“quality, tqm and iso” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf ·...
Embed Size (px)
TRANSCRIPT
![Page 1: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/1.jpg)
1
“Quality, TQM and ISO”
นําเสนอโดย
นายสาคร เลิศศรีผูจัดการสวนคุณภาพ-เทคโนโลยี
![Page 2: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/2.jpg)
2
Prepared by : Sakorn L.
Stakeholders
������ ��� ��ก�Organization
���������������� / Stakeholders
�������Competitors
���������Shareholders
������Governments
���ก��Employees
�����Communities
����������Suppliers
��ก���Customers
![Page 3: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/3.jpg)
3
Prepared by : Sakorn L.
ISO ������ ?• ISO = International Organization for
Standardization
• ISO is a network of standards institutes from +/-150 countries with a central office in Geneva, Switzerland, that coordinates the system.
![Page 4: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/4.jpg)
4
Prepared by : Sakorn L.
��ก�� ISO 9000 ?• ISO9000 series standard : �������� ��ก��!�"ก��
"�����#$��– ISO9000 :2005 � QMS-Fundamentals and
Vocabulary (���กก����&����'� �(�)����)
– ISO9001:2000 � :2008 � Quality Management system � Requirements
– ISO9004:2000 � : 2009 ก(���+���+�� Guidelines for performance improvements
– ISO19011:2002� Guidelines for quality and/or environmental management auditing (��������ก����,!+� ���� QMS/EMS)
![Page 5: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/5.jpg)
5
Prepared by : Sakorn L.
��ก�� ISO '� ��������-�. ?• ISO14001:2004 � �������ก��!�"ก��"���/�-',"���
• OHSAS18001 � ก��!�"ก����0,�����'� �,��+�"$��1�ก���(���
• Industry specific interpretation.• AS9000 : Aerospace Basic Quality System• QS9000 :Automotive Manufacturing (GM, Ford,
Chrysler etc..)• ISO/TS 16949:2002 : Automotive Manufacturing
(American and Europe Manufacturer)• Etc..
![Page 6: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/6.jpg)
6
Prepared by : Sakorn L.
2��/���3 ISO9001• 0 ���(�• 1 3��3�• 2 �����������ก/�����• 3 �(�)����'� �(������• 4 � ����������#$��• 5 �,�������"��345��������• 6 ก��������������ก�• 7 ก� �,�ก���0-�(�1������$�#6��+7�!��• 8 ก��,�" ก��,����� �� '� ก��+���+��
![Page 7: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/7.jpg)
7
Prepared by : Sakorn L.
ความรับผิดชอบของฝายบริหาร
กระบวนการระบบบริหารคุณภาพ ISO9001กระบวนการระบบบริหารคุณภาพ ISO9001
การบริหารทรัพยากร
การวัด การวิเคราะหและการปรับปรุง
การดําเนินการใหผลิตภัณฑเปนจริง
การปรับปรุงอยางตอเนื่องของระบบบริหารคุณภาพ
ผลิตภัณฑผลิตภัณฑบริการบริการ
OUTPUTOUTPUT
INPUTINPUT
��ก���
����
����ก��
����
�����
��
��ก���
44444444
88888888
77777777
66666666
55555555
![Page 8: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/8.jpg)
8
Prepared by : Sakorn L.
3�&���1�ก��3����������� ISOจัดทําแผนงานที่ชัดเจน
แตงตั้งตัวแทนฝายบริหาร (MR) และคณะกรรมการจัดทําระบบคุณภาพ
กําหนดนโยบายและเปาหมายที่ชัดเจน
ศึกษาขอกําหนด และตรวจสอบความพรอม
จัดทําระบบเอกสารที่จําเปน
ฝกอบรมใหความรูพนักงานที่เกีย่วของ
นําระบบที่ทําขึ้นไปปฎิบัติใช
ทําการตรวจประเมินคุณภาพภายใน(Internal Audit)
ประชุมทบทวนโดยฝายบริหาร(Management Review)
สงเอกสารใหกบั CB เพื่อ ทํา Desk study
Pre-audit onsite by CB
Main audit onsite by CB
คัดเลือกผูตรวจประเมินและใหการรับรอง (Certify Body)
ไดรับการรับรอง
ผิดขอกําหนดขั้น Major แกไข
แกไข
หมายเหตุ : กอนจะทําการขอรับรองระบบตองมีการผลิตไปแลวไมนอยกวา 6 เดือน และ มีการ ทํา IA and MR meeting อยางนอย 1 รอบ
![Page 9: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/9.jpg)
9
Prepared by : Sakorn L.
������� ��!�???
What is Quality?
![Page 10: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/10.jpg)
10
Prepared by : Sakorn L.
คุณภาพคืออะไร ?
คุณภาพ (Quality) คือ สิ่งที่ตรงตามความตองการ หรือเหนือกวาความคาดหวัง ���� ลูกคาพึงพอใจ หรือ ประทับใจ
“Consistently meeting or exceeding the customer’s needs and expectation � Customer Satisfaction” ref. maytee silde
![Page 11: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/11.jpg)
11
Prepared by : Sakorn L.
คุณภาพคืออะไร ?
Big Q and small q?•คุณภาพของสินคาและบริการ (quality)
•ตนทุนการผลิต/ราคา สมเหตุสมผล (cost)
•การสงมอบสินคาทันเวลา(delivery)
•ความปลอดภัยของสินคาและบริการ(safety)
•ขวัญกําลังใจพนักงาน (morale)
•สิ่งแวดลอม (environment)
•จริยธรรม (ethics)
•…
![Page 12: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/12.jpg)
12
Prepared by : Sakorn L.
��#���������� (Cost of Quality)
• ก��$%��ก& (prevention)• ก��������'����$�!��( (appraisal)• ������ ��!�()��(�$ก�(�ก�!'�ก����(� (internal failure)• �()��(�$ก�(#�)�'��ก��ก��� (external failure)
![Page 13: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/13.jpg)
13
Prepared by : Sakorn L.
Attractive
Must- BeMust- Be
Insufficient� Sufficient�
OBJECTIVESUFFICIENCY
Dissatisfied�
Satisfied�
SUBJECTIVESATISFACTION
ATTRACTIVE QUALITY VS MUST-BE QUALITY- TWO DIMENSIONS OF QUALITY -
Ref. Mr. Maytee T.
![Page 14: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/14.jpg)
14
Prepared by : Sakorn L.
Customer Satisfaction VS Customer Delight
SatisfactionSatisfaction
HighDelightDelight
GapGap
Low Customer NeedExpectation
Customer Perceptionof Performance
Ref. Mr. Maytee T.
![Page 15: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/15.jpg)
15
Prepared by : Sakorn L.
TQM �� 8�
![Page 16: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/16.jpg)
16
Prepared by : Sakorn L.
DEFINITION OF TQM
TQM is a customer focus way with:
•System and Scientific approaches
•PDCA Cycle
•Human•Company / Group –wide way
This will lead a company to satisfy and delight
customers through its products and services and
then will bring about the outstanding business
performances to the company.
Ref. Dr. Kano, 2008
![Page 17: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/17.jpg)
17
Prepared by : Sakorn L.
Meaning of “TOTAL”
“T” of TQM
• Company - / Group – wide
Management Committment and Employee
Involvement with win-win relationship with
Vendors.
•Objective of TQM
Customer Satisfaction through Quality PlusPlus.
Ref. Dr. Kano, 2008
![Page 18: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/18.jpg)
18
Prepared by : Sakorn L.
What are objective of
TQM?
Ref. Dr. Kano, 2008
productivityenhancement
customer satisfaction
+environment
protection
costreduction
deliveryshortening
salesexpansion,etc.
![Page 19: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/19.jpg)
19
Prepared by : Sakorn L.
Doughnutized Phenomenon
unfavorable case
Ref. Dr. Kano, 2008
productivityenhancement
costreduction
deliveryshortening
salesexpansion,etc.
![Page 20: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/20.jpg)
20
Prepared by : Sakorn L.
TQM (incl. ISO9004Strategic and Operational Management viewpoints of
Effectiveness such as Customer Satisfaction
+
Efficiency such as Company Profit
TQM vs ISO9001
Ref. Dr. Kano, 2008
ISO 9001Focus on Operational Management
Viewpoint of Effectiveness such as
Customer Satisfaction
![Page 21: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/21.jpg)
21
Prepared by : Sakorn L.
TQMPrioritized Cases + QMS
Principles[Quality,PDCA cycle, Prioritization]
Methods/Techniques[Problem Solving/Task Achieving
QC story, 7 tools, Statistical
Methods, etc.]
Vehicles[Policy and Daily Management,
QCC, etc.]
Strategic and Operational
Management for customers and
Company
ISO 9004Requirements of QMS
Significance of TQM In contrast with ISO 9001/ISO 9004
Ref. Dr. Kano, 2008
ISO 9001Requirements of QMS
Operational Management
for Customers
QMS : Quality Management System
![Page 22: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/22.jpg)
22
Prepared by : Sakorn L.
SCIENTIFIC APPROACH
TWO COMPONENTS:
BASED ON
Facts or DATA
LOGIC
Application of statistical techniques
Ref. Mr. Maytee T.
![Page 23: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/23.jpg)
23
Prepared by : Sakorn L.
SYSTEMS APPROACHSYSTEMS APPROACH
Objective-oriented rather thanprocedure-oriented!!!
INPUT OUTPUTSYSTEM
OBJECTIVES
efficiency = output / input
effectivenessFitness for objective
Ref. Mr. Maytee T.
Management Resources
Human Resource
Material
Money , etc.
Notes : The expression of a system with its objecti ves is due to Prof. Masao Akiba
Speed
![Page 24: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/24.jpg)
24
Prepared by : Sakorn L.
Prof. Kano and I, March 2008
![Page 25: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/25.jpg)
25
Prepared by : Sakorn L.
CS/CD + ES + Env’t(Quality)
Driving Force to Motivate Executive / people
Techniques Vehicles Concepts
Globalization
Goal & Strategy
General Education Political Stability
Statesmen with Leadership
Enlightened Population
Intrinsic Technology/ Info Technology
The House of The House of TQMTQMRef. Mr. Maytee T.
CS: Customer SatisfactionCD: Customer DelightES: Employee SatisfactionEnv’t : Environment
![Page 26: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/26.jpg)
26
Prepared by : Sakorn L.
������#$��3 Dr.Kano
������������ ��� (Intrinsic Technology)
������ก�����ก ���������������ก��� (Motivation Approach)
1 ก�����������������2 ก�����������������3 ก����������������� �����4 ก��������� ����!"#�5 ���ก�! ��!"#�6 ���$ ��$��� ���TQM7 ก�����ก��%&ก'� ���ก��()ก*���
����� ������ ����ก��!�+�*�*��,ก��
����&�*���*���ก��� / ก�����ก���!"#�Customer satisfaction /Quality Assurance
1 �!ก����$ ��� ��
3 ก�����ก��.� /��0*��ก���4 ���� PDCA5 �!"#�$����/ ���ก�����ก��6 ก���������� ก��� ��1���*�����2��3�����7 ก���� ��� ������$����48 ������2ก�����ก��9 ก���� �����3���5�6��
1 ���02*��0*07�6�� QC 7 *� ��2 QC new seven tools3 Control chart4 Correlation andregression
5 Analysis of variance6 Test & Estimation
7 Experimental design
9 Reliability engineering
2 �*���������$ �����
8 Multi-Variable analysis
![Page 27: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/27.jpg)
27
Prepared by : Sakorn L.
แนวคิดทีคิวเอ็ม (TQM Concepts)
1 �!ก����$ ��� ��
3 ก�����ก��.� /��0*��ก���4 ���� PDCA
5 �!"#�$����/ ���ก�����ก��
6 ก���������� ก��� ��1���*�����2��3�����
7 ก���� ��� ������$����48 ������2ก�����ก��9 ก���� �����3���5�6��
2 �*���������$ �����
![Page 28: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/28.jpg)
28
Prepared by : Sakorn L.
Tool using for TQM 1. The 7 QC Tools
(��� )��� � 7 � ������ QC)
2. The 7 Management Tools(��� )��� � 7 � ���#�)P�� �ก��'�(Q��)
3. Using statistical method (�(S�ก��#���T(�()4. �(S�ก��� )V �P� VA/VE
![Page 29: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/29.jpg)
29
Prepared by : Sakorn L.
TQM Vehicles1. Policy Management; PM
(ก��'�(Q��X '� )2. Daily Management; DM
(ก��'�(Q����$�!�Y��&)3. Cross-functional Management; CFM
(ก��'�(Q�������!Q����Q�� �� )4. Bottom-up Activities (ก(�ก���$�&'$���������&ก���!�&'����)
![Page 30: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/30.jpg)
30
Prepared by : Sakorn L.
1. Breakthroughs2. Continuous improvements3. Standardization
Breakthroughs
Continuous improvements
Standardization
![Page 31: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/31.jpg)
31
Prepared by : Sakorn L.
The Boat Model for TQM PromotionVehicles
President
Daily ManagementLine
StaffCross Functional
Managment
Current Direction
PolicyManagement
Future Direction
Ref. Mr. Maytee T.
![Page 32: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/32.jpg)
32
Prepared by : Sakorn L.
MD
Div. Mger
Dep. Mger
Section Mger
Supervisor
Operator
&'(&)*+,+-./012.+3.456.('78'9+:;2<+'ก2.+
Daily Management
Policy Management(Challenge)
ABC
(Maintain)
Ref. Mr. Maytee T.
![Page 33: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/33.jpg)
33
Prepared by : Sakorn L.
,!�3�"���- (Deming Cycle)
P
AC
D
PA
CD
����Z�ก��#Y���
$�&'$���
� ������
� )��
![Page 34: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/34.jpg)
34
Prepared by : Sakorn L.
PM and DM relationship
PDC
A
Standardizationก���&�#Y��$[����Z�
SDC
A
ก��$�&'$���� ������ �$[��� $
(Incremental)
$\]Q��� ^��&�(Chronic)
Need to
Breakthrough
?
Yes
No
Breakthrough (ก��$�&'$���� ���ก���ก�!X��)
PPMM systemsystem
DM systemDM system
Ref. Mr. Maytee T.
![Page 35: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/35.jpg)
35
Prepared by : Sakorn L.
Relationship of Quality Control, Quality Management
and Attractive Quality Creation
Quality Control Conformance to Specifications
Quality ManagementCustomer Satisfaction
Attractive Quality CreationCustomer Delight
Ref. Mr. Maytee T.
![Page 36: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/36.jpg)
36
Prepared by : Sakorn L.
ก�����-�2�'�,��"�0��,�<� � Quality and Profit(TQM Methodology Key-link)
��#�
��ก���������� ����'������
����
กY��&�ก����(�
������
กY��
��ก����]���
�� �
�� �ก
![Page 37: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/37.jpg)
37
Prepared by : Sakorn L.
.
QPS QWITQM
���������'�(_&#/Q�� ��
� �����
���(]��('X��$[��(`
�������
������
���ก�
��
Cus
tom
er S
atis
fact
ion
���������������&ก��Job Satisfaction
Quality of Product & Services(��#$��3/�����'� ���ก��)
Quality of Work Life(��#$���0,��1�ก���(���)
���aก��#�)��ก����('X�� ��� &)�
![Page 38: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/38.jpg)
38
Prepared by : Sakorn L.
��X��#�)��#��S��ก(�#�)�ก�) ��&ก&' Good Quality Assurance
1. Low assurance cost ��#��ก���&'$�!ก&�������)Y�
2. Customer satisfaction increasing ��()�����������������ก���3. Repeat Orders ��ก���&)����b^Y�4. New customer from the old customer reference����ก����Q��
X� �Y��!Y���ก��ก�����(�
5. Achieve the goal revenue/profit '�����$%�Q�� ���� / กY��6. Market share up � � ก�����!����7. New market segment ����������Q��8. Competitiveness in the market ���������T�ก�������&���
Ref. Mr. Maytee T.
![Page 39: “Quality, TQM and ISO” - eng.sut.ac.theng.sut.ac.th/ceramic/old/images_news/61.pdf · “Quality, TQM and ISO ... 7 tools, Statistical Methods, etc.] ... New customer from the](https://reader031.vdocuments.net/reader031/viewer/2022022519/5b15ad787f8b9afb0a8d943f/html5/thumbnails/39.jpg)
39
Prepared by : Sakorn L.
��� ��