The document discusses the principles and concepts of Total Quality Management (TQM). It defines quality, explains what TQM is, and describes the nine dimensions of quality that customers expect. The document outlines how TQM leads to benefits like higher customer satisfaction but also discusses potential pitfalls. It emphasizes that quality must be a priority across all business processes and concludes that focusing only on price risks lower quality products.

1. TOTAL QUALITY
MANAGEMENT
S.BHUVANESWARI
02/08/13

2. QUALITY DEFINITIONS
• QUALITY IS EXCELLANCE THAT IS BETTER
THAN MINIMUM STANDARD,IT IS
CONFORMANCE TO STANDARD AND
FITNESS OF PURPOSE
• ISO 9000:2000 DEFINITION OF QUALITY,IT IS
THE DEGREE TO WHICH A SET OF
INHERENT CHARACTERISTICS FULFILLS
REQUIREMENT
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3. WHAT IS TQM
MANAGEMENT
BY
FACT
DRIVE CONCERN FOR
FOR EMPLOYEE
CONTINUOUS DEVELOPMENT
IMPROVEMENT
PASSION TO
ORGANISATION
RESULT DELIVER
RESPONSE
FOCUS CUSTOMER
ABILITY
VALUE
ACTIONS
NOT
JUST PROCESS
WORDS MANAGEMENT
PARTNERSHIP
PERSPECTIVE
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4. QUALITY AND CUSTOMER
EXPECTATIONS
• THERE ARE NINE DIMENSIONS OF QUALITY THAT
MAY BE FOUND IN PRODUCTS THAT PRODUCE
CUSTOMER SATISFACTION
• THOUGH QUALITY IS AN ABSTRACT
PERCEPTION,IT HAS A QUANTITATIVE MEASURE
Q=(P/E)WHERE
Q=QUALITY,P=PERFORMANCE,E=EXPECTATIONS(
OF THE CUSTOMERS)
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5. THE NINE DIMENSIONS OF
QUALITY
• PERFORMANCE
• FEATURES
• CONFORMANCE
• RELIABILITY
• DURABILITY
• SERVICE
• RESPONSE OF DEALER
• AESTHETICS OF PRODUCT
• REPUTATION OF DEALER
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6. EFFECTS OF POOR QUALITY
• LOW CUSTOMER SATISFACTION
• LOW PRODUCTIVITY,SALES AND PRODUCT
• HIGH REPAIR COST,INVENTORY COST
BENEFITS OF QUALITY
• HIGHER CUSTOMER SATISFACTION
• HIGH RELIABILITY OF CUSTOMERS
• MORE EFFICIENCY OF
OPERATIONS,PROFIT,PRODUCTIVITY,MARKETSHARE
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7. CUSTOMER SATISFACTION
• CUSTOMER IS THE BOSS
• CUSTOMERS DICTATES THE MARKET TRENDS AND
DIRECTION AND HE” WANTS WHAT HE WANTS”
COMPANY’S
PRODUCT
WHAT
CUSTOMER
WANT’S
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8. SERVICE QUALITY
CUSTOMER CARE
• MEET THE POINT OF CUSTOMER
• DELIVER WHAT IS PROMISED
• MAKE CUSTOMERS FEEL VALUED MORE
• RESPOND TO ALL COMPLAINTS
• OPTIMIZE THE TRADE OFF BETWEEN TIME AND
PERSONAL ATTENTION
• REVIEW AND IMPLEMENT CUSTOMER FEED AND
SUGGESTIONS INTO CURRENT PROCEDURES
WHEN NEEDED
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9. BUISINESS INTEGRITY MANAGEMENT
• BIMS A PRACTICAL INTERNAL TOOL TO DESIGNED
TO PREVENT CORRUPT BEHAVIOUR AND
ENCOURAGE INTEGRITY
• A CLEAR COMMITMENT BY LEADERSHIP
DEMONSTRATED ,AMOUNG OTHER WAYS,THROUH
ADOPTION AND REQUIRED ADHERENCE TO BIMS
• INVOLVEMENT OF STAFFS
• A PLANNED PROCESS APPROACH THAT
ANTICIPATES POTENTIAL OPPERTUNIES FOR
CORRUPTION,INCO-OPORATES DOCUMENTATION
OF THE ADMINISTRATION MANAGEMENT OF EACH
ACTIVITY
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10. HOW TO BEGIN CONTINUOUS
IMPROVEMENT
• START SETTING GOALS AND START MEETING THE
GOALS YOU HAVE SET
• MANAGEMENT INDICATES COMPLETE
COMMITMENT TO CONTINUOUS IMPROVEMENT
• IDENTIFY STAGES
• ESTABLISH RESPONSILITIES
• SET THE DATAM
• PRE PLAN
• REGARD EACH PROJECT AS PART OF A CYCLE
• EACH WORKERS REGARD HIMSELF OR HERSELF
AS A QUALITY INSPECTOR OF TASK
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11. COMPANIES WHO IMPLEMENTED
CONTINUOUS IMPROVEMENT
• BECTEL TQM WAS STARTED IN 1987 AND HAS
RECENTLY BEEN REORGANIZED INTO ( AN
ACRONYM FOR COMMITMENT TO CONTINUOUS
IMPROVEMENT).THE INITIATIVES FOR THEIR TQM
PROCESS WERE OBTAINED FROM THEIR
CUSTOMERS BY USING A SIMPLE QUESTIONNAIRE
• MOTOROLA THE COMPANY HAS A SUCCESSFULLY
WORKING TQM PROCESS.MOTOROLA’S
FUNDAMENTAL OBJECTIVE IS TOTAL CUSTOMER
SATISFACTION .THEY HAVE WON THE BALDRIGE
AWARD AND ARE CORPORATE LEADERS IN TQM
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12. PITFALLS TO BE AVOIDED IN TQM
• OVER DEPENDENCE ON COMPUTERIZED QUALITY
CONTROL
• FUNDING FAILURE
• NO MARKET RESEARCH
• NO TESTING OF INCOMING MATERIALS
• ADVERSARIAL MANAGEMENT
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13. THE COST OF NON CONFORMANCE
LEADS US TO
• REWORK
• RECALLS
• EXPEDING
• REMOVAL OF PUNCH LIST ITEMS
• TIME EXTENSIONS
• LITIGATION COSTS AND DAMAGES
• INCREASED INSURANCE COST
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14. WHAT’S IT GOING TO COST US DOING
TQM?
YOU ASK,WELL,WHAT IS IT COSTING YOU NOW NOT
TO DO IT?........WHAT IS YOUR COST OF QUALITY ?
IF YOU DON’T HAVE THE ‘REAL’ FACTS,THE TRUTH IS
YOU REALLY DONT KNOW... BUT YOU CAN
PROBABLY SENSE WHAT YOUR COST OF QUALITY
IS COSTING YOU.
YOU CAN FEEL IT AND ITS NOT A COMFORTABLE
FEELING.
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15. CONCLUSION
• THE INCORPORATION OF QUALITY BASED PRINCIPLES IS
VERY ESSENTIAL IN ALL PROJECTS AND BUISINESS TO THE
ACHIEVEMENT OF THEIR GOALS
• “THERE IS SCARELY ANYTHING IN THE WORLD THAT SOME
MAN CANNOT MAKE A LITTLE WORSE,AND SELL A LITTLE
MORE CHEAPLY,THE PERSON WHO BUYS ON PRICE ALONE
IS THIS MAN’S LAWFUL PREY”
- JOHN RASKIN(1819-1900)
BRITISH POET,SCIENTIST AND PHILOSOPHER
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16. REFERENCE
• WWW.WIKIPEDIA.COM
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