:

. ( 1982) . ( 1992) ( 1994) . ( 1992)

. 1 ) : . 2 ) : 3 ) : .

Pillars of TQM

Total Quality ManagementThe TQM SystemCustomerFocusProcessImprovementTotalInvolvementLeadershipEducation and Training Supportive structureCommunications Reward and recognitionMeasurementContinuousImprovementObjectivePrinciplesElements

Total Quality Management

Other elements of TQMTotal Quality Management LeadershipVision and Plan StatementEmployee ParticipationEducation and Training Performance Evaluation

2A

1900 1928 . . 21 . PDCA . .

1 ) 2 ) 3 ) 4 ) 5 ) 6 ) 7 ) 8 ) 9 ) 10 ) 11 ) 12 ) 13 ) 14 )

1 ) 2 ) 3 ) 4 )

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Four Revolutions of Management Thinking in TQM

PlanDoCheck(Analyze)Act

Plan-Do-Check-Act (PDCA) Circle

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C4 TQM

1 ) Commitment ( .)2 ) Competence ( ) 3 ) Comunication ( .) 4 ) Continuous improvement ( )

QUESTIONS?

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