07-10-2014, 10:18 AM
“MUST KNOW
MUST KNOW.ppt (Size: 401.5 KB / Downloads: 10)
INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction.
JURAN
Juran, like Deming was invited to Japan in 1954 by the union of Japanese Scientists and engineers.
Juran defines quality as fitness for use in terms of design, conformance, availability, safety and field use. He focuses on top-down management and technical methods rather than worker pride and satisfaction.
Transcendental view
Those who hold the transcendental view would say “I can’t define it, but I know it when I see it”
Advertisers are fond of promoting products in these terms.
“ Where shopping is a pleasure” (supermarket). “We love to fly and it shows“ or “With all our heart” (airline).
Television and print media are awash with such indefinable claims and therein lies the problem:
Quality is difficult to define or to operationalize. It thus becomes elusive when using the approach as basis for competitive advantage. Moreover, the functions of design, production and service may find it difficult to use the definition as a basis for quality management.
Value Based
It is defined in term of costs and prices as well as number of other attributes. Thus, the consumer’s purchase decision is based on quality at an acceptable price. This approach is reflected in the popular Consumer Reports magazine which ranks products and services based on two criteria: Quality and Value.
The highest quality is not usually the best value. That designation is assigned to the “best- buy” product or service.
Conclusion
Remember the earth revolves around the CUSTOMER. Quality begets customers and customers beget quality. Let us all have action plans to support quality, this will make the world happy and earn us the blessing of God Almighty.