1. TOTAL QUALITY MANAGEMENT
Total -Complete
Quality -Superior, Best, Satisfying need,
Having essential characteristics
Management -Collective body of those who
manage or direct any enterprise or interest
2. TOTAL QUALITY MANAGEMENT
Is an approach
that motivates, supports, and enables quality
management in all activities of the organization, focusing
on the needs and expectations of internal and external
customers.
Gururaj Nigale J.S
3. TOTAL QUALITY MANAGEMENT
Customer
Anyone who is impacted by the product/service or
process delivered by an organization.
Internal customers
is someone within your organization
External customers
are those who do not work for the organisation, which are
buying a product/service to fulfill a need
6. TOTAL QUALITY MANAGEMENT
Customer satisfaction
is a measure of how products/services supplied by an
organisation meet or surpass customer expectation.
TQM
is management approach in achieving long-term success
with a strong focus on customer satisfaction.
TQM
depends on the participation of all members of an
organization to improve processes, products, services,
and their work culture.
7. TOTAL QUALITY MANAGEMENT
Is an approach
that motivates, supports, and enables quality
management in all activities of the organization, focusing
on the needs and expectations of internal and external
customers.
Gururaj Nigale J.S
11. TOTAL QUALITY MANAGEMENT
How quality is achieved ?
Two way to steal the heart
Product features - Quality in design
Performance, Reliability, Durability, Ease of use etc
For service sector - Knowledge, Accuracy, Timeliness,
Friendliness and courtesy etc
Free from deficiencies - Conformance
14. TOTAL QUALITY MANAGEMENT
Quality outlook
Designer - Planning
Structuring needs with technology on date
Defining specification & process
15. TOTAL QUALITY MANAGEMENT
Quality outlook
Producer – Profit / Investment
Conformance to specification
Eliminating waste
Delighting or pleasing customers
“Quality is desirable outcome of a engineering and
manufacturing practice”
Engineering Design, Specification & Process are the
key!
16. TOTAL QUALITY MANAGEMENT
Quality outlook
User – Returns of value spent
fitness for intended use
Individuals have different needs, choices and wants,
hence different quality standards.
Visual appeal & low cost
“ Quality product is as useful, competing and
available at a reasonable price.”
17. TOTAL QUALITY MANAGEMENT
Quality outlook
Typical responses about the definition of quality
Perfection
Consistency
Eliminating waste
Speed of delivery
Compliance with policies and
procedures
Doing it right the first time
Delighting or pleasing
customers
Total customer satisfaction
and service
18. TOTAL QUALITY MANAGEMENT
Quality definitions
Fitness for intent use
Joseph M Juran
Conformance to requirements
Philip B. Crosby
Uniformity around a target value
The loss a product imposes on society after it is shipped
Genichi Taguchi,
19. TOTAL QUALITY MANAGEMENT
Quality definitions
Absolute and universally recognisable mark of
uncompromising standards and high achievement
Dr. Walter Andrew Shewhart
Degree of excellence at an acceptable price & control
variability at acceptable limits
Robert A Broch
20. TOTAL QUALITY MANAGEMENT
Quality definitions
The totality of features and characteristics of a product or
service that bears on its ability to satisfy stated needs
ISO 8402, 2.1:1994
The degree to which a set of inherent characteristics
fulfills requirements
ISO 9000:2000,
21. TOTAL QUALITY MANAGEMENT
To know the future, know the past
History of quality management
Skilled craftsmen
Industrial Revolution
Statistical approaches to quality control
Statistical Quality Control (SQC)
Statistical Process Control (SPC)
Quality Management System (QMS)
Total Quality Management
28. TOTAL QUALITY MANAGEMENT
Deming 14 points
1. Create constancy of purpose for improving products
and services.
2. Adopt the new philosophy.
3. Cease dependence on inspection to achieve quality.
4. End the practice of awarding business on price alone;
instead, minimize total cost by working with a single
supplier.
5. Improve constantly and forever every process for
planning, production and service.
6. Institute training on the job.
29. TOTAL QUALITY MANAGEMENT
Deming 14 points
7. Adopt and institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans, exhortations and targets for the
workforce.
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.
30. TOTAL QUALITY MANAGEMENT
Deming 14 points
13. Institute a vigorous program of education and self-
improvement for everyone.
14. Put everybody in the company to work accomplishing
the transformation.
31. TOTAL QUALITY MANAGEMENT
Joseph Moses Juran
Juran Trilogy
1. Quality planning
2. Quality control
3. Quality improvement
(December 24, 1904 – February 28, 2008)
32. TOTAL QUALITY MANAGEMENT
Joseph Moses Juran
Quality improvement
Methodology
1. Define
2. Measure
3. Analyze
4. Improve
5. Control
DMAIC
(December 24, 1904 – February 28, 2008)
33. TOTAL QUALITY MANAGEMENT
Philip Bayard "Phil" Crosby
Zero Defects program
(approach)
1. Motivation
2. Training
3. Co-operative action
4. Setting targets
5. Measurement of result
6. Recognition of achievers
(June 18, 1926 - August 18, 2001)
34. TOTAL QUALITY MANAGEMENT
Philip Bayard "Phil" Crosby
Zero Defects program
4 I’s principle
1. Identify
2. Instruct
3. Inspect
4. Inspire
(June 18, 1926 - August 18, 2001)
35. TOTAL QUALITY MANAGEMENT
Evolution Of TQM Philosophies
Kaizen - "change for the better"
All line personnel are expected to stop their moving
production line in case of any abnormality and, along with
their supervisor, suggest an improvement to resolve the
abnormality
Toyota Production System is known for kaizen
36. TOTAL QUALITY MANAGEMENT
Evolution Of TQM Philosophies
Lean management
Seven Types of Deadly Waste
1. Overproduction
2. Waiting
3. Transport
4. Extra Processing
5. Inventory
6. Motion
To move and add value is called work
7. Defects
41. TOTAL QUALITY MANAGEMENT
Evolution Of TQM Philosophies
Toyota Production System
Continuous Improvement
Challenge - long-term vision & courage and
creativity to realize dreams
Kaizen - always driving for innovation and
evolution
Genchi Genbutsu - Go to the source to find the
facts to make correct decisions
42. TOTAL QUALITY MANAGEMENT
Evolution Of TQM Philosophies
Toyota Production System
Respect for People
Respect - build mutual trust & take responsibility
Teamwork - share the opportunities & stimulate
personal and professional growth
Maximize individual and team performance
