TQM

Topics: W. Edwards Deming, Management, Joseph M. Juran Pages: 34 (1733 words) Published: April 27, 2015
Quality Management, 6th ed.
Goetsch and Davis

1

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Management
for Organizational
Excellence
Lecture/Presentation Notes
By:
Dr. David L. Goetsch and Stanley Davis
Based on the book
Quality Management for Organizational Excellence
(Sixth Edition)

Quality Management, 6th ed.
Goetsch and Davis

2

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

MAJOR TOPICS
What is Quality?
The Total Quality Approach Defined
Two Views of Quality
Key Elements of Total Quality
Total Quality Pioneers
Keys to Total Quality Success

Quality Management, 6th ed.
Goetsch and Davis

The Future of Quality Management in 21st
Century
3

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality
Fred smith: performance to the
standard expected by the customer

Boeing:providing our customer
with product and service that
consistently meet thier needs
and expectations

The US department of
defense :doning the right
thing right the first time
,always striving for
improvment ,and always
satisfaying the customer.
Robbins et al., Fundamentals of Management, 4th Canadian Edition ©2005 Pearson Education Canada, Inc.

Quality is a dynamic
state associated with
product , services
,people, processses,
and environments that
meet Customer needs
and expectations and
help produce superior
value

Quality Management, 6th ed.
Goetsch and Davis

5

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

1

• Quality appllies to products,
services,people, processses, and
environments.

2

• Quality is an ever changing state.

3

• Quality must give superior value to the
customer (superior value has 3 elements:
superior Quality , superior cost, superior
service)

Quality Management, 6th ed.
Goetsch and Davis

6

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

The Total Quality Approach Defined
Total quality is an approach to doing business that
attempts to maximize an organization’s competitiveness
through the continual improvement of the quality of its
products, services, people, processes, and environments

These elements distiguish TQ approach from traditional
ways of business.

Quality Management, 6th ed.
Goetsch and Davis

7

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Stategically based1.
Employee
involvment and
empowerment

Customer focus

Obsession with
quality

Unity of purpose

Freedom through
control

characteristics of
the TQ approach

Education and
training

Long term
commitment

Continual process
improvment
Quality Management, 6th ed.
Goetsch and Davis

Scientific approach
to DM and problem
solving

Teamwork

8

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Three legged stool of TQ

Quality Management, 6th ed.
Goetsch and Davis

9

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

The Total Quality Approach to
Quality Management
(Continued)
The rationale for total quality can be found in the need to
compete in the global marketplace. Countries that are
competing successfully in the global marketplace are seeing
their quality of living improve. Those that cannot are seeing theirs decline.

Quality Management, 6th ed.
Goetsch and Davis

10

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Two views of Quality
Traditional view of Quality
Measure process performance in defective
parts per hundred of products( acceptable
benchmark)
Focused on after the fact

Employees are passive

Expected one improvement per employee per
year
Focus on short time profit
Productivity and...
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