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Original Date: 02/01/1991
Revision Date: 01/18/2007
Information : Total Quality Management Measurement System - Salt Lake City
Litton Guidance and Control Systems Division (GCSD) has developed and implemented a Total Quality Management (TQM) measurement system extensively used at the Salt Lake City facility. An effective method for quantifying performance in areas such as quality, productivity, cost, schedule, and customer satisfaction combines all factors into an overall TQM Index. Each of the Focused Factories within the Salt Lake City facility uses TQM measurement. The system provides TQM measurement at all levels and provides real time feedback for continuous improvement. Customer satisfaction is measured for both internal and external customers. As a side benefit, the TQM measurement system has proven to be an excellent tool for benchmarking.
A key factor in the successful application of TQM measurement has been TQM training for all employees. Each employee receives an average of 65 hours of training in areas such as communication, problem solving, and statistical process control (SPC), as well as specific training in TQM measurement. Much of this training is now conducted using interactive videos.
Litton GCSD Salt Lake City is currently creating TQM systems for support teams such as Quality Inspection, Production Control, Test Equipment Maintenance and Finance. This development is being accomplished with the aid of Quality Maps. Quality Maps assist an organization to establish TQM processes such as group mission, customer/supplier relationships, prioritized inputs and outputs, communication and feedback from customers, rating systems, improvement methods, and measurement systems and improvement goals. A software package called Quality Map produced by Pacesetter Software is being used. This software is used to help clarify organizational objectives, identify key departmental customers, understand individual customer expectations, select group performance measurements, and track progress toward goals. Litton GCSD, Salt Lake City states the most valuable feature of the Quality Map software is the training program which accompanies it for applying Quality Maps.
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