Total quality management is a broad approach that focuses on continually improving all aspects of an organization that impact quality, including people, processes, products, and environments. It aims to achieve organizational excellence through superior value - providing superior quality, cost, and service compared to competitors. Key elements of total quality management include meeting or exceeding customer expectations, applying quality principles to both products and internal processes, and viewing quality as a dynamic, evolving state. Pioneers who developed total quality management concepts include Edwards Deming, Joseph Juran, and Philip Crosby.

2. TOTAL QUALITY APPROACH TO
QUALITY MANAGEMENT
@WisnuDewobroto

3. TOPICS
➤ What is Quality
➤ The Total Quality approach defined
➤ Two views of Quality
➤ Key Elements of Total Quality
➤ Total Quality Pioneers
➤ Key to Total Quality Success
➤ The Future of Quality Management in the twenty - First
century

4. TOTAL QUALITY CONCEPT

5. WHAT IS QUALITY?Lets discuss

6. WHAT IS QUALITY?
One way to understand quality as a consumer driven concept is to
consider the example of eating at a restaurant :
Service
Response time
Food preparation
Environment
Price
Selection

7. “Performance to the standard expected
by the customer
Fred Smith, CEO of Federal Express

8. “Meeting the customer’s needs the
first time and every time
The General Service Administration

9. “Providing our customers with
products and services that
consistently meet their needs and
expectations
Boeing

10. “
Edwards Deming

11. QUALITY DEFINITION EXTRACTED :
➤ Quality involves meeting or exceeding customer
expectation
➤ Quality applies to products, services, people, processes,
and environments
➤ Quality in an ever changing state
Quality is a dynamic state associated with products,
services, people, processes, and environments that
meets or exceeds expectations and helps produce
superior value

12. The products, services, people, processes and environments element is critical.
It makes the point that quality applies not just to the products and services
provided, but also to the people and processes that provide them and the environments
in which they are provided.

13. QUALITY, VALUE AND ORGANIZATIONAL EXCELLENCE
➤ Achieving organizational excellence is about developing the
ability to consistently provide superior value to customer over
the long term.
➤ Superior value has three basic element : Superior Quality,
Superior Cost and Superior Service
➤ Quality is obviously one of the key elements in providing
superior value
➤ TOtal quality is a broad based approach that encompasses all
three of the elements of superior value.

14. THE TOTAL QUALITY APPROACH DEFINED
➤ Total quality consists of the
continual improvement of people,
processes, products (including
services) and environments.
➤ With total quality anything and
everything that affects quality is a
target for continual improvement.
➤ When the total quality concept is
effectively applied, the end result
can include organizational
excellence, superior value and
global competitiveness.

15. THREE LEGGED STOOL

16. TOTAL QUALITY

17. TWO VIEWS OF QUALITY

18. TWO VIEWS OF QUALITY

19. TWO VIEWS OF QUALITY

20. TWO VIEWS OF QUALITY

21. TWO VIEWS OF QUALITY

22. TWO VIEWS OF QUALITY

23. TWO VIEWS OF QUALITY

24. TWO VIEWS OF QUALITY

25. TOTAL QUALITY PIONEERS
➤ EDWARDS DEMING
➤ JOSEPH M JURAN
➤ PHILIP B CROSBY

26. KEYS TO
TOTAL
QUALITY
SUCCESS

27. KEYS TO TOTAL QUALITY SUCCESS
Organization that succeed never approach total quality as just another
management innovation or, even worse, as a quick fix. Rather, they
approach total quality as a new way of doing business.

28. COMMON ERROR IN ORGANIZATION
➤ Senior Management delegation and poor leadership
➤ Team mania : The organization must undergo a cultural
change before team work can succeed
➤ Deployment process : Some organizations develop quality
initiative without concurrently developing plans for
integrating them into all elements of the organization
➤ Taking a narrow, dogmatic approach
➤ Confusion about the differences among education, awareness,
inspiration and skill building.

29. SEVERAL TRENDS THAT WILL SHAPE QUALITY
➤ Increasing global competition
➤ Increasing customer
expectation
➤ Opposing economic pressures
➤ New approaches to
management

30. THE FUTURE OF
QUALITY
MANAGEMENT
IN THE TWENTY
FIRST CENTURY

31. QUALITY MANAGEMENT
CHARACTERISTICS FOR THE FUTURE