A philosophy and pratice of management which aims to satisfy the customers by means of employee involvement, consitent leadership and continuous improvement. EVERYONE, CUSTOMER NEEDS, HOW IT IS MANAGED
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TQM elements
Customer focus, leadership, involvement of people, process approach, strategic & systematic management, continual importmenet, decision making, supplier relationships
Easy to adopt but hard to put into pratice, long term, can be costly at the beginning, allows extrnal forces to drive TQM, desire for certificates
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TQM process - Fish Bone Analysis
Searches for problems and cuases and identifies those worth eliminating
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TQM process - Pareto Analysis
80% of problems are caused by 20% of problems
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Demmings
A core concept on implementing TQM and is a set of management pratices to help companies increase their quality and productivity - Act, Plan, Study, Do
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Just In Time
Meet demand instantly, with perfect quality and no waste. Produce only what is needed when it is needed.
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Supply Chain Management
A structured manafacturing process wherein raw materials are transformed into finished goods, tehn delieverd to end customers
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Kaizen
Continuous improvement
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Other cards in this set
Card 2
Front
Service Quality
Back
The totality of features and characteristics of service that bares on its ability to satsify stated or implied needs
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