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TOTAL QUALITY MANAGEMENT:

TQM

Origins, Evolution & key elements

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Total Quality Management

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Total Quality Management

Definition

It is define as a philosophy that involve everyone in an organization in a Continual effort to

improve quality and achieve customersatisfaction.

Total quality management is a systemicapproach to productivity improvement using

qualitative and quantitative methods andinvolving all stakeholders to continuouslyimprove the quality of all products andservices

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3-4Total Quality Management

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Four Pillars Of TQM

a

c

d

b

P-1

P-2

P-3

P-4

P-1=satisfying customerP-2=system/process

p-3=people

P-4=improvement tools

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TQM wheel (principle)

Customer

satisfaction

benchmarking

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Essential Tools Of TQM Focus

Customer satisfaction

Leadership

Quality policy Organization cost

Quality cost

Supplier selection and development

Recognition and rewards

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Necessity For TQM

TQM adds value to the services offered to thecustomer

All person are involved which improvemotivation and commitment

TQM provides assurance that performance andprocess are well understood

TQM is economic in the long term to both thecompany and its customer

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Why TQM program fails?

Lace of commitment from the top management

Focusing on specific techniques rather than on the

system

Not obtaining employs buy-in and participation

Program stop with training

Expecting immediate result, not a long term payoff

Focusing the org to adopt methods that are notproductive or compatible with its product system and

personnel

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3-10

Deming Wheel: PDCADeming Wheel: PDCA

CycleCycle

1. Plan

Identifyproblem and

develop plan

for

improvement.

2. DoImplement

plan on a test

basis.

3. Study/CheckAssess plan; is it

working?

4. Act

Institutionalizeimprovement;

continue

cycle.

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PLAN

CHECK

DOACT

The Deming Cycle or PDCA Cycle

Plan a change to the process. Predict the

effect this change will have and plan how

the effects will be measured

Implement the change on

a small scale and measure

the effects

Adopt the change as a

permanent modification

to the process, or

abandon it.

Study the results to

learn what effect the

change had, if any.

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W. Edwards Demings 14 Points

Create constancy of purpose towards improvement

of product and services.

Adopt the new philosophy. We can no longer livewith commonly accepted levels of delays, mistakes,

defective workmanship.

Cease dependence on mass inspection. Require,

instead, statistical evidence that quality is built in.

End the practice of awarding business on the basis of

price tag.

1)

2)

3)

4)

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Find problems. It is managements job to work

continually on the system.

Institute modern methods of training on the job.

Institute modern methods of supervision of

production workers. The responsibility of foremen

must be changed from numbers to quality.

Drive out fear that everyone may work effectively for

the company.

5)

6)7)

8)

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Break down barriers between departments.

Eliminate numerical goals, posters and slogans for

the workforce asking for new levels of productivitywithout providing methods.

Eliminate work standards that prescribe numerical

quotas.

Remove barriers that stand between the hourly

worker and his right to pride of workmanship.

9)

10)

11)

12)


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Institute a vigorous programme of education and

retraining.

Create a structure in top management that will pusheveryday on the above 13 points.

13)

14)


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Joseph M. Juran and the Cost Of Quality

100% defective Point of Enough

quality

Total

CostsUnavoidable

costs

Avoidablecosts

Costs

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What is TQM?

Constant drivefor continuous

improvement and

learning.

Concern for

employeeinvolvement and

development

Management

by Fact

Result FocusPassion to delivercustomer value /

excellence

Organisation

responseability

Actions not just

words(implementation)

Process

Management

Partnership

perspective(internal /

external)

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BASIC PRINCIPLES OFTQM

Approach Management Led

Scope Company Wide

Scale Everyone is responsible for Quality

Philosophy Prevention not Detection

Standard Right First Time

Control Cost of Quality

Theme On going Improvement

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FOUR KEY PRINCIPLESFOUR KEY PRINCIPLES

Measure quality so you can affect it

Focus on a moving customer

Involve every employee

Think long term - Act short term

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Quality is a Journey,

not a Destination

TQM 16 april

Documents