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Customers and their feedbacks are the foundation of every Total Quality Management model. In
simpler words, Total Quality Management begins with understanding customers, their needs and
what they expect from the organization. Design foolproof processes and systems to collect
customer data, information to further study, analyze and act accordingly. Such activities not only
help you understand your target customers but also predict customer behaviour. As a business
marketer, you need to know the age group of your target customers, their preferences and needs.
Employees need to know how their products or services can fulfil customer needs and demands.
Total Quality Management model requires meticulous planning and research. Every total quality
management model integrates customer feedbacks with relevant information and plans
accordingly to design effective strategies to achieve high quality products. Strategies formulated
to yield better quality products need to be evaluated and reviewed from time to time. Remember,
customers are satisfied only when products meet their expectations, fulfil their needs and are
value for money. Their overall experience with the organization needs to be pleasant for them to
be happy and return to the organization even the next time. Continuous improvements, changes
and modifications in the existing processes according to customer expectations are necessary to
yield higher profits. Processes cant be same always. If a customer complaints about a particular
product of yours, find out the root cause of problem. Understand and implement necessary total
quality management models to rectify the problem, remove the defect for a high quality product.
The successful implementation of Total quality Management model needs extensive
planning and most importantly participation of every single member who is benefitted out
of the organization(Management, suppliers, clients and even customers).Without the
participation of each and every employee, total quality management model would be a complete
failure. Total Quality Management model begins with research and collecting information about
end-users followed by planning and full participation of employees for successful
implementation. Top level Management needs to make other team members aware of the benefits
of total quality management process, importance of quality to survive in the long run and how
they can implement various TQM models by prioritizing their customers and their feedbacks.
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1. Check sheet
2. Control chart
Control charts, also known as Shewhart charts
(after Walter A. Shewhart) or process-behavior
charts, in statistical process control are tools used
to determine if a manufacturing or business
process is in a state of statistical control.
If analysis of the control chart indicates that the
process is currently under control (i.e., is stable,
with variation only coming from sources common
to the process), then no corrections or changes to
process control parameters are needed or desired.
3. Pareto chart
5.Ishikawa diagram
Ishikawa diagrams (also called fishbone diagrams,
herringbone diagrams, cause-and-effect diagrams, or
Fishikawa) are causal diagrams created by Kaoru
Ishikawa (1968) that show the causes of a specific event.
[1][2] Common uses of the Ishikawa diagram are product
design and quality defect prevention, to identify potential
factors causing an overall effect. Each cause or reason for
imperfection is a source of variation. Causes are usually
grouped into major categories to identify these sources of
variation. The categories typically include
People: Anyone involved with the process
Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
Machines: Any equipment, computers, tools, etc.
required to accomplish the job
Materials: Raw materials, parts, pens, paper, etc.
used to produce the final product
Measurements: Data generated from the process
that are used to evaluate its quality
Environment: The conditions, such as location,
time, temperature, and culture in which the process
operates
6. Histogram method