ch01tqm.ppt

2019/11/30,TotalQualityManagement,1,TotalQualityManagement,第一章Introduction王德榮9042302,2019/11/30,TotalQualityManagement,2,TotalQualityManagementDefinition,Total-Madeupofthewhole.Quality-Degreeofexcellenceaproductorserviceprovides.Management-Act,art,ormannerofhandling,controlling,directing,etc.TQMistheartofmanagingthewholetoachieveexcellence.Dountoothersasyouwouldhavethemdountoyou.,2019/11/30,TotalQualityManagement,3,TQM-sixbasicconcepts,1、高階主管自上而下長期的全力支持與推動TQMisacontinualactivitythatmustbeentrenchedinthecultureitisnotjustaone-shotprogram.TQMmustbecommunicatetoallpeople.2、專注在顧客身上Doitrightthefirsttimeandeverytime，forcustomersatisfactionisthemostimportantconsideration.,2019/11/30,TotalQualityManagement,4,TQM-sixbasicconcepts（二）,3、全員參與AllpersonnelmustbetrainedinTQM,SPC,andotherappropriateskill.Peoplemustbeempoweredatthelowestpossibleleveltoperformprocessesonaoptimummanner.4、持續的業務與生產改善,2019/11/30,TotalQualityManagement,5,TQM-sixbasicconcepts（三）,5、供應商是夥伴Thefocusshouldbeonqualityandlife-cyclecostsratherthanprice.Suppliershouldbefewinnumbersothattruepartneringcanoccur.6、建立績效評估制度Thesemeasuresshouldbepostedforeveryonetosee.,2019/11/30,TotalQualityManagement,6,TQM-企業文化的蛻變,2019/11/30,TotalQualityManagement,7,TQM-DefiningQuality,Q=P/EwhereQ=qualityP=performanceE=expectationsThedimensionsofQuality-slideprojectorPerformance,Features,Conformance,Reliability,Durability,Service,Response,Aesthetics,Reputation,2019/11/30,TotalQualityManagement,8,TQM-HistoricalReview,1924-W.A.ShewhartofBellTelephonelaboratoriesstatisticalchartH.F.DodgeandH.G.Romingacceptancesampling1946,theAmericanSocietyforQualityControlwasformed.（ASQ）1950-W.EdwardsDemingandJapanese1980-statisticalprocesscontrol（SPC）TheMalcolmBaldrigeNationalQualityAward,2019/11/30,TotalQualityManagement,9,TQM-HistoricalReview（二）,1980-GenechiTaguchi,designofexperiments（DOE）ISO9000ISO14000,2019/11/30,TotalQualityManagement,10,TQM-TheDemingPhilosophy,1.CreateandPublishTheAimsandPurposesoftheOrganization2.LearntheNewPhilosophyA.Organizationmustseeknever-endingimprovementandrefusetoacceptnonconformance.B.Customersatisfactionisthenumberonepriority.C.Theorganizationmustconcentrateondefectpreventionratherthandefectdetection.3.UnderstandthePurposeofInspectionA.Massinspectioniscostlyandunreliable.B.Itshouldbereplacedbynever-endingimprovementusingstatisticaltechniques.,2019/11/30,TotalQualityManagement,11,TQM-TheDemingPhilosophy（二）,4.StopAwardingBusinessOnPriceAlonePricehasnomeaningwithoutquality5.ImproveConstantlyandForevertheSystem6.InstituteTraining7.TeachandInstituteLeadershipAllcommunicationmustbeclearfromtopmanagementtosupervisortooperators.8.DriveoutFear,CreateTrust,andCreateaClimateforInnovation,2019/11/30,TotalQualityManagement,12,TQM-TheDemingPhilosophy（三）,9.OptimizetheEffortsofTeams,Groups,andStaffAreasA.Barrierexistsbetweeninternaldepartmentandexistsbetweenorganizationanditscustomersandsuppliers.B.Tobreakdownbarriers,managementwillneedalong-termperspective.10.EliminateExhortationsfortheworkforceImprovementintheprocesscannotbemadeunlessthetoolsandmethodsareavailable.11a.EliminateNumericalQuotasfortheWorkForce,2019/11/30,TotalQualityManagement,13,TQM-TheDemingPhilosophy（四）,11b.EliminateManagementbyObjective12.RemoveBarriersThatRobPeopleofPrideOfWorkmanship13.EncourageEducationandSelf-ImprovementforEveryone14.TakeActiontoAccomplishtheTransformation,2019/11/30,TotalQualityManagement,14,TQM-Obstacles,LackofManagementCommitmentInabilitytoChangeOrganizationCultureImproperPlanningLackofContinuousTrainingandEducation-byRobertJ.Masters,2019/11/30,TotalQualityManagement,15,TQM-Obstacles（二）,IncompatibleOrganizationStructureandIsolatedIndividualsandDepartmentsIneffectiveMeasurementTechniquesandLackofAccesstoDataandResultPayingInadequateattentiontoInternalandExternalCustomersInadequateUseofEmpowermentandTeamwork,2019/11/30,TotalQualityManagement,16,TQM-ExampleofStatement,鋼品系統品質政策：以客戶導向的過程管理為基礎，積極創新，追求速度，提昇公司競爭力。,2019/11/30,TotalQualityManagement,17,BasicconceptofChange,1.Peoplecha