LESSON 3

The forces that influence the future of quality in the practice of TQM are: those that differentiates and correlates the quality of products and services in the 8 quality dimensions which are: Performance (operating practices); Features (bells and whistles of a product); Reliability ( the probability of survival); Conformance (matching of standards between planned and expected); Durability (amount of use until replacement is preferable); Serviceability (reparability); Aesthetics (How it looks, feels, sounds, tastes, smells); Perceived Quality (subjective assessment based from image, ads brand names)

PRODUCT: CONSUMER GOODSTYPE : AUTOMOBILE (CARS)BRAND : FORD TAURUS vs HONDA ACCORDIMAGE : CORPORATE LEADERSHIPVALUE : TEAMWORK, PROCESS IMPROVEMENT, AND CONTINUOUS IMPROVEMENTTOTAL QUALITY MANAGEMENT:MALCOLM BALDRIDGE NATIONAL QUALITY AWARD- 1987SHIFTED TO THE SERVICES SECTOR

PRODUCT: SERVICE GOODSTYPE : EDUCATIONBRAND : ATENEO vs DE LA SALLEIMAGE : SPORTS/ACADEMIC LEADERSHIPVALUE : TEAMWORK, PROCESS IMPROVEMENT, AND CONTINUOUS IMPROVEMENTTOTAL QUALITY MANAGEMENT:PACU-COA, PAASCU- Accreditation on ProgramsSHIFTED TO ISO- SOPs & Protocols, Transparency, Equity, Performance Excellence, Globalization

PRINCIPLES OF TQM

CUSTOMER FOCUS

LEADERSHIP

INVOLVEMENT OF PEOPLE

SYSTEM APPROACH

PROCESS APPROACH

CONTINUAL IMPROVEMENT

FACTUAL APPROACH TO DECISION MAKING

MUTUALLY BENEFICIAL SUPPLIER RELATIONSHIP

QUIZ1. How might TQ apply to your

personal life?2. Cite an example in which you

did not purchase a product or service using the following identifiers:

PRODUCT: _____________________________TYPE : _____________________________BRAND : _____________________________IMAGE : _____________________________ VALUE : _____________________________TQM USED _____________________________

ASSIGNMENT