The Philosophy of TQM An Overview - The Quality Portal

1 Eng. 401: total Quality ManagementCourse Notes: TQM Philosophy -An OverviewHammettU. of MichiganThe Philosophy of TQM An OverviewReferences for Lecture:Background Reference Material on Web: The Philosophy of TQM by Pat HammettTQM = Customer-Driven Quality ManagementCustomer Quality MeasuresCustomers typically relate Quality to:1)Feature-based measures ( have or have not )ndetermined by designndiamond example: marquise shape diamond vs. round diamond2) Performance measures ( range of values )nconformance to design or ideal valuendiamond example: 4Cs --carat, clarity, color, cutIn this class, we will focus more on analyzing performance 401: total Quality ManagementCourse Notes: TQM Philosophy -An OverviewHammettU. of MichiganWhat are the Different Views of Quality ?nCustomer s View (more subjective view): nquality of the design (look, feel, and function).nconsider both feature and performance measures to assess valuenValue = Quality / Price (value determined by individual customers)nProducer s View (more objective view):nconformance to requirements (term coined by Philip Crosby).

6 Eng. 401: Total Quality Management Course Notes: TQM Philosophy - An Overview Hammett U. of Michigan W. Edwards Deming n Studied underShewhart at Bell Laboratories n Contributions: n well known for helping Japanese companies apply Shewhart’s statistical process control.

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