This TQM sample 22 slides is only part from the original 40 slides.

1. Gemba kaizen Email Consultancy 1 TQM By Ismail Clement http://gembakaizenemailconsultancy.weebly.com/

2. Gemba kaizen Email Consultancy 2 AGENDA Definition of Quality Evolution of Quality Basic Concept of Quality Dimension of Quality Management Characteristics of Quality Services and Products Quality People

3. Gemba kaizen Email Consultancy 3 AGENDA Quality Process Why Business Organization Requires TQM Cost Of Quality Definition of TQM Scope of TQM Purposes of TQM Focus of TQM

4. Gemba kaizen Email Consultancy 4 AGENDA TQM Strategies TQM Implementation Responsbilities Characteristic of TQM Organization Principles Supporting TQM Management Commitment Strategic Quality Planning Customer Focus Training and Recognition

5. Gemba kaizen Email Consultancy 5 AGENDA Teamwork Performance Management Quality Assurance Benefits of TQM

6. Gemba kaizen Email Consultancy 6 Total Quality Management Training The Route to improving performance Conducted By: Ismail Clement

8. Understanding the concept of TQM

9. Understanding the principles of TQM

10. Implementing TQM

12. Gemba kaizen Email Consultancy 10 MODERN DEFINITION…….. “ Customer Satisfaction” “ Right the first time and all time” “ Zero defect ” “ Producing the BEST in class”

13. Gemba kaizen Email Consultancy 11 Evolution of Quality Quality Inspection Quality Control Building Quality Quality Management QA/ QC TQC/ TQM

14. Gemba kaizen Email Consultancy 12 BASIC CONCEPT OF QUALITY WHY? “ Customer satisfaction and profit “ WHAT? “ Customer needs and wants “ WHO? “ All employees “

15. Gemba kaizen Email Consultancy 13 WHEN? “ All the time” WHERE? “ All the place” HOW? “ Preventing failure and doing continuous improvement”

17. Quality Process

19. Friendliness

20. Timeliness

21. Durability

22. Reliability

23. Aesthetics

24. Functionality

26. Pursuing common objectives

27. Self improvement

28. Work improvement

29. Teamwork

30. Skill and knowledge improvement

31. Positive thinking

33. Process improvement

34. Procedures

35. Work instruction

36. Process stability

37. Process capacity

39. Cost of quality

40. Customer satisfaction

41. Continuous improvement

42. Prevention

44. Quality Audits

45. Inspection

47. Rework/ rectification

48. Re-inspection

49. Downgrading

51. Warranty claim

52. Complaints

53. Returns

54. Liability