The three fundamental concepts
The three strong forces
The three critical processes
The evolution of total quality
National and International Quality Awards
Three Fundamental Concepts of
• Customer focus: internal and external
• Continuous improvement: in manufacturing
and service organizations
• The value of every associate: contributions
of every individual, self-directing work
teams, and improvement teams.
Three Strong Forces
• Alignment: clear vision, clear definitions of
objectives, translation of key objectives
throughout the organization
• Linkage: linking activities across all
functions and departments, reengineering
• Replication: apply similar problem solving
methodology to achieve the same results
Three Critical Processes
• Quality Planning Process: establish project,
identify customers, discover customer
needs, develop product, develop process,
develop control/transfer to operations,
Measure (graph on p. 96)
• Quality Control (the Juran Trilogy, p.97)
• Quality Improvement Process (long
standing performance levels)
The Evolution of TQM
Product quality (1892 to present)
Product process quality (1924 to present)
Service quality (1960 to present)
Service quality process (1980 to present)
Business planning (1990 to present)
Malcolm Baldrige National
Quality Award (1987) Criteria
Leadership (120 points)
Strategic planning (85 points)
Customer and market focus (85 points)
Information and analysis (90 points)
Human resource focus (85 points)
Process management (85 points)
Business results (450 points)
The European Quality Award
Leadership (100 points)
People management (90 points)
Policy and strategy (80 points)
Resources (90 points)
Processes (140 points)
People satisfaction (90 points)
Customer satisfaction (200 points)
Impact on society (60 points)
Business results (150 points)
Deming Application Prize
• First-level categories: policy, organization and its
management, education and dissemination, quality
information management, analysis, standardization,
control, quality assurance, results, planning
• Second-level categories (examples of policy elements):
management and quality policies, policy generation,
consistency of policies, use of statistical methods, policy
transmission/diffusion, review of policies and results,
relationship between policies and plans.
Six Sigma Quality
Handouts will be provided by the guest