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TQM is an integrated effort designed to improve quality performance at every level of the organization. Customer-defined quality is the meaning of quality as defined by the customer.

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Total Quality Management

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conformance to specifications, fitness for use, value for price paid, support services, psychological criteria

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Quality

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measures how well a product or service meets the targets and tolerances determined by its designers.

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Conformance to specifications

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evaluates performance for intended use.

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Fitness for use

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evaluation of usefulness vs. price paid.

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Value for Price Paid

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quality of support after sale.

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Support services

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ambiance, prestige, friendly staff.

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Psychological criteria

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conformance to specifications, performance, reliability, features, durability, serviceability

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Manufacturing quality

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which is the degree to which a product characteristic meets preset standards.

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Conformance to specifications

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such as acceleration of a vehicle.

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Performance

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that the product will function as expected without failure.

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Reliability

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the extras that are included beyond the basic characteristics.

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Features

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the expected operational life of the product.

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Durability

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how readily a product can be repaired.

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Serviceability

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intangible factors, consistency,responsiveness to cusomer needs, courtesy/friendliness, timeliness/promptness, atmosphere

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Service Quality

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makes defining quality difficult.

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Intangible factors

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the degree to which the service is the same each time.

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Consistency

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needs attentive to needs and complaints.

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Responsiveness to customer needs

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of staff.

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Courtesy/friendliness

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in resolving complaints.

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Timeliness/promptness

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environmental setting.

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Atmosphere

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is less costly *maybe by a factor of 10

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Early detection

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costs necessary for achieving high quality.

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Quality control costs

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are costs of preparing and implementing a quality plan or preventing poor quality from occurring.

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Prevention costs

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are costs of testing, evaluating, and inspecting quality or of uncovering defects.

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Appraisal costs

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cost consequences of poor quality.

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Quality failure costs

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are costs of scrap, rework, and material losses or from discovering poor product quality before the product reaches the customer.

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Internal failure costs

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are costs of failure at customer site, including returns, repairs, and recalls or that is associated with quality problems that occur at the customer site.

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External failure costs

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stressed management's responsibility for quality; developed "14 points" to guide companies in quality improvement. 80% of the problems are identified in the process area. The "father of quality control."

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W. Edwards Deming

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coined the phrase "quality is free"; introduced concept of zero defects. Developed the phrase "do it right the first time", and the notion of zero defects, arguing that no amount of defect should be considered acceptable.

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Phillip B. Crosby

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Customer focus, continuous improvement, employee empowerment, use of quality tools, product design, process management, and managing supplier quality

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TQM Philosophy (focus/concepts)

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is the goal to identify and meet customer needs.

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Customer focus

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is a philosophy of never-ending improvement.

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Continuous improvement

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is the concept that employees are expect to seek out, identify, and correct quality problems.

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Employee empowerment

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is ongoing employee training in the use of quality tools.

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Quality tools

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is when products need to be designed to meet customer expectations.

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Product design

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is when quality should be built into the process; sources of quality problems should be identified and corrected. Intermittent/Repetitive.

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Process management

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is when quality concepts must extend to a company's suppliers.

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Managing supplier quality

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cycle is a diagram that describes the activities that need to be performed to incorporate continuous improvement into the operation.

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Deming Wheel (PDSA)

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managers must evaluate the current process and make plans based on any problems they find.

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Plan

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implementing the plan.

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Do

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study the data collected in the do phase.

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Study

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act on the basis of the results from the first three phases.

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Act

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stresses that quality is an organizational effort.

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Team approach

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is a team of volunteer production employees and their supervisors

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Quality circle

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is a chart that identifies potential causes of particular quality problems.

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Cause-and-effect (fishbone) diagram

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is a schematic of the sequence of steps involved in an operation or process.

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Flowchart

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is a list of common defects and the number of observed occurrences of those defects.

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Checklist

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are used to evaluate whether a process is operating within set expectations.

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Control charts

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are graphs that show how two variables are related to each other.

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Scatter diagram

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is a technique used to identify quality problems based on their degree of importance. 80/20 Rule 80% of your problems are caused by 20% of your problems.

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Pareto analysis

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is a chart that shows the frequency distribution of observed values of a variable.

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Histogram

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is a tool used to translate the preferences of the customer into specific technical requirements.

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Quality function deployment (QFD)

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we need to survey our customers to find out specifically what they want in a product.

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Customer requirements

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an evaluation of how the product compares to those of competitors.

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Competitive evaluation

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technical measures.

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Product characteristics

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the strength of the relationship between customer requirements and product characteristics.

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The relationship matrix

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shows how each product characteristic is related to the others and thus allows us to see what trade-offs we need to make.

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The trade-off matrix

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evaluate competitors'' products relative to the specific product characteristic and to set targets for our own product.

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Setting targets

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is the probability that a product, service, or part will perform as intended. No product is 100% certain to function properly. Reliability of a system is the product of component reliabilities.

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Reliability

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is a set of international quality standards and a certification demonstrating that companies have met all the standards specified.

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ISO 9000 Standards

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is a set of international standards and a certification focusing on a company's environmental responsibility.

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ISO 14000 Standards

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