文档介绍：Eng. 401: Total Quality Management Hammett
Course Notes: TQM Philosophy - An Overview U. of Michigan
The Philosophy of TQM
An Overview
TQM = Customer-Driven Quality Management
References for Lecture:
Background Reference Material on Web: The Philosophy of TQM by
Pat Hammett
Customer Quality Measures
Customers typically relate quality to:
1) Feature-based measures (“have or have not”)
n determined by design
n diamond example: marquise shape diamond vs. round diamond
2) Performance measures (“range of values”)
n conformance to design or ideal value
n diamond example: 4Cs -- carat, clarity, color, cut
In this class, we will focus more on analyzing
performance measures.
1
Eng. 401: Total Quality Management Hammett
Course Notes: TQM Philosophy - An Overview U. of Michigan
What are the Different Views
of Quality?
n Customer’s View (more subjective view):
n quality of the design (look, feel, and function).
n consider both feature and performance measures to assess value
n Value = Quality / Price (value determined by individual customers)
n Producer’s View (more objective view):
n conformance to requirements (term coined by Philip Crosby).
n ., # of defects per million products is a measure of conformance.
n costs of quality (prevention, appraisal, scrap & warranty costs).
n prevention costs: training, writing quality p