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TQM Assingment

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PRESENTATION ON“ TOTAL QUALITY MANAGEMENT”

SUBMITTED TO

Dr. Mohammad Ekramol Islam Associate Professor

Course Code: OMB-8501Department of Business Administration (EvMBA)

Bangladesh University of Professional e-mail. [email protected]

SUBMITTED TO

Professor Dr. Abdul Awal khan Dean

Faculty of Business & Industrial Management.Department of Business Administration (EvMBA)

Bangladesh University of Professional

SUBMITTED ByKhaled Bin Arman,

EvMBA 7th, A, ID. 1407081,

e-mail. [email protected]

Open Source Google………..

https://www.google.com/?gws_rd=ssl#q=tqm+mEAning, Time. 5.30pm, Dated: 28.02.2016

TQM stand as….

Total: Made up of the whole.

Quality: Degree of excellence of a product or service provides

Management: Act/Art, Manner of handling, controlling& directing it.

https://www.google.com/, Time. 5.30pm, Dated: 28.02.2016

TQM TIMELINE 1920s: Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry.

1930s:Walter Shewhart developed the methods for statistical analysis and control of quality.

1950s:•W. Edwards Deming taught methods for statistical analysis and control

of quality to Japanese engineers & executives.•Joseph M. Juran taught the concepts of controlling quality and managerial breakthrough.•Armand V. Feigenbaum’s book Total Quality Control was published•Philip B. Crosby’s promotion of zero defects paved the way for quality improvement in many companies

Adapted from The Certified Manager of Quality/Organizational Excellence Handbook, pages 290-291.http://asq.org/learn-about-quality/total-quality-management/overview/tqm-history.html, Time-4.30pm, 29.02.2016

1968: Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s ascendancy as a quality leader

1980-Today:TQM is the name for the philosophy of a broad and systemic approach to managing organizational quality.Quality standards such as the ISO 9000 Series & quality award programs such as the Deming Prize and the Malcolm Baldridge National Quality Awards specify principles and processes that comprise TQM.

KAORU ISHIKAWA

ARMAND F.

W.E. DEMING

JOSEPH JURAN

PHILIP CROSBY

WALTER SHEWHART

Total Quality Management (TQM) A philosophy that involves everyone in an

organization in a continual effort to improve quality and achieve customer satisfaction.

Page-391, Operations Management_Book -Stevenson, William J, 11th Edition89, 127, 129,365, 421, 436 Strategic Management Theory-An Integrated Approach, 8th Edition

The Term Total Quality Management (TQM)refers to a quest for quality in an organization.

CONTINUED……1ST- CONTINUOUS IMPROVEMENT.

2ND- INVOLVEMENT OF EVERYONE INTHE ORGANIZATION.

3RD- GOAL OF CUSTOMER SATISFACTION.

THREE KEY OBJECTIVE

Page-391, Operations Management_Book - Stevenson, William J, 11th Edition.89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach,

8th Edition.

Five Approaches of Defining TQM

1st-what customers wantEx. surveys, focus groups, interviews etc.

2nd-Design a product or service.3rd-Design processes-Known as mistake-proof/Fail-safing.The Japanese term for this is pokayoke.

4th-Keep track of results and Never stop trying to improve.5th-Extend these concepts throughout the supply chain

Internal customer

External customer

From Jeffrey K. Liker, The Toyota Way (New York: McGraw-Hill, 2004).Page-391, Operations Management_Book - Stevenson, William J, 11th Edition

89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach, 8th Edition.

Elements of TQM Basic/Foundation Ethics-Discipline Concerned Integrity–Honesty, Morals, Values, Fairness etc. Trust –Trust is a by-product of integrity and ethical conduct

Continuous Improvement Competitive Benchmarking Employee Empowerment Team Approach Decisions based on facts rather than opinions-Gathers & Analyzes Data Knowledge of Tools Champion Supplier Quality Quality at the Source Suppliers

From Jeffrey K. Liker, The Toyota Way (New York: McGraw-Hill, 2004).Page-391, Operations Management_Book - Stevenson, William J, 11th Edition

89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach, 8th Edition.

Total Quality Management (TQM) Tools

Identification Target Audience

Assessment of Customer Needs

Competition AnalysisMarket AnalysisBrainstorming Ideas Productivity ChangesVarious Statistics

Staff Duties & Work Flow Analysis

Statement of Purpose Financial Analysis Model Creation Business Structure Logistic Analysis

http://totalqualitymanagement.weebly.com/tqm-tools.html

Six Sigma Lean/Six Sigma Pie Charts and Bar Graphs Histograms Run Chart-Follows a process over a specific period of time Brainstorming and Affinity Diagrams Tree Diagram Flowcharts and Modeling Diagrams Scatter Diagram PDCA The Plan-Do-Check-Act style of management

Scale For TQM Measurement

http://totalqualitymanagement.weebly.com/tqm-tools.html

Aspect…. Page-391, Operations Management_Book - Stevenson, William J, 11th Edition.89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach,

8th Edition.

Obstacles/Barrier to Implementing TQM

1. Lack of a companywide definition of quality: Such as working at cross-purposes, addressing

different issues, and using different measures of success.

2. Lack of a strategic plan for change. 3. Lack of a customer focus: dissatisfaction. 4. Poor intra-organizational communication: Frustration, Waste & Confusion ensue.

Continued….

5. Lack of employee empowerment. 6. View of quality as a “quick fix”: Quality needs to

be a long-term, continuing effort. 7. Emphasis on short-term financial results. 8. Inordinate presence of internal politics and “turf ”

issues. 9. Lack of strong motivation. 10. Lack of time to devote to quality initiatives. 11. Lack of leadership.

Page-391, Operations Management_Book - Stevenson, William J, 11th Edition.89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach,

8th Edition.