OPER 2P91 Chapter Notes - Chapter 16: Total Quality Management, Six Sigma, Continual Improvement Process
13 Mar 2017
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Quality: the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. Cost of quality: prevention costs: costs associated with reducing the potential for defective parts or services, appraisal costs: costs related to evaluating products, processes, parts, and services. Internal failure costs: costs that result from production of defective parts or services before delivery to customers: external failure costs: costs that occur after delivery of defective parts or services. Tqm refers to a quality emphasis that encompasses the entire organization, from supplier to customer: striving for excellence. There are seven concepts for effective tqm: continuous improvement, six sigma, employee empowerment, benchmarking, just-in time, taguchi concepts, knowledge of tqm tools. The basis of this philosophy is that every aspect of an organization can be improved. Identify the problem and make a plan: do, test the plan, check. A program to save time, improve quality, and lower costs.
