Lean Office - Total Quality Management Superfactory Excellence Program™ www.superfactory.com © 2005 Superfactory™.  All Ri...
Objectives <ul><li>What is Quality </li></ul><ul><li>Service Quality </li></ul><ul><li>Evolution of Quality </li></ul><ul>...
Service Quality Attributes © 2005 Superfactory™.  All Rights Reserved. Under- standing Tangibles Reliability Communication...
<ul><li>Service quality is more difficult to measure than for goods </li></ul><ul><li>Service quality perceptions depend o...
Evolution of Quality Management <ul><li>Quality Control </li></ul><ul><li>Testing and Inspection </li></ul><ul><li>Quality...
Deming’s 14 Points <ul><li>1. Create constancy of purpose </li></ul><ul><li>2. Adopt philosophy of prevention </li></ul><u...
Control Chart—collect data © 2005 Superfactory™.  All Rights Reserved. 18 12 6 3 9 15 21 24 27 2 4 6 8 10 12 14 16 Sample ...
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Office Tqm Sample

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Office Tqm Sample

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  • Office Tqm Sample

    1. 1. Lean Office - Total Quality Management Superfactory Excellence Program™ www.superfactory.com © 2005 Superfactory™. All Rights Reserved.
    2. 2. Objectives <ul><li>What is Quality </li></ul><ul><li>Service Quality </li></ul><ul><li>Evolution of Quality </li></ul><ul><li>Total Quality Management </li></ul><ul><li>Employee Involvement </li></ul><ul><li>Cost of Quality </li></ul><ul><li>Quality Awards </li></ul><ul><li>The Quality Management System </li></ul><ul><ul><li>1. Leadership </li></ul></ul><ul><ul><li>2. Strategic planning </li></ul></ul><ul><ul><li>3. Customer satisfaction </li></ul></ul><ul><ul><li>4. Performance management </li></ul></ul><ul><ul><li>5. Human resources </li></ul></ul><ul><ul><li>7. Supplier partnerships </li></ul></ul><ul><ul><li>8. Results </li></ul></ul>Operations 345© 2005 Superfactory™. All Rights Reserved.
    3. 3. Service Quality Attributes © 2005 Superfactory™. All Rights Reserved. Under- standing Tangibles Reliability Communication Credibility Security Responsiveness Competence Courtesy Access
    4. 4. <ul><li>Service quality is more difficult to measure than for goods </li></ul><ul><li>Service quality perceptions depend on </li></ul><ul><ul><li>Expectations versus reality </li></ul></ul><ul><ul><li>Process and outcome </li></ul></ul><ul><li>Types of service quality </li></ul><ul><ul><li>Normal: Routine service delivery </li></ul></ul><ul><ul><li>Exceptional: How problems are handled </li></ul></ul>TQM In Services © 2005 Superfactory™. All Rights Reserved.
    5. 5. Evolution of Quality Management <ul><li>Quality Control </li></ul><ul><li>Testing and Inspection </li></ul><ul><li>Quality Dept. as a police force—protecting the customer </li></ul><ul><li>Higher quality implied higher cost </li></ul><ul><li>Conformance to spec </li></ul><ul><li>Workers the source of most problems </li></ul><ul><li>Quality Management </li></ul><ul><li>Building Process Capability </li></ul><ul><li>Everyone owns the quality of their work </li></ul><ul><li>Quality is the key to improving cost and performance </li></ul><ul><li>Fitness for use </li></ul><ul><li>Process source of most defects </li></ul>© 2005 Superfactory™. All Rights Reserved. From To
    6. 6. Deming’s 14 Points <ul><li>1. Create constancy of purpose </li></ul><ul><li>2. Adopt philosophy of prevention </li></ul><ul><li>3. Cease mass inspection </li></ul><ul><li>4. Select a few suppliers based on quality </li></ul><ul><li>5. Constantly improve system and workers </li></ul><ul><li>6. Institute worker training </li></ul><ul><li>7. Instill leadership among supervisors </li></ul><ul><li>8. Eliminate fear among employees </li></ul><ul><li>9. Eliminate barriers between departments </li></ul><ul><li>10. Eliminate slogans </li></ul><ul><li>11. Remove numerical quotas </li></ul><ul><li>12. Enhance worker pride </li></ul><ul><li>13. Institute vigorous training & education programs </li></ul><ul><li>14. Implement these 13 points </li></ul>© 2005 Superfactory™. All Rights Reserved.
    7. 7. Control Chart—collect data © 2005 Superfactory™. All Rights Reserved. 18 12 6 3 9 15 21 24 27 2 4 6 8 10 12 14 16 Sample number Number of defects UCL = 23.35 LCL = 1.99 c = 12.67

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