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1. TQM! Hussain Tariq

2. Objectives Define Total Quality Management Explain the Concept of TQM Terms related to TQM Quality perspectives Quality Levels

3. What is TQM? Total Quality management is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services.

4. Concept of TQM TQM is based on number of ideas. The watchword is continuous improvement. The goal is customer satisfaction. Any activity or processes that does not add value to the customer is considered to be waste. The concept of TQM is satisfaction of customer at each and every stage.

5. Concept of TQM Common phrase for TQM “Doing the things right, first time” The two primary objectives of TQM is Zero defects 100% customer satisfaction Cost of rectifying VS. Cost of Avoiding.

6. Terms Related to TQM What is Quality? Quality is customer satisfaction. Quality is Fitness for Use. The American National Standards Institute (ANSI) and the American Society for Quality (ASQ) define quality as: “The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.”

7. Cont… What is a customer? Anyone who is impacted by the product or process delivered by an organization. External customer: The end user of the product. Other external customers may not be purchasers but may have some connection with the product. Internal customer: Other divisions of the company that receive the processed product.

10. Quality Perspectives Everyone defines Quality based on their own perspective of it. Typical responses about the definition of quality would include: 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

11. Cont…

13. Shewhart’s transcendental definition of quality – “absolute and universally recognizable, a mark of uncompromising standards and high achievement.”Examples of products attributing to this image: Rolex watches, Lexus cars.

16. Individuals have different needs and wants, and hence different quality standardsExample: Nissan offering ‘dud’ models in US markets under the brand name Datson which the US customer didn’t prefer.

19. Engineering specifications are the key! Example: Coca-cola – “quality is about manufacturing a product that people can depend on every time they reach for it.”

22. What processes produce those products and services?

23. What are the key inputs to those processes?

25. How can the requirements be measured?