Harral, William M.; Berg, Douglas L. (1993, ASQC) Arch Associates; Northville, MI
Total quality management (TQM) can be implemented while simultaneously adhering to product standards and fulfilling customer needs. Handling these processes independently can lead to turmoil and waste of time, people, and other resources. In particular, a company may need to address ISO (International Organization for Standardization) standard 9000 requirements for design and production of exports to the European Community. A set of tools for seeing the relationships among TQM outputs, ISO 9000, and other customer requirements are the quality function deployment (QFD) matrices. For example, a QFD matrix can map TQM outputs into the specific standards of ISO 9001, ISO 9002, and ISO 9003. A set of cascading matrices point the way toward policies, functions, and activities that implement the needs of TQM, ISO, and customers. The matrices show similarities and contrasts, dependencies and gaps, synergies and inconsistencies among the various requirements. The matrices provide a structure and a means for taking a view of the whole quality system. Their graphical nature increases the likelihood of understanding these relationships. And they provide a way to document the quality system. Though the matrices can be created by hand, there are several inexpensive software packages that produce and maintain QFD matrices. These QFD tools allow comprehensive and parallel approaches to TQM and various other process requirements.
ISO 9000,Total Quality Management (TQM)