Strategic Quality Management

Dr. Chao-Hsien Chu
School of Information Sciences and Technology
The Pennsylvania State University, USA
E-Mail: chu@ist.psu.edu

Introduction:

What is quality?
Dimension of product/service quality.
How to measure quality?
Impacts of quality improvement on performance.
Roadblocks to quality and productivity improvement.
Evolution of quality concepts and methods.
Elements of TQM.
Quality gurus and their contributions.

Methods for Quality Improvement:

Problem solving process.
Management diagnosis.
Statistical process control (SPC).
Seven quality control (QC) tools.
Seven new QC Tools.
Foolproof systemS (Poka-Yoke).
Quality function deployment (QFD).
Quality Policy (Hoshin) Management.

Strategic Quality Planning:

Establish quality goals.
Identify the (key) customers.
Determine customer needs.
Provide quality measurement.
Develop product/process features.
Develop process controls.

Implementing Issues and Strategy:

Teamwork skill - QC circle.
Management action - Dr. Deming's 14 points.
Initiation strategies and infrastructure.
Phase-in strategies.
Management development - Training.
Quality awards:
- Malcolm Baldrige National Quality Award.
- European Quality Award.
- Deming Prize Award.
ISO 9000:
- TQM and ISO 9000.
- Roadmap to ISO 9000 certification.

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