TQM

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TQM

• By
• Rick Bandazian
• Marco Colindres
• Milton Boyd
• Steven Woo

The Malcolm Baldrige Quality Award
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Introduction

• THEORY OF TQM AND WHERE IT STARTED
• The Founding Father of TQM was W. Edwards Deming.
  His background came from statistics and he soon
  later applied his theories to quality.
• His theories soon found a new home in the U.S.
  Navy and later he took his practices to Japan
  were it was more widely accepted.
• What is quality
• Quality Meeting and exceeding customers
  expectations

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Introduction

• Demings Theory
• Deming has 14 quality points but can be summed up
  in 4 main points
• 1. Plan Identify the Problem and develop the
  plan for improvement
• 2. Do Implement the plan on a test basis
• 3. Study/Check Access the plan is it working
• 4. Act Institutionalize improvement continue
  the cycle

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Status-How is TQM used in Information Systems

• Here are the methods used from TQM in IS
• Pareto Analysis-Which is a diagram for tallying
  the percentage of defects causes to identiy major
  quality problems.
• Flow charts- A diagram of the steps in a process
  helps focus on where in a process a quality
  problem might exist.
• Check Sheet- A fact finding tool for tallying
  the number of defects for a list of previously
  identified problem causes.
• Histogram- A diagram showing the frequency of
  data related to quality problems

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Status-How is TQM used in Information Systems

• Scatter Diagram- A graph showing the
  relationship between two variables in a process
  identifies a pattern that may cause a quality
  problem
• Statistical Process Control Chart-A chart with
  statistical upper and lower limit if the process
  stays between these limits over time it is in
  control and a problem does not exist
• Cause and Effect Diagrams-Also called a
  fishbone diagram a graph of the causes of a
  quality problem divided into categories

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Objective-I.S. Quality Control Incorporated into
Businesses

• Kentucky Fried Chicken-Statistical Process
  Control
• Xerox-Benchmarking-The first step in quality
  control
• NASA-Benchmarking-The first step in quality
  control

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Kentucky Fried Chicken

• KFCs Quality Control
• Specific Example- Drive Through Time
• Systems used to address this problem

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Xerox

• Uses Intelligence programs to keep up with
  competitors-one of the best by the APQC

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Xerox

• Practices that Xerox used for Benchmarking with
  I.S. systems
• 1. Decentralizing intelligence networks to
  leverage experience expertise and resources
  across the company.
• 2. Incorporating information technology to help
  collect sort organize and disseminate the vast
  amount of publicly available information.

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Xerox

• Practices that Xerox used for Benchmarking with
  I.S. systems (contd)
• 3. Interrelating customer needs feedback
  evaluation and implementation to maximize the
  impact of competitive intelligence.
• 4. Use analytical frameworks to test hypotheses
  and develop recommendations.

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NASA

• NASA wants to achieve continuous improvement in
  Benchmarking
• NASA serves ASQC
• NASAs steps in benchmarking
• 1. Plan the benchmarking project
• 2. Collecting data and information
• 3. Analyze the data for performance gaps and
  enablers
• 4. Improving the process by adapting enablers
  and best practices

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Analysis

• All companies need some sort of data management
  or information to keep up with competitors.
• For quality control to be implemented all
  employees including management are needed to
  participate interpretation and implementation of
  data.

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Analysis

• All quality control tools must be up to date to
  contribute to continuous improvement and
  benchmarking.
• The customer sets the standard of quality and you
  must either meet or exceed customers
  expectation.

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Recommendation

• Business should look at the right information
  systems that will propel them into benchmarking.
• Education is key in interpreting data at levels
  in the corporate ladder. This helps everyone to
  be on the same page.
• Update systems constantly to give you the
  advantage over competitors
• Think global but act local