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Definition: Total Quality Management. TQ may be defined as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

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Definition: Total Quality Management


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    1. Definition:Total Quality Management • TQ may be defined as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. • We often think of features when we think of the quality of a product or service; TQ is about conformance quality, not features.

    2. Total Quality Is… • Meeting Our Customer’s Requirements • Doing Things Right the First Time; Freedom from Failure (Defects) • Consistency (Reduction in Variation) • Continuous Improvement • Quality in Everything We Do

    3. A Quality Management System Is… • A belief in the employee’s ability to solve problems • A belief that people doing the work are best able to improve it • A belief that everyone is responsible for quality

    4. Elements for Success • Management Support • Mission Statement • Proper Planning • Customer and Bottom Line Focus • Measurement • Empowerment • Teamwork/Effective Meetings • Continuous Process Improvement • Dedicated Resources

    5. The Continuous Improvement Process Measurement Empowerment/ Shared Leadership Customer Satisfaction Measurement Business Results Measurement Process Improvement/ Problem Solving Team Management . . . Measurement