2. The Meaning of Quality
The American Society for Quality Control defines quality as the totality of
features and characteristics of a product or service that bear on its ability to
satisfy stated or implied needs.
3. What Is Total Quality Management(TQM)?
TQM is a approach to improve the effectiveness &flexibility of business as a whole
Total quality management transcends the product quality approach, involves
everyone in the organization, and encompasses its every function: administration,
communications, distribution, manufacturing, marketing, planning, training, etc
Understanding of the changing needs of the internal and external customers, and
stakeholders, and satisfying them in a cost effective manner
5. The TQM Approach
• Find out what the customer wants
• Design a product or service that meets or exceeds customer wants
• Design processes that facilitates doing the job right the first time
• Keep track of results
• Extend these concepts to suppliers
6. Elements of Total quality Management
Decisions based on facts
Knowledge of tools
7. Implementation of TQM
Steps in TQM
1. Policies and objective
2. Methods to achieve
3. Education and Training
4. Implementation of
7. Prevent undesired effects
8. Measure for improvements
5. Observe results
6. Analyse Results
8. Plan, Do, Check, Act cycle for continuous
Performance vs Time
9. Principles of Total Quality Management
The basic principles of TQM are shown in figure
Focus on customer
Strategic and systematic approach
Decision making based on facts
10. Principles of Total quality management
BE CUSTOMER FOCUSED
It requires the company to check
customers' attitudes regularly and
includes the idea of internal customers
as well as external ones.
Consult with employees for
improvemet because they are internal
customers of organization
Process thinking and process handling are
important part of total quality management.
Processes are guiding principles in quality.
Following process centered, it necessary to
have integrated organization system.
STRATEGIC AND SYSTEMATIC APPROACH
A strategic plan must embrace the integration
and quality development.
DECISION MAKING BASED ON FACTS
Decision making within the organization must
be based on facts not assumptions.
A communication strategy must be formulated
in such a rate that it is in line with the mission,
vision and objectives.
By using right measuring tools and innovative
thinking continuous improvement proposals
will be initiated.
14. TQM Tools and Techniques
Reducing Cycle Time
16. Practical approach to TQM
oObtain CEO Commitment
oEducate Upper-Level Management
oCreate Steering Committee
oOutline the Vision Statement, Mission Statement,
o& Guiding Principles
oPrepare a Flow Diagram of Company Processes
oFocus on the Owner/Customer (External) & Surveys
oConsider the Employee as an Internal Owner/customer
oProvide a Quality Training Program
oEstablish Quality Improvement Teams
oImplement Process Improvements
oUse the Tools of TQM
oKnow the Benefits of TQM
18. Cost of TQM
Quality Control Costs Quality Failure Costs
Prevention Costs Internal Failure Costs
Appraisal Costs External Failure Costs
Quality affects all aspects of the organization and has dramatic cost
20. Advantages of TQM
Increases sales and market shares
Reduction in rejections
Successful new product launch
21. Obstacles in Implementation of TQM
Lack of a company-wide definition of quality.
Lack of a formalized strategic plan for change.
Lack of a customer focus.
Poor inter-organizational communication.
Lack of real employee empowerment.
Lack of employee trust in senior management.
View of the quality program as a quick fix.
Drive for short-term financial results.
Politics and turf issues.