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Total Quality Management

The document provides an overview of Total Quality Management (TQM), including definitions, key principles, concepts and techniques. It discusses factors driving TQM, perspectives from quality gurus like Deming and Juran, and models for implementing TQM like the McKinsey and seven step models.

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Vishal Meena
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28 views

Total Quality Management

The document provides an overview of Total Quality Management (TQM), including definitions, key principles, concepts and techniques. It discusses factors driving TQM, perspectives from quality gurus like Deming and Juran, and models for implementing TQM like the McKinsey and seven step models.

Uploaded by

Vishal Meena
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Total Quality Management

Key Factors
 Globalization of markets.
 Advances in IT.
 Growth of trans- national business.
 Establishment of WTO.
 Interpenetration of Economics.
 European single market.
- Intensified competition.
- Improving competitiveness
Total Quality Management(TQM)
Definitions
TQM can be seen as a process, used to manage the
change in environment that will ensure that company
reaches the goal of TCI

Total - involves everybody in the organization


Continuous- for ever
Improvement- elimination of waste
- reduction of variations
- innovation

Contd…
Total Quality Management(TQM)
Definitions

TQM is a management approach of an


organization, centered on the participation
of all its members and aiming at long term
success through customer satisfaction and
benefits to the members of organization
and society
ISO 8402/IS 13999
Contd…
Total Quality Management(TQM)
Definitions
TQM is an approach for continuously improving the
quality of goods/ services delivered through the
participation of all levels & functions of organization .
JOHN PIGGOTT
TQM is an integrated organization approach in
delighting customers (internal & external) by meeting
their expectations on a continuous basis through
everyone involved on a continuous basis for
improvement in all product/ processes along with
proper problem solving methodology.
Dr.M. ZAIRI
 TQM is an organization- wide quality focused
culture. It is a journey to achieve excellence in all
aspects of the organization's activity.It involves all
members of the organization at all levels of
operation.
 TQM is a management philosophy rather than a
quality- technology. Ironically, TQM began in
Japan based on the quality philosophy of
Dr. W. Edwards Deming.
 The major phases of TQM are:
Statistical-quality-control,
Total-quality-control
Total–quality-management
TQM PRINCIPLES
 Customer orientation.
 Management-by-Fact.
 Employee involvement.
 Continuous improvement.
Quality: Misconceptions

1. BETTER QUALITY REQUIRES HIGHER COST.


2. QUALITY IS INNATELY PERCEIVED AS
SEPARATING GOOD FROM BAD.
3. INCREASED QUALITY CAN BE ACHIEVED
THROUGH INVESTMENT IN TECHNOLOGY.
4. QUALITY IS CONFINED TO THE PRODUCT AND
THEREFORE MANUFACTURING PROCESS.
5. QUALITY IS RESPONSIBILITY OF QUALITY
MANAGER AND HIS DEPARTMENT.
Quality concepts

 Continuous improvement
Quality  Customer orientation
 Employee involvement
Management
 Management by facts
concepts  Process control
 Transparency

Contd…
Quality concepts
 Award systems
Quality  Benchmarking
 Co-marking
Management  Complaints handling
 Customer surveys
Instruments  Empowerment
 Just in time management
And  Quality circles
 Quality awards
Organizational  Quality audits
 Quality function deployment
 Quality policy deployment
Arrangements  Reward systems
 Top management commitment Contd…
Quality concepts

 Design of Experiments
Quality  Reliability Techniques
 The 7- Management
Management
and Planning Tools
techniques  The 7-SPC Tools
Total
Quality
Require-
ments

Customer orientation Customer Orientation

Human resource Participa- Develop- motivation


excellence tion ment

Product/ process
leadership Products/ Processes/ Information Suppliers
Services procedures
Management
leadership
Culture Planning Communication Accountability

CONDITIONS OF EXCELLENCE
THE McKINSEY TQM
MODEL

TOTAL QUALITY

DESIGN PROCESS COMPANY


PROCESS QUALITY QUALITY

PRODUCT PROCESS SERVICE LOGISTICS


QUALITY CAPABILITY QUALITY QUALITY
FIVE GURU’S
-Process orientation
-Use of statistics
Deming -Drive out fear
-Reduction of variation

-Management involvement
-Quality planning
Juran -Quality control
-Quality improvement

-Total quality system


Feigenbaum - Design quality In
-Customer orientation

-Use of statistics
Ishikawa -Quality circles
-Involvement of employees

-Zero defects
Crosby -Cost of quality
-Hidden factory
-Slogans
MAINTAIN AT ALL TIMES TURN EMPLOYEES FROM SKILL
FOCUSES ON OBJECTIVE: HOLDERS TO DISEMINATORS
TO SATISFY CUSTOMERS CREATE LEARNING,
BETTER THAN ENABLING MANAGERS WHO
COMPETTIORS DO DEVELOP, NOT FILTER PEOPLE

EMPHASIS PROCEESS
COMPENSATE FOR WEAKNESS
INHERENT IN CULTURE
MORE THAN PRODUCT

USE FACILITATION
GET PEOPLE TO
MEDIATE STRUCTURE TO
PERFORM MUNDANE
BRING IN CHANGE
ACTIVITIES WITH FULL
QUALITY FOCUS
BENCHMARK AGAINST BEST
OF BREED COMPANIES &
COPY THEIR BEST PRACTICES USE TECHONOLGY
EFFICIENTLY

MEASURE KEY PARAMETERS


USE SCIENTIFIC METHODS
OF ALL ACTIVITIES
NOT OPINION OR GUT FEEL

DEPLOY THE WORKFORCE BUILD IN CONTINOUS


LEARNING & IMPROVEMENT
PROCESSES
USE SINCERITY AND TRUST
AS BASIS FOR ALL
DEALINGS SAYINGS DOING GET WORK-FORCE TO
MANAGE ITSELF

USE CUSTOMER AND


USE CROSS FUNCTIONAL TEAMS
COMPETITORS TO
DRIVE ALL DECISIONS
The best way to implement
TQM?
Different approaches are Possible.:-
Soft - hard
Rhetoric - Concrete actions
Total organization - Pilot project
General - Specific
Bottom up - Top down

In practice interaction between the different


approaches is needed
Seven Steps of TQM
 Select a theme.
 Grasp the present system.
 Analyze the present situation.
 Set countermeasures into motion.
 Determine the effectiveness of the counter-
measures.
 Use a standard operating procedures.
 Plan for future action.
THE SEVEN STEP TQM MODEL

STEP-1: MANAGEMENT

ESTABLISH A TQM ENVIRONMENT

VISION/MISSION
COMMITMENT
EMPLOYEE INVOLVEMENT
CUSTOMER FOCUS
SUPPORT SYSTEM
DISCIPLINED METHODOLOGY
KNOWLEDGE AND SKILLS

STEP-2: MISSION

ESTABLISH SUPPLIER / CUSTOMER/MANAGEMENT: MISSION,


NEEDS, AND REQUIREMENTS

STEP – 3: PROCESSES

ESTABLISH PROCESS:
REQUIREMENTS, DEALS, PRIORITIES

STEP 7: REVIEW REVISION


STEP – 4: PROJECTS REPEAT CONTINUOUS IMPROVEMENT
CYCLE
CHECK/ ENSURE PROJECTS:
IMPLEMENTATION, MEASUREMENT, ASSESSMENT,
PERFORMANCE

STEP 5: CONTINUOUS IMPROVEMENT

ESTABLISH: IMPROVEMENT OPPORTUNITIES, STRATEGIC


INITIATIVES

STEP 6: EVALUATION

ESTABLISH: AUDIT/ EVALUATION PROCEDURES


THANKS!!!

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