QUALITY MANAGEMENT
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This document discusses quality management. It defines quality as exceeding customer expectations and doing what a product or service is intended to do. The main components of quality management are planning, control, assurance, and improvement. Key principles of quality management include understanding customer needs, meeting requirements, striving to exceed expectations, and having a system approach focused on continual improvement and factual decision making. Quality in organizations aims to achieve long term success through customer satisfaction and benefits for all members of the organization and society.
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QUALITY MANAGEMENT
- 2. Quality Management Page 2 Glossary 1. Surpasses – Exceeding 2. Reliable – trusted 3. Consistency 4. Strive – fight 5. Approach – Focus 6. Aiming - Point
- 3. Quality Management Page 3 What is Quality? Is exceeding the customer expectations Means the product or service does what it is intended to do Is the extent to which the customers or users believe the product or service surpasses their needs and expectations
- 4. Quality Management Page 4 Main Components of QM . . .. Planning Control Assurance Improvement
- 5. Quality Management Page 5 The Quality in a Product Reliable Consistency
- 6. Quality Management Page 6 Quality Management Principles Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
- 7. Quality Management Page 7 Customer Focus Leadership Involvement of people Process approach Quality Management Principles System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships
- 8. Quality Management Page 8 Quality in Organizations Management approach of an organization, centered on quality, based on participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society Buzzle: http://www.buzzle.com/editorials/5-29-2004-54815.asp
- 9. Quality Management Page 9 Quality in Organizations ¿Which are the 4 main and specifics benefits that this company obtain with the application of Quality?