Business leadership system

1. TQMSIMPLIFIED
A Practical Approach to
Total Quality Management
James H. Saylor

2. TQM Myths
TQM is Simple
TQM is about “Product” Quality
TQM is a Program
TQM is Just Another Management Fad
TQM is an End in Itself
TQM/Quality is Dead

3. Why TQM
Today’s World
Looking Toward the Future
Current Work Environment
World
Class
Deming Prize
Malcolm Baldrige
Award
No System
Management
Practices
Specifications
MIL-I
MIL-Q
ISO9000
Total Quality
Management

4. TQM Results
Raised productivity and quality
Enhanced ownership
Success for the organization
Useful systems
Less cost and waste
Total customer satisfaction
Solved problems

5. TQM Leads to Success

6. TQM Considerations
Total
Quality
Management

7. Total Quality Management
A leadership and management philosophy and
guiding principles stressing CONTINUOUS
IMPROVEMENT through PEOPLE
INVOLVEMENT and QUANTITATIVE
METHODS focusing on TOTAL
CUSTOMER SATISFACTION.

8. TQM Simplified
TQM Essentials
TQM Process
TQM Foundation
TQM Framework

9. TQM Philosophy
Pursue an organization-wide perspective (systems view)
Have a customer focus
Institute continuous improvement
Lead improvements from within
Orient everyone to drive improvements
Stress optimum life cycle cost
Observe measurements/metrics
Prevent defects, errors, waste and design in product quality
Have suppliers involved in improvement process
Yearn for success

10. TQM Principles
Provide a TQM environment.
Reward and recognize appropriate actions.
Involve everyone and everything.
Nurture supplier partnerships and customer relationships.
Create and maintain a continuous improvement system.
Include quality as an element of design.
Provide training and education constantly.
Lead long-term improvement efforts toward prevention.
Encourage cooperation and teamwork.
Satisfy the customer (both internal and external customers).

11. TQM Essentials
Continuous Improvement
People Involvement
Quantitative Methods
Customer Focus

12. Continuous Improvement
Improve, invent, reengineer
Make continuous improvement an obsession
Provide resources
Recognize the value of people
Orient toward customers
View the long-term, total organization
Encourage relationships
STANDARDIZE
IMPROVE
STANDARDIZE
IMPROVE
IMPROVE

13. Involvement - Teamwork
Trust
Effective communication, especially listening
Attitude positive “can do”
Motivation to perform and improve
We mentality
Ownership of process with pride
Respect for and consideration of others
Keep focus

14. Quantitative Methods
Meaningful for expected outcomes
Encourage constant improvement
Attention drawn to critical factors
Set by the people who are closest to making it happen
Use only as appropriate for organizational needs
Recognize the limits
Emphasize consistency

15. Customer Focus
Can make or break an organization
Unique needs and expectations
Set requirements for quality
Treat customers as special
Orient everyone toward a customer focus
Make getting and keeping customers the target
Encourage “voice” of customer in design
Relate to customers as long-term partners

16. TQM Process
Customer
wants
desires
needs
requirements
expectations
TOTAL
QUALITY
MANAGEMENT
Customer
satisfied
pleased
delighted
wowed

17. TQM Foundation
INTEGRITY TRUST ETHICS
COMMUNICATION

18. TQM Framework

19. VICTORY Report Card
Leadership 
Vision 
Involvement 
Continuous Improvement 
Training, etc.. 
Ownership 
Yearning for success 
Customer Focus 

20. Summary
TQM provides a strategic advantage for
success in any industry
Stick to the basics that build on a solid
foundation that will lead to your specific
VICTORY