CHAPTER 5

(Total Quality Management)

1

 (Quality)

(Quality)

 (Quality in Goods)
- (Performance)

- (Aesthetics)

- (Special Features)

- (Conformance)

- (Safety)

 (Quality in Goods)
- (Reliabity)
- (Durability)

- (Perceived Quality)

- (Service after Sale)

 (Quality in Services)
- (Reliability)

- (Responsiveness)

- (Competence)

- (Courtesy)

- (Credibity)
,
5

 (Quality in Services)
- (Security)

- (Access)
- (Communication)

- (Understanding the Customer)


-
(Specification)
-

-
7



-
-
Zero Defect
-

 (Quality Management)

1) (Quality Control QC)

 (Quality Management)

(Zero Defect)
2) (Quality Assurance QA)

ISO 9000

10

 (Quality Management)
3) (Quality Management QM)



(Total Quality Management TQM)

11


(Total Quality Management)
TQM

12


(Total Quality Management)

13


(Total Quality Management)

1 : TQM
: . , , 2545: 193.
14

 TQM
TQM 3
1) (Customer Oriented)

2) (Continuous Improvement)

(Internal Customer)
(External Customer)
15

 TQM

TQM

16

 TQM
Deming
2 : Deming
( : . , , 2545: 195.)

3) (Employees Involvements)

(Quality Organization)

TQM
17

 TQM

( Deming Circle) PDCA

( Pareto diagram )
( fish bone diagram )

18

 (Deming Cycle)
Q.C. Circle

(Deming Cycle)

19

 4
PDCA
P (Plan)

D (Do)

C (Check)
A (Action)

20

P =

A =

D =

P =

C =

D =

A =

C =

21

A =

 PDCA
Plan :
Do :

Check :

Act :

A P
A P
C D
22

A P
C D

C D

 PDCA

Cycle
Plan

Do -

1.
2.
3.
4.
5.

Check -

6.

Act -

7.

23

 P-D-C-A
1.
-

-
2.
-


-

24

 P-D-C-A
3.
-
(

PARETO
25

4.
-

 P-D-C-A
5.
-


( PDCA )
A
C

P
D

A
C

P
D

A
C

P
D

6.
-

26

 P-D-C-A

1.
2.
3.

7.
-

1.
2.
3.
27

 P-D-C-A
1. (Creative Thinking)

2. (Brain Storming)



28

 P-D-C-A

1.
2.
3.
4.
3. (Team Working)




29

 (Team Working)
Trust
Endurance
Accountability
Management
Willingness
Orientation
Respect
Knowledge
Intelligence
Nuturance
Generousity
30

=
=
=
=
=
=
=
=
=
=
=

 ( Pareto diagram )

(
) (
) ()
()
31


(Critical Factor)

32



( Y) ( X)

33

:
/ / /
() () ()
(%)

50
50
59.5

(%)

59.5

15

65

17.9

77.4

10

75

11.9

89.3

80

5.9

95.2

84

4.8

100

84

100

34

84

17 2550 08.00-18.00 .

89.3%

75

84

100

84

90

100%

80
70

()

60
50
40

89.3%
59.5%

95.2%
50%

77.4%

30
20
10
0

35

85%

36

 85%
84 90

100%

80
70

60
50
() 40

89.3%
59.5%

85%

95.2%

50%

77.4%

30
20
10
0

37

 2
90

100%

84 80
70

60
50
() 40

77.4%

89.3%

85%
50%
50%

95.2%

59.5%

30
20
10
0

38

77.4%

 () /
/
............................ .......1 .. 30 ..50
.....4 ...
.....................
...........................

39

/..
50
50
50
50

6,600
7,000
7,200
7,500
28,300 /4
7,075


1. 5,500 /
2. ........ 7

40

() /
/
............................ .......1.. 50 30 .. 50
.....4 ...
.....................
...........................
/..

41

50
50
50
50

6,800
5,700
5,000
5,000
22,500 /4
5,625

/
8,000
7,000
6,000

*
*

5,000

7,075

5,625

4,000
3,000
2,000
1,000

42

..50

..50

..50

..50

 ( fish bone diagram )

( Cause Effect diagram)

(
/
)
43

 ( fish bone diagram )

( Cause Effect diagram)

44

 ( fish bone diagram )

45

46


1. ( )
2. ( )

3. ( )
()

4.

()
47