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TQM (Total Quality Management)

  1. 1. Total Quality Management<br />-acontinuous improvement process<br />Presented by<br />AMARCHAND . L<br />09MBA02.<br />
  2. 2. Quality<br />“Quality is defined as the totality of characteristics & features of a product or process which facilitates realization of given requirements.”<br />Quality --A Few Definitions <br />1. Conformance to requirements --Crosby <br />2. Fitness for use --Japan <br />3. I know it when I see it --Guaspari<br />4. Value to someone --Weinberg <br />&quot;Quality has no meaning except as defined by the desires and needs <br />of the customers.&quot; Deming <br />
  3. 3. What is Total Quality Management<br /> .TQM is a approach to improve the effectiveness & flexibility of business as a whole.TQM is way of organizing by involving everyone. A comprehensive, organization-wide effort to improve the quality of products and services, applicable to all organizations.<br />TQM is a comprehensive management system which:<br /><ul><li>Focuses on meeting owners’/customers’ needs, by providing quality services at a reasonable cost.
  4. 4. Focuses on continuous improvement.
  5. 5. Recognizes role of everyone in the organization.
  6. 6. Views organization as an internal system with a common aim.
  7. 7. Focuses on the way tasks are accomplished.
  8. 8. Emphasizes teamwork.</li></li></ul><li>Evolution of TQM<br />
  9. 9. How is customer satisfaction achieved?<br /> Two dimensions: Product features and Freedom from deficiencies.<br />Product features – Refers to quality of design.<br /> Examples in manufacturing industry: Performance, Reliability, Durability, Ease of use etc.<br /> Examples in service industry: Accuracy, Timeliness, Friendliness and courtesy, Knowledge of server etc.<br />Freedom from deficiencies – Refers to quality of conformance.<br /> Higher conformance means fewer complaints and increased customer satisfaction.<br />5<br />
  10. 10. Quality perspectives<br /> Everyone defines Quality based on their own perspective of it. Typical responses about the definition of quality would include:<br />Perfection<br />Consistency<br />Eliminating waste<br />Speed of delivery<br />Compliance with policies and procedures<br />Doing it right the first time<br />Delighting or pleasing customers<br />Total customer satisfaction and service<br />6<br />
  11. 11. Quality levels<br />At organizational level, we need to ask following questions:<br />Which products and services meet your expectations?<br />Which products and services you need that you are not currently receiving?<br />At process level, we need to ask:<br />What products and services are most important to the external customer?<br />What processes produce those products and services?<br />What are the key inputs to those processes?<br />Which processes have most significant effects on the organization’s performance standards?<br />7<br />
  12. 12. Quality levels<br />At the individual job level, we should ask:<br />What is required by the customer?<br />How can the requirements be measured?<br />What is the specific standard for each measure?<br />8<br />
  13. 13. QUALITY MANAGEMENT<br />Quality Planning<br />Quality control<br />Quality improvement<br />
  14. 14. QUALITY PLANNING<br />Determine who the customers are<br />Determine the needs of the customer<br />Develop product features that responds to customer’s needs<br />Develop processes that are able to produce those product features<br />Fail-safing/Foolproofing : Pokayoke<br />Transfer the resulting plan to the operating forces<br />
  15. 15. QUALITY CONTROL<br />Evaluate actual quality performance<br />Compare actual performance to quality goals<br />Take remedial actions<br />
  16. 16. QUALITY IMPROVEMENT<br />Establish the infrastructure to achieve annual quality improvement<br />Identify the improvement projects<br />Project teams<br />Provide the resources ,motivation, training<br /> - Diagnose the causes<br /> - Stimulate establishment of remedy<br /> - Establish controls to retain the benefits <br />
  17. 17. QUALITY MANAGEMENT<br />
  18. 18. Process improvement tools<br />Seven QC Tools<br />Flow charts<br />Check sheets<br />Histograms<br />Pareto diagrams<br />Cause-and-effect diagrams<br />Scatter diagrams<br />Control charts<br />14<br />
  19. 19. TQM beliefs<br />Following are the universal Total Quality Management beliefs:<br />Owner/customer satisfaction is the measure of quality<br />Everyone is an owner/customer.<br />Quality improvement must be continuous.<br />Analysis of the processes is the key to quality improvement.<br />Measurement, a skilled use of analytical tools, and employee involvement are critical sources of quality improvement ideas and innovations<br />Sustained total quality management is not possible without active, visible, consistent, and enabling leadership by managers at all levels<br />It is essential to continuously improve the quality of products and services that we provide to our owners/customers.<br />
  20. 20. TQM principles<br />People will produce quality goods and services when the meaning of quality is expressed daily in their relations.<br />Inspection of the process is as important as inspection of the product. <br />Probability of variation, can be understood by scientific methods.<br />Workers work in the system to improve the system; managers work on the system to improve the system.<br />Total quality management must be consistently translated into guidelines provided to the whole organization.<br />Envision what you desire , but start working from where you actually are.<br />Cleaner site and safer place to work is also important.<br />Accept the responsibility for quality. <br />Use the principle of get it right, the first time, every time.<br />Understand that quality is a journey, not a destination. <br />
  21. 21. Pitfalls to be avoided in TQM<br />Many companies have started on the road to quality but failed to achieve success due to several factors, these are listed as follows: <br />Lack of top management support.<br />Lack of middle management support.<br />Commitment in only one department.<br />Short-term commitment .<br />Haphazard approach .<br />Failure to acquire the services of a competent statistician.<br />Measure success and guide program.<br />Failure to solicit worker input. <br />
  22. 22. Pitfalls to be avoided in TQM (contd…)<br />Over dependence on computerized quality control.<br />Funding failure .<br />No market research. <br />No testing of incoming materials.<br />Overselling hourly workers.<br />Adversarial management. <br />
  23. 23. Cause-and-Effect Diagram<br /><ul><li> Used to identify potential causes for particular quality problem.</li></li></ul><li>Steps in implementing TQM<br />1 Obtain CEO Commitment<br />2 Educate Upper-Level Management<br />3 Create Steering Committee<br />4 Outline the Vision Statement, Mission Statement, & Guiding Principles<br />5 Prepare a Flow Diagram of Company Processes<br />6 Focus on the Owner/Customer (External) & Surveys<br />7 Consider the Employee as an Internal Owner/customer<br />8 Provide a Quality Training Program<br />9 Establish Quality Improvement Teams<br />10 Implement Process Improvements<br />11 Use the Tools of TQM<br />12 Know the Benefits of TQM<br />
  24. 24. ADVANTAGES OF TQM<br />Helps to face competition<br />Reduction in Customer complaints<br />Highly Motivated Personnel<br />Expansion and Diversification<br />
  25. 25. DISADVANTAGES OF TQM<br />Conservative Attitude of Indian Management<br />Master and Servant Relationship<br />Attitudes of Indian Society<br />
  26. 26. Quality Management Awards and Framework<br />ISO 9000: 2000<br />Malcolm Baldrige National Quality Award<br />Deming Prize<br />Six Sigma<br />
  27. 27. Conclusion :<br /><ul><li> Meeting Customer Requirements.
  28. 28. Reducing Development Cycle Time
  29. 29. Demand Flow Manufacturing
  30. 30. Reducing Product and Service Cost
  31. 31. Improving Administrative System Training</li></li></ul><li>Quality is a Journey,<br /> not a Destination<br />
  32. 32. THANK - YOU<br />
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