Presentation Transcript

1. QUALITY MANAGEMENT Philosophy & Concepts Tools and Techniques used in Total Quality management International Quality Standards and Awards Quality Management
2. Literature Quality Management for Organizational Excellence by David L.Goetsch and Stanley B.Davis Juran´s Quality Handbook by Joseph M. Juran and Joseph A De Feo Quality Management

3. Part 1Philosophy & Concepts

   Quality Management
4. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
5. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
6. Quality Quality has been defined in a number of ways. When viewed from a consumer’s perspective, it means meeting or exceeding customer expectations. …..providing him with superior value Quality Management
7. Dimensions of Quality Quality Management
8. Two Views of Quality How well the features of a product or service meet the customer need and therefore provide them with satisfaction => higher quality costs (usually) more Freedom from failures => higher quality costs (usually) less Quality Management
9. Total Quality Total quality is an approach to doing business that attempts to maximize an organization’s competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments. Quality Management
10. Managing for Quality (Juran) A set of universal methods that any organization, whether a business, an agency, a university or a hospital can use to attain superior results by designing, continuously improving and ensuring that all products, services and processes meet customer and stakeholder needs. Quality Management
11. Juran´s trilogy Designing and planning for Quality Compliance, controlling and assuring quality Improving quality Quality Management
12. Juran´s trilogy Creating processes to design goods and services to meet needs of the stakeholders (internal and external). Understand needs of customers Creating processes to control quality. Ensure compliance to design criteria Creating a systematic approach to improve continuously. Failures must be discovered and remedied. => Create functions and skills to do the things above Quality Management
13. Financial trilogy Financial planning Annual financial and operational budgets (revenues, costs and profits) Financial goals for the organization and its divisions Financial control Evaluation of actual financial performance and taking action on the differences Cost control, expense control, risk management, inventory control, etc. Financial improvement Improvement of financial results Cost reduction projects, new facilities, new product development, M &A, joint ventures, etc Quality Management
14. Quality planning Establish the project and design goals Identify the customers Discover the customer needs Develop the product or service features Develop the process features Develop the controls and transfer to operations => Customer – customer needs- product features – process features- process control features Quality Management
15. Quality planning tools Benchmarking Brainstorming Competitive analysis Control charts FMEA Flow diagram Process capability Scatter diagram Etc. Quality Management
16. Quality Control Assure Repeatable and Compliant Processes Quality Management
17. Quality Control Tools SPC (Statistical Process Control) Problem Solving methods Poka Yoke Quality Management
18. Quality Improvement Create breakthroughs in Performance Quality Management
19. Quality Improvement Tools Six Sigma RDMAIC process Recognize Define Measure Analyze Improve Control Quality Management
20. Juran´s trilogy Quality Management
21. The Total Quality Approach toQuality Management Key characteristics of the total quality approach are as follows: strategically based, customer focus, long-term commitment, teamwork, employee involvement and empowerment, continual process improvement, education and training, Quality Management
22. The Total Quality Approach toQuality Management The rationale for total quality can be found in the need to compete in the global marketplace. Countries that are competing successfully in the global marketplace are seeing their quality of living improve. Those that cannot are seeing theirs decline. Quality Management
23. The Total Quality Pioneers W. Edward Deming is best known for his Fourteen Points, the Deming Cycle Joseph M. Juranis best known for the Pareto Principle, and the Juran Trilogy. Armand V. Feigenbaumis best known for his Total Quality Control. Philip B. Crosby is best known for his Quality is Free andthe Zero Defects program Quality Management
24. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
25. Quality and Global Competitiveness Several factors can inhibit competitiveness, including those related to business and government, family, and education. In a global marketplace quality is the key to competitiveness. Total Quality approach minimizes the Cost of Quality, making products or services more competitive Quality Management
26. Costs of Quality Prevention Appraisal and inspection Internal failure External failure COPQ = Costs of Poor Quality COPQ Quality Management
27. Prevention Costs Quality Planning activities FMEA analysis Control Plans Quality training Product design Verification Quality Management
28. Appraisal and Inspection Costs Testing product Reviewing documents Inspecting equipment and supplies End of line inspection Product audits Etc. Quality Management
29. Internal Failure Costs Rework on product Scrap of non conforming product Correcting database errors Stocking extra parts to replace defective components Etc, Quality Management
30. External Failure Costs Warranty claims Product recalls Investigating complaints Quality Management
31. Direct Cost of Poor Quality (4 – 8% of Sales) Scrap Rework Warranty Customer Return Loss of Customer Loyalty Engineering change Excessive inventory Late delivery Excessive overtime Excessive employee turnover Expediting costs Indirect Cost of Poor Quality (15 – 25% of Sales) Quality Management
32. Cost of Quality Total Costs Failure Appraisal & Prevention Freedom from failures 100% Juran´s Cost of Quality Quality Management
33. Cost of Quality Cost of Quality Quality Costs Excess Quality Junk Zone Profit Zone Customer Value of Quality 100% Freedom from Failures Quality Management
34. Quality Cost as % of Sales Quality Management
35. Cost distribution as a % of total cost of Quality Quality Management
36. COPQ – car recalls USA January 30, 2013 Toyota Motor on Wednesday announced recalls involving more than 1 million vehicles in the U.S Combined, it's one of the largest recalls so far this year Most are Corollas, some are Lexus IS sedans One recall involves airbags and the other focuses on wipers Last month, Toyota agreed to pay more than $1 billion in the U.S. to settle lawsuits where vehicle owners said the value of their cars and SUVs plummeted after the company recalled millions of vehicles because of sudden-acceleration issues Quality Management
37. Investment in Quality Cost Quality Management
38. Quality and Global Competitiveness The most important key in maximizing competitiveness is the human resource. The Competitive Edge is in the Quality of the People Quality Management
39. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
40. Strategic Management Strategic management is management that bases all actions, activities, and decisions on what is most likely to ensure successful performance in the marketplace. The two major components of strategic management are strategic planning and strategic execution. Part of strategic planning is thinking creatively to eliminate “sacred cows” that work against competitiveness. Quality Management
41. Strategic planning Who are we? Where are we going? How will we get there? What do we hope to accomplish? What are our core competencies? What are our strengths and weaknesses? What are our opportunities and threats? Quality Management
42. Strategic Planning Process Step 1 SWOT Analysis (environmental assessment) Step 2 Develop the Vision Step 3 Develop the Mission Step 4 Develop the Guiding Principles Step 5 Develop the Broad Strategic Objectives Step 6 Develop the Specific Tactics (action plan) Quality Management
43. SWOT analysis SWOT analysis is defined as a structured approach to evaluating the strategic position of a business by identifying its strengths, weaknesses, opportunities and threats SWOT analysis identifies the core competencies of the organization Quality Management
44. Core competencies Core competencies are things an organization does so well they can be viewed as providing a competitive advantage. Quality Management
45. SWOT analysis Opportunities Threats => apply to External Factors Strengths Weaknesses => apply to Internal Factors Quality Management
46. SWOT analysis Quality Management
47. Vision An organization’s vision is its guiding force, the dream of what it wants to become and its reason for being. Quality Management
48. Mission An organization’s mission describes who an organization is, what it does, and where it is going. Quality Management
49. Guiding Principles An organization’s guiding principles establish the framework within which it will pursue its mission. Together, the guiding principles summarize an organization’s value system, the things it believes are most important. Quality Management
50. Broad strategic objectives An organization’s broad strategic objectives translate its mission into more specific terms that represent actual targets at which the organization aims. The objectives are more specific than the mission, but they are still broad. Quality Management
51. Action plan Well defined, finite projects and activities undertaken for the purpose of specific desired outcomes in support of the broad objectives. Quality Management
52. Strategic Management Strategies that organizations can adopt for gaining a sustainable competitive advantage are cost leadership, differentiation, and market-niche strategies. Total Quality can be the most effective cost leadership or differentiation strategy improve efficiency, cut costs continuous improvement of the product features Quality Management
53. Strategic Management Integration of Quality programs in strategic plan is important for their success This includes annual quality goals and subgoals Quality Management
54. Strategic Execution Even the best strategic plan will serve no purpose unless it is effectively executed. Progress of achieving goals is measured by: KPI´s (Key Process Indicators) Quantitative reports on performance Audits Quality Management
55. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
56. Ethics Ethics is about doing the right thing within a moral framework. The most common impediment to ethical conduct is human nature because people tend to behave according to perceived personal interest. Quality Management
57. Ethics The Total Quality approach cannot be successfully implemented in an organization that fails to subscribe to high standards of ethical behavior Quality Management
58. Ethics Many of the fundamental elements of total quality depend on trust and ethical behavior, including communication, interpersonal relations, conflict management, problem solving, teamwork, employee involvement and empowerment, and customer focus. Quality Management
59. Ethics Sarbannes – Oxley (SOX) Federal law in the US. Top management must now individually certify the accuracy of financial information. Penalties for fraudulent financial activity are much more severe Quality Management
60. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
61. Partnering Partnering means working together for mutual benefit. It involves pooling resources, sharing costs, and cooperating in ways that mutually benefit all parties involved in the partnership. Partnerships may be formed internally (among departments) and externally with suppliers, customers Quality Management
62. Partnering with suppliers 85% of the added value comes from suppliers (automotive industry) Traditional model (based on price only) Total Quality model – partnership from design to delivery Quality Management
63. Partnering with Customers The rationale for forming customer partnerships is customer satisfaction. The best way to ensure customer satisfaction is to involve customers as partners in the product development process. Doing so is, in turn, the best way to ensure competitiveness. Customer-defined quality is a fundamental aspect of total quality. Quality Management
64. Partnering with Suppliers & Customers Invisible wall Suppliers Customer End Users Suppliers Customer End Users Quality Management
65. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics & Corporate Social Responsibility Partnering and Strategic Alliances Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
66. Quality Culture One of the greatest obstacles in implementing Total Quality is the cultural behavior Why? Successful Total Quality implementation requires cultural change People do not like to change! Resisting change is natural human behavior Fear Uncertainty Loss of control More work …… Emotional transition Quality Management
67. Total Quality culture Short vs long term objectives Managers as coaches vs bosses Finger pointing vs problem solving Supplier cooperation Continuous improvement Quality Management
68. Total Quality culture Behaviour matches slogans Customer input is actively sought and used to continually improve quality Employees are both involved and empowered Work is done in teams Executive level managers are both committed and involved, responsibility for quality is NOT delegated Sufficient resources are made available where and when they are needed to ensure the continuous improvement of quality Quality Management
69. Total Quality culture Education and training are provided to ensure that employees at all levels have the knowledge and skills needed to continuously improve quality Reward and promotion systems are based on contributions to the continual improvement of quality Fellow employees are treated as internal customers Suppliers are treated as partners Quality Management
70. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
71. Customer Satisfaction( Every organization has both internal and external customers. An external customer is the one referred to in the traditional definition. An internal customer is any employee whose work depends on that of employees whose work precedes his or hers. Quality Management
72. Customer Satisfaction The Company and its processes Customer Supplier Customer & Supplier Customer & Supplier Customer & Supplier Customer & Supplier Customer & Supplier Customer & Supplier Supplier Customer Quality Management
73. Customer Satisfaction In a total quality setting, customers define quality. Therefore, customer satisfaction must be the highest priority. Customer satisfaction is achieved by producing high-quality products that meet or exceed expectations. =>It must be renewed with each purchase. Quality Management
74. Customer Satisfaction The key to establishing a customer focus is to put employees in touch with customers so that customer needs are known and understood. Once the customer needs and expectations are defined they need to be translated into product specification. One of the tools to do so is Quality Function Deployment (QFD) Quality Management
75. Quality Function Deployment (QFD) Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those requirements. The "voice of the customer" is the term to describe these stated and unstated customer needs or requirements. The voice of the customer is captured in a variety of ways: direct discussion, surveys, customer specifications, observation, warranty data, field reports, etc. Quality Management
76. Quality Function Deployment (QFD) This understanding of the customer requirements is then summarized in a product planning matrix or "house of quality". These matrices are used to translate higher level "what's" or requirements into lower level "how's" or means to satisfy the requirements Quality Management
77. QFD example - computer mouse Quality Management
78. QFD example - computer mouse Customer requirements: Easy to move Does not jam Easy to click Contoured to hand Easy to clean Quality Management
79. QFD example - computer mouse Customer requirements: Easy to move Does not jam Easy to click Contoured to hand Easy to clean Importance to customer: 8 5 4 4 2 Quality Management
80. QFD example - computer mouse Engineering Characteristics: Energy needed to move Button resistance Dismantling capabilities Easy to use Product dimensions Sealed ball Quality Management
81. QFD example - computer mouse Quality Management
82. QFD example - computer mouse A = Company A B = Company B X = Us 5 is the best Quality Management
83. QFD example - computer mouse Quality Management
84. QFD example - computer mouse Strongly positive Positive Negative Quality Management
85. QFD Matrices Quality Management
86. Kano model The Kano model is a theory of product development and customer satisfaction developed in the 80s by Professor Noriaki Kano which classifies customer preferences/expectations into following categories: Must-Be One-Dimensional Attractive Quality Management
87. Kano model Must-be / Basic Quality These attributes are taken for granted when fulfilled but result in dissatisfaction when not fulfilled. One-dimensional/ Expected Quality These attributes result in satisfaction when fulfilled and dissatisfaction when not fulfilled. These are attributes that are spoken of and ones which companies compete for. Attractive /Exciting Quality These attributes provide satisfaction when achieved fully, but do not cause dissatisfaction when not fulfilled. These are attributes that are not normally expected,. . Quality Management
88. Kano model Quality Management
89. Customer expectations vs. customer satisfaction V = R – E Value = Results - Expectations (There is no perceived value when customers expectations are only met) Karl Albrecht formula Quality Management
90. Customer expectations vs. customer satisfaction Customer expectations Actual performance Customer satisfaction Product A Product B Quality Management
91. Value Analysis / Engineering Value Analysis (VA) and Value Engineering(VE) is a systematic method to improve the "value" of goods or products and services by using an examination of function Value, as defined, is the ratio of function to cost. Value can therefore be increased by either improving the function or reducing the cost Quality Management
92. Value Analysis / Value Engineering VALUE ANALYSIS Interpreting existing design for greatest utility at least cost using or optimizing current manufacturing methods. Methodology is appliedaftercapital expenditures. “Find and Fix” - remove unnecessary cost. VALUE ENGINEERING Understanding design requirements/intent to guide new design and manufacturing methods. Methodology is appliedpriorto capital expenditure on facilities, equipment or tooling. Prevent unnecessary cost. Quality Management
93. Value, Price and Function Price MarketShare Profit Function (Value) Cost Efficiency Quality Management
94. Cost versus Price and Profit Traditional Approach: Best-In-Class Approach: COST + PROFIT = PRICE PRICE - PROFIT = COST FIXED BY THE CUSTOMER FIXED BY YOU Quality Management
95. Value ? Function ? Cost ? Function Value = --------------------- Cost Function = Things products / processes do to reliably satisfy the customer (performance, reliability, durability, appearance, etc.) Cost = All expenditures in time, people, materials, energy, .... Quality Management
96. Basic and Secondary functions Basic function Primary purpose for the product or service Secondary function Not directly accomplishing the primary function Could be supporting the primary function Could exist to meet specifications and requirements Could be a result of existing design => Almost always, every product or service has only one basic function Quality Management
97. Basic and Secondary functions Pencil Quality Management
98. Cost Drivers Materials: - complexity, uniqueness, ... - transport, packaging, ... Production method:- complexity, uniqueness, ... - labor, scrap, ... Machines / tools: - complexity, uniqueness, ... - wear, indirect labor, ... Specifications: - complexity, uniqueness, ... - unbalanced tolerances, ... Quality Management
99. VA thinking process What is the product or service in question? What functions are being performed? What does it cost to perform each function? In what other ways might we accomplish the functions? What will those alternatives cost? What is feasible? Quality Management
100. LOGISTICS LOGISTICS LOGISTICS 1 TIER SUPPLIER 1 TIER SUPPLIER Total Cost Module & Supply Chain 2 TIER SUPPLIER 2 TIER SUPPLIER YOUR COMPANY CUSTOMER 2 TIER SUPPLIER 2 TIER SUPPLIER Quality Management
101. Customer Satisfaction and Retention Quality Function Deployment (QFD) and Value Analysis/ Value Engineering (VA/VE) are two important tools to enhance Customer Satisfaction and Customer Retention Quality Management
102. Customer Satisfaction, Retention and Loyalty Measuring customer satisfaction alone is not enough. => Many customers who found a defect can be satisfied. Organizations should, in addition, measure customer retention. It costs much more to find a new customer than to retain one. Customer loyalty Quality Management
103. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
104. Employee Empowerment Empowerment means engaging employees in the thinking processes of an organization in ways that matter Empowerment means giving employees ownership of their jobs ( they are the best experts) but it does not mean that managers abdicate their responsibility or authority Division of labor between managers and workers changes with empowerment Empowerment requires a change in organizational culture (resistance to change) Quality Management
105. Employee Empowerment Best Managers for Empowerement People –Oriented Managers Balanced Managers Task –Oriented Managers Quality Management
106. Empowerement Why empowerment? it is the best way to increase creative thinking resulting in enhancing an organization’s competitiveness. it can be an outstanding motivator. Vehicles: Quality circles Kaizen groups Suggestion Boxes Etc. Quality Management
107. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
108. Leadership and Change Implementing Total Quality in an organization is in most cases a significant change The success of this change is depending on many factors but the most important one is the involvement and commitment of the Leadership! Quality Management
109. Leadership and Change Leadership is the ability to inspire people to make a total, willing, and voluntary commitment to accomplishing or exceeding organizational goals. Good leaders overcome resistance to change Good leaders are committed to both the job to be done and the people who must do it. They are good communicators and they are persuasive. Quality Management
110. Management vs. Leadership Management Coping with complexity Planning and budgeting for complexity Developing the capacity to carry out plans through organizing and staffing Ensuring the accomplishment of plans through controlling and problem solving Leadership Coping with change Setting the direction for change thtrough the creation of a vision Aligning people to work towards the vision Motivating and inspiring people to want to accomplish the plan Quality Management
111. Leadership and Change To facilitate change in a positive way, leaders: must have a clear vision and corresponding goals, exhibit a strong sense of responsibility, understand what change management is be effective communicators, have a high energy level, and have the will and ability to change have the skills to lead the change Quality Management
112. Change Management Change management is a process of systematically identifying and facilitating the implementation of new methods and systems in an ongoing organization to minimize the pain and resistance that normally comes with such change Quality Management
113. PRODUCTIVITY Renewal Acceptance / Confusion TIME Quality Management
114. Change Management Transition model of change Transition is the state that change puts people into Transition is NOT automatic (not everybody will make it) Reaction to change: Embrace immediately Take time to adopt Never accept Quality Management
115. Change Management RESISTERS OF CHANGE - Desired status quo - Potential Negative Consequences of Change ADVOCATES OF CHANGE - Desired change - Benefits of Change Quality Management
116. Change Management Resistance can occur because people fear: Loss of credibilty or reputation Lack of career or financial advancement Possible damage to relationships with boss Loss of employment Interpersonal rejection Change in job role Job transfer or demotion Quality Management
117. Change Management People will support change if they: believe the change will improve the situation expect personal gain in security, money, status had some input in the decision respect the person or people who are behind the change Quality Management
118. Change Management Force-field analysis Management technique for diagnosing situations In any situation there are both driving and restraining forces that influence any change Driving forces: tend to initiate change and keep it going Restraining forces: are acting to restrain or decrease the driving forces Quality Management
119. Change Management Driving forces examples: Pressure from supervisor Incentive earnings Competition Restraining forces examples: Apathy Hostility Poor maintenance of equipment Quality Management
120. Change Management Quality Management
121. Resists Feels angry or depressed Will not ask for help Goes back to old ways of doing things Victim Actively looks for reasons it will not work Will not see the positive side Challenges appropriateness ChangeCritic Reaction to StressADAPT FIGHT AVOID Reluctant to get involved Waits to see if another will take lead Bystander Attempts to minimize negative reactions Accepts explanations of causes and reasons Asks to help implement Nurtures others and forms relationships ChangeAgent Change Management-Reactions to change- Quality Management
122. 30 % Resistors 50 % Late Adapters Critics/Victims 20 % Innovators EarlyAdapters Bystanders Change Agents Low High Level of Resistance Change Management Quality Management
123. Change Management Perception of Advocates Improved productivity More resources available for CI Mutually beneficial business alliances More knowledgable, more highly skilled workforce Perception of Resisters Threat to job security Loss of authority Disruption of established purchasing networks Too expensive Proposed Change Automate produc- tion processes Initiate employee empowerement Establish a supplier partnership Establish and employee training and education program Quality Management
124. Change Management It is the task of the leaders to understand what happens during a change It is also their task to assure Communication Emotional support Direction and Guidance Quality Management
125. Commitment of Top Management Our feedbacks have made clear that the most influential factor in successful quality leadership has been the active participation of upper management. In fact to our knowledge, every successful quality revolution has included the active participation of upper management. We know of no exceptions. J.M.Juran Quality Management
126. Commitment of Top Management It is not enough that top management commit themselves for life to product quality and productivity. They must know what it is they are committed to – i.e. what they must do. These obligations cannot be delegated. More resolutions or approval are not enough. W.Edwards Deming Quality Management
127. Commitment of Top Management The heart of quality is not technique. It is a commitment of management to its people and product – stretching over a period of decades and lived with persistence and passion. Tom Peeters A Passion for Excellence Quality Management
128. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
129. Team Building and Teamwork A team is a group of people with a common, collective goal. The rationale for the team approach to work is that “two heads are better than one” Quality Management
130. Teamwork Quality Circles Kaizen Team oriented problem solving 8D methodology (Ford) Quality Management
131. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
132. Communication Communication Message understood Message received Quality Management
133. Effective communication Communication is the transfer of a message that is both received and understood. Effective communication is a higher order of communication. It means the message is received, understood, and being acted on in the desired manner. Communication is the oil that keeps the total quality engine running. Without it, total quality breaks down. Quality Management
134. Effective communication In Total Quality, the success of the following elements is depending on effective communication: Customer focus Leadership Decision Making Teamwork Problem solving Employee empowerment Quality Management
135. QM – Philosophy & Concepts The Total Quality Approach Quality and Global Competitiveness Strategic Management Ethics Partnering Quality Culture Customer Satisfaction Employee Empowerment Leadership and Change Teambuilding and Teamwork Effective Communication Training Quality Management
136. Training Training is an organized, systematic series of activities designed to enhance an individual’s work-related knowledge, skills, understanding, and motivation. . . Quality Management
137. Training Benefits of training Fewer production errors Increased productivity Improved quality Decreased turnover rate Improved safety and health Increased flexibility of employees Better response to change Improved communication Better teamwork Quality Management
138. Training Chinese proverb: You hear – you forget You see – you remember You do – you understand Quality Management