Lesson 1 Total Quality Management

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This is a lesson plan in TQM for a class activity is part of the professional course in the Bachelor of Science in Business Administration. The topic is good for 1.5 hours class meeting. It consists of a complete set of motivation, introduction, objectives of lesson, content, evaluation and synthesis including the sources of information used in the topic coverage. An assignment at the end of the lesson will prepare the students to get ready for next lesson's activity after the topic on Lesson 1.

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  • Why a customer comes to you if your competitor is also offering the same product? You need to give something extra to your customers to expect loyalty in return. It is a structured effort by employees to continuously improve the quality of their product or service through proper feedbacks and research.
  • When you build the bricks, its basic foundation is trust. No one trust your product or services when workers within the organization do not trust themselves. When there is doubt on those who will deliver the goods and services, customers will likely doubt also the quality of your product.
  • Lesson 1 Total Quality Management

    1. 1. I.I.MEANING AND CONCEPTSMEANING AND CONCEPTS OFOF TOTAL QUALITYTOTAL QUALITY MANAGEMENTMANAGEMENT Lesson 1- 2Lesson 1- 2ndnd Week, 1Week, 1stst Meeting (1.5 hrs)Meeting (1.5 hrs) 1.1.Definition of Quality, QualityDefinition of Quality, Quality Management, Total Quality Mgt.Management, Total Quality Mgt. 2.2.Elements of TQMElements of TQM 3.3.Framework of TQMFramework of TQM
    2. 2. OBJECTIVESOBJECTIVES At the end of the lesson you are able to: 1. Define Quality, Quality Management and Total Quality Management 2. Identify the key Elements of TQM 3. Enumerate the Clustered key elements of TQM 4. Explain the concept of TQM 5. Synthesize the various management systems of TQM where participation of management, workforce, suppliers, and customers lead to Customer Satisfaction 6. Appreciate the use of a framework in addressing the needs of TQM 7. Apply TQM Framework in a case problems analysis
    3. 3. 3feedbacks Customer focus Involves all employees strategy data and effective communication data and effective communication integrates 2quality discipline 1Customers Need 3Differentiates
    4. 4. QUALITY Hugley, Dodge. (2013). - a product's ability to satisfy a customer's needs or requirements - parameter which decides superiority or inferiority of a product - an attribute which differentiates from competitors
    5. 5. Customer focused, involves all employees, continual improvement
    6. 6. QUALITY MANAGEMENT Hugley, Dodge. (2013). •a structured effort by employees to continuously improve the quality of their products or services through proper feedbacks and research
    7. 7. TQMTQM Cua, McKone & Schroeder (2001)Cua, McKone & Schroeder (2001) - integrated philosophy of- integrated philosophy of management for continuouslymanagement for continuously improving the quality of productsimproving the quality of products and processes responsibilityand processes responsibility of everyone in the creation andof everyone in the creation and consumption of products/servicesconsumption of products/services
    8. 8. TQMTQM Crosby, Philip et al. (2006)Crosby, Philip et al. (2006) --management approach to long termmanagement approach to long term success through customer satisfaction.success through customer satisfaction. All members of the organizationAll members of the organization participate in improving processes,participate in improving processes, products, services and the culture inproducts, services and the culture in which they workwhich they work..
    9. 9. 2. KEY ELEMENTS OF TQM2. KEY ELEMENTS OF TQM
    10. 10. R O O FR O O F
    11. 11. ACTIVITY 1ACTIVITY 1 LEADERSHIP IN ACTIONLEADERSHIP IN ACTION Objective: Assess students’Objective: Assess students’ management gap in readingmanagement gap in reading comprehension, problem analysis, andcomprehension, problem analysis, and creativity in dealing with TQMcreativity in dealing with TQM elements.elements.
    12. 12. DIRECTIONDIRECTION 1. GROUP YOURSELVES1. GROUP YOURSELVES 2. ASSIGN GROUP LEADER2. ASSIGN GROUP LEADER 3. READ PROBLEM IN 1 MINUTE3. READ PROBLEM IN 1 MINUTE WRITE ANSWERS IN 2 MINUTESWRITE ANSWERS IN 2 MINUTES 4. ANSWER WHAT ARE ASKED4. ANSWER WHAT ARE ASKED 5. LEADER NOTES THE5. LEADER NOTES THE SUGGESTIONS OF MEMBERSSUGGESTIONS OF MEMBERS 6. PASS THE PAPERS6. PASS THE PAPERS 7. ORALLY READ YOUR7. ORALLY READ YOUR ANSWERSANSWERS
    13. 13. 1. Further study the specific content of Key Elements of TQM Cluster 1-Foundations of TQM and Cluster 2- Bricks to Success 2. Be prepared for another case study analysis next meeting
    14. 14. Main Problem(s):Main Problem(s): 1. AgriCom Mgt- How to solve conflict on1. AgriCom Mgt- How to solve conflict on policies (product warranty) with Dealerspolicies (product warranty) with Dealers 2. Dealers Mgt-How to communicate2. Dealers Mgt-How to communicate effectively to customers on producteffectively to customers on product warranty policieswarranty policies 3. Workforce- How to maintain customers3. Workforce- How to maintain customers loyaltyloyalty 4. Customers-How to maintain loyalty for4. Customers-How to maintain loyalty for AgriCom and DealersAgriCom and Dealers
    15. 15. References:References: Crosby, Philip B. et al. (2006). ECrosby, Philip B. et al. (2006). E Book inTotal Quality Management:Book inTotal Quality Management: USA: Google E CommerceUSA: Google E Commerce http://asq.org/learn-about-quality/total-http://asq.org/learn-about-quality/total- quality-management/overview/quality-management/overview/ overview.htmloverview.html Hugley, Dodge. (2013). TotalHugley, Dodge. (2013). Total Quality Management. New Delhi,Quality Management. New Delhi, India: Random Exports. pp 23India: Random Exports. pp 23
    16. 16. CONGRATULATIONS TO ALL THOSE WHO CONTRIBUTED TO THE EFFECTIVE IMPLEMENTATION OF TQM FOR THE AGRICOMP.INC AND DEALERS OF FARMERS EQUIPMENT

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