tqm course لكل مهندسين الجودة
TRANSCRIPT
![Page 1: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/1.jpg)
Total Quality Management
The quality journey continues……..
By / Ahmed M Hasham
![Page 2: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/2.jpg)
About Instructor
• B.Sc. of Chemistry –Alazhar university .• Business Administration Diploma .• Quality Management Diploma .• Human Resource Diploma .• MINI-MBA .• Member of the Board scientists Egypt.• Quality assistant manager in ME-VAC for veterinary
vaccines.
2/16/2015
![Page 3: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/3.jpg)
Ahmed Hasham
TQM• Total - made up of the whole• Quality - degree of excellence a product or
service provides• Management - act, art or manner of planning,
controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence.
التميز لتحقيق الكل إدارة فن2/16/2015
![Page 4: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/4.jpg)
Must to Know• Quality Meaning .• Quality system components .• Process.• Standard Operation Procedures .• Quality control .• Quality Assurance .• Internal Audit .• External Audit .• How to build QMS . • Procedure ; Form ; Record .• NCR ; CAPA.• Action plan.• Quality objective .2/16/2015
![Page 5: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/5.jpg)
Ahmed Hasham 5
Quality History
2/16/2015
![Page 6: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/6.jpg)
Importance of Quality
Company’s reputation
Product liability
International implications
Market GainsReputationVolumePrice
Lower CostsProductivityRework/ScrapWarranty
ImprovedQuality
IncreasedProfits
Market GainsReputationVolumePrice
Lower CostsProductivityRework/ScrapWarranty
ImprovedQuality
IncreasedProfits
Costs & market share
![Page 7: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/7.jpg)
Is 99% Quality Good Enough?
• 22,000 checks will be deducted from the wrong bank accounts in the next 60 minutes.
• 20,000 incorrect drug prescriptions will be written in the next 12 months.
• 12 babies will be given to the wrong parents each day.
2/16/2015 Ahmed Hasham 7
![Page 8: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/8.jpg)
9000عائلة مواصفات األيزو ISO-9000
أساسيات لشرحالجودة نظم
والمصطلحات المستخدمة
ISO-9001 متطلبات المواصفة
ISO-9004 عامة ارشادات
ISO-19011 إرشادات
نظامى لمراجعةوالبيئة الجودة
2/16/2015 Ahmed Hasham 8
![Page 9: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/9.jpg)
The Three Quality Gurus
• Deming: the best known of the “early” pioneers, is credited with popularizing quality control in Japan in early 1950s.Today, he is regarded as a national hero in that country and is the father of the world famous Deming prize for quality.
2/16/2015
![Page 10: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/10.jpg)
JURAN• Juran, like Deming was invited to Japan in 1954 by the
union of Japanese Scientists and engineers.
• Juran defines quality as fitness for use in terms of design, conformance, availability, safety and field use. He focuses on top-down management and technical methods rather than worker pride and satisfaction.
2/16/2015
![Page 11: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/11.jpg)
Philip Crosby: author of popular book Quality is Free. His absolutes of quality are:
• Quality is defined as conformance to requirements, not “goodness”
• The system for achieving quality is prevention, not appraisal.
• The performance standard is zero defects, not “that’s close enough”
• The measurement of quality is the price of non-conformance, not indexes.
2/16/2015
![Page 12: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/12.jpg)
2/16/2015
![Page 13: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/13.jpg)
2/16/2015
![Page 14: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/14.jpg)
عدم وجود أخطاء في المنتج أو الخدمة
االلتزام واإليفاء
بمتطلبات مالءمة المنتج العمالء
او الخدمة للغرض او االستخدام
عمل الشىء الصحيح
بالطريقة الصحيحة من
أول مرة وفي كل
مرة
الجودة هي:
2/16/2015
![Page 15: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/15.jpg)
Definitions of Quality
• User-Based: What consumer says it is• Mfg.-Based: Degree to which a product
conforms to design specification• Product-Based: Level of measurable product
characteristic
2/16/2015
![Page 16: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/16.jpg)
DIFINITION OF QUALITY
• The concept and vocabulary of quality are elusive. Different people interpret quality differently. Few can define quality in measurable terms that can be proved operationalized. When asked what differentiates their product or service;
The banker will answer” service” The healthcare worker will answer “quality health care” The hotel employee will answer “customer satisfaction” The manufacturer will simply answer “quality product”
2/16/2015
![Page 17: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/17.jpg)
Documentation pyramid
2/16/2015
![Page 18: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/18.jpg)
2/16/2015
![Page 19: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/19.jpg)
Ahmed Hasham 19
Process
2/16/2015
![Page 20: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/20.jpg)
Basic steps in problem solving
1. Define the problem and establish an improvement goal.2. Collect data.3. Analyze the problem.4. Generate potential solutions.5. Choose a solution.6. Implement the solution.7. Monitor the solution to see if it accomplishes the goal.
2/16/2015
![Page 21: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/21.jpg)
Quality tools
2/16/2015
![Page 22: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/22.jpg)
What are the Basic Seven Tools of Quality?
• Fishbone Diagrams• Histograms• Pareto Analysis• Flowcharts• Scatter Plots• Run Charts• Control Charts
2/16/2015
![Page 23: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/23.jpg)
Control Chart Pareto Chart
Data CollectingScatter Plot Ishikawa Chart
HistogramStratification
* *****
* * *
The seven tools
2/16/2015
![Page 24: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/24.jpg)
Techniques For Improvement.
Inputs Outputs
Input-Output analysisFlow Charts
x
xx
xx
xx
x
Scatter Diagrams
Cause-Effect DiagramsPareto Analysis Why - why analysis
Why?Why?
Why?
2/16/2015
![Page 25: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/25.jpg)
Cause-and-Effect Diagram
Effect
MaterialsMethods
EquipmentPeople
Environment
Cause
Cause
Cause
Cause
Cause
CauseCause
Cause
CauseCause
Cause
Cause
2/16/2015
![Page 26: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/26.jpg)
Check Sheet
Billing Errors
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
Monday
2/16/2015
![Page 27: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/27.jpg)
Pareto Analysis80% of the problems may be
attributed to 20% of the
causes.
Smearedprint
Num
ber
of d
efec
ts
Offcentre
Missinglabel
Loose Other
2/16/2015
![Page 28: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/28.jpg)
Taguchi Loss Function
Cost
TargetLowerspec
Upperspec
Traditionalcost function
Taguchicost function
2/16/2015
![Page 29: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/29.jpg)
Pareto Chart Thinking Challenge
You’re a quality analyst for Corning Glass. You’ve collected data on 100 rejected glasses:
Nicks 80Cuts 11Scratches 3Porosity 3Misc. 3
Prepare a Pareto Chart.
![Page 30: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/30.jpg)
Produce GoodProvide Service
Stop Process
Yes
NoAssign.
Causes?Take Sample
Inspect Sample
Find Out WhyCreateControl Chart
Start Produce GoodProvide Service
Stop Process
Yes
NoAssign.
Causes?Take Sample
Inspect Sample
Find Out WhyCreateControl Chart
Start
Statistical Process Control Steps
![Page 31: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/31.jpg)
020406080 X
Time
Control Chart Example
UCL
LCL
![Page 32: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/32.jpg)
Productivity and TQM
• Traditional view:– Quality cannot be improved without significant
losses in productivity.• TQM view:
– Improved quality leads to improved productivity.
2/16/2015
![Page 33: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/33.jpg)
Ahmed Hasham 34
Benchmarking process
2/16/2015
![Page 34: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/34.jpg)
Quality system principles
2/16/2015
![Page 35: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/35.jpg)
TQM
2/16/2015
![Page 36: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/36.jpg)
Basic concepts for Quality الجودة مثلث
رغبات و متطلباتالمستهلك
اإلنتاج خصائص التصميم خصائص
جودة التصنيع
داء
األدة
جوالتصميمجودة
2/16/2015
![Page 37: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/37.jpg)
للجودة المتكامل الضبط عناصرللمنتج - 1 مواصفات رغبات. وضع فيها يدخل و
و التطوير و التصميم مواصفات و المستهلكاألبحاث.
الداخلة – 2 المواد جودة .ضبطالتشغيل – 3 أثناء المنتج جودة .ضبطالنهائي – 4 المنتج جودة التغليف ضبط ذلك في بما
أجهزة جودة ضبط و النقل و التخزين و التعبئة و. الفحص و القياس
البيع – 5 بعد المنتج جودة هذا ضبط يمثل والمعولية ) (.Reliabilityباإلعتمادية
الجودة – 6 اإلدارية إدارة النواحي كل تمثل والجودة مستوى تحسين و برفع المتصلة
, غير) إلى الحوافز و التدريب الجودة مسؤوليةذلك(
![Page 38: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/38.jpg)
الجودة تكاليف
الجودة تكاليفQuality Costs
اإلخفاق تكاليففي
الجودة ضبطCosts of Poor Quality
اإلخفاق تكاليفالداخلي
Internal Failure Costs
اإلخفاق تكاليفالخارجي
External Failure Costs
ضبط تكاليفالجودة
Cost of Good quality
التقييم تكاليفAppraisal Costs
الوقاية تكاليفPrevention Costs
2/16/2015 Ahmed Hasham 39
![Page 39: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/39.jpg)
Quality Costs
COST OF QUALITY IS THE COST OF NON QUALITY
1: 10:100 Rule“A stitch in time saves nine”
2/16/2015 Ahmed Hasham 40
![Page 40: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/40.jpg)
Quality Costs
Cost of Prevention Prevention costs include those activities which remove and
prevent defects from occurring in the production process. Included are such activities as quality planning, production
reviews, training, and engineering analysis, which are incurred to ensure that poor quality is not produced. Appraisal
Those costs incurred to identify poor quality products after they occur but before shipment to customers. e.g. Inspection activity.
2/16/2015 Ahmed Hasham 41
![Page 41: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/41.jpg)
Quality Costs
Internal Failure Those incurred during the production process. Include such items as machine downtime, poor quality
materials, scrap, and rework.External Failure Those incurred after the product is shipped. External failure costs include returns and allowances,
warranty costs, and hidden costs of customer dissatisfaction and lost market share.
2/16/2015 Ahmed Hasham 42
![Page 42: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/42.jpg)
Benefits of TQM
Greater customer loyalty Market share improvement Higher stock prices Reduced service calls Higher prices Greater productivity
2/16/2015 Ahmed Hasham 43
![Page 43: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/43.jpg)
الجودة مسؤولية
المنشأة في الجودة تحقيق مسؤولية تقعالجميع على اإلنتاجية
الجودة جيد منتج
العميل / المستهلكCustomer التسويق
Marketing
التصميم Design
المشترياتpurchasing
تصميم العtملياتProcess Design
اإلنتاجProduction
االختبار و الفحصInspection and Testing
التخزين و التغليفPackaging and
Storage
المنتج خدمةProduct Service
لةشام
ةالود
لجةا
دارإ
Tota
l Q
ualit
y M
anag
emen
t
2/16/2015 Ahmed Hasham 44
![Page 44: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/44.jpg)
NonconformityNon fulfillment of a requirement
452/16/2015 Ahmed Hasham
![Page 45: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/45.jpg)
Records All systems require records. We have records to demonstrate conformance to specified requirements. Records can consist of:• Nonconformance reports• Corrective actions• Training• Document control• Purchasing• Process records• Sales
2/16/2015 Ahmed Hasham 46
![Page 46: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/46.jpg)
Corrective Action
- Initiated to resolve an issue - Reactive not proactive - Isolate occurrence or “contain” - Identify immediate, mid and long term action - Determine cause - Eliminate cause - Follow up for effectiveness - Monitor
2/16/2015 Ahmed Hasham 47
![Page 47: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/47.jpg)
Preventive Action - Initiated to avoid a Corrective Action - Proactive to trends, statistics and analysis - Management tool for Continual Improvement - Steps are the same as for Corrective Action
2/16/2015 Ahmed Hasham 48
![Page 48: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/48.jpg)
Documentation
Can be in electronic or paper, but not telepathic
Typically includes:• Procedures • Work instructions• Records • Forms• Invoices • Manuals• Drawings
2/16/2015 Ahmed Hasham 49
![Page 49: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/49.jpg)
Internal audits
- provide management with report on health of system
- are a tool when the “Numbers” indicate investigation is necessary.
2/16/2015 Ahmed Hasham 50
![Page 50: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/50.jpg)
2/16/2015 Ahmed Hasham 51
![Page 51: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/51.jpg)
Data Analysis
Used to measure several things:• Performance• Degree of Legal Compliance• Degree of conformance• Sampling plans• Customer satisfaction• Opinion polls
2/16/2015 Ahmed Hasham 52
![Page 52: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/52.jpg)
Communication
- Critical as long as there are humans - Awareness of the critical operating requirements - Discussion of current situation/results - Celebrate victories - Brainstorm defeats
2/16/2015 Ahmed Hasham 53
![Page 53: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/53.jpg)
The initial understanding of quality control was compliance to specifications and the quality control task was to identify and remove defects, achieved mainly through some form of measurement and inspection activity.
Quality Control QC
Responsibility for quality was not with line functionaries, but was vested with separate staff departments.
2/16/2015 Ahmed Hasham 54
![Page 54: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/54.jpg)
Quality Control• Quality a technical rather than a
managerial function. • The requirements applicable to the day-to-
day management of audit assignments
• Quality control is product-centric.
2/16/2015 Ahmed Hasham 55
![Page 55: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/55.jpg)
Quality Assurance is understood as planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality
Quality Assurance QA
2/16/2015 Ahmed Hasham 56
![Page 56: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/56.jpg)
Quality AssurancePolicies, systems and procedures
established by to maintain a high standard of audit activity.
Quality Assurance is process centric
2/16/2015 Ahmed Hasham 57
![Page 57: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/57.jpg)
582/16/2015 Ahmed Hasham
![Page 58: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/58.jpg)
الجودة إدارة مع التقليدية الجودة إدارة مقارنةالشاملة
الجودة إدارةالشاملة
الجودة إدارةالتقليدية
الجودة عناصر
مطابق ) للعميل موجهللمتطلبات(
مطابق ) للمنتج موجهللمواصفات(
الجودة تعريف
وجودة للتكلفة موجةاإلنتاج مساوية
بعد وجودة للتكلفة موجةاإلنتاج
األولوية
اإلنتاج عملية داخل مبنية اإلنتاج عملية بعد الفحصالمدى طويل المدى قصير القرار
سماح بدون كtكل للنظامللخطأ
للفقد السماح مع للعمليةوالتصحيح
األخطاء توجه
لجميع المستمر التحسينالعtمليات
للعملية الفني التحسين التحسين توجه
الجميع مشاركة الجودة ضبط قسم المسؤوليةفي والمشاركtة العمل فرق
الحلخبير أو المباشر المدير المشاكل 2/16/2015حل Ahmed Hasham 59
![Page 59: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/59.jpg)
دراسة حول رضى العمالء ( شخص 25( من كل )1 هناك مشتكي )
غير راضين شخص11 كل شخص غير راض ... يخبر
أشخاص3 كل شخص راض ... يخبر ال ترتاح إذا كانت الشكاوي قليلة
x 11 = 275 25هناك
2/16/2015 Ahmed Hasham 60
![Page 60: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/60.jpg)
خدمة استراتيجية العمالء
- خدمة الوالء معادلةالعمالء
العمالء الوسائل الالزمة والء والء تشجيعالعاملين
++=
2/16/2015 Ahmed Hasham 61
![Page 61: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/61.jpg)
622/16/2015 Ahmed Hasham
![Page 62: Tqm course لكل مهندسين الجودة](https://reader034.vdocuments.site/reader034/viewer/2022052313/58eb48b21a28ab5f398b45b9/html5/thumbnails/62.jpg)
THANKS FOR LISTENING
2/16/2015 Ahmed Hasham 63
00201159465989