MGT 3501 Lecture Notes - Lecture 9: Quality Management, Total Quality Management, Dmaic
Document Summary
Total quality management: manage the entire organization to excel in all dimensions of products and services that are important to customers. Instead of the company"s quality management being done by just the quality department, the entire organization needs to be thinking about quality and trying to excel in all dimensions of product and services that are important to customers. Not just a job to quality control to catch and fix defects, it"s a job of everyone in the organization to have quality in their mind. Two operational goals (to tqm: careful design of the product or service. The more complex it is, the more opportunities for defects to occur. While designing, need to think about how to make it as simple as possible, make sure to have fewer defects to happen: ensure the organization"s systems can consistently product the design. Customers think about product design quality and rating, very good customer satisfaction for product design.
