MIT 15 760A - Total Quality Management (40 pages)

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Total Quality Management



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Total Quality Management

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Lecture Notes


Pages:
40
School:
Massachusetts Institute of Technology
Course:
15 760a - Operations Management

Unformatted text preview:

1 TQM 15 760 TOTAL QUALITY MANAGEMENT THEMES FOUR LEVELS OF QUALITY FOUR THOUGHT REVOLUTIONS Customers first Continuous Improvement Total Participation Societal Learning ORGANIZATIONAL MANAGEMENT Information Measurement Systems Education Incentive Systems Organizational Change 2 Four Levels of Quality 1 FITNESS FOR STANDARD inspection oriented no consciousness to customer mkt 2 FITNESS FOR USE Must satisfy customer need for use Hotel shampoo body oil 3 FITNESS FOR MARKET Must achieve low cost as well as 1 2 high cost low cost 4 FITNESS FOR LATENT REQ TS Listening to the voice of the customer V 8 engine Swatch Uncovering latent req t adds value 3 need continuous innovation 4 TQM Four Thought Revolutions 1 Customer First Revolution From Product out to Market in market in product out job descrip specs purpose means work improve satisfy customers internal external output no satisfy yes Develop Product 5 2 Continuous Improvement Revolution Fundamental Concept PDCA Observe Assess Design Intervene Quality Control Manage known sources of variation process control charts management by exception ROI control Reactive Quality Management Problem solving application of SQC tools Pareto anlysis proeess flow chart fishbone diagrams histograms Proactive Quality Management Finding hidden opportunities MANAGEMENT BY FACT IN GOD WE TRUST 6 ALL OTHERS BRING DATA 3 Total Participation Revolution Total Involvement of CEO Leadership Quality Specialist All Employees Build Infrastructure goals training promotion feedback diagnosis etc 7 4 Societal Learning Revolution Success stories need wide diffusion Baldridge Deming Awards In Japan progression through Process industries Mass Production Small Volume Manufacturing Construction Services Role of outside change agents Deming Juran Shiba Role of University Industry Consortia MIT Center for Quality Management Leaders for Manufacturing 8 PRINCIPLES OF LEADERSHIP 1 LEADERS LEAD BY EXAMPLE LEADERS MUST BE ROLE MODELS LIVE YOUR LIFE AS A LEADER 2



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