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LESSON 3
The forces that influence the future of quality in the practice of TQM are: those that differentiates and correlates the quality of products and services in the 8 quality dimensions which are: Performance (operating practices); Features (bells and whistles of a product); Reliability ( the probability of survival); Conformance (matching of standards between planned and expected); Durability (amount of use until replacement is preferable); Serviceability (reparability); Aesthetics (How it looks, feels, sounds, tastes, smells); Perceived Quality (subjective assessment based from image, ads brand names)
PRODUCT: CONSUMER GOODSTYPE : AUTOMOBILE (CARS)BRAND : FORD TAURUS vs HONDA ACCORDIMAGE : CORPORATE LEADERSHIPVALUE : TEAMWORK, PROCESS IMPROVEMENT, AND CONTINUOUS IMPROVEMENTTOTAL QUALITY MANAGEMENT:MALCOLM BALDRIDGE NATIONAL QUALITY AWARD- 1987SHIFTED TO THE SERVICES SECTOR
PRODUCT: SERVICE GOODSTYPE : EDUCATIONBRAND : ATENEO vs DE LA SALLEIMAGE : SPORTS/ACADEMIC LEADERSHIPVALUE : TEAMWORK, PROCESS IMPROVEMENT, AND CONTINUOUS IMPROVEMENTTOTAL QUALITY MANAGEMENT:PACU-COA, PAASCU- Accreditation on ProgramsSHIFTED TO ISO- SOPs & Protocols, Transparency, Equity, Performance Excellence, Globalization
PRINCIPLES OF TQM
CUSTOMER FOCUS
LEADERSHIP
INVOLVEMENT OF PEOPLE
SYSTEM APPROACH
PROCESS APPROACH
CONTINUAL IMPROVEMENT
FACTUAL APPROACH TO DECISION MAKING
MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIP
QUIZ1. How might TQ apply to your
personal life?2. Cite an example in which you
did not purchase a product or service using the following identifiers:
PRODUCT: _____________________________TYPE : _____________________________BRAND : _____________________________IMAGE : _____________________________ VALUE : _____________________________TQM USED _____________________________
ASSIGNMENT
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