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7/30/2019 Session 1 TQM Overview
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Total Quality Management
(TQM)
2009-11 PGDM Term 5
Elective CourseCredits: 3
Faculty: Dr. R. Jagadeesh
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Introductionfaculty, students, courseoutline, policy and other details
Books and other resources
Survey on awareness about quality
Formation of student groups What happens if there is no quality?
Product recalls
Video clip on Quality Management
Introduction to TQM Introducing LAQTAAQ
Big Q and small q
In this session
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Total Quality Management
Introduction
faculty, students, course outline,
policy and other details
(Please refer to Reading Material
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Books and other resources
Huge amount of resources on the netArticles, News Letters, Books, Video
clips, Case studies,..
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Dale H. Besterfield, Carol
Besterfield-michna and Glen H.
Besterfield. Total QualityManagement, Pearson
Education, 3rd Edition, 2008
Donna C. S. Summers. Quality
Management : Creating and
Sustaining Organizational
Effectiveness / Pearson
Education, New Delhi, 2005.
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Howard S. Gitlow, Rosa
Oppenheim, Alan Oppenheim,
David Levine. QualityManagement. Tata MCGraw
Hill, New Delhi, 3rd Edition,
2009.
James R. Evans and William M.
Lindsay. The Management and
Control of Quality, Thompson
South-western, 6th Edition,
2006.
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Survey on your
awarenessabout quality
How well are youinformed about Quality?
Please answer thequestions and let us
know!
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Formation of student groups
1. Please pick one paper slip2. Note down the number(This is your group number)
3. Write your name4. Return the slip
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A better
understanding of
quality is
possible by first
asking what
happens if thereis no quality.
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Toyota is recalling close to one-million
Scion and Corolla vehicles. If these
vehicles are driven in extremely coldconditions there is a possibility that the
moisture on the positive crankcase
ventilation (PCV) port may condense and
seep into the brake system vacuum port,
where it could freeze and cause partial
braking failure.
If there is No Quality?
August 2009
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If there is No Quality?
August 5, 2009La Siesta Yayita Baby Hammocks
are being recalled by Kaplan
Early Learning Company, ofLewisville, North Carolina.
The recalled baby hammock can flip over,posing a serious fall hazard and strangulation
hazard to infants who become entrapped in
the seats restraint straps while upside down.
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July 2, 2009iPhone users around the world are
complaining about buying hot iPhones,
Some iPhones are having the same type
of overheating battery problems
prevalent in other small computer
batteries which have been recalled over
the last few years
If there is No Quality?
http://www.usrecallnews.com/index.php?s=computer+batteryhttp://www.usrecallnews.com/index.php?s=computer+batteryhttp://www.usrecallnews.com/index.php?s=computer+batteryhttp://www.usrecallnews.com/index.php?s=computer+battery7/30/2019 Session 1 TQM Overview
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May 2, 2009
Hydroxycut Recall Alert:
The FDA is warning
consumers to stop usingHydroxycut health
supplements due to an
association with serious
liver damage.
If there is No Quality?
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More reports of erratic behavior and suicide have
been associated with the use of Chantix, a drug
that was designed to help people stop smoking andwas approved by the Food and Drug Administration
just under two years ago. In November 2007, the
FDA issued a statement that they are reviewing the
possible Chantix suicide side effects and that therehave been over 100 reports received of suicidal
thoughts and severe behavioral changes within just
a few weeks of taking the drug.
If there is No Quality?
http://www.usrecallnews.com/2007/11/chantix-varenicline-and-suicidal.htmlhttp://www.usrecallnews.com/2007/11/chantix-varenicline-and-suicidal.html7/30/2019 Session 1 TQM Overview
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Maruti recalls 500 Zens on faulty engine
assembliesTIMES NEWS NETWORK - FRIDAY,
AUGUST 12, 2005 NEW DELHI:
In whats billed as the first major
recall in the carindustrys bigvolume B-segment, market leader
Maruti is calling back roughly 500
Zens. The company said these cars
engine assemblies have been
diagnosed with coolant leakage.
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When contacted, a Maruti spokesperson
said: Although Maruti has not received a
single customer complaint on this issue,
we are moving proactively to rectify the
problem. We have identified a batch of
500 cars that may be impacted, out of
which only a few may have the problem.
But out of abundant caution, we are
changing the concerned component in all
these 500 customer cars. The affected cars
may have been bought during June andJuly 05, and all customers are being
informed individually through dealers.
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Hyundai Motor India had
replaced the grill of its Elantrabecause the customers reacted
badly to it.
Daimler-Chrysler too hadreplaced faulty brake sensors in
its cars.
Honda Siel recalled more than2,000 Accords sold in India to
replace faulty parts..
If there is No Quality?
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Ford Motor Company recalls onemillion passenger cars (due to
wiper motor defect)
Firestone Tyre Company recalls 3.5million tyres. (defective tyres
leading to 200 deaths)
General Motors Europe recalls
88,000 Corsas (due to battery and
seat adjustment defects)
Mitsubishi Motors recall 400,00
vehicles (due to faulty parts)
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Maruti Udyog Limited
Reports that out of
50,000 vehicles sold
between January and
April 1997, about 1500
cars are fitted with
defective pinion in thesteering assembly.
Decides to recall the
vehicles.
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Maruti Udyog Limited
Notifies 75728 Omni MPFIvehicles as having
improper routing of hose.
Informs the customersthrough advertisement
dated 06 October 2001 to
get their vehicles checked
and repaired.
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If there is No Quality, what are theconsequences?
To the customer
Damages
Injuries Loss of life
Loss of property
Loss of money, time, energy,..
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If there is No Quality, what are theconsequences?
To the manufacturer
Recalls
Legal battles Loss of goodwill
Refunds
Replacements
Reworks Scrap
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When there is No Quality, both
the manufacturer and thecustomer suffer. Others directly
or indirectly associated with the
product/service will also suffer.In general it is a loss to the
society
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Quality in a product or service is notwhat the supplier puts in. It is what the
customer gets out and is willing to payfor. A product is not quality because it ishard to make and costs a lot of money,
as manufacturers typically believe. Thisis incompetence. Customers pay only forwhat is of use to them and gives themvalue. Nothing else constitutes quality.
Peter DruckerAmerican (Austrian-born) management writer(1909 - 2005)
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Video clip on
Quality Management
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In general, thedefinitions can bedivided into:
An internalorientation, fromcompanys perspective.
An externalorientation, from thecustomers perspective.
What is Quality?
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Quality is consistentlymeeting or exceeding the
customers needs and
expectations
A Definition of Quality Used
by Many Companies:
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Total Quality Management
A philosophy that involves everyone in anorganization in a continual effort to improve
quality and achieve customer satisfaction.
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ROAD TO
TOTAL
QUALITY
Clearly defining what Quality is
Developing quality standards
Developing meaningful measurements
of quality
Conducting quality training for the entire
organization
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Quality Policy
Defect Prevention
and NOT
Defect Detection and
Subsequent Correction
DO IT RIGHT THE FIRST TIME,THE NEXT TIME, AND EVERYTIME
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Introducing LAQTAAQ
Learning About Quality Through
Abbreviations, Acronyms, and
Quotations (LAQ TAAQ)
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Learning About Quality Through
Abbreviations, Acronyms, and
Quotations (LAQ TAAQ)Abbreviation
A shortened form of a word or a phrase
AcronymA word formed by the initial letters of
several words
QuotationsA passage or expression cited for a specific
purpose or context, usually attributed to
famous or popular sources or persons
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Fix Or Repair Daily
Fix It Another Time
Quality
comparison?
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Session 1- (LAQ TAAQ)
Together EverybodyAchieves More
We are what we repeatedly do.Excellence, then, is not an act, but habit
- Aristotle
TEAM
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Big Q and small q
Expression that contrasts the differencebetween striving for quality in all of the
firm's products and processes (the big
'Q') and striving for quality in a limited orspecific area (the little 'q').
Read more:
http://www.businessdictionary.com/definition/big-Q-little-q.
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Quality A Long
Journey?