Quality Management

1. Experience of quality

1.1. 4 levels

1.1.1. Universal

1.1.2. Cultural

1.1.3. Social

1.1.4. Individual

2. Aspects of quality

2.1. Conformance

2.2. Performance

3. Importance

3.1. Customer satisfaction

4. Definition

4.1. Product/service ---Requirements---Customer satisfaction

5. Quality managmeent system (QMS)

5.1. ISO 9001 is an example of QMS

5.1.1. Standardization

5.1.2. Improvement

6. Dimensions

6.1. Products

6.2. Services

7. Quality movements

7.1. Total Quality Management (TQM)

7.1.1. The 14 points of Deming

7.1.2. Quality is free

7.1.2.1. The cost of quality

7.1.2.1.1. Prevention costs

7.1.2.1.2. Appraisal costs

7.1.2.1.3. Internal failure costs

7.1.2.1.4. External failure costs

7.1.3. PDCA Cycle

7.1.3.1. The 8 step problem solving methodology

7.2. Lean Management

7.2.1. The house of lean

7.2.1.1. JIT

7.2.1.1.1. Eliminating non value added activities

7.2.1.2. Jidoka

7.2.1.2.1. Doing it right the first time

7.2.1.2.2. Kaizen

7.3. Six Sigma

7.3.1. Reducing defects in the value added activities

7.3.2. Motorola 1986

7.4. Business Process Reengineering (BPR)

7.4.1. The most radical approach