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POLITECNICO DI MILANO

Corso di Laurea Magistrale in Ingegneria Gestionale Dipartimento d'Ingegneria Gestionale

TOTAL QUALITY MANAGING

Quality Lifestyle, Leadership and Motivation

Relatore: Prof. Alessandro Brun Tesi di Laurea di: Alejandro MuГ±oz Viviendas matricola 10336345

Anno Accademico 2010-2011

Politecnico di Milano

Master Thesis: Total Top quality Management

2

Politecnico dalam Milano

Expert Thesis: Total Quality Administration

This thesis is focused on:

My parents, Manel and Conchi, For instilling the correct principles on my personality, Although it has not been easy.

My sister, Esther, For promoting and advising me, Inside the moments I needed her.

For all of my children, For being generally there and being concerned, As I was his personal son.

My personal professor Alessandro, For next and advising in my thesis,

And finally, to all or any my friends,

Mainly because without them… … I might have not finished my level.

3

Politecnico di Milano

Master Thesis: Total Quality Management

Synopsis

This thesis encompasses every aspects of business connected with TQM. Its key concepts happen to be emphasis on managing commitment, concentrate on the customer, engagement of all, continuous improvement, dealing with suppliers while partners and performance metrics. The objective of the thesis is to give a global eyesight about the overall Quality Managing concept, as well as the most important related ideas. As engineering college student, it is important to acquire basic know-how about the details described over.

4

Politecnico di Milano

Master Thesis: Total Quality Management

a few

Politecnico dalam Milano

Master Thesis: Total Quality Managing

Acknowledgements

THANKS A LOT ALL

six

Politecnico di Milano

Learn Thesis: Total Quality Managing

Contents

Synopsis....................................................................................................................................... 4 Acknowledgements....................................................................................................................... 6 1 . 2 . three or more. 4. Determination............................................................................................................................. 9 Launch........................................................................................................................ 10 Famous evolution of TQM................................................................................................ 13 Philosophy, rules and ideas of TQM...................................................................... 17 4. 1 . The building blocks and the four sides with the TQM pyramid............................................ 18 Supervision commitment................................................................................. 19

4. 1 ) 1 . 5. 2 . 5. 3.

Concentrate on the customer and the employee.................................................................. 3 Focus on details.............................................................................................................. 26 Measurements of client satisfaction............................................................ 28 Computing employee pleasure....................................................................... 29 Quality control items and quality checkpoints.................................................. 29

4. three or more. 1 . four. 3. installment payments on your 4. several. 3. 5. 4. 5. 5. five.

Continuous improvements.......................................................................................... 31 Everyones participation............................................................................................ 34

The economics of quality.................................................................................................... 39 your five. 1 . Resourcing errors........................................................................................................ 39 Expenditure that does not lead to immediate benefit to get the customer................... 39...

Bibliography: 12. 1 . Books

Berne, Joshua, 1961, Online games People Perform

Master Thesis: Total Top quality Management

Golzimer, Linda, 1989, Customer Powered

Master Thesis: Total Quality Management

Setsuo, Mito, 1990, The Honda Book of Management

12. 2 . College or university notes

Bashshur, Michael Ur., 2009, Ideals, Attitudes & Emotions

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