A systematic comparison of organizational processes and performance 全面质量管理_TQM_(英语论文).doc

3.1 Benchmarking: is a systematic comparison of organizational processes and performance to create new standards or to improve processes. Benchmarking models are used to determine how well a business unit, division, organization or corporation is performing compared with other similar organizations. A benchmark is often used for improving communication, professionalizing the organization\processes or for budgetary reasons. The chart below shows the process of benchmarking: Poor quality of tea Poor quality of tea Cause effect diagrams: are often called Ishikawa and sometimes Fishbone because of their skeletal appearance. The effect is considered to be the head, and potential causes and sub-causes of the problem, or quality characteristic\condition to be the bone structure of the fish. And they are typically used by QCs. Here is a 4M diagram example for the Haoming Tea Production Ltd in my hometown: Materials Method Raw tea Storage period Supervision Freshness Board of the company Management Fertilizer Decision P Poor tea quality Workers Empowerment Training Machines Modern skills Computelise Skills Equipment Technology Manpower Machinery Flow diagrams: is a diagrammatic representation of the steps in a process sequence. It shows the order in which the separate operations take place, with easily recognized symbols to show the nature of each operation. It is used at the beginning of the process, and it helps the individuals to understand how the process works. The chart below is the flow diagram of ball-point pen assembly. Histograms: is a way of summarizing data that are measured on