1. Total Quality Management
Submitted By:
Esar Ul Kazim
2015-CH-219
Submitted To:
Mr. Muhammad Rashid
University Of Engineering & Technology Lahore City Campus
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2. Contents
o Introduction.
o Concepts of TQM.
o Benefits of TQM.
o Characteristics of TQM.
o Key elements of TQM.
o Advantages.
o Disadvantages.
o Conclusion.
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3. Introduction
o Total - made up of the whole
o Quality - degree of excellence a product or service provides
Management - act, art or manner of planning, controlling,
directing,….
o Therefore, TQM is the art of managing the whole to achieve
excellence
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4. The Concept Of TQM
o Produce quality work the first time.
o Focus on the customer.
o Have a strategic approach to improvement.
o Improve continuously.
o Encourage mutual respect and teamwork.
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5. Various Definitions
o Total quality management (TQM) has been defined as an
integrated organizational effort designed to improve quality at
every level.
o The process to produce a perfect product by a series of
measures require an organized effort by the entire company to
prevent or eliminate errors at every stage in production is
called total quality management.
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6. Characteristics of TQM
o Committed management.
o Adopting and communicating about total quality
management.
o Closer customer relations.
o Closer provider relations.
o Benchmarking.
o Increased training.
o Open organization
o Employee empowerment.
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7. Traditional Approach And TQM
Quality element Previous state TQM
Definition Product-oriented Customer-oriented
Priorities
Second to service and 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
Manager’s role Plan, assign, control, and
enforce
Delegate, coach, facilitate,
and mentor
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8. The Three Aspects Of TQM
Counting
o Tools, techniques, and training in their use for analyzing,
understanding, and solving quality problems
Customers
o Quality for the customer as a driving force and central concern
Culture
o Shared values and beliefs, expressed by leaders, that define
and support quality.
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9. Principles of TQM
o Produce quality work the first time and every time.
o Focus on the customer.
o Have a strategic approach to improvement.
o Improve continuously.
o Encourage mutual respect and teamwork
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10. The Key Elements Of The TQM
o Focus on the customer
o Employee involvement
o Continuous improvement
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11. Focus on The Customer
o It is important to identify the organization’s
customers.
o External customers consume the o organization's
product or service
o Internal customers are employees who receive the
output of other employees.
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12. Employee Involvement
o Since the quality is considered the job of all
employees, employees should be involved
in quality initiatives.
o Front line employees are likely to have the closest contact
with external customers and thus can make the most valuable
contribution to quality.
o Therefore, employees must have the authority to innovate and
improve quality.
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13. Continuous improvement
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14. Continuous improvement
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15. Continuous improvement
o The quest for quality is a never-ending process in which people are
continuously working to improve the performance, speed and number of
features of the product or service.
o Continuous improvement means that small, incremental improvement
that occurs on a regular basis will eventually add up to vast improvement
in quality.
o TQM is the management process used to make continuous
improvements to all functions.
o TQM represents an ongoing, continuous commitment to improvement.
o The foundation of total quality is a management philosophy that supports
meeting customer requirements through continuous improvement
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16. Continuous Process Improvement
o View all work as process – production and business.
o Process – purchasing, design, invoicing, etc.
o Inputs – process – outputs.
o Process improvement – increased customer
satisfaction.
Improvement – 5 ways:
o reduce resources, reduce errors, meet expectations of
downstream customers, make process safer, make
process more satisfying to the person doing
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17. THE TQM SYSTEM
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18. Benefits of TQM
o Improved quality.
o Employee participation.
o Team work.
o Working relationships.
o Customer satisfaction.
o Employee satisfaction.
o Productivity.
o Communication.
o Profitability.
o Market share
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19. Advantages of TQM
o Improves reputation- faults and problems are spotted and
sorted quicker.
o Higher employee morale- workers motivated by extra
responsibility ,team work and involvement indecisions of tqm.
o Lower cost.
o Decrease waste as fewer defective products and no need for
separate.
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20. Disadvantages of TQM
o Initial introduction cost.
o Benefits may not be seen for several years.
o Workers may be resistant to change.
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21. A Model For Organization Management
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22. Models of TQM
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23. Benefits Of Total Quality
Management
o Financial benefits include lower costs, higher returns on sales
and investment, and the ability to charge higher rather than
competitive prices.
o Improved access to global markets, higher customer retention
levels, less
o Time required to develop new innovations, and a reputation
as a quality firm.
o Total quality management (tqm) is one such approach that
seeks to improve quality and
o Performance which will meet or exceed customer
expectations
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24. Conclusion
o TQM encourages participation amongst employees,
managers and organization as whole.
o Using Quality management reduces rework nearly to zero in
an achievable goal .The responsibilities either its professional,
social, legal one that rest with the pharmaceutical
manufacturer for the assurance of quality of product are
tremendous and it can only be achieved by well organized.
o Work culture and complete engagement of the employees at
the work place.
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