This document defines controlling, quality, total quality management (TQM), and discusses the key aspects of an effective control system and the main ideas of TQM. It defines controlling as assuring actual activities conform to plans, monitoring performance, and taking corrective action. There are three types of control: pre-action, steering, and screening control. An effective control system is accurate, timely, objective, flexible, and utilizes corrective action. Quality is meeting or exceeding customer expectations. TQM is a commitment to continuous improvement through teamwork and a customer-focused approach. The five pillars of TQM are also discussed.

1. CHAPTER 5 & 6 :
CONTROLLING & QUALITY

2. DEFINITION OF CONTROLLING
 The process to assure that actual activities
conform to planned activities (STONER)
 The process of monitoring performance &
taking action to ensure desired results
(SCHERMERHORN)
 Monitoring the performance of the
organization, identifying deviations between
planned & actual results, & taking corrective
action when necessary

3. THE CONTROL PROCESS

4. TYPES OF CONTROL
Types of control details
Pre action control (feed-
foward control)
•Initiated before the start of production /
service activity
•Purpose : to anticipate potential
problems & prevent them from
occurring
Steering control
(concurrent control)
•Focus on what occurs during the work
processor the transformation process
•Goal : to spot problems & take
corrective action before final results are
achieved
Screening control (Yes of
No control)
•Specify check points that must be
successfully passed before an activity
proceeds futher
Post-action control •Known as corrective action
•Controlling takes place after an action

5. CHARACTERISTICS OF AN EFFECTIVE CONTROL
SYSTEM
 Accurate (information)
 Timely
 Objective – understandable & measureable
 Flexibility
 Acceptable by organizational members
 Utilize all steps of the control process
 Corrective action

6. DEFINITION OF QUALITY
 Performance to the standard expected by the
customer (FRED SMITH)
 Meeting the customer’s needs the first time
and every time (GSA)
 Providing our customers with products &
services that consistently meet their needs &
expectations (BOEING)

7. DEFINITION OF TQM
 A commitment to excellence by everyone in
an organization that emphasizes excellence
achieved by teamwork & a process of
continuous improvement (MONDY)
 Total : everyone associated with
the company is
involved in
continuous improvement
 Quality : customers’ expressed &
implied requirements are
met fully

8. THE DIFFERENCE BETWEEN TQM &
TRADITIONAL MANAGEMENT PRACTICE
TQM Traditional
management
•Customer focus •Management focus
•Quality first •Profit first

9.  Philip B. Crosby
“ Quality is free because the small costs of
prevention will always be lower than the costs of
detection, correction & failure.”
 Kaoru Ishikawa
He is recognized for contributing to the emergence
of quality circles, where workers meet to discuss
suggestions for improvements.

10. THE MAIN IDEAS (TQM)
 A system approach
 The tools of TQM
 A focus on customers
 The role of management
 Employee participation

11. 5 PILLARS OF TQM