This document provides an overview of an English social educational project on total quality management in education conducted from April to August 2018. It includes 11 lessons on topics like quality philosophy, ISO 9000 standards, the history of quality, contributions to TQM, principles of TQM, the evolution of total quality, just-in-time manufacturing, quality tools and techniques, and more. The project was conducted by student Esperanza Alejandrina Mora Ortiz under the guidance of teacher Dr. Miguel Ponce Medina at the Faculty of Linguistics focusing on the application of English to the subject.

1. FACULTY: LINGÜÍSTICA
CAREER: LINGÜÍSTICA APLICADA AL IDIOMA INGLÉS
SUBJECT: ENGLISH SOCIAL EDUCATIONAL PROJECT
TEACHER: DR. MIGUEL PONCE MEDINA
STUDENT: MORA ORTIZ ESPERANZA ALEJANDRINA
FORUM: TOTAL QUALITY MANAGEMENT IN EDUCATION
PERIOD: APRIL –AUGUST 2018

2. TOTALQUALITYMANAMENT
Quality is degree of excellence of
customer satisfaction
the totality of characteristics of a
Product or service that bears on its
ability to satisfy stated and implied
needs
customer’s expectations retains satisfied
customers. Quality"meeting or
exceeding customer expectations
Lesson 1

3. Lesson -02: Quality and
Competitive Advantage
The Principle of Competitive Advantage
Success is based on inventing an offering
that addresses a real scarcity in the world
Potential competitors
competitive advantage is more
profitable than its rivals while
this profitability exceeds its
cost of capital
Competitive advantage is what enables a
business organization to thrive include:
Offering lower prices, offering clearly
superior products at above average
prices, delivering
products more quickly
Competitive markets:
they have to 'take on'
and 'see off' rivals

4. Lesson -03: Quality
Philosophy
Juran’s two definitions of
quality2:
W. Edwards Deming (1900 -
1993)
Quality" means those
features of products which
meet customer needs and
thereby provide customer
satisfaction
The three processes
combined are called the
Juran Trilogy and include
quality planning, quality
control and quality
improvement
During his career Juran
taught many of society’s
leaders and affected the
entire world.
Lesson -03: Quality Philosophy

5. Lesson -04: ISO
9000-2000
International Organization for
Standardization (ISO) published its first
set of standards for
quality management called ISO 9000
certification, companies
demonstrate that they have met the
standards must provide extensive
documentation of its quality
processes
This includes methods used to monitor
quality, methods and frequency of
worker
training, job descriptions, inspection
programs, and statistical
Process-control tools
used. High quality
documentation of all
processes is critical
ISO 9000-2000
standars apply to all
kinds of organizations
in all kinds of áreas
such as
manufacturing,
processing, servicing,
printing, forestry,
electronics, Steel,
computing

6. Lesson -05: The
history of quality
Historical of Production Management is classify in 5 groups
Era Industrial RevolutionThe
production is according to the needs
Handicraft Production it was
exchanged the goods
and services within the same locality
Era of Scientific Management It took
place in the late 19th it included
scientists methods of observation,
experimenttion and verification in the
field of Management.. It is Rational
and systematic approach to work and
to the management of work
Era if human RelationsHawhtorme’s
Experiemtnts byDr. Elton Mayo in
Westrern Electric Company, Chicago,
USAshoed he impar of workers
behavior and attitudes on their
performance
Era of Quantitative Techniques
Originated during World War
LL.Strategies and techniques are tolos
for finding opitimal solutions for
complex decison making problems
Era of Quality Today we live in era of
qualityIn Japanm in 1980’s For
instance Toyota manufacturing
autombiles.It is fucus on Quality
control to Quality Assurancxe and this
followed by Total Quality
Management (TQM)

7. Lesson -06: Contributions To TQM
Deming Pphylosophy Quality
approach at source Total quality
management quality assurance and
proactive approchh also finding
defects and fixing quality control
inspection it producuce reactive
Quality is “aceptable Standars” and
“meeting the requirements and
expectations in products or services
that ere committed to” “ degree to
which a component, system or
process meets the specified
requirements”” Efficient produiction
of quality that the market expects” “
Aspects
Productcing *checking *Quality control*
quality Management *quality Assurance
Edwards Deeing liked “quality and
Management”told “costs go down
and productivivity oes up as
improvement through design,
engineering, testingan processes
Quality and competitve
advantetages a customer is happy
with the first buying experience
expects be equally happy .
Levels of quality *customer delight
and cutomer surprise *achieving
customer satisfactoion *Coformance
to customers basic requirements
Deming Philosphy is
re”Quality Guru”, Efficient
production of quality that
the market expects”
PDSA Cyycle (Plan Do
styudy Act) call it the
Deming cycle *plan
*Do* Study*Act
Quality is free and
Zero Defects
Seven basic tolos of quality *cause
–Effect*check sheet*control
chart*Histogrma* Pareto Chart*

8. Lesson -07: Principles Of TQM-I
"The totality of features and
characteristics of a product or
service that bear on its ability
to satisfy stated or implied
needs". In three levels of
organization of these activities
can be distinguishe
Quality Management (QM) 2.
Quality Assurance (QA) 3.
Quality Control (QC)
in the 1970s and 1980s many
U.S. industries lost market
share to foreign competition
(TQM) is an integrated
organizational effort
designed to improve quality
at every level. In this chapter
you will learn about the
philosophy of TQM, its
impact on organizations, and
its impact on your life.
BENEFITS AND COSTS
OF TQM
The first category consists of costs
necessary for achieving high quality,
which are called quality control
costs. These are of two types:
prevention costs and appraisal costs.
The second category consists of the
cost consequences of poor quality,
which are called quality failure costs.
These include external failure costs
and internal failure costs.

9. Lesson -08: Principles Of
TQM-II
They are resources, utilization of
resources, managing constraints
and getting extraordinary
results. A process is a set of
steps to accomplish a defined
purpose or produce a defined
product or service
Alliance means "cooperation between
groups that produces better results
that can be gained from a transaction.
A strategic alliance is a partnership
between firms whereby resources,
capabilities and core competences are
combined to pursue mutual interests.
Alliance is defined by its
synergistic outcome –
results must exceed the sum
or the parts
These have taken the form of standards,
specifications, methods, tools, books, and
training and certification programs, among
others.

10. Lesson -09: Evolution Of
Total Quality
Kaizen is the practice of
continuous improvement.
Today Kaizen is recognized
worldwide as an important
pillar of an organization’s long-
term competitive strategy.
Total productive Maintenance
(TPM) Nippondenso was the
first company to introduce
plant wide preventive
maintenance in 1960. The aim
of productive maintenance was
to maximize plant and
equipment effectiveness to
achieve optimum life cycle cost
of production equipment.
Nippon Denso had made
quality circles, involving the
employee’s participation. the
product quality approach,
involves everyone in the
organization, and
encompasses its every
function: administration,
communications,
distribution, manufacturing,
marketing, planning,
training, et
(TQM) is a comprehensive
and structured approach
to organizational
management that seeks
to improve the quality of
products and services
through on-going
refinements in response
to continuous feedback.
TQM is based on quality
management from the customer's
point of view. To be cost and time
effective, reliability engineering
has to be coordinated with quality
assurance activities, in agreement
with Total Quality Management
(TQM) and Concurrent
Engineering efforts
(TEI) Total employee involvement is a system for
direct participation of employees to
organizational success, by letting them take
responsibilities. It enables everyone-deeply
involved, using own brain power, in problem
solving, learning, continuous improvement
activities, &systematic search for opportunities

11. Lesson -10: JIT Manufacturing
and Lean Manufacturing Through
Waste Elimination
Just-in-time
(JIT)manufacturing was a
concept introduced to the
United States by the Ford
motor company. It works on
a demand-pull basis,
contrary to hitherto used
techniques,
10 most important technical
tools The critical-to-quality tree
is used during the design phase
of DMAIC.* The Process Mapis a
picture of the current steps in
the process targeted for
improvement*- The Histogram:
This tool is used during the
Analysis stage of DMAIC*The
Pareto Chart *The Pareto Chart
*The Process Summary
Worksheet *The Cause-Effect
Diagram The Scatter DiagramThe
Affinity Diagram An affinity
diagram is used to The Run
Chart Tool * - The Control Chart
A quality circle is composed of a
group of employees (usually 5 to 15
people) who are members of a single
work unit, section, or department.
The unit’s supervisor or manager is
usually included as member of the
quality circleThe cost of poor quality
can add to other costs such as
design, production, maintenance,
inspection, sales, etc. Quality costs
cross department boundaries by
involving all activities of the
organization – marketing,
purchasing, design, manufacturing,
service, etc.

12. There have been,
however, a multitude of
manufactures of Tech 2
over the almost 30 years
it has been in
production.
Lesson -11: Seven
Magnificent Quality Tools
and Techniques
The Magnificent Seven
Make sure that goals and
expectations are well
defined and
communicated
Control is maintained
through the use of
control charts. Control
Charts for Attributes P
Charts - measures
proportion defective. C
Charts - measures the
number of defects/unit.
Tech 2 is not only a diagnostic
tool, it is also is capable of
programing new and used
programmable GM
controllers, configuring
functionality within modules
and updating GM family cars
with the most current
programing

13. Lesson -12: Tools
And Techniques of
TQM –I
TQM-i tools help organizations
to identify, analyze and assess
qualitative and quantitative data
that is relevant to their business.
Each of which can be examined
and used to enhance the
effectiveness, efficiency,
standardization and overall
quality of procedures, products
or work environment, in
accordance with ISO 9000
standards (SQ, 2004).
Quality is the concern of
not only the management
but also the workers. By
empowerment, that is
empowering employees
with the ability to stop
development if quality is
sacrificed, quality can be
dramatically improved
Lesson -
13: Measurement
Tools
Virtual instrumentation is
widely used in the
development of modern
measuring instruments.
CHECK SHEET Data record
Checklist Develop a matrix for
data collection*CHECK SHEET
Data record Checklist Develop a
matrix for data
collection*SCATTER DIAGRAM
EXPLAINS THE RELATIONSHIP
BETWEENHISTOGRAM VS. BAR
GRAPH Histogram Size, shape
and the density of interval.
*CREATING HISTOGRAM
*REVIEW THE 4 BASIC TOOLS

14. Lesson -14: Analytical
Tools
"up a notch" are process
mapping using one or more
of the following: Deming's
Total Quality Management
model, International Standard
Organization criteria,
Goldratt's Theory of
Constraints, Baldrige Criteria
The purpose of process
mapping is to use diagramming
to understand the process we
currently use and ask what is
expected of us; what should we
be doing to provide better
customer focus and
satisfaction.
regression analysis is a statistical
process for estimating the
relationships among variables. It
includes many techniques for
modelling and analysing several
variables, when the focus is on the
relationship between a dependent
variable and one or more
independent variables.
Regression analysis is also used to
understand which among the
independent variables are related to
the dependent variable, and to
explore the forms of these
relationships
Learn how to analyze
team productivity to
improve your
organizations
effectiveness and
efficiency in 5 simple
steps. *Track your
Current Productivity
and Utilization:
*Analyse, Analyse,
And Analyse:
*Improve your
Planning: *Manage
Customer
Expectations:
*Create a Productive
Working
Environment:
*Customer service
analysis.

15. Lesson -15: Improvement Tools And
Techniques
The effective use of these
tools and techniques
requires their application by
the people who actually
work on the processes, and
their commitment to this will
only be possible if they are
assured that management
cares about improving
quality.
Kaizen aims for
improvements in
productivity, effectiveness,
safety, and waste
reduction, and those who
follow the approach often
find a whole lot more in
return:
Less waste – inventory is used more efficiently as are
employee skills. People are more satisfied – they
have a direct impact on the way things are done.
Improved commitment – team members have more
of a stake in their job and are more inclined to
commit to doing a good job. Improved retention –
satisfied and engaged people are more likely to stay.
Improved competitiveness – increases in efficiency
tend to contribute to lower costs and higher quality
products. Improved consumer satisfaction – coming
from higher quality products with fewer faults.
Improved problem solving – looking at processes
from a solutions perspective allows employees to
solve problems continuously. Improved teams –
working together to solve problems helps build and
strengthen existing teams.
Just in time (JIT) is a production strategy
that strives to improve a business' return
on investment by reducing in-process
inventory and associated carrying costs.
“Quality Circle is a small group of
employees in the same work-area or doing
a similar type of work who voluntarily meet
regularly for about an hour every week
Quality circle is a small group of
employee of 8to 10. As quality
circles resolve work related
problems relating to quality,
productivity, cost reduction,
safety etc. the total
performance of the work area
naturally improves.

16. Lesson -16: Control Tools
A Gantt chart, commonly
used in project
management, is one of the
most popular and useful
ways of showing activities
(tasks or events) displayed
against time Gantt charts
are most commonly used
for tracking project
schedules
A network diagram (also
known as a network map)
shows the way various
components of a
computer network
interact with each other.
A Radar Chart is a
graphical method of
displaying multivariate
data in the form of a
twodimensional chart of
three or more
quantitative variables
represented on axes
starting from the same
point.
The Deming Cycle, or PDCA Cycle (also
known as PDSA Cycle), is a continuous
quality improvement model consisting
out of a logical sequence of four
repetitive steps for continuous
improvement and learning: Plan, Do,
Study (Check) and Act. The PDSA cycle
(or PDCA) is also known as the Deming
Cycle
SUMMING UP: is
expected to help
organizations design and
implement internal
control in light of many
changes in business and
operating environments