Chapter 3 Total Quality Management - Total Quality in Organizations
Download as PPT, PDF14 likes5,422 views
This document discusses total quality in organizations. It covers key topics like systems thinking, manufacturing systems, quality in different business areas like marketing and product design, and critical differences between quality in services and manufacturing. The main ideas are that a systems perspective acknowledges interactions between subsystems, every manager is responsible for quality in their area, and quality is important not just in manufacturing but also in services, healthcare, education and more.
Chapter 3 Total Quality Management - Total Quality in Organizations
- 1. 11 Chapter 3Chapter 3 Total Quality inTotal Quality in OrganizationsOrganizations Dr. John V. PaduaDr. John V. Padua The Management & Control of Quality, 7e
- 2. Learning ObjectivesLearning Objectives 22 At the end of this session, the students are all expected to understand the following: • The Systems and its importance • Manufacturing Systems • Quality in Different Areas • Critical Quality Differences in Service and Manufacturing
- 3. Key IdeaKey Idea As consumer expectations have risen, a focus on quality has permeated other key sectors of the economy, most notably health care, education, not-for-profits, and government. 33
- 4. SystemsSystems AA systemsystem is a set of functions or activitiesis a set of functions or activities within an organization that work together forwithin an organization that work together for the aim of the organization.the aim of the organization. Subsystems of an organization are linkedSubsystems of an organization are linked together as internal customers andtogether as internal customers and suppliers.suppliers. A systems perspective acknowledges theA systems perspective acknowledges the importance of the interactions ofimportance of the interactions of subsystems, not the actions of themsubsystems, not the actions of them individually.individually. 44
- 5. 55 Manufacturing SystemsManufacturing Systems (1 of 2)(1 of 2) Marketing and salesMarketing and sales Product design and engineeringProduct design and engineering Purchasing and receivingPurchasing and receiving Production planning andProduction planning and schedulingscheduling Manufacturing and assemblyManufacturing and assembly Tool engineeringTool engineering
- 6. 66 Manufacturing SystemsManufacturing Systems (2 of(2 of 2)2) Industrial engineering and processIndustrial engineering and process designdesign Finished goods inspection and testFinished goods inspection and test Packaging, shipping, andPackaging, shipping, and warehousingwarehousing Installation and serviceInstallation and service
- 7. Key IdeaKey Idea Traditional quality assurance systems in manufacturing focus primarily on technical issues such as equipment reliability, inspection, defect measurement, and process control. 77
- 8. Quality in MarketingQuality in Marketing Marketing and sales personnel are responsible for determining the needs and expectations of consumers. 88
- 9. Quality in ProductQuality in Product DesignDesign Product design and engineering functions develop technical specifications for products and production processes to meet the requirements determined by the marketing function. 99
- 10. Quality in PurchasingQuality in Purchasing A purchasing agent should not simply be responsible for low-cost procurement, but should maintain a clear focus on the quality of purchased goods and materials. 1010
- 11. Quality in ProductionQuality in Production Planning & SchedulingPlanning & Scheduling Poor quality often results from time pressures caused by insufficient planning and scheduling. 1111
- 12. Quality in ManufacturingQuality in Manufacturing and Assemblyand Assembly Both technology and people are essential to high-quality manufacturing. 1212
- 13. Quality in ProcessQuality in Process DesignDesign Manufacturing processes must be capable of producing output that meets specifications consistently. 1313
- 14. Quality in Finished GoodsQuality in Finished Goods Inspection and TestingInspection and Testing The purposes of final product inspection are to judge the quality of manufacturing, to discover and help to resolve production problems that may arise, and to ensure that no defective items reach the customer. 1414
- 15. Quality in Installation andQuality in Installation and ServiceService Service after the sale is one of the most important factors in establishing customer perception of quality and customer loyalty. 1515
- 16. 1616 Quality in BusinessQuality in Business Support Functions forSupport Functions for ManufacturingManufacturing Finance and accountingFinance and accounting Quality assuranceQuality assurance Legal servicesLegal services
- 17. Key IdeaKey Idea Every manager is responsible for studying and improving the quality of the process for which he or she is responsible; thus, every manager is a quality manager. 1717
- 18. 1818 Quality in ServicesQuality in Services ServiceService is defined as “any primary oris defined as “any primary or complementary activity that does notcomplementary activity that does not directly produce a physical product –directly produce a physical product – that is, the non-goods part of thethat is, the non-goods part of the transaction between buyer (customer)transaction between buyer (customer) and seller (provider).”and seller (provider).”
- 19. Key IdeaKey Idea The American Management Association estimates that the average company loses as many as 35 percent of its customers each year, and that about two- thirds of these are lost because of poor customer service. 1919
- 20. 2020 Critical Differences BetweenCritical Differences Between Service and ManufacturingService and Manufacturing (1 of(1 of 2)2) Customer needs and performanceCustomer needs and performance standards are more difficult tostandards are more difficult to identify and measureidentify and measure Services requires a higher degree ofServices requires a higher degree of customizationcustomization Output is intangibleOutput is intangible
- 21. Critical Differences BetweenCritical Differences Between Service and ManufacturingService and Manufacturing (2 of(2 of 2)2) Services are produced and consumedServices are produced and consumed simultaneouslysimultaneously Customers are often involved in actualCustomers are often involved in actual processprocess Services are more labor-intensive thanServices are more labor-intensive than manufacturingmanufacturing Services handle large numbers ofServices handle large numbers of transactionstransactions 2121