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การบริหารเชิงคุณภาพ ชุดที่ 2
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การบริหารเชิงคุณภาพ ชุดที่ 2

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วิชาการบริหารเชิงคุณภาพ (Total Quality Management)
สัปดาห์ที่ 2 บทที่ 1 Introduction

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การบริหารเชิงคุณภาพ ชุดที่ 2 การบริหารเชิงคุณภาพ ชุดที่ 2 Presentation Transcript

  • Total Quality Management Chapter 1: Introduction Atit Patumvan Faculty of Management and Information Sciences, Naresuan University 1
  • 2 Agenda • Definitions • Basic Approach • Gurus of TQM • TQM FrameworkAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 3 Agenda (cont.) • Awareness • Defining Quality • Obstacles • Benefits of TQMAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 4 the art of managing the whole to achieve excellenceAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 5 Total Quality Management • Total - Made up of the whole. • Quality - Degree of excellence a product or service provides • Management - Act, art, or manner of handling, controlling, directing, etc.Atit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 6 Basic Concepts of TQM • A committed and involved management to provide long-term top- to bottom. • An unwavering focus on the customer, both internally and externally. • Effective involvement and utilization of the entire work force. • Continuous improvement of the business and production process. • Treating suppliers as partners. • Establish performance measures for the processes.Atit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 7 Another way to put it • TQM is all managers leading and facilitating all contributors in everyone’s two main objectives: • total client satisfaction through quality products and services • continuous improvements to process, systems, peoples, suppliers, partners, products and servicesAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 8 TQM vs. Traditional Approach Quality Element Previous State TQM Definition Product-oriented Customer-oriented First among equals of service Priorities Second to service and cost and cost Decisions Short-term Long-term Emphasis Detection Prevention Errors Operations System Responsibility Quality control Everyone Problem Solving Managers Teams Procurement Process Life-cycle costs, partnership Manager’s Role Management AdministrativeAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 9 Guru of TQM • Walter A Shewhart • W. Edwards Deming • Josph M. Juran • Armand V. Feigenbaum • Kaoru Ishikawa • Phillip B Cosby • Genichi TaguchiAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 10 TQM Framework Tools and Gurus Techniques Principles Product or Customers and Practices Services Realization Approach: Continuous Process Improvement Measure: Performance MeasuresAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 11 Awareness Lost in market share Meet productivity or Awareness TQM Customer quality needs needsAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 12 Defining Quality Lost in market share Meet productivity or Awareness TQM Customer quality needs needs Q = P/E where Q = quality P = performance E = expectationsAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 13 The Dimensions of Quality Dimension Meaning and Example Performance Primary product characteristics Features Secondary characteristics Conformance Meeting specifications or industry standards, workmanship Reliability Consistency of performance over time, average time for the unit to fail Durability Useful life, include repair Service Resolution of problems and complaints, ease of repair Response Human-to-human interface Aesthetics Sensory characteristics Reputation Past performance and other intangiblesAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 14 Obstacle Lost in market share Meet productivity or Awareness TQM Customer quality needs needs • Lack of Management Commitment • Inability to Change Organization Culture • Improper Planning • Lack of Continuous Training and Education • Incomplete Organization Structure and Isolated Individual and Departments • In effective Measurement Techniques and Lack of Access to Data and Results • Paying Inadequate Attention to Internal and External Customer • Inadequate Use of Empowerment and Teamwork • Failure to Continually ImproveAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University
  • 15 Benefits of TQM Increase in Sales Lost in market share Meet productivity or Awareness TQM Customer quality needs needs Improve productivity and qualityAtit Patumvan, Faculty of Management and Information Sciences, Naresuan University