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Chapter 5 TQM

Total quality management (TQM) is an integrated effort to improve quality at all organizational levels by defining quality as meeting customer needs. Key aspects of TQM include continuous improvement, robust design, prevention of poor quality, and statistical tools to monitor processes and identify quality problems. The goal is to eliminate waste and defects through ongoing evaluation and improvement of products, services and business processes.

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Eugene Piloton
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184 views

Chapter 5 TQM

Total quality management (TQM) is an integrated effort to improve quality at all organizational levels by defining quality as meeting customer needs. Key aspects of TQM include continuous improvement, robust design, prevention of poor quality, and statistical tools to monitor processes and identify quality problems. The goal is to eliminate waste and defects through ongoing evaluation and improvement of products, services and business processes.

Uploaded by

Eugene Piloton
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Chapter 5 TQM  External failure costs

-Costs associated with quality


problems that occur at the customer
 Total quality management (TQM) site.
-An integrated effort designed to  Robust design -A
improve quality performance at every design that results in a product that can
level of the organization. perform over a wide range of
 Customer defined quality conditions.
The meaning of quality as  Taguchi loss function
defined by the customer -Costs of quality increase as a
 Conformance to specifications quadratic function as conformance
-How well a product or service values move away from the target
meets the targets and tolerances  Continuous improvement
determined by its designers - A philosophy of neverending
 Fitness for use improvement.
- A definition of quality that evaluates  Kaizen A
how well the product performs for its -Japanese term that describes
intended use. the notion of a company continually
 Value for price paid striving to be better through learning
-Quality defined in terms of and problem solving.
product or service usefulness for the  Plan–do–study–act (PDSA) cycle
price paid. -A diagram that describes the
 Support services activities that need to be performed to
- Quality defined in terms of the incorporate continuous improvement
support provided after the product or into the operation
service is purchased.  Benchmarking -
 Psychological criteria Studying the business practices of other
-A way of defining quality that companies for purposes of comparison.
focuses on judgmental evaluations of  Quality circle
what constitutes product or service -A team of volunteer
excellence. production employees and their
 Prevention costs supervisors who meet regularly to solve
-Costs incurred in the process of quality problems.
preventing poor quality from occurring.  Cause-and-effect diagram
 Appraisal costs -A chart that identifies potential
-Costs incurred in the process of causes of particular quality problems.
uncovering defects.  Flowchart
 Internal failure costs -A schematic of the sequence of
-Costs associated with steps involved in an operation or
discovering poor product quality before process.
the product reaches the customer.

 Checklist
-A list of common defects and
the number of observed occurrences of
these defects
 Control charts -Charts
used to evaluate whether a process is
operating within set expectations.
 Scatter diagrams
-Graphs that show how two
variables are related to each other.
 Pareto analysis
-A technique used to identify
quality problems based on their degree
of importance.
 Histogram
-A chart that shows the
frequency distribution of observed
values of a variable
 Quality function deployment (QFD)
-A tool used to translate the
preferences of the customer into
specific technical requirements.
 Reliability
-The probability that a product,
service, or part will perform as intended
 Quality at the source
-The belief that it is best to
uncover the source of quality problems
and eliminate it.
 Deming Prize
-A Japanese award given to
companies to recognize efforts in
quality improvement.
 ISO 9000
-A set of international quality
standards and a certification
demonstrating that companies have
met all the standards specified.
 ISO 14000
-A set of international standards
and a certification focusing on a
company’s environmental
responsibility.

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