1、Richard Wang 2011-2-10,TQM Total Quality Management 全面质量管理 Study 2 of World Class Operations,Topics:,1.1 What is TQM 1.2 Goal of TQM 1.3 Five Tenets of TQM 1.4 Three Elements of TQM 1.5 Continue Improvement 1.6 Structure of TQM,1. TQM Introduction,2. TQM Study in Songjiang & Nanhui,3,1.1 What is TQM
2、?,Total Quality Management means that the organizations culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality
3、 products and services. TQM是一种由顾客的需要和期望驱动的管理哲学。为了能够在最经济的水平上，并考虑到充分满足顾客要求的条件下，以质量为中心，建立在全员参与基础上, 把企业内各部门的研制质量，维持质量和提高质量的活动构成为一体的一种有效的体系。,Total - Made up of the whole Quality - Degree of excellence a product or service provides Management - Act, art or manner of planning, controlling, directing,.TQM i
4、s the art of managing the whole to achieve excellence.,4,1.2 Goal of TQM?,“Do the right things right the first time, every time.”,At its simplest, TQM is all managers leading and facilitating all contributors in everyones two main objectives: (1) Total client satisfaction through quality products an
5、d services; (2) Continuous improvements to processes, systems, people, suppliers, partners, products, and services.,5,The customer makes the ultimate determination of quality. Top Management must provide leadership and support for all quality initiatives. Preventing variability is the key to produci
6、ng high quality. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement. Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions.,1.3 Basic Tenets of TQM,以顾客为中心 领导的作用 全员参与 过程方法 系统方法 持续改进 基于事实的决策 互
7、利的供方关系,6,1.4 Three Elements of TQM,CountingCustomersCulture,Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems,Quality for the customer as a driving force and central concern.,Shared values and beliefs, expressed by leaders, that define and suppor
8、t quality.,7,1.5 Continuous Improvement versus Traditional Approach,Market-share focus Individuals Focus on who” and “why” Short-term focus Status quo focus Product focus Innovation Fire fighting,Customer focus Cross-functional teams Focus on “what” and “how” Long-term focus Continuous improvement P
9、rocess improvement focus Incremental improvements Problem solving,Traditional Approach,Continuous Improvement,8,1.6 Structure of TQM,2.1 Customer-Driven Quality,Quality of Product,2.12 A TQM Culture,When Facing Challenge ,2.13 Richards Words,Be Professional and Be Patient Take the Trouble to Me Push
10、 the Successful to All Enjoy Mistake But Dont Repeat Decision After Discussion Small Steps cause Big Change Big Vision and Detail Perfect Keep Self in Difficult Do It Better Once Love It Repeat To Innovate Operator is A Child Quality is A Culture Less Control is A Control,兢业与耐心 揽过 推功 领悟失败 讨论决定 小步成巨变
11、 远景与踏实 信念保持 热爱事业 重复到创新 工人是孩子 质量是文化 少控制是管理,2.14 TQM Training Assessment,TQM StudyProcess Management in Operations SongJiang & NanHui 2007-2011Richard Wang 2011.2.16,14,TQM Study,TQM Structure,1. Leadership in TQM,2. Education in TQM,3. Control in TQM,TQM Culture,4. Measure in TQM,TQM Structure,1.Lead
12、ership,2.Education,3.Control,4.Measure,1. Leadership in TQM,1.Leadership,1.1 Vision,Songjiang,Nanhui,2.Education,3.Control,4.Measure,1.1 Winning Culture & VIVA Workshop,1.Leadership,2.Education,3.Control,4.Measure,2009 SongJiang,2010 NanHui,1.2 Quality Target,1.Leadership,2.Education,3.Control,4.Mea
13、sure,1.3 Quality (MR) Award in Songjiang,1.Leadership,2.Education,3.Control,4.Measure,1.3 Quality (MR) Award in NanHui,1.Leadership,2.Education,3.Control,4.Measure,1.4 Six Sigma Implement in Songjiang,1.Leadership,2.Education,3.Control,4.Measure,23,Davy Qin,Ben Cheng,Lu DongQing,Sugar Geng,Knight Xu
14、,Lin ShunLi,1.4 Six Sigma Implement in Songjiang,1.Leadership,2.Education,3.Control,4.Measure,24,1.5 Quality Meeting Both SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,1.6 Communication: Town Hall Monthly in NanHui,1.Leadership,2.Education,3.Control,4.Measure,1.7 Keep Visit Level A
15、nytime,1.Leadership,2.Education,3.Control,4.Measure,1.7 Keep Visit Level Anytime,1.Leadership,2.Education,3.Control,4.Measure,2. Education in TQM,1.Leadership,2.Education,3.Control,4.Measure,29,2.1 Trainer Center in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,30,2.1 Q-Training Plan Both S
16、ongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,31,2.1 Q-Training Both SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,32,2.2 Job Training in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,33,2.2 Job Training in SongJiang,Growing Operators as Children. they are
17、 the quality makers.,1.Leadership,2.Education,3.Control,4.Measure,34,2.3 Operator Assessment in SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,35,2.4 QEHS Documents in SongJiang,1.Leadership,2.Education,3.Process,4.Measure,36,2.4 QEHS Documents in SongJiang,1.Leadership,2.Education,
18、3.Process,4.Measure,37,2.5 Visual Factory Both SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,38,2.6 Pest Control in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,2.6 Pest Control in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,40,2.7 TQM Audit in SongJiang,1.Lead
19、ership,2.Education,3.Control,4.Measure,41,2.7 Process Audit in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,3. Control in TQM,1.Leadership,2.Education,3.Control,4.Measure,43,1.Leadership,2.Education,3.Control,4.Measure,3. Control By Process Driven,44,3.1 Vendor Improvement Both SongJiang &
20、 NanHui,1.Leadership,2.Education,3.Control,4.Measure,45,3.2 Deviation Control Both SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,46,3.3 Customer Complaint Both SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,47,3.4 Goods Return Both SongJiang & NanHui,1.Leadership,2
21、.Education,3.Control,4.Measure,48,3.5 Product Improvement & Development,1.Leadership,2.Education,3.Control,4.Measure,49,3.6 QC Online Test in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,50,3.6 QC Online Test in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,51,3.6 COA in SongJiang
22、,1.Leadership,2.Education,3.Control,4.Measure,52,3.6 QC Online Test in NanHui,1.Leadership,2.Education,3.Control,4.Measure,53,3.6 QC Online Test in NanHui,1.Leadership,2.Education,3.Control,4.Measure,54,3.6 Quality Tracing in NanHui,1.Leadership,2.Education,3.Control,4.Measure,55,3.6 COA in NanHui,1
23、.Leadership,2.Education,3.Control,4.Measure,56,3.7 Online WO Record in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,57,1.Leadership,2.Education,3.Control,4.Measure,3.7 Online WO Record in SongJiang,58,1.Leadership,2.Education,3.Control,4.Measure,3.7 Online WO Record in NanHui,4. Measure in
24、 TQM,1.Leadership,2.Education,3.Control,4.Measure,4. Zero Defect Concept Quality,Focus : Quality of Product,1.Leadership,2.Education,3.Control,4.Measure,61,1.Leadership,2.Education,3.Control,4.Measure,4. Measure by Data Driven,62,4.1 TQM in SongJiang,1.Leadership,2.Education,3.Control,4.Measure,63,4
25、.1 TQM Measure in NanHui,1.Leadership,2.Education,3.Control,4.Measure,64,4.2 Qualify Measure in SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,65,4.3 RFT Measure in SongJiang & NanHui,1.Leadership,2.Education,3.Control,4.Measure,66,4.4 COPQ Study,1.Leadership,2.Education,3.Control,4
26、.Measure,67,Example of PSA SPC : Y = f (time & temperature),4.5 SPC Study,1.Leadership,2.Education,3.Control,4.Measure,68,4.6 Lab Control - Equipment,1.Leadership,2.Education,3.Control,4.Measure,69,4.6 Lab Control - Calibration,1.Leadership,2.Education,3.Control,4.Measure,70,4.7 Scrap Analysis in NanHui,1.Leadership,2.Education,3.Control,4.Measure,TQM Culture 精益求精,When Facing Challenge ,Thank You !Learning from your comment,
