The content and characteristics of total quality management can be summarized as "three wholeness" and "four everything". Three-in-one and three-in-one refers to the management of total quality, whole process and full participation. The following is the concept and characteristics of total quality management that I have compiled. Welcome to read the collection!
Since feigenbaum put forward the concept of total quality management in 1960s, total quality management has been paid attention to and popularized all over the world. The most effective application of TQM is Japanese enterprises. Japanese enterprises began to introduce the theory and method of total quality management in the late 1960s, and combined with Japan's national conditions and enterprise reality, formed a TQC system with Japanese characteristics, which played a great role in improving enterprise management level and product quality. Today, total quality management is still the cornerstone and main content of modern enterprise quality management.
1, the definition of total quality management
The international standard ISO 8402: 94 "The term total quality management and quality assurance" once defined TQM as: an organization takes quality as the center, based on the participation of all employees, and aims to achieve long-term success through customer satisfaction and the interests of all members of the organization and society.
This definition means that if an enterprise wants to occupy a dominant position in the fierce market competition for a long time, it must implement a quality management strategy, take quality as the core of all work, and make customers get the highest satisfaction with high-quality products and services through quality management and control with full participation, and finally make the enterprise get the greatest economic benefits.
Some scholars in our country define TQM as: TQM is a set of scientific management technology that industrial enterprises mobilize all employees, comprehensively apply various modern management technologies, professional technologies and various calculation methods, and ensure the production of high-quality products that users and society are satisfied with through the whole process of product life cycle and the control of various elements, and provide high-quality services in the most economical way.
The above two definitions are slightly different in narrative, but the content is the same. In short, the core idea of total quality management is that all activities of enterprises are carried out around quality. Conceptually, TQM embodies the theoretical system and working methods of modern quality management. Therefore, total quality management is the "program" of enterprise quality management. Only when enterprises conscientiously implement the idea of total quality management and carry out quality management according to the working mode of total quality management can they ensure to produce products that users are satisfied with in the most economical way.
At present, many enterprises are implementing ISO9000 quality management system. In the process of establishing and operating the quality management system, we must integrate the idea of total quality management and make full use of the theory and working methods of total quality management. In fact, some scholars believe that ISO9000 quality management system is the standardization of total quality management theory and method. Although this statement is biased, it also has some truth.
2, the characteristics of total quality management
The characteristics of total quality management are mainly reflected in the aspects of full participation, whole process control, comprehensive objects, comprehensive methods and comprehensive economic benefits.
(1) Full participation in quality management
The quality of products is a comprehensive reflection of many production links and various management work. The work quality of any link and personnel in an enterprise will directly or indirectly affect the product quality to varying degrees. "Total" in total quality management means that quality management is not a matter of several full-time staff, but an activity that all employees of all departments and classes in the whole enterprise participate in together. However, TQM is not "everyone engages in quality management in a decentralized way", but "everyone systematically engages in quality management together to achieve a common goal". Therefore, quality management activities must be systematic activities of "organic" organizations in which all departments participate. At the same time, in order to maximize the effectiveness of total quality management, it is necessary to strengthen the horizontal cooperation between various functional departments and business departments within the enterprise, which has even gradually extended to users and suppliers outside the enterprise.
(2) the whole process of quality management
Product quality is first formed in the design process, then manufactured through the production process, and finally passed on to users through sales and service. Here, the whole process of product quality generation, formation and realization extends from the original manufacturing and inspection process to the process of market research, design, procurement and production preparation, backward to the links of packaging, delivery, use, after-use treatment, pre-sales and after-sales service, upward to enterprise management and downward to the auxiliary production process, thus forming a whole life cycle process from market research, design, production, sales to after-sales service. In addition, in order to realize the whole process of quality management, we must establish the quality management system of enterprises, organically organize the quality management activities of all employees and departments of enterprises, and bring all kinds of influencing factors and links in the whole process of product quality into the category of quality management, so as to meet the needs of users in time in the increasingly fierce market competition and continuously improve the competitive strength of enterprises.
(3) the comprehensiveness of the management object
The object of TQM is quality, which includes not only product quality, but also work quality. Only by improving the quality of work can we finally improve the quality of products and services. In addition, another meaning of the comprehensiveness of the management object is the comprehensive control of the factors that affect the quality of products and services. There are many factors affecting product quality, including personnel, machinery and equipment, materials, process methods, testing methods, environment and so on. Only by comprehensively controlling these factors can the quality of products and work be improved.
(4) the comprehensiveness of management methods
Although mathematical statistics technology is the most effective tool in all stages of quality management, the factors affecting product quality are complex, including both material factors and human factors. There are both production technology factors and management factors. To do a good job in total quality management, we should not rely solely on mathematical statistics technology, but flexibly use various modern management science methods and means according to different situations and factors to systematically control many influencing factors and realize overall management and comprehensive management. In total quality management, besides statistical methods, various quality design techniques, process feedback control techniques, optimization techniques, network planning techniques, prediction and decision-making techniques and computer-aided quality management techniques are often used.
(5) the comprehensiveness of economic benefits
An enterprise is an economic entity. Under the condition of market economy, its main purpose is to obtain the greatest economic benefits. The comprehensiveness of economic benefits in total quality management should not only ensure that manufacturing enterprises can maximize economic benefits, but also consider economic benefits from the perspective of society and the whole process of product life cycle. In other words, to maximize social and economic benefits, so that producers, storage and transportation companies, sales companies, users and product scrap processors in the supply chain can maximize their benefits.
Extended reading: a summary of the basic work of total quality management
The basic work of total quality management is the foothold and foundation for industrial enterprises to establish quality system and carry out quality management activities, and it is also the premise and guarantee for quality management activities to achieve results and the effective operation of quality system. According to the experience at home and abroad, to implement total quality management, we should first focus on the following five aspects:
(A) quality education work
Total quality management is the management of "taking quality as the center and people as the center". Therefore, to carry out total quality management activities, we must start with improving the quality of employees and take quality education as the "first procedure". Only through quality education can we continuously improve the quality awareness of all employees in the enterprise, master and apply the theories, methods and technologies of quality management, consciously improve the professional level, operational technical level and management ability, continuously improve and improve the quality of work, and produce products that customers are satisfied with.
Quality management education mainly includes two aspects: on the one hand, it is the publicity and education of the basic ideas and principles of total quality management; On the other hand, it is the technical business training and education of employees.
(2) Standardization work
Standards are the yardstick to measure the quality of products and work, and also the basis for enterprises to carry out production technology activities and management.
Standards include technical standards and management standards. Technical standards are technical guidelines for things that need to be unified and coordinated in technical activities; Management standards are guidelines for reasonably organizing, utilizing and developing productive forces, correctly handling the relations between production, exchange, distribution and consumption, and for administrative and economic management institutions to exercise management functions such as planning, supervision, command, coordination and control.
Standardization is an activity that unifies the repeated things and concepts in social practice such as economy, technology, science and management by formulating, issuing and implementing standards, so as to obtain the best order and social benefits. Standardization is an important means for enterprises to improve product quality and develop varieties, and it is also the guide and basis for enterprises to realize various management functions.
Enterprises should focus on solving several problems when carrying out standardization work: first, they must be guided by the idea of "customer first"; Second, we must adhere to the principle of systematization; Third, enterprise standardization must meet the specific requirements of authority, science, mass, coherence and clarity.
(3) Measurement work
Metrology management, including precision measurement, physical and chemical test and technical appraisal, is an important means to ensure the unification of product quality characteristic data, the implementation of technical standards, the exchange of parts and components and the production of high-quality products. Therefore, measurement management is an important part of total quality management. The important task of enterprise measurement is to unify the measurement unit system, organize the correct transmission of the value and ensure the unity of the value.
(4) Quality information work
Quality information refers to the original records, basic data and various information that reflect the product quality and the work quality of production, supply and sales in the process of product use.
To do a good job in quality management and grasp the development law of product quality movement, we must go deep into practice, seriously investigate and study, and master a large number of complete and accurate information. The accuracy, completeness and timeliness of quality information will seriously affect the quality of decision-making. Quality information is an indispensable foundation of quality management, the most direct raw material for improving product quality, organizing internal and external feedback and improving the quality of all links, the basic means to correctly understand the internal relationship between the changes of factors affecting product quality and product quality fluctuation, the basis for quality management by using computers, and the indispensable basic work for strengthening quality management.
(5) Quality responsibility system
Establishing quality responsibility system is a basic work for enterprises to implement total quality management, and it is also an indispensable content for enterprises to establish quality system. Every department and employee in the enterprise should be clear about their specific tasks, responsibilities and rights, so that everything is managed by someone, everyone has a special project, there are standards for doing things, and there is a basis for assessment. Combine all quality-related work with the enthusiasm and sense of responsibility of the employees to form a strict quality management system. Once the product quality problems are found, we can quickly track the quality, find out the quality responsibility, sum up the experience and lessons, and better ensure and improve the product quality. Form a strict and effective total quality management system within the enterprise.
;