parts of the organisation and supply chain are included • Culture of empowerment • There is 'no blame' • Right first time and Zero Defects • Quality assurance increased, quality control decreased. • Quality systems with clear specifications, rules and procedures • Continuous improvement - Kaizen

  4. Continuous Improvement - Kaizen Definition: Gradual and orderly, continuous improvement Philosophy: • discard conventional fixed ideas • 'how it can be done' rather than 'why it can't be done‘ • question current practice • seek improvements initially, not perfection • correct mistakes immediately • don't spend money on quality, use your wisdom. Wisdom is brought out when faced with hardship • ask 'why' often and seek the root causes of problems • ten heads are better than one • Kaizen ideas are infinite

  5. QualityTraditional approach v TQM approach

  6. Consider the adoption of TQM within your organisation and supply chain. Which aspects would be easily implemented, which would be more difficult?

  7. The Quality Guru’s Deming • PDCA cycle – plan, do, check, act • 14 points for quality Juran • Quality trilogy Feigenbaum • Staff participation Ishikawa • Quality circles Taguchi • Design quality Crosby • Zero defects & right first time • Cost difference between QA & QC Peters • 12 Traits of a Quality Revolution

  8. Other Quality Issues • ISO9000 series • MHRA / EMEA • Specifications

  9. Conformance Clear & specific Restrict supplier innovation Buyer must be expert Performance Clear indication of purpose & performance Facilitate supplier innovation Performance and conformance specifications

  10. For each situation decide which specification would be most appropriate.

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