l drew rosen ph d jonah professor the university of north carolina at wilmington n.
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L. Drew Rosen, Ph.D., JONAH Professor The University of North Carolina at Wilmington. Total Quality management Business or b.s. What is Quality?. The quality of service is defined by the customer’s “perception” of both the quality of the product and the service providing it.

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l drew rosen ph d jonah professor the university of north carolina at wilmington
L. Drew Rosen, Ph.D., JONAH

Professor

The University of North Carolina at Wilmington

Total Quality managementBusiness or b.s.

what is quality
What is Quality?
  • The quality of service is defined by the customer’s “perception” of both the quality of the product and the service providing it.
what is total quality management
What is Total Quality Management?
  • Total
    • Made up of the whole
  • Quality
    • Degree of excellence a product or service provides
  • Management
    • Act, art, or manner of handling, controlling, directing, etc.
what is quality1
What is Quality?
  • You only need to ask 4 questions to determine if quality customer service is being provided:
    • What is your service, product, or process?
    • Who are your customers?
    • What do they expect?
    • Are you delivering to those expectations?
  • Total Quality is meeting the customer’s expectations by doing the right thing right the first time.
slide5
Data
  • “In God we trust, others must have data.”
    • Decisions are based on fact and data, not management’s hunch or intuition.
    • Identify specific problems and isolate the magnitude of waste.
    • Target solutions on “root” causes.
    • Measure progress/improvement with Statistical Process Control (SPC).
slide6
Data
  • “Quality must be transformed from meaning ‘more and better of everything’ to ‘searching relentlessly for means of improvement that reduce costs while maintaining or enhancing quality’…”
    • Enhancing Quality in an Era of Resource Restraints, The University of Michigan
process concepts
Process Concepts
  • 94% of the problems are in the process; 6% are with the workers.
  • Workers are responsible for doing the work within the system; Managers are responsible for improving the system.
  • Workers know where to find the problems and the solutions.
  • Teams of employees can improve processes to solve problems.
    • W. Edwards Deming
employee involvement
Employee Involvement
  • All employees, no matter what they do or where they work, have ideas about how to do their work more productively.
  • Employees represent a source of knowledge and creativity which we often fail to utilize.
  • The people closest to the problems often have the best ideas on how to make improvements.
employee involvement1
Employee Involvement
  • Most employees are willing, even eager, to share their ideas.
  • People involved in making the decisions are more committed to implementing those decisions.
  • Management does not have all the answers.
    • Adapted from Xerox Corporation
customer
Customer
  • Whoever receives your services
total quality defined
Total Quality Defined
  • “A structured system for creating organization-wide participation in the planning and implementation of a continuous improvement process that exceeds the needs of the customer/client.”
key elements of total quality
Key Elements of Total Quality
  • Culture Change
  • Top level management commitment and involvement
  • Continuous incremental improvement
  • Focus on processes
  • Employee involvement
  • Customer driven
  • Structured analysis
  • Decisions base on fact and data
old beliefs that get in the way
Old Beliefs That Get In The Way

CUSTOMER

CEO

YOU

YOU

CEO

The purpose of business is to make a profit

Quality costs too much

Employees are costs

You work for you boss

CUSTOMER

if 99 9 is good enough then
If 99.9% Is Good Enough, Then…
  • 12 newborns will be given to the wrong parents daily.
  • 114,500 mismatched pairs of shoes will be shipped per year.
  • 18,322 pieces of mail will be mishandled per hour.
  • 2,000,000 documents will be lost by the IRS this year.
  • 2.5 million books will be shipped with the wrong cover.
if 99 9 is good enough then1
If 99.9% Is Good Enough, Then…
  • 2 planes landing at Chicago’s O’Hare airport will be unsafe every day.
  • 315 entries in Webster’s dictionary will be misspelled.
  • 20,000 incorrect drug prescriptions will be written this year.
  • 880,000 credit cards in circulation will turn out to have incorrect cardholder information on their magnetic strips.
if 99 9 is good enough then2
If 99.9% Is Good Enough, Then…
  • 103,260 income tax returns will be processed incorrectly during the year.
  • 5.5 million cases of soft drinks produced will be flat.
  • 291 pacemaker operations will be preformed incorrectly.
  • 3,056 copies of tomorrow’s Wall Street Journal will be missing one of three sections.