Слайд 2Total Quality Management (TQM) requires that the principles of quality management are
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applied in all aspects and at every level in an organisation (Hill, 2005). TQM has evolved over a number of years from ideas presented by a number of quality Gurus.
Слайд 3The Cost of Quality
The Cost of Achieving Good Quality
The Cost of Poor
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Quality
Слайд 4The Cost of Achieving Good Quality
Examples of prevention costs include:
- The
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cost of designing products with quality control characteristics
- The cost of designing processes which conform to quality specifications
- The cost of the implementation of staff training programmes
Слайд 5Examples of appraisal costs include:
- The cost of testing and inspecting
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products
- The costs of maintaining testing equipment
- The time spent in gathering data for testing
- The time spent adjusting equipment to maintain quality
Слайд 6The Cost of Poor Quality
Examples of internal failure costs include:
- The scrap
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cost of poor quality parts that must be discarded
- The rework cost of fixing defective products
- The downtime cost of machine time lost due to fixing equipment or replacing defective product
Слайд 7External failure costs occur after the customer has received the product and
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primarily relate to customer service. Examples of external failure costs include:
- The cost of responding to customer complaints
- The cost of handling and replacing poor-quality products
- The litigation cost resulting from product liability
- The lost sales incurred because of customer goodwill affecting future business
Слайд 8Quality Systems
- ISO 9000 provides guidelines for the use of the following
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four standards in the series.
- ISO 9001 applies when the supplier is responsible for the development, design, production, installation, and servicing of the product.
- ISO 9002 applies when the supplier is responsible for production and installation.
- ISO 9003 applies to final inspection and testing of products.
- ISO 9004 provides guidelines for managers of organizations to help them to develop their quality systems. It gives suggestions to help organizations meet the requirements of the previous four standards.