TQM is an integrated organizational approach in delighting customers (both external and internal) by meeting their expectations on a continuous basis through everyone involved with the organizational working on continuous improvement in all products/processes along with proper problem solving methodology.
14 Points, special versus common cause of variation. Quality is fitness-for-use , quality trilogy. Quality is a total field, the customer defines quality. Quality is free , zero defects. Cause and Effect diagrams and quality circles Taguchi loss function.
MEANING OF QUALITY www.a2zmba.com Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of Conformance
Conformance to specifications
Quality of Design
Marketing Production Meaning of Quality
Elements of TQM Concept www.a2zmba.com Continuous improvement Customer focus Prevention Of defects Universal responsibility For quality TQM
Deming Wheel: PDCA Cycle www.a2zmba.com 1. Plan Identify problem and develop plan for improvement. 2. Do Implement plan on a test basis. 3. Study/Check Assess plan; is it working? 4. Act Institutionalize improvement; continue cycle.