Total Quality Management (TQM)

Presented by-

Khan Md. Mainul HoqueTraining Specialist

NAEM,Dhaka

W. Edwards DemingBorn:1900 Died 1993

Engineer & Physicist

BACKGROUND

Total Quality Management concept was developed by a number of Japanese firms in the decades of 1950s and 1960s.

CON…

TQM approach comes from the teaching and inculcate in the field level by such quality leaders like Philip B. Crosby, Armand V. Feigenbaum, Kaoru Ishikawa.

COMMENT

Japanese flower never meant to grow on rocky American ground.

THREE CONCEPTS

Total= Everyone/Every component is involvedQuality=Continuously improving the service to delight customerManagement= With data and profound knowledge

TOTAL: SUPPLIER PRODUCER CUSTOMER

Input Process Output Outcome

Impact

Do you think

Quality is Free?

Considering factor………Higher service charge for better product or service

A JOURNEY WITHOUT END“ In the race for Quality

There is no FINAL”

QUALITY IS AN ATTRIBUTEQuality: Continuous customer satisfaction.Quality is representative of a culture

A=AccuracyB=BrevityC=Clarity T= TimelinessWisdom + Dedication + Unity + Spirit=Success

Management in all business and organizational activities is the act of getting people together to accomplish desired goals and objectives using available resources efficiently and effectively. Management comprises planning, organizing, staffing, leading or directing, and controlling an organization A group of one or more people or entities or effort for the purpose of accomplishing a goal.

DEFINITION OF TQM:Total quality management is the integration of all functions and process within an organization in order to achieve continuous improvement of the quality of goods and services.

Total Quality Management or TQM is an integrative

philosophy of Management for continuously improving the quality of products, service and process

INTERNATIONAL ORGANIZATION FOR STANDARDIZATION STANDARD ISO 8402:199

TQM is a management approach of an organization centered on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organization and society

Why people can't show desired performance?

PEOPLE DON’T BEHAVE OR PERFORM FOR MANY REASONS

Reasons Means of Solution

1. They don’t know how or when to perform2. They aren’t motivated3. They are prevented by the organization

1. Knowledge and Skill

2. Motivation3. Friendly organizational environment

GOAL OF TQMMaximum satisfaction of clients/ customers/beneficiary.

Minimum RequirementSatisfactionDelight….Delight…Delight……

NON COMPLIANCE OF PERSONAL QUALITY

Late for meeting office or appointmentSearch for something misplaced or lostDelayed return to phone call or reply to

letterMissing a chance to clean

TALENT MANAGEMENT

Talent + Competency + Leadership

Knowledge Skill Attitude

TYPES OF COMPETENCY

Knowledge: Information and understanding needed to fulfill responsibilities

Know Understand

ImplementDecision

CON..

Skill: Acquired ability or experience needed to fulfill responsibilities

Attitude: Way of thinking or behavior needed to fulfill responsibilities

SKILLPeople don’t perform due to lack of skills.Hard skill: Training is related regarding hard skill.Being a teacher, teaching skill is hard skill.

CON..Soft skill: Soft skills include our ability to listen well, Communicate effectively, be positive, handle conflict, accept responsibility, show respect, build trust, work well with others, manage time effectively, accept criticism, work under pressure, be likeable and demonstrate manners.

QUALITY IN ALL ITS POSSIBLE DIMENSIONS

Dimensions of Quality

Relevant Expressions

Getting License Did you get the license? Yes, I got it.

Cost of Getting it

Oh ! I had to pay Taka 30,000 for it as bribe. But you will be astonished to know that actual fee is only 1000 taka

How and When Delivered

Oh! I had to wait for long six months for it.

In citizen charter it is written there only 15 days.

Safety in tender droppingOh ! Few officers wanted to have a fair competition in the tender but I didn’t submit because I was threatened by some goons and guns.

BASIC PRINCIPLES OF TQM

1.1 Continuous improvement1.2 PDCA1.3 Speak with facts and data 1.4 Standardization

CON..

1.5 Prioritization1.6 Visualization1.7 Client focus1.8 Participation by all1.9 Respect humanity

MAIN COMPONENTS

There are three components in TQM: Quality assuranceQuality control Quality improvement.

IMPROVE PROCESS TO REDUCE DEFECTS

TIPS FOR TQM

Every is a key word in TQM: Improving everything that everyone does in every aspect of the organization in every department, every minute of every day

SMALL, SMALL, CONTINUAL IMPROVEMENTS

EVOLUTION RATHER THAN REVOLUTION:

Continually making small, 1% improvements to 100 things is more effective, less disruptive and more sustainable than improving one thing by 100% when the need becomes unavoidable

TEAM SPIRIT/INVOLVEMENTEveryone involved in a process or activity, however apparently insignificant, has valuable knowledge and participates in a working team

RESPECT HUMANITYEveryone is expected to participate, analyzing, providing feedback and suggesting improvements to their area of work

EMPOWER TO PARTICIPATEEvery employee is fully in the improvement process: taking responsibility, checking and co-coordinating their own activities. Management practice enables and facilitates this.

FUNDAMENTAL ELEMENTS OF QUALITY MANAGEMENT:

PROMOTE CUSTOMER FOCUSED SERVICEINVOLVEMENT (TEAMWORK)USE PERFORMANCE MEASUREFOCUS ON RESULTRELY ON DATA COLLECTION AND INTERPRETATIONSUPPORT MANAGEMENT THAT IS BASED ON FACTSINVOLVE EFFICIENT AND EFFECTIVE RESOURCE ALLOCATION AND MANAGEMENT

UTILIZATION:Top Management SupportImplementation of Strategic Plan on

QualityFocusing on CustomerEmphasizing Quality AssuranceFostering Team WorkEstablishing Performance

MeasurementProviding Training and RecognitionMotivation

BIT-BY-BIT CONTINUAL IMPROVEMENTS

TIPS FOR THINKING Present the Right

Image Do Good Work Develop a Healthy

Network Continue Upgrading

Your Skill Refrain from

Humiliating Your Colleague

Find a Mentor

Consider Lateral Career Moves

Stay VisibleLearn the Power

StructureDon’t stay too

long in a same position

Support Your Boss

Good Better Best

Never Takes Rest

Take Care of your QualityQuality will Protect Yourself