TQM

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TQM

  1. 1. Gemba kaizen Email Consultancy<br />1<br />TQM<br />By<br />Ismail Clement<br />http://gembakaizenemailconsultancy.weebly.com/<br />
  2. 2. Gemba kaizen Email Consultancy<br />2<br /> AGENDA<br />Definition of Quality<br />Evolution of Quality<br />Basic Concept of Quality<br />Dimension of Quality Management<br />Characteristics of Quality Services and Products<br />Quality People<br />
  3. 3. Gemba kaizen Email Consultancy<br />3<br /> AGENDA<br />Quality Process<br />Why Business Organization Requires TQM<br />Cost Of Quality<br />Definition of TQM<br />Scope of TQM<br />Purposes of TQM<br />Focus of TQM<br />
  4. 4. Gemba kaizen Email Consultancy<br />4<br /> AGENDA<br />TQM Strategies<br />TQM Implementation Responsbilities<br />Characteristic of TQM Organization<br />Principles Supporting TQM<br />Management Commitment<br />Strategic Quality Planning<br />Customer Focus<br />Training and Recognition<br />
  5. 5. Gemba kaizen Email Consultancy<br />5<br /> AGENDA<br />Teamwork<br />Performance Management<br />Quality Assurance<br />Benefits of TQM<br />
  6. 6. Gemba kaizen Email Consultancy<br />6<br />Total <br />Quality<br />Management<br />Training<br />The Route to improving performance<br />Conducted By:<br />Ismail Clement<br />
  7. 7. Gemba kaizen Email Consultancy<br />7<br />OBJECTIVE…………<br /><ul><li> Understanding the concept of Quality
  8. 8. Understanding the concept of TQM
  9. 9. Understanding the principles of TQM
  10. 10. Implementing TQM
  11. 11. Benefits of TQM</li></li></ul><li>Gemba kaizen Email Consultancy<br />8<br />What is <br />Quality?<br /><ul><li>Quality is everyone responsibility</li></li></ul><li>Gemba kaizen Email Consultancy<br />9<br />PHILIP B CROSBY….<br /> “ Conformance to requirement”<br />JOSEPH M JURAN…….<br /> “ A predictable degree of uniformity<br /> and dependability at low cost and<br /> suited to the market”<br />
  12. 12. Gemba kaizen Email Consultancy<br />10<br />MODERN DEFINITION……..<br />“ Customer Satisfaction”<br />“ Right the first time and all time”<br />“ Zero defect ” <br />“ Producing the BEST in class”<br />
  13. 13. Gemba kaizen Email Consultancy<br />11<br />Evolution of Quality<br />Quality Inspection<br />Quality Control<br />Building Quality<br />Quality Management<br />QA/ QC<br />TQC/ TQM<br />
  14. 14. Gemba kaizen Email Consultancy<br />12<br />BASIC CONCEPT OF QUALITY<br />WHY?<br />“ Customer satisfaction and profit “<br />WHAT?<br />“ Customer needs and wants “<br />WHO?<br />“ All employees “<br />
  15. 15. Gemba kaizen Email Consultancy<br />13<br />WHEN?<br />“ All the time”<br />WHERE?<br />“ All the place”<br />HOW?<br />“ Preventing failure and doing <br /> continuous improvement”<br />
  16. 16. Gemba kaizen Email Consultancy<br />14<br />DIMENSION OF QUALITY<br />MANAGEMENT<br /><ul><li>Quality product/ service
  17. 17. Quality Process
  18. 18. Quality Employee</li></li></ul><li>Gemba kaizen Email Consultancy<br />15<br />CHARACTERISTICS OF QUALITY<br />SERVICES AND PRODUCTS<br /><ul><li>Courtesy
  19. 19. Friendliness
  20. 20. Timeliness
  21. 21. Durability
  22. 22. Reliability
  23. 23. Aesthetics
  24. 24. Functionality
  25. 25. Safety</li></li></ul><li>Gemba kaizen Email Consultancy<br />16<br />QUALITY PEOPLE (EMPLOYEE)<br /><ul><li> Working culture
  26. 26. Pursuing common objectives
  27. 27. Self improvement
  28. 28. Work improvement
  29. 29. Teamwork
  30. 30. Skill and knowledge improvement
  31. 31. Positive thinking
  32. 32. High motivation</li></li></ul><li>Gemba kaizen Email Consultancy<br />17<br />QUALITY PROCESS<br /><ul><li>Process control
  33. 33. Process improvement
  34. 34. Procedures
  35. 35. Work instruction
  36. 36. Process stability
  37. 37. Process capacity
  38. 38. Meeting requirement</li></li></ul><li>Gemba kaizen Email Consultancy<br />18<br />WHY BUSINESS ORGANIZATION <br />NEEDS TQM<br /><ul><li> Quality problem
  39. 39. Cost of quality
  40. 40. Customer satisfaction
  41. 41. Continuous improvement
  42. 42. Prevention
  43. 43. Survival</li></li></ul><li>Gemba kaizen Email Consultancy<br />19<br />COST OF QUALITY<br />Prevention costs <br /><ul><li>Maintenance of system</li></ul> Incurred before operation<br /><ul><li>Training</li></ul>2. Appraisal costs<br /><ul><li>Verification
  44. 44. Quality Audits
  45. 45. Inspection
  46. 46. Vendor Audit </li></li></ul><li>Gemba kaizen Email Consultancy<br />20<br />3. Failure Costs<br />Internal Failure<br /><ul><li> Waste/ scrap
  47. 47. Rework/ rectification
  48. 48. Re-inspection
  49. 49. Downgrading
  50. 50. Failure analysis</li></li></ul><li>Gemba kaizen Email Consultancy<br />21<br />External Failure Costs<br /><ul><li> Repair and servicing
  51. 51. Warranty claim
  52. 52. Complaints
  53. 53. Returns
  54. 54. Liability
  55. 55. Loss of Goodwill</li></li></ul><li>Gemba kaizen Email Consultancy<br />22<br />WHAT IS TQM?<br />TOTAL…..Involvement of all employee<br />QUALITY….Product that confirming to customer’s requirement.<br />MANAGEMENT……Management emphasis on continuous efforts to improve quality.<br />

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