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  1. Provide a framework of TQM & QMS
  2. Provide a Framework of Six Sigma
  3. Provide a Framework of ISO 9000



Lecture Outline
1. What Is Quality?
2. Evolution of Quality Management
3. Quality Tools
4. TQM and QMS
5. Focus of Quality Management--Customers
6. Role of Employees in Quality Improvement
7. Quality in Service Companies
8. Six Sigma
9. Cost of Quality
of Quality Management on Productivity
11. Quality Awards
12. ISO 9000
13. Total Quality Management
14. Quality Management System

What is quality?
a. Oxford American Dictionary : a degree or level of excellence
b. American Society for Quality :totality of features and characteristics that satisfy needs without deficiencies
c. Customer's and producer's perspectives depend on each other
d. Producer's perspective : production process and COST
e. Customer's perspective: fitness for use and PRICE

Customer's view must dominate

Quality Tools:
a. Process Flow Chart
b. Cause-and-Effect Diagram
c. Check Sheet
d. Pareto Analysis
e. Histogram
f. Scatter Diagram
g. Statistical Process
h. Control Chart

Focus of Quality Management-- Customers
1. TQM and QMSs : serve to achieve customer satisfaction
2. Partnering : relationship between a company and its supplier based on mutual quality standards
3. Measuring customer satisfaction

Motorola 1987
"A level of statistical variation in product quality that translates to only a little over three defects for every million parts produces ". Is process for developing and delivering near perfect products and services. It is measure of how much a process deviates from perfection

ISO 9000
A set of procedures and policies for international quality certification of suppliers
ISO 9000:2000
Quality Management Systems--Fundamentals and Vocabulary
defines fundamental terms and definitions used in ISO 9000 family

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Source: Operation Management for Continuous Improvement PowerPoint document


Operation Management for Continuous Improvement

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File Type: PowerPoint (ppt)

File Size: 8.2 MB

Number of Slides: 56 (includes cover, transition slides)

Related Topic(s): Total Quality Management Quality Management & Assurance

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Initial upload date (first version): Dec 11, 2021
Most recent version published: Dec 13, 2021

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