TQMQUALITY AWARDS Overview

1
TQM/QUALITY AWARDSOverview

• The three fundamental concepts
• The three strong forces
• The three critical processes
• The evolution of total quality
• National and International Quality Awards

2
Three Fundamental Concepts of TQM

• Customer focus internal and external customers
• Continuous improvement in manufacturing and
  service organizations
• The value of every associate contributions of
  every individual, self-directing work teams, and
  improvement teams.

3
Three Strong Forces

• Alignment clear vision, clear definitions of
  objectives, translation of key objectives
  throughout the organization
• Linkage linking activities across all functions
  and departments, reengineering
• Replication apply similar problem solving
  methodology to achieve the same results

4
Three Critical Processes

• Quality Planning Process establish project,
  identify customers, discover customer needs,
  develop product, develop process, develop
  control/transfer to operations, Measure (graph on
  p. 96)
• Quality Control (the Juran Trilogy, p.97)
• Quality Improvement Process (long standing
  performance levels)

5
The Evolution of TQM

• Product quality (1892 to present)
• Product process quality (1924 to present)
• Service quality (1960 to present)
• Service quality process (1980 to present)
• Business planning (1990 to present)

6
Malcolm Baldrige National Quality Award (1987)
Criteria

• Leadership (120 points)
• Strategic planning (85 points)
• Customer and market focus (85 points)
• Information and analysis (90 points)
• Human resource focus (85 points)
• Process management (85 points)
• Business results (450 points)

7
The European Quality Award (1997)

• Leadership (100 points)
• People management (90 points)
• Policy and strategy (80 points)
• Resources (90 points)
• Processes (140 points)
• People satisfaction (90 points)
• Customer satisfaction (200 points)
• Impact on society (60 points)
• Business results (150 points)

8
Deming Application Prize (1951)

• First-level categories policy, organization and
  its management, education and dissemination,
  quality information management, analysis,
  standardization, control, quality assurance,
  results, planning
• Second-level categories (examples of policy
  elements) management and quality policies,
  policy generation, consistency of policies, use
  of statistical methods, policy transmission/diffus
  ion, review of policies and results,
  relationship between policies and plans.

9
Six Sigma Quality(DMAIC)

• Handouts will be provided by the guest speaker