A brief presentation on the history, evolution and growth of Total Quality Management (TQM)

1. TQM-HISTORY,EVOLUTION & GROWTH

2. WHAT IS TQM?
CONCEPT:
Purpose:To improve customer satisfaction
 International Organization for
Standardization standard ISO 8402:1994
 "A management approach of an organisation
centred 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 organisation and
society.”

3. HISTORY

4. HISTORY OF TOTAL QUALITY
MANAGEMENT
 TQM involves methodology for continually
improving the quality of all processes, it draws
on a knowledge of the principles & practices
of:
• The behavioural sciences
• The analysis of quantitative & non-
quantitative data
• Economics theories
• Process analysis

5. 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
•ArmandV. 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

6. 1968: Kaoru Ishikawa’s synthesis of the philosophy contributed to
Japan’s ascendancy as a quality leader
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
and quality award programs such as the Deming Prize and
the Malcolm Baldridge National Quality Awards specify principles
and processes that compriseTQM.
KAORU
ISHIKAWA
ARMAND F.
W.E. DEMING
JOSEPH
JURAN
PHILIP CROSBY
WALTER
SHEWHART

7. MALCOLM BALDRIGE NATIONAL
QUALITY AWARD
 The Malcolm Baldrige National Quality
Award recognizes U.S. organizations in the
business, health care, education, and nonprofit
sectors for performance excellence.The Baldrige
Award is the only formal recognition of the
performance excellence of both public and private
U.S. organizations given by the President of the
United States.
 The award promotes awareness of performance
excellence as an increasingly important element in
competitiveness. It also promotes the sharing of
successful performance strategies and the
benefits derived from using these strategies.

8. DEMING’S 14 POINTS ON TQM

9. DEMING’S 14 POINTS ON TQM

10. STEPS IN IMPLEMENTING TQM
OBTAIN CEO COMMITMENT
EDUCATE UPPER-LEVEL MGT
CREATE STEERING COMMITTEE
OUTLINETHEVISION STATEMENT, MISSION
STATEMENT & GUIDING PRINCIPLES
PREPAREA FLOW DIAGRAM OF COMPANY
PROCESSES
FOCUSONTHE OWNER/CUSTOMER &
SURVEYS

11. CONSIDERTHE EMPLOYEEAS AN
INTERNALOWNER/CUSTOMER
PROVIDEA QUALITYTRAINING PROGRAM
ESTABLISH QUALITY IMPROVEMENT
TEAMS
IMPLEMENT PROCESS IMPROVEMENTS
USETHETOOLS OFTQM
KNOWTHE BENEFITS OFTQM

12. BENEFITS OF TQM
 IMPROVE QUALITY
 EMPLOYEE PARTICIPATION &
SATISFACTION
 TEAMWORK & WORKING RELATIONSHIPS
 PROFITABILITY & MARKET SHARE
 PRODUCTIVITY
 COMMUNICATION

13. OBSTACLES TO TQM
 LACK OF MANAGEMENT COMMITMENT
 LACK OF EMPLOYEE MOTIVATION
 INABILITYTO CHANGE ORGANISATION
CULTURE
 IMPROPER PLANNING
 LACK OF CONTINUOUSTRAINING &
EDUCATION
 INADEQUATE USE OF EMPOWERMENT &
TEAMWORK

14. TQM TODAY
 Characterized differently by each company
that practices it
 The primary philosophy
 Continuous improvement to exceed the
customer expectations
 Identify and correct issues at the earliest
stage
 Incorporate quality into the final product

15. GROWTH OF TQM
 Japanese industries followed the path &
guidance of Joseph Juran & Edward Deming
forTQM, and by mid-1970s became a world
leader in most industries & consumer product
segments, for eg., Sony in Consumer
Electronics,Toyota & Honda in 4-wheeler
automobile industry, Honda &Yamaha in 2
wheeler industry etc.
 GraduallyTQM spread to most of the world’s
industries in Korea, Europe and USA and it was
accepted as universal mantra for world class
performance and excelling in individual fields
of operations

16. THANK YOU!