1.
Total Quality Management
BY:- Prof. Paramjit singh and Sharanjit kaur
ASSISTANT PROFESSOR
KHALSA COLLEFGE OF EDUCATION,RANJIT
AVENUE,AMRITSAR.

2.
9-2
Quality
 Quality is the ability of a product or
service to consistently meet or exceed
customer expectations.

3.
Quality
Quality is “fitness for use”
(Joseph Juran)
Quality is “conformance to requirements”
(Philip B. Crosby)
Quality of a product or services is its ability to satisfy
the needs and expectations of the customer
Quality is a Journey, not a Destination

4.
9-4
Dimensions of Quality
 Performance - main characteristics of the
product/service
 Aesthetics - appearance, feel, smell,
taste
 Special Features - extra characteristics
 Conformance - how well product/service
conforms to customer’s expectations
 Reliability - consistency of performance

5.
9-5
Dimensions of Quality (Cont’d)
 Durability - useful life of the
product/service
 Perceived Quality - indirect evaluation of
quality (e.g. reputation)
 Serviceability - service after sale

6.
Eight Dimensions of Quality
# Quality Dimension Definition
1 Performance Primary operating characteristics of a product.
2 Features Characteristics that supplement basic product performance
features.
3 Reliability Probability of a products success within a specific period of
time.
4 Conformance Degree to which a product’s design & operating characteristics
meet pre-established standards.
5 Durability Measure of product life: Amount of time of use one obtains
from a product before it physically deteriorates.
6 Serviceability Speed, courtesy ease of use, maintenance and service.
7 Aesthetics The look, feel, sound, taste or smell of a product.
8 Perceived quality Relates to the customer’s subjective opinion of the product’s
or company’s reputation.

7.
1.Performance:
• For aLGtelevision set, the quality of thepicture,
sound and longevity of the picturetube.
2.Features:
• Someof its features include: an all new “My
Channels” app, and accessto an expanded variety
of ultra HD
• USBare supplemental to the basic operating
characteristics.

8.
3.Reliability:
• The degree of dependability and trustworthiness of
the benefit of the LGtelevision set for a long period
of time.
• It will work without interruption or breaking down.
4.Conformance:
• LGTV canprecisely meet all the customerneeds

9.
5.Durability:
• The length of time that a LGTVperforms before a
replacement becomes necessary. The durability of
home appliances canrange from 10 to 15years.
6.Serviceability:
• The promptness, courtesy, proficiency and ease in
repair when the LGTVbreaks down and is sent for
repairs.
• Sendrepair requests easily online.

10.
7.Experience :
• the new, smarter features enable its useto be
an easier, simpler, more intuitive than everbefore,
next-generation smart TVplatform.
8.Aesthetics:
• Aesthetic aspect of LGTV it looks smart , good
sounds, clear picture , colors and it is also artistically
attractive.
• An LGTV perceived to me to be high qualityitem.

11.
Performance
Features
Conformance
Dimensions of Quality
Safari should increase speed from 0 to 100km/hr in 15
secs
Mileage : 13.2 kmpl
Convenient for drivers, Power steering, rear Ac vents,
Adjustable seats,central locking, airbags
Car matches manufacturer’s specifications. They
should pass all conformance tests.
There should be no need for repairs
Reliability
All Rights Reserved. Copyright @ 2014 Canopus Business Management Group 1

12.
Experience
Aesthetics
Dimensions of Quality
Service
7
Resistant to water and rust. Long life
Durability
There should be proper after sales
service.
It should be a top rated car
Exterior and interior design
should be better than
industry standard.

13.
© 2005 Wiley 13
Ways of Improving Quality
 Plan-Do-Study-Act Cycle (PDSA)
 Also called the Deming Wheel after
originator
 Circular, never ending problem solving
process
 Seven Tools of Quality Control
 Tools typically taught to problem solving
teams

14.
© 2005 Wiley 14
PDSA Details
 Plan
 Evaluate current process
 Collect procedures, data, identify problems
 Develop an improvement plan, performance
objectives
 Do
 Implement the plan – trial basis
 Study
 Collect data and evaluate against objectives
 Act
 Communicate the results from trial
 If successful, implement new process

15.
© 2005 Wiley 15
PDSA (continued)
 Cycle is repeated
 After act phase, start planning and repeat process

16.
Total Quality Management

17.
Total Quality Management (TQM)
• Total - made up of the whole
• Quality - degree of excellence a product or
service provides
• Management - act, art or manner of
planning, controlling, directing,….
Therefore, TQM is the art of managing the
whole to achieve excellence.

18.
9-18
Total Quality Management
A philosophy that involves everyone in
an organization in a continual effort to
improve quality and achieve customer
satisfaction.
T Q M

19.
What’s the goal of TQM?
“DO THE RIGHT THINGS RIGHT THE
FIRST TIME, EVERY TIME.”

20.
Total Quality Management in
EDUCATION

21.
TQM as a management model, with
its emphasis on leadership, strategy,
teamwork, rigorous analysis and
self-assessment, has a universal
message.
 TQM in education has as its
message the idea that every
student has worth and demands the
best possible chance in life

22.
Differences between education
and businesses
 The institution is not a factory.
 The student is not a "product".
 The education of the student is the
product.
 Successful completion of the product
requires the student to participate as a
worker, co managing the learning
process.

23.
TQM IN EDUCATION
INPUT
(People, material, equipment methods)
TRANSFORMATION PROCESS
(Imparting edu. using input resources)
Output
U.G, P.G, PH.D
RSEOURCE PERSONS
SCHOLARS

24.
PRINCIPLES OF TQM
PRINCIPLE 1- Supplier- Customer Relationship
SUPPLIERS-------TEACHERS/SCHOOL/COLLEGES
CUSTOMER(STUDENTS)
RESULTS
1.Enchanced capabilities
2.Personal growth
3.Quality work

25.
PRINCIPLE -2 CONTINOUS IMPROVEMENT
Administration
Work in collaboration with staff
Customers(students/teacher)
Result
Continuous improvement in students’ strength,
learning styles and intelligence)

26.
• PRINCIPLE -3 RECOGNITION OF ORGANIZATION
• Teacher and students are less to blame for failure
than the system
• Continual improvement in learning process would
replace “teach and test mode” with innovative
methods of learning
• PRINCIPLE -4 LEADERSHIP
• Success of TQM is the responsibility of top
management
• Leadership and team work go hand in hand
• Lack of communication create burden on failure of
TQM

27.
BASIC ELEMENTS OF
TQM

28.
3
INTEGRITY
TRUST
TEAMWORK
LEADERSHIP
COMMUNICATION
ETHICS
TRAINING
RECOGNITION
THE EIGHT
ELEMENTS OF
T. Q. M.

29.
AREA OF WORK IN TQM IN EDUCATION
AREA OF WORK
• PLANNING
Academic calendar, lesson plans, timetable
• ORGANIZATION
Organisation of instructional work, office work, co-curricular activities
• TEACHING
Maxims, ICT, internet, a/v aids
• GUIDANCE
Selection of books, use of library, solving their problems,
parents and higher authorities
• HUMAN REALTIONS
Relations with staff, headmaster, parents, students,
community
• EVALUATION

30.
PROCESS OF CHANGE WITH SALIENT FEATURES
CUSTOMER’S EXPECTATION
PREVENTION OF PROBLEMS
BUILDING COMMITMENT TO QUALITY WORK
OPEN DECISION MAKING PROCESS
DECENTRALIZED MANAGEMENT

31.
A.E. Wiggam