TAILIEUCHUNG - Quality Management and Six Sigma Part 2

Tham khảo tài liệu 'quality management and six sigma part 2', kỹ thuật - công nghệ, cơ khí - chế tạo máy phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | Six sigma and Total Quality Management 13 Dimension TQM GE-6o Comments 1. Development Started in the mid 1980s influenced by Japanese CWQC developed in the 1970s First espoused by Motorola in 1987. GE adopted Six Sigma program in 1995 resulting in many benefits. TQM and Six Sigma began at about the same time. TQM was widely and quickly adopted but interest has now declined. The situation with GE-ÓƠ is the reverse. 2. Principles Customer satisfaction satisfaction of customers needs Pursues zero-defect Responsibility for quality Continuous improvements Pursues financial performance Focuses on voice of customer Pursues zero-defect Emphasis moved from problem-solving to problem prevention Rapid change TQM over-emphasizes customer satisfaction and this can sometimes negatively affect profits. GE-ÓƠ focuses on both customer satisfaction and financial performance. 3. Feature A systematic approach to quality management by integrating concepts methods processes and systems. Uses project management to perform thorough change and process re-engineering which are integrated with the company s vision and strategy. TQM is essentially a system of continuously improving the quality of every aspect of business life. GE-ÓƠ focuses on radical change which is also integrated with vision and strategy . 4. Operation Continuous improvement through employee involvement and teamwork in total quality activities. Specially designed roles and a highly disciplined training program using statistical methods to perform reengineering of key processes through project management. TQM emphasizes that every person is involved in quality improvement at all levels. GE-ÓƠ uses specially designed roles and disciplined training to progress the radical changes. 5. Focus TQM focuses on all quality activities all processes and all systems. Key processes and systems are all driven by the voice of customers. TQM considers every aspect of quality. GE-ÓƠ initially emphasizes the key processes related to customer

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