Page 99 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Production and Operations Management

Notes share a unified purpose, direction, and commitment to improve the organization. Intra-
organizational pathways are developed and cultivated as mechanisms by which to improve
performance.

Self Assessment

Fill in the blanks:
1. ……………… quality management principles have been enunciated by the International
Standards Institute (ISO) on which the quality management system standards are based.

2. The criteria for selecting the projects, according to Juran, should be based on its potential
impact on meeting customer needs, cutting waste, or ……………… the necessary resources
required.
3. Quality circles in quality improvement were developed in ……………… .

5.2 Process Approach – Total Quality Management (TQM)

The late 1980’s saw a movement away from the concept of quality to that of Total Quality
Management (TQM). It looked at the entire organization as the unit for implementing quality.
It started looking at ‘how the organization met these standards’. Total Quality Management can
be defined as “managing the entire organization so that it excels in all dimensions of products
and services that are important to the customer.”
TQM is a process approach and it is a management strategy. This approach is also used in ISO
9000 standards. When managers use a process approach, it means that they manage the processes
that make up their organization, the interaction between these processes, and the inputs and
outputs that join these processes together.
Since the process approach is now central to ISO’s approach, these processes need to be identified.
Below are listed 22 processes that make up a complete ISO 9001: 2000 Quality Management
System.
1. Quality Management Process

2. Resource Management Process
3. Continual Improvement Process
4. Customer Communications Process
5. Customer Needs Assessment

6. Document Control Process
7. General Systemic Process
8. Internal Audit Process

9. Internal Communications Process
10. Management Review Process
11. Market Research Process
12. Monitoring and Measuring Process

13. Nonconformance Management Process

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