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/效果- the degree to which an anization meets and preferably exceeds a customer’ s need and requirement. ? Efficiency效率- refers to the resources consumed in attempting to bee effective. ? 作者調(diào)查知- An average anization experiences over 50﹪ is efficiency and over 70﹪ is effectiveness. 3/12/2023 4 Total Quality Management The eight essential steps Step1- Creation and Agreement of Strategic Business Objectives ? 策略目標(biāo)的建立與共識 To obtain support and active involvement of management, the quality initiative must be linked to the ongoing strategic business objectives of the anization. 品質(zhì)管理必須與公司的策略目標(biāo)結(jié)合 3/12/2023 5 Total Quality Management Creation and Agreement of Strategic Business Objectives ? Business Objectives of The Westin Tabor Center - Gross Operating Profit per Available Room追求每一個客房的最佳利潤 of Their AAA FourStar Rating AAA- American Automobile Association Satisfaction-員工滿意是客戶能滿意的保證,這對旅館業(yè)是特別重要。 3/12/2023 1 Total Quality Management The Six Sigma Revolution 第二章 The Strategy of Six Sigma 王德榮 9042302 3/12/