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Chapter 5   -  Total Quality   Management Mudassar Salman
Learning Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What is TQM? ,[object Object],[object Object]
Defining Quality – 5 Ways ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Manufacturing Quality vs. Service Quality ,[object Object],[object Object],[object Object],[object Object]
Dimensions of Quality for Manufacturing vs. Service Organizations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality in Practice ,[object Object],[object Object],[object Object],[object Object],[object Object]
Cost of Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cost of Defects
The Evolution of TQM ,[object Object],[object Object],[object Object],[object Object],[object Object]
Evolution of TQM – New Focus
Quality Gurus ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality Gurus – contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality Gurus – contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Traditional view of the cost of conformance
Taguchi view of the cost of non-conformance – The Taguchi loss function
TQM Philosophy – What’s Different? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TQM Philosophy– What’s Different? ( continued ) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Four Dimensions of Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cost of Quality – 4 Categories ,[object Object],[object Object]
Ways of Improving Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PDSA Details ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PDSA  (continued) ,[object Object],[object Object]
Quality Function Deployment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
QFD – Contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
QFD – Contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
QFD – Contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
QFD Details ,[object Object],Voice of the engineer Voice  of the  customer Customer-based benchmarks
QFD - House of Quality ,[object Object],Trade-offs Targets Technical Benchmarks
Seven Problem Solving Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cause-and-Effect Diagrams ,[object Object],[object Object]
A general cause-and-effect diagram
Flowcharts ,[object Object],[object Object]
Checklist ,[object Object]
Control Charts ,[object Object],[object Object]
Scatter Diagrams ,[object Object],[object Object]
Pareto Analysis ,[object Object],[object Object],[object Object],[object Object]
Histograms ,[object Object],[object Object],[object Object]
Reliability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Reliability – contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Process Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality Awards and Standards ,[object Object],[object Object],[object Object],[object Object]
MBNQA- What Is It? ,[object Object],[object Object],[object Object],[object Object],[object Object]
MBNQA Criterion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Deming Prize ,[object Object],[object Object],[object Object],[object Object]
ISO Standards ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why TQM Efforts Fail ,[object Object],[object Object],[object Object]
Chapter 5 Highlights ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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