Office Tqm Sample
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The document discusses concepts of quality management including total quality management (TQM). It outlines Deming's 14 points for quality management focusing on continuous improvement, employee empowerment, and breaking down barriers between departments. Charts are used to measure and control quality through collecting data on defects over time.
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Office Tqm Sample
- 1. Lean Office - Total Quality Management Superfactory Excellence Program™ www.superfactory.com © 2005 Superfactory™. All Rights Reserved.
- 3. Service Quality Attributes © 2005 Superfactory™. All Rights Reserved. Under- standing Tangibles Reliability Communication Credibility Security Responsiveness Competence Courtesy Access
- 7. Control Chart—collect data © 2005 Superfactory™. All Rights Reserved. 18 12 6 3 9 15 21 24 27 2 4 6 8 10 12 14 16 Sample number Number of defects UCL = 23.35 LCL = 1.99 c = 12.67