1. Lean Office - Total Quality Management http://www. managementsupport

2. Objectives What is Quality Service Quality Evolution of Quality
Total Quality Management
Employee Involvement
Cost of Quality
Quality Awards
The Quality Management System
1. Leadership
2. Strategic planning
3. Customer satisfaction
4. Performance management
5. Human resources
7. Supplier partnerships
8. Results

3. TQM In Services
Service quality is more difficult to measure than for goods
Service quality perceptions depend on
Expectations versus reality
Process and outcome
Types of service quality
Normal: Routine service delivery
Exceptional: How problems are handled
At this point, you might consider going back to the slides illustrating the differences between goods and services. Those slides are provided next. If you do not wish to use them, simply skip to the final slide in the sequence.

4. Deming’s 14 Points 1. Create constancy of purpose
2. Adopt philosophy of prevention
3. Cease mass inspection
4. Select a few suppliers based on quality
5. Constantly improve system and workers
6. Institute worker training
7. Instill leadership among supervisors
8. Eliminate fear among employees
9. Eliminate barriers between departments
10. Eliminate slogans
11. Remove numerical quotas
12. Enhance worker pride
13. Institute vigorous training & education programs
14. Implement these 13 points

5. Continuous Improvement: The Deming Wheel
Identify problem
Develop plan for
improvement
1. Plan
Institutionalize
improvement
Continue cycle
4. Act
Implement plan on
test basis
2. Do
Is the plan working
3. Study / Check
P-D-C-A Cycle

6. Cost Of Quality Cost of achieving good quality Prevention Appraisal
Cost of poor quality
Internal failure costs
External failure costs
Cost of achieving good quality
Prevention
quality planning, product design
process, training
information
Appraisal
inspection & testing
test equipment
operator
Cost of poor quality
Internal failure costs
scrap, rework
process failure & downtime
downgrading products
External failure costs
customer complaints
returns, warranty
product liability, lost sales 18

7. KEY ELEMENTS OF A QUALITY INITIATIVE
Define the Vision, Mission
Create the Culture
Organize, Formalize the Initiative
Select, Learn Process Improvement Method
Focus on Customers
Develop Great People
Build Relationships with Business Partners
Measure Everything