Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together. Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts. NO. OF SLIDES = 83 LEARNING OBJECTIVES 1. Explain the Principles of Quality 2. Describe the TQP framework ("House of Quality") 3. Define the Four Key Activities for managing quality 4. Explain the need for a culture change, starting at the top 5. Demonstrate a personal commitment to total quality 6. Explain the TQP implementation infrastructure 7. Describe how to put the systems for TQP into motion 8. Identify ways to sustain TQP activities 9. Understand a manager's role in quality improvement CONTENTS Goals of TQP Understanding the Principles of Quality The TQP Framework Four Key Activities Making a Commitment Planning for TQP - Form a TQP Implementation Team - Create Quality Awareness - Educate Everyone - Prepare for Goal Setting Putting Systems into Motion - Set up Work Process Measurements - Measure Quality (Cost of Quality) - Form Quality Action Teams for Solving Problems - Recognize Participation Keeping it Going - Ensure Activities are Ongoing - Review and Recognize Quality Management Team?s Success Management's Role in TQP Strategies for Success To download this complete presentation, please visit: http://www.oeconsulting.com.sg

1. Total Quality Process
(TQP)
© Operational Excellence Consulting. All rights reserved.

2. Objectives
NOTE: As this is a PREVIEW, only selected
slides are shown. To download the complete
presentation, please visit:
http://www.oeconsulting.com.sg
By the end of this program, you would be able to:
• Explain the Principles of Quality
• Define the Four Key Activities for managing quality
• Explain the need for a culture change, starting at the top
• Demonstrate a personal commitment to total quality
• Describe how to create quality awareness and educate employees
on quality management and improvement
• Describe how to put the systems for TQP into motion, including
measuring quality
• Identify ways to sustain TQP activities
• Understand a manager’s role in quality improvement
© Operational Excellence Consulting. All rights reserved.
2

3. Outline
• Introduction to TQP
• utting Systems into Motion
P
• Goals of TQP
 Set up Work Process
Measurements
• Understanding the Principles
of Quality
 Measure Quality
• Four Key Activities
 Form Quality Action Teams for
Solving Problems
 Recognize Participation
•  aking a Commitment
M
• Keeping Quality Going
 Ensure Activities are Ongoing
• lanning for TQP
P
 Form a TQP Implementation Team
 Review and Recognize Team’s
Success
 Create Quality Awareness
• Management’s Role in TQP​
 Educate Everyone
• TQP Toolkit
 Prepare for Goal Setting
• Strategies for Success
© Operational Excellence Consulting. All rights reserved.
3

4. Purpose of TQP Program
• To learn to improve productivity by improving
quality
© Operational Excellence Consulting. All rights reserved.
4

5. Goals of Productivity
• High-quality products and services
• Bigger market share
• Higher standard of living
© Operational Excellence Consulting. All rights reserved.
5

6. Understanding the Principles of
Quality
• Vision
• Benefits of quality
improvement
• Five Quality Principles
© Operational Excellence Consulting. All rights reserved.
6

7. Vision
Today’s
Culture
Tomorrow’s
Culture
© Operational Excellence Consulting. All rights reserved.
7

8. Eliminating Waste
“Eliminating what is
not wanted or
needed is profitable
in itself.”
~ Philip Crosby
© Operational Excellence Consulting. All rights reserved.
8

9. Benefits of Quality Management
• Higher productivity
• Increased customer satisfaction
• Increased profitability
• Increased market share
• Increased employee involvement
• Lower costs
© Operational Excellence Consulting. All rights reserved.
9

10. Action
Today’s
Culture
• Implementing the Five Quality
Principles facilitate the
achievement of defect-free
products and services
• Having a vision without
action is merely a dream
Tomorrow’s
Culture
© Operational Excellence Consulting. All rights reserved.
10

11. The success of a Quality transformation
starts from process changes
Culture
Attitude
The way we think
Behavior
The way we act
Work Systems
& Processes
The changes we make
© Operational Excellence Consulting. All rights reserved.
11

12. A Mindset Change
“The problems that
exist in the world
cannot be solved by the
level of thinking that
created them.”
- Albert Einstein
© Operational Excellence Consulting. All rights reserved.
12

13. Five Quality Principles
The five quality principles form the basis for
managing and improving quality in a
company:
1. All work is a process
2. Quality means meeting requirements
3. We focus on processes by measuring
4. Our quality standard is 100% right
5. The system for quality is prevention
Source: Adapted from the Four Quality Absolutes by Philip Crosby
© Operational Excellence Consulting. All rights reserved.
13

14. TQP Implementation
• 4 key activities
• Role of management
© Operational Excellence Consulting. All rights reserved.
14

15. 4 Key Activities
1. Make a commitment
2. Plan for Quality management
3. Put Quality systems in motion
4. Keep Quality going
© Operational Excellence Consulting. All rights reserved.
15

16. Make a Commitment
1. Make a Commitment
• Begin the culture change starting at the top
• Three stages of culture change, starting at the
top:
 Conviction
 Commitment
 Conversion
© Operational Excellence Consulting. All rights reserved.
16

17. Plan for Quality Management
2. Plan for Quality Management
2.1 Form a Quality Management Team
2.2 Create awareness
2.3 Educate everyone
2.4 Prepare for goal setting
© Operational Excellence Consulting. All rights reserved.
17

18. Put Systems in Motion
3. Put Quality Systems in Motion
3.1 Set up work process measurements
3.2 Measure quality
3.3 Form quality action teams for solving
problems
3.4 Recognize participation
© Operational Excellence Consulting. All rights reserved.
18

19. Put Systems in Motion
What is COQ?
• Cost of Quality (COQ) is the total cost of
ensuring product and service quality
• Total COQ is the sum total of the Cost of NonConformance (CONC) and the Cost of
Conformance (COC)
CONC
COC
© Operational Excellence Consulting. All rights reserved.
COQ
19

20. Keep Quality Going
4. Keep Quality Going
• Ensure activities are ongoing so as to sustain the
Quality implementation
process
• Review and recognize
Quality Management
Team success
© Operational Excellence Consulting. All rights reserved.
20

21. Keep Quality Going
Management’s Role in Quality
Implementation
• Plan the improvement process
• Communicate the need to change
• Demonstrate personal commitment to process
improvement
 Go to the Gemba
 Visual Management
 Daily Management
 Management Review and Audits
© Operational Excellence Consulting. All rights reserved.
21

22. TQP Toolkit
• Hoshin Kanri
• PDCA problem solving process
• Basic quality improvement tools
• Many Lean methods and tools can also be
applied
© Operational Excellence Consulting. All rights reserved.
22

23. 3 Cornerstones of Quality Improvement
Success
Problem Solving
Project
Management
Change
Management
© Operational Excellence Consulting. All rights reserved.
23

24. Kotter’s Change Management Model
8.
Institutionalize
New
Approaches
7. Consolidate
Improvements
& Produce
More Change
1. Establish a
Sense of
Urgency
Change
Sustainability
Need for
Change
2. Form a
Powerful
Guiding
Coalition
Committed
Leadership
6. Plan for and
Create Short
Term Wins
Change
Behavior
Change
Direction
5. Empower
Others to Act
on the Vision
3. Create a
Vision
4.
Communicate
the Vision
Source: John Kotter
© Operational Excellence Consulting. All rights reserved.
24

25. Managing Change - Team Developmental
Stages for Small Groups
Forming
• Team members
meet each other
• Team members
learn about the
task
• All team members
learn what their
roles will be
Storming
Norming
Performing
• Team members
learn how to work
together
• Team starts to
work and act
together
• Team members
work hard toward
goal
• Team members
learn about other
member’s abilities
• Roles evolve into
helping the team
succeed
• Members are
flexible and help
each other
• Leader focuses
the team
• Team members
are more likely to
express opinions
• Leader’s role is
blurred – everyone
is focused
Source: Adapted from Bruce W. Tuckman
© Operational Excellence Consulting. All rights reserved.
25

26. END OF PREVIEW
To download this complete presentation,
please visit:
www.oeconsulting.com.sg
© Operational Excellence Consulting. All rights reserved.