Total Quality Management(TQM)

Prepared by

RAMANANDA

Contents

Introduction Definition of TQM Details about TQM TQM principles Level of TQM TQM for your life! Over views Conclusion

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The expression Total Quality Management started to appear in the 1980s

TQM truly became pervasive in 1990s Now a days it plays a vital role in every

organization or firm For providing better service every firm must

need it

Introduction

Cont… Need to know following things

a. What is customer? E.g. external and internal

b. What is product?

c. How customer satisfied?

d. What are feature of products?

e. Freedom of deficiencies

DEFINITION OF TQM TQM is a management approach for 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 to society

TQM Definitions: Focussing on customers satisfaction. Provides best quality product at lowest possible price Prevention of defects, target is zero defects

TQM

TO

TAL QULITY

MANAGEMENT

Details About TQM

Total = Quality involves everyone and all activities in the company. I. Marketing II. FinanceIII. DesignIV. EngineeringV. ProductionVI.Customer service

Cont…Q : quest for excellenceU : understanding customerA : action for achieve customer satisfactionL : better leadershipI : involvement of all people T : team spirit to work for common goalY : yardstick to measure progress

Quality : conformation to specification : conformation to requirement : value for money : customer's perception : combination of aesthetics, feature and design

Cont…

MANAGEMENT = Quality can and must be managed = system of managing like plan organize, control , lead ,staffing

Total Quality Management Total Quality Management TQM is the foundation for activities which include; Meeting Customer Requirements Reducing Development Cycle Times Just In Time/Demand Flow manufacturing Improvement Teams Reducing Product and Service Costs Improving Administrative Systems Training

The Deming Cycle or PDCA Cycle

PLANPlan a change to the process. Predict the effect this change will have and plan how the effects will be measured

ACT

Adopt the change as a permanent modification to the process, or abandon it.

DOImplement the change on a small scale and measure the effects

CHECK

Study the results to learn what effect the change had, if any

LEVEL OF TQM

organizational level :

meeting external customer need

Process level : meetings the needs of internal customers

Performer level or job level :

meetings the requirements of accuracy, completeness innovation , timeliness and cost

TQM principles Principles (by focusing on the follows):

Management Commitment

Plan (drive, direct)

Do (deploy, support, participate)

Check (review)

Act (recognize, communicate, revise) Employee Empowerment

Training

Suggestion scheme

Measurement and recognition

Excellence teams

Cont… Fact Based Decision Making

SPC (statistical process control) Statistical tools TOPS (Team Oriented Problem Solving)

Continuous Improvement Excellence teams Cross-functional process management Attain, maintain, improve standards

Cont… Customer Focus

Supplier partnership Service relationship with internal customers Never compromise quality Customer driven standards

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

Approach Management Led

BASIC PRINCIPLES OF TQM

TQM principles, an example

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2%

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20%

0%

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60%

80%

100%

Before TQM After TQM

In 1986, Globe Metallurgical company was in trouble

Productivity

Export

There are famous companies have been applied TQM and

gained a big benefits, e.g. Toyota, Ford & Motorola.

ISO 9000: 2000Created by International Organization for Standardization (IOS) which was created in 1946 to standardize quality requirement within the European market. IOS initially composed of representatives from 91 countries Prefix “ISO” in the name refers to the scientific term “iso” for equal. Thus, certified organizations are assured to have quality equal to their peers. It contains 6 parts i.e. ISO , ISO9000, ISO2000, ISO2001, ISO2002, ISO2003, ISO2004 It defines a well-designed, well-implemented and well managed quality system provides confidence that outputs will meet customer expectations and requirements.

Created to meet five objectives:1. Achieve, maintain, and seek to continuously

improve product quality in relation to the requirements.

2. Improve the quality of operations to continually meet customers’ and stakeholders’ needs.

3. Provide confidence to internal management that quality requirements are being met.

4. Provide confidence to the customers that quality requirements are being met.

5. Provide confidence that quality system requirements are fulfilled.

ISO 9000: 2000

ISO 9000: 2000 Quality Management Principles

Principle 1: Customer FocusPrinciple 2: LeadershipPrinciple 3: Involvement of peoplePrinciple 4: Process approachPrinciple 5: Systems approach for managementPrinciple 6: Continual improvementPrinciple 7: Factual approach to decision makingPrinciple 8: Mutually beneficial supplier relationships.

TQM for your life!

Try TQM Total Quality involves everyone and all activities.

Quality Conformance to Requirements.

Management Quality can and must be managed.

(Ethics, Integrity, Trust, Training, Teamwork, Leadership, Communication and Recognition).

Find a goal for your life & implement TQM to achieve it, I am sure:

You will see the difference…. with TQM

Over views… TQM = A process for managing quality; It must be a continuous way of life; A philosophy of perpetual improvement in everything we do Why TQM is a GOLDEN word?

It is an Improvements in quality, productivity, competitiveness and financial return.

Quality is a journey , not a destination

Conclusion

TQM: An approach to the art of management (philosophy). It is an Improvement tool. It is direct you to achieving goals. It is a lifestyle for successful people.

THANK YOU

Do the right things, right the first time, every time