total quality management


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total quality management

  1. 2. <ul><li>A way of managing for the future, and is far wider in its application than just assuring product or service quality </li></ul><ul><li>it is a way of managing people and business processes to ensure complete customer satisfaction at every stage, internally and externally. </li></ul><ul><li>The core of TQM is the customer-supplier interfaces, both externally and internally, </li></ul>
  2. 3. <ul><li>“ Delighting the customer by fully meeting their needs and expectations” . </li></ul><ul><li>“ The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.” </li></ul><ul><li>Includes </li></ul><ul><li>performance, appearance, availability, delivery, </li></ul><ul><li>reliability, maintainability, cost effectiveness and price. </li></ul>
  3. 4. <ul><li>Developing and publishing corporate beliefs, values and objectives, often as a mission statement </li></ul><ul><li>Personal involvement and acting as role models for a culture of total quality </li></ul><ul><li>Developing clear and effective strategies and supporting plans for achieving the mission and objectives </li></ul><ul><li>Reviewing and improving the management system </li></ul><ul><li>Communicating, motivating and supporting people and encouraging effective employee participation </li></ul>
  4. 5. <ul><li>How do you satisfy the customer? </li></ul><ul><li>Why should you satisfy the supplier? </li></ul><ul><li>What is continuous improvement? </li></ul>BASIC PRINCIPLES OF TQM
  5. 6. Deming’s Wheel
  6. 7. <ul><li>PREVENTION COST </li></ul><ul><li>APPRAISAL COSTS </li></ul><ul><li>INTERNAL FAILURE COSTS </li></ul><ul><li>EXTERNAL FAILURE COSTS </li></ul>
  7. 8. <ul><li>The best assurance to the people to accept the TQM system to improve quality with reduction of expenses. </li></ul>
  8. 9. <ul><li>Phase 1 - Start-up: Creating the Vision. </li></ul><ul><li>Phase 2 - Awareness and Education: Sharing The vision and Soliciting Feedback </li></ul><ul><li>Phase 3 - Selecting Performance Targets: </li></ul><ul><li>Developing Business Objectives and Critical Success Factors. </li></ul>
  9. 10. <ul><li>Phase 4 Reinforcing Implementation: Achieve Immediate Successes </li></ul><ul><li>Phase 5 - Empowering Employees: Giving Employees the Ability to Implement the System </li></ul><ul><li>Phase 6 - measuring and monitoring ongoing Performance: Tracking Implementation Progress </li></ul>
  10. 11. <ul><li>Management Commitment </li></ul><ul><li>Quality Improvement Team </li></ul><ul><li>Quality Measurement </li></ul><ul><li>Cost of Quality Evaluation </li></ul><ul><li>Quality Awareness </li></ul><ul><li>Corrective Action </li></ul><ul><li>Establish an Ad Hoc Committee for the Zero Defects Program </li></ul>
  11. 12. <ul><li>8. Supervisor Training </li></ul><ul><li>Zero Defects Day </li></ul><ul><li>Goal Setting </li></ul><ul><li>Error Cause Removal </li></ul><ul><li>Recognition </li></ul><ul><li>Quality Councils </li></ul><ul><li>Do It Over Again </li></ul>
  12. 13. <ul><li>Create constancy of purpose for improvement of product and service </li></ul><ul><li>Adopt a new philosophy </li></ul><ul><li>Cease dependence on mass inspection </li></ul><ul><li>End awarding business on price </li></ul><ul><li>Improve the system of production and service constantly </li></ul><ul><li>Institute training </li></ul><ul><li>Institute leadership </li></ul>
  13. 14. <ul><li>Drive out fear </li></ul><ul><li>Break down barriers between departments </li></ul><ul><li>Eliminate slogans, exhortations, and numerical targets for the workforce </li></ul><ul><li>Eliminate numerical quotas or work standards </li></ul><ul><li>Remove barriers that prevent workers from taking pride in their workmanship </li></ul><ul><li>Institute a vigorous program of education </li></ul><ul><li>Take action to accomplish the transformation </li></ul>
  14. 15. Quality planning — the process for preparing to meet quality goals. Quality control — the process for meeting quality goals during operations. Quality improvement — the process for breaking through to unprecedented levels of performance.
  15. 16. <ul><li>Congress established the Malcolm Baldrige National Quality Award to promote quality awareness, </li></ul><ul><li>The Baldrige Award is presented annually to U.S. organizations by the President of the United States. </li></ul>