10. SHAILENDRA DAF (Source: BS 7850: 1992, âTotal Quality Managementâ) As customer Process owner As customer As supplier Process owner As supplier Process 1 Process 1 Input Output Output to customer Input from supplier
11. TQM & organizational Cultural Change Traditional Approach Lack of communication Control of staff Inspection & fire fighting Internal focus on rule Stability seeking Adversarial relations Allocating blame TQM Open communications Empowerment Prevention External focus on customer Continuous improvement Co-operative relations Solving problems at their roots SHAILENDRA DAF
12. Customersâ expectations for the product or service Customersâ perceptions of the product or service Customersâ perceptions of the product or service Customersâ expectations for the product or service Customersâ perceptions of the product or service Expectations > perceptions Expectations = perceptions Expectations < perceptions Perceived quality is governed by the gap between customersâ expectations and their perceptions of the product or service Customersâ expectations of the product or service Source: Slack et al. 2004 SHAILENDRA DAF Gap Perceived quality is poor Perceived quality is good Gap
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14. A âGapâ model of Quality Source: Parasuraman, Zeithman and Berry. 1985 SHAILENDRA DAF Customerâs expectations concerning a product or service Customerâs perceptions concerning the product or service Previous Experience Word of mouth communications Image of product or service Customerâs own specification of quality Managementâs concept of the product or service organizationâs specification of quality The actual product or service Gap 1 Gap 2 Gap 3 Gap 4
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19. SHAILENDRA DAF Time Performance â Continuousâ improvement Plan Do Check Act
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21. SHAILENDRA DAF Source: 2004 Criteria for Performance Excellence, U.S. Dept. of Commerce, Baldrige National Quality Program, National Institute of Standards and Technology, Gaithersburg, MD 20899. (www.quality.nist.gov)
22. Product Continual improvement of the quality management system Customers (and other interested parties) Requirements Management responsibility Resource management Measurement, analysis and improvement Product realisation Output Satisfaction Input Source: BS EN ISO 9001:2000 Key: Value adding activity information flow Customers (and other interested parties) SHAILENDRA DAF