The document discusses the principles of Total Quality Management (TQM). It aims to help students understand TQM and use statistical approaches for quality control. The key points covered include defining TQM, its framework and contributions from quality pioneers like Deming, Juran and Crosby. Several principles of TQM are described such as customer focus, management commitment, employee involvement and continuous improvement.

1. 191ME71
TOTAL QUALITY MANAGEMENT
To understand the various principles, practices of TQM to achieve quality and to learn the
various statistical approaches for Quality control.
Course Outcomes:
The students will be able to:
CO1. Know the basics of TQM
CO2. Understand the principles of TQM
CO3. Improve their workplace with the help of 5S
CO4. Learn the six sigma and bench marking techniques
CO5. Familiarize Quality circles and QFD
CO6. Study the various quality systems

2. UNIT 1 - EVALUATION OF TQM
• Introduction
• – Need for quality
• – Evolution of quality
• – Definition of quality
• – Dimensions of manufacturing and service quality
• – Basic concepts of TQM
• – Definition of TQM
• – TQM Framework
• – Contributions of Deming,
• Juran and Crosby – Barriers to TQM

3. Total Quality Management (TQM)
Antecedents of Modern Quality
Management
 Guilds of Medieval Europe
(From the end of 13th Century to Early 19th Century)
 The Industrial Revolution
(From the end of 17th Century to 1800s)
 The World War II
(From 1938 to 1945)
 Post World War Era
(After 1945)
The Industrial Revolution
(From the end of 17th Century to
1800s)
Craftsmanship
The Factory System
The Taylor System

4. Definitions of Quality
Quality means different to different people:
1. Customer-Based: Fitness for use, meeting customer expectations.
2. Manufacturing-Based: Conforming to design, specifications, or requirements. Having no
defects.
3. Product-Based: The product has something that other similar products do not that adds
value.
4. Value-Based: The product is the best combination of price and features.
5. Transcendent: It is not clear what it is, but it is something good...

5. Quality - Definitions
• Quality is excellence that is better than a minimum
standard.
• It is conformance to standards and ‘fitness of
purpose’
• ISO 9000:2000 definition of quality- It is the
degree to which a set of inherent characteristics
fulfills requirements.
• Quality is ‘ fitness for use ‘ of the product –Joseph
Juran.

6. Quality and customer expectations
• Quality is also defined as excellence in the product or
service that fulfills or exceeds the expectations of the
customer.
• There are 9 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(as measured by
the Manufacturer), and E = Expectations( of the
customer).

7. • Quality is not fine-tuning your product at the final
stage of manufacturing,before packaging and shipping
.
• Quality is in-built into the product at every stage
from conceiving –specification & design stages to
prototyping –testing and manufacturing stages.
• TQM philosophy and guiding principles continuously
improve the Organisation processes and result in
customer satisfaction.

8. Needs for Quality
• Customer satisfaction and happiness
• Goodwill (image of the organisation) and high productivity
• Capturing the market
• Minimising the cost as well as losses
• Maximising the profit
• Recognising the role of everyone in the organisation
• Fixing a common goal for the entire organisation
• Emphasising teamwork among the staff
• Establishing performance measures for the employees
• Betterment of employees
• Increased viability.

9. Need / Importance for quality
• Producing superior quality products / service is vital to the continued
growth success of a company, therefore benefits of quality are given
below.
• 1. It gives a positive company image
• 2. It improves competitive ability both nationally and internationally
3. It increases market share, which translates into improved profits
• 4. Overall it reduces costs which also results in profits
• 5. It reduces problems & avoids unnecessary costs
• 6. It creates an atmosphere for high employee morale, which
improves productivity .

10. Evolution of Quality

11. 8/22/2023
Sample Footer Text 11
Companywide quality control

12. The Dimensions of Quality
Dimension Meaning and Example
Performance
Primary product characteristics, such as the brightness of the
picture
Features Secondary characteristics, added features, such as remote
control
Conformance Meeting specifications or industry standards, workmanship
Reliability Consistency of performance over time, average time for the
unit to fail
Durability Useful life, includes repair
Service Resolution of problems and complaints, ease of repair
Response Human-to-human interface, such as the courtesy of the dealer
Aesthetics Sensory characteristics, such as exterior finish
Reputation Past performance and other intangibles, such as being ranked
first

13. Service Quality
• Service can be defined as ‘any primary
or complimentary activity that does not
directly produce a physical product –
that is, the non-goods part of the
transaction between buyer (customer)
and seller (provider).
• Intangibility: inability to assess the
value gained from engaging in an
activity using any tangible evidence
• Perish-ability: capacity cannot be
stored for sale in the future.
• Inseparability: renders it impossible to
divorce the supply or production of the
service from its consumption.
• Variability: Differences in service in
terms of time and person.
Five key dimensions of service quality contribute to customer
perceptions:
 Reliability: The ability to provide what was promised,
dependably and accurately. Ex: providing
error free invoices, making repairs correctly first time.
 Assurance: The knowledge and courtesy of employees, and
their ability to convey trust and
confidence. Ex: ability to answer questions, having capability to
do the necessary work, avoiding
possible fraud with the system of operations.
 Tangibles: The physical facilities of the equipment, and the
appearance of personnel. Attractive
front office, well dressed employees, well designed forms etc.
 Empathy: The degree of caring and individual attention
provided by the customers. Ex:
willingness to schedule deliveries at the customer’s convenience,
explaining technical jargon in a
layman’s language.
 Responsiveness: The willingness to help customers and
provide prompt service. Ex: acting
quickly to resolve problems, promptly crediting returned
materials.

14. Improving Service Quality
Organization:
1. Identify each market segment
they are serving.
2. Write down the requirements.
3. Communicate the
requirements
4. Organise processes
5. Organise physical spaces.
Customer Care:
1. Meet the customers’ expectations
2. Get the customer’s point of view.
3. Deliver what is promised
4. Make the customer feel valued.
5. Respond to all complaints
6. Over-respond to the customer
7. Provide a clean and comfortable
customer reception area.
Communication:
1. Optimize the trade-off between time
and personal attention.
2. Minimize the number of contact
points
3. Provide pleasant, knowledgeable,
and enthusiastic employees.
4. Write documents in customer-friendly
language.
Front Line People:
1. Hire people who like people
2. Challenge them to develop better methods
3. Give them the authority to solve the problems.
4. Serve them as internal customers
5. Be sure they are adequately trained.
6. Recognise and reward performance

15. TQM Six Basic Concepts
1. A committed and involved management to provide long-term top-to-bottom organizational
support.
• Management must participate in the quality program. A quality council must be established to develop a clear vision, set long-term goals,
and direct the program. Quality goals are included in the business plan. An annual quality improvement program is established and involves
input from the entire work force. Managers participate on quality improvement teams and also act as coaches to other teams. TQM is a
continual activity that must be entrenched in the culture—it is not just a one-shot program. TQM must be communicated to all people.
2. An unwavering focus on the customer, both internally and externally.
• An excellent place to start is by satisfying internal customers. We must listen to the “voice of the customer” and emphasize design
quality and defect prevention. Do it right the first time and every time, for customer satisfaction is the most important consideration.
3. Effective involvement and utilization of the entire work force.
• TQM is an organization-wide challenge that is everyone’s responsibility. All personnel must be trained in TQM, statistical process control
(SPC), and other quality improvement skills. Changing behavior is the goal. People must come to work not only to do their jobs but also how
to improve their jobs. People must be empowered at the lowest possible level to perform processes in an optimum manner.
4. Continuous improvement of the business and production process.
• Quality improvement projects, such as on-time delivery, order entry efficiency, billing error rate, customer satisfaction, cycle time, scrap
reduction, and supplier management, are good places to begin. Technical techniques such as SPC, benchmarking, quality function
deployment, ISO 9000, and designed experiments are excellent for problem solving.
5. Treating suppliers as partners.
• A partnering relationship rather than an adversarial one must be developed. Both parties have as much to gain or lose based on the success
or failure of the product or service. The focus should be on quality and life-cycle costs rather than price. Suppliers should be few in number
so that true partnering can occur.
6. Establish performance measures for the processes.
• Performance measures such as uptime, percent nonconforming, absenteeism, and customer satisfaction should be determined for each
functional area. These measures should be posted for everyone to see. Quantitative data are necessary to measure the continuous quality
improvement activity.

16. Total Quality Management (TQM)
There are five ways of looking at quality definitions
I. Transcendent Definition:
"Quality is neither mind nor matter, but a third entity independent of the two…even through
Quality cannot be defined, you know what it is."
II. Product-Based Definition:
"Quality refers to the amounts of the unpriced attributes contained in each unit of the priced
attribute."
III. User-Based Definition:
"Quality is fitness for use." (J.M. Juran, ed., Quality Control Handbook, p2).
IV. Manufacturing-Based Definition:
"Quality [means] conformance to requirements." "Quality is the degree to which a specific
product conforms to a design or specification."
V. Value-Based Definition:
"Quality means best for certain customer conditions. These conditions are (a) the actual use
and (b) the selling price of the product."

17. What is TQM?
 TQM is the enhancement to the traditional way of doing business.
 It is a proven technique to guarantee survival in the world-class competition.
 TQM is for the most part common sense.
 Analyzing three words (TQM), we have:
Total—Made up of the whole
Quality—Degree of excellence a product or service provides
Management—Act, art, or manner of handling, controlling directing, etc.
 Therefore TQM is the art of managing the whole to achieve the excellence.

18. What is TQM? (Continued)
 TQM is defined as both philosophy and a set of guiding principles that
represents the foundation of a continuously improving organization.
 It is the application of quantitative methods and human resources to
improve all the processes within an organization and exceed customer
needs now and in future.
 TQM integrates fundamental management techniques, existing
improvement efforts, and technical tools under disciplined approach.

19. Total Quality Management (TQM)
In trying to define TQM is it is well worth considering the relevance and meaning of the three words in it's
title.:
Total - The responsibility for achieving Quality rests with everyone a business no matter what their
function. It recognizes the necessity to develop processes across the business, that together lead to the
reliable delivery of exact, agreed customer requirements. This will achieve the most competitive cost
position and a higher return on investment.
Quality - The prime task of any business is to understand the needs of the customer, then deliver the
product or service at the agreed time, place and price, on every occasion. This will retain current
customers, assist in acquiring new ones and lead to a subsequent increase in market share.
Management - Top management lead the drive to achieve quality for customers, by communicating the
business vision and values to all employees; ensuring the right business processes are in place; introducing
and maintaining a continuous improvement culture.

20. TQM Framework