What are the main characteristics of total quality management?

To sum up, it is "three all" and "four all".

Sanquan

"Three aspects"-refers to the management of total quality, whole process and full participation.

1. Total Quality Management

In the past, when we talked about quality, we often referred to product quality, including performance, life, reliability and safety, which is the so-called narrow quality concept. Of course, product quality is very important. However, no matter how good the product quality is, if the manufacturing cost is high and the sales price is expensive, it is not welcomed by users. Even if the product quality is good and the cost is low, it should be delivered in time and the service is good, so as to be truly welcomed by users. Therefore, enterprises must attach importance to product quality, cost quality, delivery quality and service quality. The whole content of these qualities is the so-called generalized quality view, that is, total quality. It can be seen that quality management must manage all the contents of this generalized quality.

Product quality+cost+delivery date+service = total quality

2. Whole process management

How is the product formed? It is the whole process including a series of activities of enterprises. This process includes market research, research, design, trial production, design and manufacture of technology and tooling, supply of raw materials, manufacture, inspection and delivery, and sales service. Users' opinions are fed back to the enterprise for improvement, and the whole process can be regarded as a cyclical process. It can be seen that the improvement of product quality depends on the improvement of work quality in every link of the whole process. Therefore, quality management must manage every link of this whole process.

3. Management with the participation of all personnel

Product quality is a comprehensive reflection of many links and work of an enterprise. Every job in every link involves people. No one in an enterprise, whether in front of or behind the stage, in the workshop or in the department, has a direct or indirect relationship with product quality. Everyone attaches importance to product quality, finds out the factors related to product quality from their own work, and improves them, and the product quality will continue to improve. Therefore, quality management is everyone's responsibility. Only when everyone cares about quality and is highly responsible for quality can the quality of products be truly improved and guaranteed. Therefore, quality management must be managed by all employees.

Four things

"Four Everything"-that is, everything is for users, everything is based on prevention, everything is based on data, and all work is carried out according to PDCA cycle.

1. Everything is for users-establish the concept of quality first.

Products are produced to meet the needs of users. Therefore, enterprises should regard users as the object of their service and the specific content of serving the people. In order to maintain the reputation of products, we must establish the idea of quality first, and provide users with technical services in time while providing users with high quality and low price products.

The slogan "The next process is the user" should be vigorously advocated and implemented in enterprises. We know that every department and employee in the enterprise has a relative relationship before and after or up and down in their work, and they all have a work service object. The work service object can be regarded as the next process. In enterprises, the idea of quality first is embodied in the action of better serving the next working procedure.

2. Everything is based on prevention-good products are designed and produced.

Quality is the most important requirement of users for enterprises. How to understand the warranty? At present, there are two one-sided views: one thinks that the quality can be guaranteed by resolutely implementing the "three guarantees" system; Another view is that as long as the inspection is strict, the quality is guaranteed. These views are misunderstandings about quality assurance. Because of this kind of after-the-fact inspection, it is impossible to fundamentally guarantee the quality by focusing on the inspection. If the problem of defective products is not solved, defective products will still be produced, resulting in an increase in product costs. Because quality is not formed in one step, nor is it formed suddenly in the last process, but gradually. Therefore, it is necessary and possible to control all the factors that affect the production process in the process. This is the passive "check-in" of product inspection in the past, and it has changed from "prevention first" to "prevention", combining prevention with inspection, and taking "pre-control" as the active "prevention". Obviously, the products produced in this way are naturally good. So good products are designed and produced, not tested.

3. Everything speaks with data-processing data with statistical methods.

"Everything speaks with data" means judging things with data and facts, not by impression.

Data collection should have a clear purpose. In order to explain the problem correctly, it is necessary to accumulate data and establish data files. After the data is collected, it must be processed, so that something with regularity can be revealed from the complicated original data. The first step in processing and sorting data is layering. Stratification has special significance in total quality management and must attract our attention. The basic method of data analysis is to draw various statistical charts, such as Pareto Chart, Causality Chart, Histogram, Management Chart, Scatter Chart and Statistical Analysis Table.

4. All work is carried out according to PDCA cycle.

As we all know, in order to make thinking activities orderly, visualized and scientific, people often use various graphic auxiliary languages to think, and also need advanced scientific thinking methods. PDCA cycle is the thinking method and working steps of total quality management, which was put forward by shewhart, the "father of statistical quality control" in the United States. However, due to the adoption and publicity of it by American (especially Japanese) Dr. Deming, this cycle was popularized, so it was also called "pdsa". P is the plan, D is the implementation, C is the inspection, and A is the treatment. Any purposeful and systematic activity can be carried out according to these four stages.

The first stage is planning, including policies, objectives, activity plans and management projects.

The second stage is implementation, that is, according to the requirements of the plan.

The third stage is to check whether the work is done according to the specified requirements, which are right, which are wrong, which are effective and which are invalid, and find out the reasons for the abnormal situation.

The fourth stage is processing. In other words, we must affirm the successful experience and turn it into a standard. Follow this standard in the future. The lessons of failure should also be summarized to make it a standard to prevent recurrence. Unresolved problems are reflected in the next cycle.

The process of planning, implementing, checking and handling is repeated, one cycle after another, and each cycle is given new content, just like a wheel. As soon as you turn it, you take a step forward.

The work of the whole enterprise should be carried out according to the PDCA cycle, and the work of all departments, workshops, teams and even individuals of the enterprise should also formulate the PDCA work cycle of units and individuals in detail according to the overall goals and requirements of the enterprise, forming a big ring and a small ring, one ring is buckled; Small environmental protection big ring, promote big cycle. As a scientific quality management method, PDCA cycle is suitable for all aspects of enterprise quality work.

Concrete implementation of total quality management

1, four stages:

Plan, implement, check and act. That is to say, work plan should be made first, then implementation, inspection and improvement measures should be put forward for the detected quality problems. These four stages are sequential, connected, and connected from head to tail. Each execution is a cycle, called PDCA cycle, and each cycle is better than the previous cycle.

2. Eight steps:

Find out the problems, find out the influencing factors, clarify the important factors, propose improvement measures, implement measures, check the implementation, standardize the implementation measures, and deal with the remaining problems.

3. Fourteen tools:

During the implementation and inspection of the plan, 14 tools (methods) were used to analyze and solve the problems:

Hierarchical method, Pareto diagram method, causal analysis method, histogram method, control diagram method, correlation analysis diagram method, check diagram method, relationship diagram method, KJ method, system diagram method, matrix diagram method, matrix data analysis method, PDPC method and vector diagram method. Among them, the first seven are traditional methods, and the last seven are produced in the later period, also known as the new seven tools.