CTO Professor Oliveth Gaborno

1. Total Quality
Management

2. Total
Quality
Management

3. Total Quality Management
Defined as both
philosophy and a set of
principles that directs
the foundation of a
continuously improving
business organization

4. Basic Concepts of TQM (B. Creech)
1. A committed and involved
management to provide long –term top
–to-bottom organizational support
2. An unwavering focus on the
customer , both internally and
externally
3. Effective involvement and utilization
of the entire work force

5. 4. Continuous improvement of
the business and production
process
5. Treating suppliers as
partners
6. Establish performance
measures for the processes

6. Concept outline an excellent way
to operate business organization
1. A management must
participate in the quality
program
 Quality Council- develop a clear vision ,long term goals and direct program
 Managers- must participate in quality improvement teams and also act as adviser to other
team

7.  2. The key to effective program
must be directed to customers
satisfaction
“Voice of the Consumers”
“Do it right the first time and
everytime”

8. 3. TQM an organizational
challenge that is everyone’s
responsibility.
“changing behavior is the goal”

9. 4. There must be continuous
improvement of all business
and production processes.
 Quality improvement projects
 On time delivery
 Order entry efficiency
 Billing error rate
 Customer satisfaction
 Scrap reduction
 Supplier management

10.  5. A partnering relationship rather
than adversarial one must be
developed
 The focus should be on quality and life cycle costs rather than price

11.  6. Performance measures such as
uptime ,percent non conforming ,
absenteeism and customer
satisfaction should be determined
for each functional area
 Quantitative data –necessary to measure the continuous quality improvement
output

12. Quality Element Old culture New Culture (TQM)
Definition Product- Oriented Customer -Oriented
Priorities Second to service cost First among equals of
service and cost
Decisions Short term Long term
Emphasis Detection Prevention
Errors Operations System
Responsibility Quality control Everyone
Problem solving Managers Teams
Procurement Price Life –Cycle Cost
Managers role Plan assign control and
enforce
Delegate ,advice facilitate
and mentor

13. Meaning of quality
Excellent product or service
that satisfies or exceed our
expectation
 Q=P/E
 Where : Q= quality
P= performance
E =expectations

14. The dimensions of quality
Dimensions Meaning and example
Performance Primary product characteristics
(brightness of the picture)
Features Secondary characteristics, added
features( remote control)
Dimensions Meeting specifications or industry
standards workmanship
Reliability Consistency of performance overtime
(average time for the unit to fail)
Durability Useful life (repair)
Services Resolution of problems and complaints
(ease of repair)
Response Human to human interface
(such as courtesy of dealer)
Aesthetics Sensory characteristics (exterior
finish)

15. The Deming Philosophy
1. Create and publish the
aims and purposes of the
organization
2. Learn the new philosophy
3.Understand the purpose of
inspection

16. 4. Stop awarding business based
on price alone
5. improve constantly and forever
the system
6. Institute training
7. Teach and institute leadership

17. 8. Drive out fear ,create trust
and create a climate for
innovation
9.Break down barriers between
staff areas.
10.Eliminate slogans,
exhortations and targets for the
workforce.

18. 11.Eliminate numerical quotas
for the workforce and numerical
goals for management.
12.Remove barriers that rob
people of pride of
workmanship, and eliminate the
annual rating or merit system.

19. 13.Institute a vigorous program
of education and self-
improvement for everyone.
14.Put everybody in the
company to work accomplishing
the transformation

20. Concept and
Definitions of
Leadership

21. D.H. Besterfield
People paradoxically need security
and independence
People are sensitive to external
rewards and punishments and
strongly self motivated
People are like to hear kind of word
of praise

22. People can process only a few facts
at a time ,leaders need to keep
things simple
People thrust their gut reaction
more than statistical data
People distrust a leaders rhetoric if
the words are inconsistent with
leaders action or deeds

23. Leadership

24. Leadership defined as:
L- Loyalty to God, country and people
E- Enthusiasm and Effort to help and
secure other
A- Advocacy ,action and
accomplishment
D- dediocation ,discipline ,dignity
decency,devotion
E- excellence ,exemplary works for
others to follow and emulate

25.  R- reliability , responsibility, respect for
the law and rights of others and
reconciliation of peace and unity
 S- Sincerity ,service self sacrifice ,social
justice, to make life better for mankind
 H- Humility ,honesty, honor ,helpfulness
and hard work for accomplishment and
fulfillment
 I- Integrity, interest ,initiative ,ideolism
 P- Patience ,perseverance ,peace
,progress and prosperity to mankind

26. The Role of Management
 Chief Executive Officer-
 provide leadership to achieve results
 should participate in implementation process
 Participate in the quality council and perform all the
duties
 Management by Wandering Around (MBWA)
 Must talk to the people or stakeholders
 Able to know what is happening with particular supplier
or project
 It will substantially reduce paperwork

27. managers
 Must be informed on the topic of quality
improvement by reading books and articles
,attending seminars and taking to other TQM
leader
 Must find to celebrate the success of their
business organizations quality efforts by personally
participating in award and recognition programs
 Must be visibly and actively engaged in the quality
effort by serving on teams,advising team and
teaching seminars
 Listening to internal and external customers and
suppliers through visits, focus groups and surveys
 Communication ,to create awareness of the
importance of TQM

28. Some of internal communication techniques
 Newsletters and other publications
 Posters
 TQM bulletin board
 Emergency department information
meetings
 Memoranda
 General meetings

29. Quality Council of TQM
 Develop with input from all personnel ,the core values ,vision
statement and quality policy statement
 Develop the strategic long term plan with goals and annual quality
improvement program with objectives
 Crete the total education and training and development plan
 Determine and continually monitor the cost of poor quality
 Determine the performance measures for the business organization
,approve for the functional areas and monitor them
 Continually determine those project and departmental or work group
teams and monitor their progress
 Establish multifunctional project and departmental or work group
teams and monitor their progress
 Establish or revise the recognition and reward system to account for
the new way of doing business

30. Once the TQM program is well organized ,a typical
meeting agenda may be followed:
Progress report on team
Customer satisfaction report
Progress on meeting goals
New project teams
Recognition dinner
Benchmarking report

31. Core values of TQM
 Customer –Driven Quality
 Leadership
 Continuous Improvement
 The approach of improvement needs to be
included in the way the organizational function,
being included means ….
 Improvement is a part of the daily work of all work units
 Improvement processes seek to eliminate problems at
their source
 Improvement is driven by opportunities to do better as
well as by problems that must be corrected

32. Opportunities for improvement have
4 major sources
1. employees ideas
2. research and development
3. Customer input
4. benchmarking of their comparative
information on processes and
performance

33. Types of Improvements:
 1. Enhancing value to customers through new and
improved products and services
 2.Reducing errors ,defects and waste
 3. Improving responsiveness and cycle time
performance
 4 .Improving productivity and effectiveness in the use
of all resources
 5. Improving the organizations performance and
leadership position in fulfilling its public
responsibilities and serving as a role model in
corporate citizenship

34.  Employee participation and
development
 Fast response
 Design quality and prevention
 Long range outlook management by
fact
 Partnership development
 Corporate responsibility and
citizenship