TQM

1.  Drive out fear,create trust,and create a climate
for innovation
 Optimize the efforts of teams,groups,and staff
areas
 Eliminate exhortations for the work force
 Eliminate numerical quotas for the work force
 Eliminate management by objectives
 Remove barriers to pride of workmanship
 Encourage education and self-improvement for
all
 Take action to accomplish the transformation.

2.  All are responsible for quality improvement
especially the senior management & CEO’s
 Senior management must practice MBWA
 Ensure that the team’s decision is in harmony with
the quality statements of the organisation
 Senior TQM leaders must read TQM literature and
attend conferences to be aware of TQM tools and
methods
 Senior managers must take part in award and
recognition ceremonies for celebrating the quality
successes of the organisation
 Coaching others and teaching in TQM seminars
 Senior managers must liaise with internal ,external
and suppliers through visits,focus groups,surveys
 They must live and communicate TQM.

3.  Begins with Sr. Managers and CEO’s
 Timing of the implementation process
 Formation of Quality council
 Union leaders must be involved with TQM
plans implementation
 Everyone in the organisation needs to be
trained in quality awareness and problem
solving
 Quality council decides QIP projects.

4.  The quality council includes CEO and Senior managers of
the functional areas -research, manufacturing, finance,
sales ,marketing etc. and one co-ordinator and a union
representative.
 Duties- To develop the Quality statements eg. Vision,
Mission, Quality policy statements, Core values etc.
 To develop strategic long-term plans and annual quality
improvement programme.
 Make a quality training programme
 Monitor the costs of poor quality.
 Determine the performance measures for the
organisation
 Always find projects that improve the processes and
produce customer satisfaction.
 Establish work-group teams and measure their progress.
 Establish and review the recognition and reward system
for the TQM system

5.  Vision statement – a short declaration of what
the organization hopes to be tomorrow.
 Mission statement – a statement of purpose –
who we are,who are our customers,what we
do , and how we do it.
 Quality policy – is a guide for everyone in the
organization ,how they should provide
products and services to the customers.

6.  Goals must be focused
 Goals must be concrete
 Goals must be based on statistical
evidence
 Goals must have plan or method with
resources
 Goals must have a time-frame
 Goals must be challenging yet achievable

7.  Strategic business planning is similar to
strategic quality planning.
 7 steps to strategic planning
 Customer needs
 Customer positioning
 Predict the future
 Gap analysis
 Closing the gap
 Alignment
 Implementation.

8. Customer Satisfaction

9. 
CUSTOMERS
Front-line Staff
Functional
Department
Staff
CEO
Sr.
Mgrs

10. 
Customer needs
Company
Product/Service
offer

11.  External and Internal customers
 External – current, prospective and lost customers
 Internal – Every person in a process is a customer
of the previous operation.( applies to
design,manufacturing,sales,supplies etc.) [Each
worker should see that the quality meets
expectations of the next person in the supplier-
to-customer chain ]
 TQM is commitment to customer-focus - internal
and external customers.

12. 
Inputs from
external customers
Internal customers
Outputs to
external customers

13.  Questions asked by people to their internal
customers
 What do you need from me?
 What do you do with my output?
 Are there any gaps between what you need
and what you get?
 Good team-work and inter-Departmental
harmony is required. Also the leaders role in
supervising the internal customer-supplier
chain.

14.  Is it due to Product quality?
 Is it due to pricing?
 Is it due to good customer service ?
 Is it due to company reputation?
 Is it something more?

15.  Performance
 Features
 Service
 Warranty
 Price
 Reputation
( refer pgs.72 and 73, Besterfield)

16.  Customer feedback has to be continuously
sought and monitored - not one-time only!(
Pro-active! Complaints are a reactive method
of finding out there is a problem)
 Customer feedback can be relayed to Mfgr.
 Performance comparison with competitors can
be known
 Customers needs can be identified
 Relative priorities of quality can be obtained
from the horses’ mouth!
 Areas for improvement can be noted.