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POLITECNICO DI MILANO
Corso di Laurea Magistrale in Ingegneria Gestionale Dipartimento d’Ingegneria Gestionale

TOTAL QUALITY MANAGEMENT
Quality Culture, Leadership and Motivation

Relatore: Prof. Alessandro Brun Tesi di Laurea di: Alejandro Muñoz Casas matricola 10336345

Anno Accademico 2010-2011

Politecnico di Milano

Master Thesis: Total Quality Management

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Politecnico di Milano

Master Thesis: Total Quality Management

This thesis is dedicated to:

My parents, Manel and Conchi, For instilling the correct values on my personality, Although it was not easy.

My sister, Esther, For supporting and advising me, In the moments I needed her.

To all of my family, For being there and worrying, As I was his own son.

My professor Alessandro, For following and advising in my thesis,

And finally, to all my friends,

Because without them… … I would have not finished my degree.

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Politecnico di Milano

Master Thesis: Total Quality Management

Summary

This thesis encompasses all aspects of business connected with TQM. Its key concepts are emphasis on management commitment, focus on the customer, involvement of all, continuous improvement, treating suppliers as partners and performance metrics. The objective of the thesis is to give a global vision about the Total Quality Management concept, and the most important related ideas. As engineering student, it is important to have basic knowledge about the points described above.

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Politecnico di Milano

Master Thesis: Total Quality Management

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Politecnico di Milano

Master Thesis: Total Quality Management

Acknowledgements

THANKS ALL

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Politecnico di Milano

Master Thesis: Total Quality Management

Contents
Summary ....................................................................................................................................... 4 Acknowledgements ....................................................................................................................... 6 1. 2. 3. 4. Motivation ............................................................................................................................. 9 Introduction ........................................................................................................................ 10 Historical evolution of TQM ................................................................................................ 13 Philosophy, principles and concepts of TQM ...................................................................... 17 4.1. The foundation and the four sides of the TQM pyramid ............................................ 18 Management commitment ................................................................................. 19

4.1.1. 4.2. 4.3.

Focus on the customer and the employee.................................................................. 23 Focus on facts .............................................................................................................. 26 Measurements of customer satisfaction ............................................................ 28 Measuring employee satisfaction ....................................................................... 29 Quality control points and quality checkpoints .................................................. 29

4.3.1. 4.3.2. 4.3.3. 4.4. 4.5. 5.

Continuous improvements .......................................................................................... 31 Everybody’s participation............................................................................................ 34

The economics of quality .................................................................................................... 39 5.1. Resourcing errors ........................................................................................................ 39 Expenditure that does not lead to direct benefit for the customer ................... 39...
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