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Office Tqm Sample

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Office Tqm Sample Office Tqm Sample Presentation Transcript

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