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TQM ( Total Quality Management )
Definition:
An organization wide program that
integrate all functions and processes of the
business so that design, planning, production,
distribution and services are focused on
maximizing customer satisfaction through
continued improvement.
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Total Quality Management Total
Quality management involves everyone and alltasks and activities of a company
Quality Degree to which the product (or service) fulfils
customer requirements or was producedcorrectly.
Management Quality must be managed by planning,
organizing, leading and controlling.
http://www.youtube.com/watch?v=XlDBw7VZ4gE&feature=related
http://www.youtube.com/watch?v=-sJKH03MRII&feature=related
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Importance of good quality
good quality lead to higher customer
satisfaction and is rewarded by increase profits
Improved
Quality
Higher customer satisfaction
Increased sales volume
Companys reputation
Product liability
Market gains
Higher price
Reduced costs
Higher productivity
Lower rework / scrap
Increased
profit
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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performance Main product characteristics / everything worksconformance Specifications, standards and customers
expectations
Perceived quality(imagine)
Indirect evaluation of quality, reputation andratings
Aesthetics(beauty)
Design, taste, soft touch, fit and finish, grade ofmaterial used (mobiles iphone, galaxy)
Reliability Consistency of performance, infrequency ofbreakdowns
Special features Extra characteristics
Service after sale Warranties, maintenance and handling ofcomplaints
durability Long life of product, resistance
safety Risk of injury
Determinants of product quality
An approach of product quality determinants
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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Input ( customer
requirements )
Responsiveness Empathy
Availability / access Assurance
Courtesy / friendliness Credibility
Reliability Assurance / security
Communication Time
Competence (specifications) Courtesy
Tangibles Understanding customer
Output ( customer
satisfaction )
Determinants of service quality
A system approach of customer satisfactions through the different
attributes of service quality ex mobile network customer service
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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Consequences of poor quality (costs of poor quality)
products of poor quality may disappoint the buyer and leads to
product failure
Loss of business Loss of reputation Higher costs
The customer will
not buy the
product again or
any other product
from the company
The customer will
complain about
their bad
experience to
friends and
relatives
Poor quality
costs money and
reduces
profitability
A study showed: while a satisfied customer will tell a few people
about his or her experience, a dissatisfied person will tell an average
of 19 people.
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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Customer
focus
Planning
process
Process
management
Process
improvement
Total
involvementLeading with objectivesCustomer oriented (curve)
Internal and external customer relations
Zero error program
Work in processes
Continuous improvement with
measuring units
Involvement of all employees
Trainings and further educationFrequent management audits (revision)
The TQM system model
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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ISO 9000
The ISO 9000 is a set of internationalstandards for quality management systems.
Companies that meet the requirements of
that standard can receive ISO 9000registration.
ISO 9000 series consists of 3 documents:
ISO 9000: fundamentals ISO 9001: requirements.
ISO 9004: guidelines for performanceimprovements.
The ISO 9000 certification demonstrate that you have established an
effective quality management system
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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The seven classical tools of quality
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The seven classical tools of TQM
Pareto chart Scatter diagram Control chart Flow chart
Cause-and-effect histogram Checklist / check sheet
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Pareto chart
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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http://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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Control chart
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Flow chart
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Cause and effect
E l th l th t f f
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Example the employee that are far form
the location of work
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Histogram
A histogram is a graphic summary of variation in a
set of data that can be analyzed in order to make
decisions regarding them
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Methods of solution
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Analytic methods
1. Brainstorming
and evaluate all
possible effects of
the solution
2.Classify effects under
major headlines e.g.
- Money / materials
- People
- Equipments / machine
- Methods
3. Updatesolution effect
analysis
template by
writing effects
on the diagram
Solution effect analysis
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related8/2/2019 TQM ( Total Quality Management )1
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Root cause analysis
Cause 1 Weight 50%
Cause 2 Weight 30%
Cause 3 Weight 25%
.. .
.. .
. ..
Root cause analysis (RCA) is a class of problem solving methods
aimed at identifying the root causes of problems or events
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related