According to GB/T19000-2008/ISO 9000: 2005 "Basic Principles and Terminology of Quality Management System", quality is defined as "the degree to which a set of inherent characteristics meet the requirements". Generally speaking, quality has broad and narrow understandings: narrow quality refers to the quality of products or services; Quality in a broad sense includes not only product quality in a narrow sense, but also working quality.
(2) Total Quality Management
TQC, referred to as TQM for short, is an enterprise that takes quality management as the center, all employees and relevant departments actively participate, and combines professional technology, enterprise management, mathematical statistics and ideological education to establish a quality assurance system for the whole process of product development, design, production (operation) and service, and effectively uses human, financial, material and information resources by the most economical means to produce products that customers are satisfied with.
The basic core of total quality management is to improve people's quality, enhance quality awareness and emphasize people's enthusiasm, and everyone should do their job well. By improving people's work quality, ensuring process quality and ensuring product quality with process quality, the purpose of comprehensively improving enterprise and social and economic benefits can be achieved.
(C) the basic requirements of total quality management
The basic requirements for implementing total quality management can be summarized as one sentence: "One variety in three aspects". "Three aspects" refers to the quality management of the whole process, all employees and the whole enterprise; "Diversity" refers to multi-method quality management.
1. The whole process of quality management
The whole process of quality management includes the quality management of all related processes from market research, product design and development, production (operation) to sales and service. The whole process management means that every working procedure has quality standards, and the quality is strictly controlled to prevent unqualified products from flowing into the next working procedure. Therefore, the whole process of quality management must reflect the idea of "prevention first, continuous improvement, and service for users", "from identifying customer needs, and finally meeting customer needs".
2. Quality management of all employees
To make the quality of each working procedure meet the quality standards, it is bound to involve whether every employee has a strong sense of quality and work quality. This requires all employees in enterprises and job sites to ensure the quality of each working procedure with their own work quality. Therefore, total quality management is "starting with education and ending with education".
3. Quality management of the whole enterprise
In enterprise management, each management level has corresponding quality management activities, and different levels of quality management activities have different emphases. The upper layer focuses on decision-making and coordination; The middle layer focuses on performing its quality function; Grass-roots (operation layer) focuses on operating in strict accordance with technical standards and operating procedures. Therefore, the quality management of the whole enterprise is "quality-centered, valued by leaders, organized and implemented, and the system is perfect".
4. Multi-method quality management
With the development of modern science and technology, higher and higher requirements are put forward for the quality of products and services, and the factors affecting the quality of products and services are becoming more and more complicated: both material factors and human factors; There are both technical factors and management factors; There are both internal and external causes. In order to systematically control and comprehensively manage this series of factors, we must distinguish different influencing factors according to different situations, and use a variety of modern management science widely and flexibly to solve contemporary quality problems. In the process of applying these methods, we should pay attention to: respect objective facts and try to speak with data; Follow the working procedure of PDCA cycle; Make extensive use of the new achievements of science and technology.