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TOTAL QUALITY MANAGEMENT IN MECHANICAL DESIGN

In today's competitive environment, the age-old belief of many companies that "the customer is always right" has a new twist. In order to survive, companies are focusing their entire organization on customer satisfaction. The approach followed for ensuring customer satisfaction is known as Total Quality Management (TQM). | CHAPTER 19__ TOTAL QUALITY MANAGEMENT IN MECHANICAL DESIGN B. S. Dhillon Department of Mechanical Engineering University of Ottawa Ottawa Ontario Canada 19.1 INTRODUCTION 475 19.4.5 Taguchi s Quality Philosophy Summary and Kume s 19.2 TQM IN GENERAL 476 Approach for Process 19.2.1 Total 476 Improvement 480 19.2.2 Quality 476 19.2.3 Management 476 19.5 QUALITY TOOLS AND METHODS 480 19.3 DEMING S APPROACH TO 19.5.1 Fishbone Diagram 480 TQM 477 19.5.2 Pareto Diagram 481 19.5.3 Kaizen Method 481 19.4 QUALITY IN THE DESIGN 19.5.4 Force Field Analysis 481 PHASE 477 19.5.5 Customer Needs Mapping 482 19.4.1 Product Design Review 477 19.5.6 Method 19.4.2 Process Design Review 478 Control Charts 482 19.4.3 Plans for Acquisition and 19.5.7 Poka-Yoke Method 482 Process Control 479 19.5.8 Benchmarking 483 19.4.4 Guidelines for Improving 19.5.9 Hoshin Planning Method 484 Design Quality 479 19.5.10 Gap Analysis Method 484 19.1 INTRODUCTION In today s competitive environment the age-old belief of many companies that the customer is always right has a new twist. In order to survive companies are focusing their entire organization on customer satisfaction. The approach followed for ensuring customer satisfaction is known as Total Quality Management TQM . The challenge is to manage so that the total and the quality are experienced in an effective manner.1 Though modem quality control dates back to 1916 the real beginning of TQM can be considered the late 1940s when such figures as W. E. Deming J. M. Juran and A. V. Feigenbaum played an instrumental role.2 In subsequent years the TQM approach was more widely practiced in Japan than anywhere else. In 1951 the Japanese Union of Scientists and Engineers introduced a prize named after W. E. Deming for the organization that implemented the most successful quality policies. On similar lines in 1987 the U. S. government introduced the Malcolm Baldrige Award. Quality cannot be inspected out of a product it must be built in. The .