Total quality management (TQM) is a comprehensive approach to quality management that is company-wide in scope. It involves all departments and employees and focuses on continuously improving processes and meeting customer needs. TQM goes beyond traditional quality assurance methods like inspection and quality control by emphasizing prevention over detection of defects and focusing on all stakeholders rather than just internal processes or final products. The goal of TQM is to continuously increase customer satisfaction through ongoing improvements in quality, process, and product design.

1. TOTAL QUALITY MANAGEMENT
by
Muhammad Asif
Faculty IQTM-PU
F lt IQTM PU
Ex Quality Control Officer Schering Asia GmbH Pakistan
Ex Provincial Inspector Of Drugs
Lahore (PCS)
asif@iqtm.pu.edu.pk
@q p p

2. BASIC CONCEPTS OF QUALITY
Quality
Grade
Inspection
Quality control
Quality assurance
Quality management
Total quality management
q y g
ISO standards

3. QUALITY
A subjective term for which each
person has his or her own
definition.
– Characteristics of a product that bears
on it’s ability to satisfy the stated or
implied needs
– A product or service free of
deficiencies.
d fi i i
(ASQ)

4. • PHILIP CROSBY’S IDEA OF
QUALITY
• Quality is not comparative
• No high or poor quality
• A product either conforms to
specifications or not
• Quality is an attribute
• Not a variable

5. • JURAN’S IDEA OF QUALITY
• FITNESS FOR THE PURPOSE
• Focus on this idea helps prevent over
specifications of product or services
• Over specifications adds to cost
• Is against right first time performance

6. Dimensions of Product Quality
• Performance
• Aesthetics
A th ti
• Special features: convenience, high
technology
• Safety
y
• Reliability
• Conformance ( ti pre-established
(meeting t bli h d
standards)
• Durability
• Service after sale

7. Service Quality
1.
1 Time & Timeliness
–customer waiting time, completed on time
2. Completeness
–customer gets all they asked for
customer
3. Courtesy
–treatment by employees

8. 4.
4 Consistency
–same level of service for all customers
5. Accessibility & Convenience
–ease of obtaining service
ease
6. Accuracy
–performed right every time
7.
7 Responsiveness
–reactions to unusual situations

9. Two Aspects of Quality
Quality of design measures how closely
the characteristics of products or services
meet the needs and wants of customers
customers.
Conformance quality refers to the
performance of a product or service
according to design and product
specifications.
specifications

10. In other
words
Actual Design Customer
Performance Specifications Satisfaction
Conformance Quality
Q
Quality
y g
of Design
Failure Failure

11. The Meaning of Q
g Quality
y
Producer s
Producer’s Perspective Consumer’s P
C ’ Perspective
ti
Quality of Conformance Quality of Design
Fitness for
Consumer Use

12. GRADE ?
Category or rank given to different
quality requirements for products
products,
processes, or systems having the
same f nctional use
functional se
(
(ISO 9001:2000)
)

13. Importance of Quality
• Lower costs (less labor, rework, scrap)
• Cost f
C t of non quality i hi h
lit is high
• Motivated employees
• Market Share
• Reputation
• International competitiveness
• Revenues generation i
R ti increased ( lti t
d (ultimate
goal)

14. INSPECTION
• It is the sorting / segregation of Non conforming
items from the conforming items
• Means separation of
Defective items from the right items

15. IN P U T
INSPECTION
P R O C E S S
O U T P U T
R E W O R K
D E C IS IO
N O T N
O K
O K
E N D

16. INSPECTION
Segregation of defectives
from right items
+
Rework (IF NEEDED)

17. QUALITY CONTROL
Is the operational techniques
and activities that are used to
fulfill the
f lfill th requirements f
i t for
quality (ASQ)

18. IN P U T
QUALITY
CONTROL
P R O C E S S
S O L U T IO N
R O O T
C A U S E
A N A L Y S E
C O L L E C T O U T P U T
D A T A
R E W O R K
D E C IS IO
N
N O T O K
O K
E N D

19. Quality Control =
Inspection
+
Corrective
action
ti

20. Quality Assurance
Is all systematic and planned actions
which are necessary to provide
adequate confidence that a product or
service will satisfy the given
requirement for quality.

21. QUALITY
ASSURANCE
SSU C
Preventive
approach
rather than
corrective

22. SO WHAT QA ACTUALLY IS
• QA covers the whole life of product
• It includes
1. Product
2. Process
3. Customer

23. Quality Management
Is a systematic set of operating
procedures which i company wide,
d hi h is id
documented, implemented and
maintained while ensuring the growth
of business in a consistent manner

24. QUALITY
MANAGEMENT
Management
element inserted
Planning,
leading,organising
controlling etc.
System to
maintain the
process

25. So QMS is meant to establish a framework of
reference to ensure that every time process is
performed,
performed the same information method
information, method,
skills, and controls are used and applied in a
consistent manner
manner.

26. ISO Standards
• A set of quality standards governing the
t f lit t d d i th
documentation requirement of a system
• ISO 9001:2000 (QMS)
• ISO 14001:2004 (EMS)
( )
• ISO 17025 (GLP)
• SA 8000 (Social Accountability Std not
Std.not
ISO Std.)

27. TOTAL QUALITY MANAGEMENT
The comprehensive approach towards
quality management system
The process of individual &
p
organizational development the
p p
purpose of which is to increase the
level of satisfaction of all the
stakeholders

28. TQM
Quality
Assurance
ISO 9000
Inspection/
Quality All
control Stakeholders
Customer
Suppliers Customer
C t
focus
Process Process
Product Product Process
Product

29. EVOLUTION OF TQM
Total Quality Management
Q y g
Quality Assurance
Quality Control
Inspection

30. SCOPE WISE

31. “BIG Q Vs “LITTLE q
BIG Q” LITTLE q”
Managing f quality i all b i
M i for lit in ll business
processes and products (big Q)
&
Managing for quality in a limited
capacity—traditionally only in factory
products and processes (little q).

32. “BIG Q Vs “LITTLE q
BIG Q” LITTLE q”
100%
Quality
Improvement
50%
Big Q
0% little q
1 2 3 4 5 6 7 Years

33. TIME FOR QUESTIONS