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  • 1. www.a2zmba.com
  • 2. TOTAL QUALITY MANAGEMENT A Definition
    • 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.
    • “ TO DELIVER HIGHEST VALUE AT LOWEST COST”
    www.a2zmba.com
  • 3. Key contributors to quality management
    • Q : Quest for excellence
    • U : Understanding customer’s needs
    • A : action to achieve customer’s appreciation
    • L : Leadership- determination to be a leader
    • I : Involving all people
    • T : Team spirit to work for a common goal and
    • Y : Yardstick to measure progress.
    www.a2zmba.com contributor Key contributions
    • DEMMING
    • JURAN
    • FEIGENBAUM
    • CROSBY
    • ISHIKAWA
    • TAGUCHI
    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.
  • 4. MEANING OF QUALITY www.a2zmba.com Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of Conformance
    • Conformance to specifications
    • Cost
    Quality of Design
    • Quality characteristics
    • Price
    Marketing Production Meaning of Quality
  • 5. Elements of TQM Concept www.a2zmba.com Continuous improvement Customer focus Prevention Of defects Universal responsibility For quality TQM
  • 6. 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.
  • 7. TQM TOOLS
    • a) Tools for Generating Ideas:
      • Check Sheet,
      • Scatter Diagram,
      • Cause and Effect Diagram,
    • b) Tools to Organize the Data:
      • Pareto Charts,
      • Flow Charts (Process Diagram), and
    • c) Tools for Identifying Problems:
      • Histogram,
      • Statistical Process Control Chart
    www.a2zmba.com
  • 8. TQM tools
    • Scatter diagram: Its used to determine whether a relationship exists between two variables
    • Flow chart/ process map:
    • These diagram show the flow of the process and services.
    • It answers the question “Who is the next Customer?”
    • Improvement can be accomplished by changing,reducing,combination, or eliminating steps.
    • Standardized symbols are used by industrial engineers.
    www.a2zmba.com
  • 9. TQM tools continued..
    • 3. Histogram is a graphical display of tabulated frequencies .
    • 4. Cause and effect diagram/fishbone diagram: It was originated by Kaoru Ishikawa.
    • It is simply a tree or hierarchy, showing how causes have causes.
    • Its main use is to discover potential causes of unwanted problems.
    www.a2zmba.com
  • 10. TQM tools continued..
    • 5. Pareto chart: “ Vital few Trivial Many ”
    • It was first evolved by Italian Economist Vilfredo Pareto.
    • It’s a technique of ordering causes to problems from the most to the least significant.
    • 6. Stratification: It is a technique used to divide data into sub category or classification to provide useful insight into the problem.
    • 7. Control charts: They are on line process control and is a type of run chart used for studying process performance over time in order to understand and reduce variation.
    www.a2zmba.com
  • 11. Costs of Quality
    • PREVENTION COSTS
    • APPRAISAL COSTS
    • INTERNAL FAILURE COSTS
    • EXTERNAL FAILURE COSTS
    www.a2zmba.com
  • 12. TQM benefits
    • Image of organization improves.
    • Reduction in inventory.
    • Shorter lead time in design, manufacturing, procurement service etc.,
    • Reduction in complaints.
    • Customer satisfaction.
    • Quality cost % to turnover reduction.
    • Lower manufacturing cost.
    • Reduction in deviation.
    • Continuous improvement.
    • Drastic reduction in defectives and number of defects.
    www.a2zmba.com
  • 13. TQM GURUS
    • Edward
    • Deming
    • Joseph M. Juran
    • Walter A.
    • Stewart
    • Armand V.Feigenbaum
    www.a2zmba.com Karou Ishikawa
  • 14. Edward Deming’s
    • 14 PRINCIPLES
    • Create Constancy of purpose for continual improvement of product and service.
    • Reduce the acceptable levels of poor quality.
    • Cease dependence on Inspection to achieve quality.
    • End the Practice of awarding Business on Price tag alone.
    • Improve constantly and for ever the system of production and service.
    www.a2zmba.com
  • 15. 14 PRINCIPLES Continued:
    • 6. Institute training on the job
    • 7. Adopt and Institute modern methods of supervision and Leadership
    • 8. Drive out fear
    • 9. Break down barriers between departments and individuals
    • 10. Eliminate the use of slogans, posters and exhortations
    • 11. Eliminate work standards and numerical quotas
    www.a2zmba.com
  • 16. 14 PRINCIPLES Continued:
    • 12. Remove barriers that rob the hourly worker of the right to pride in workmanship
    • 13. Institute a vigorous program of education of and retraining
    • 14. Define top management’s permanent commitment top ever improving quality and productivity.
    www.a2zmba.com
  • 17. CROSBY’S FOURTEEN STEPS TO QUALITY IMPROVEMNET
    • Management Commitment
    • The quality improvement Plan
    • Measurement
    • The cost of quality
    • Quality awareness
    • Corrective Action
    • Zero Defect planning
    • Employee education
    • Zero defects day
    www.a2zmba.com
  • 18. CROSBY’S FOURTEEN STEPS TO QUALITY IMPROVEMENT Contd .
    • Goal setting
    • Error cause removal
    • Recognition
    • Quality council
    • Do it all over again
    www.a2zmba.com
  • 19. ELEMENTS OF TQM
    • Top management commitment and involvement
    • Customer involvement
    • Design products for quality
    • Design production processes for quality
    • Developing supplier partnership
    • Customer service, distribution, and installation
    • Building teams of empowered employees
    • Benchmarking and continuous improvement
    www.a2zmba.com
  • 20. QUALITY MANAGEMENT RECOGNITION
    • Malcolm Baldrige National Quality Award
    • Deming Prize
    • ISO 9000
    www.a2zmba.com
  • 21. APPLYING TQM TO B-SCHOOL
    • Synergistic relationships.
    • Continuous improvement and self-evaluation.
    • A system of ongoing process.
    • Leadership.
    www.a2zmba.com
  • 22. TQM @ S.R.N ADARSH COLLEGE
    • Established in 1996.
    • Started their PG Courses in 2001.
    • They offer courses like MBA and PGDBM.
    • It is an ISO 9001: 2000 certified college.
    • They have applied for NAAC accreditation.
    • They have also started Adarsh Business School.
    www.a2zmba.com
  • 23. Quality objectives :-
    • Providing modern courses.
    • Improving the existing amenities.
    • To upgrade the skills of teaching staff.
    • Invite specialists in various fields and organize
    • seminars and lectures to provide additional knowledge to the students.
    • To achieve good results in both UG and PG course at the university level examinations.
    • To develop library as one of the best information resource centers.
    www.a2zmba.com
  • 24. Quality management strategy
    • Quality manual
    • i) Quality systems manual.
    • ii) Quality procedure manual.
    • Apex meetings once in every 4 months to review the quality manual.
    • Both internal as well as external audit.
    • They hold at least 1 National conference every year.
    www.a2zmba.com
  • 25. Contd…
    • They have recorded 100% pass percentage in PG courses.
    • They have formed 9 sub-committees to look into the quality maintenance cycle.
    • Books and research papers have been often published by the management.
    www.a2zmba.com
  • 26. Areas for improvement
    • All departments and process should be computerized by implementing ERP systems.
    • The placement cell should improve its efficiency.
    • The college should provide good infrastructure to facilitate the students.
    • The feedback forms from the students as well as the faculty should be considered seriously.
    • Seminars and guest lectures should be conducted on a regular basis.
    www.a2zmba.com
  • 27. SYNERGISTIC RELATIONSHIPS
    • Teachers are the suppliers and students are the customers in management institution
    • Good relationship between suppliers and customer
    • Talent and experience is used for the efficient performance and production.
    • Teachers and schools- learn and communicate in quality ways
    • Invest to maximize the growth opportunities
    www.a2zmba.com
  • 28. LEADERSHIP
    • The success of TQM is the responsibility of top management.
    • The context should be such that students can best achieve their potential through the continuous improvement that results from teachers and students working together.
    www.a2zmba.com
  • 29. CONTINUOUS IMPROVEMENT AND SELF-EVALUATION
    • Everyone in the organization must be dedicated to continuous improvement, personally and collectively .
    • Within a Total Quality school setting, administrators work collaboratively with their customers .
    www.a2zmba.com
  • 30. A SYSTEM OF ONGOING PROCESS
    • Must be viewed as a system, and the work people do within the system must be seen as ongoing processes.
    • Quality speaks to working on the system, which must be examined to identify and eliminate the flawed processes that allow its participants to fail
    www.a2zmba.com
  • 31. A QUALITY B-SCHOOL
    • A well established system
    • Good administrative setup
    • Research
    • Faculty with experience and industrial exposure
    • Knowledge management and practical application
    • Placement
    • Infrastructure
    • students
    www.a2zmba.com
  • 32. ADVANTAGES OF APPLIYING TQM IN EDUCATION
    • Great relationship between teachers and students
    • Excellent placement opportunities
    • Extensive and continuous improvement
    • Enhances relationship between management and faculty
    • World class management school
    • Knowledge based education
    www.a2zmba.com