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    TQM Intro PDF

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    Ohi
    Total Quality Management (TQM) is a management strategy focused on embedding quality in all organizational processes. It requires maintaining high quality standards across all business functions through a focus on customers, employee involvement, and continuous process improvement. TQM evolved from prior quality approaches and pioneers like Deming emphasized long-term planning, preventing defects, and measuring quality to drive quality improvement.

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    TQM Intro PDF

    Uploaded by

    Ohi
    59 views25 pages
    Total Quality Management (TQM) is a management strategy focused on embedding quality in all organizational processes. It requires maintaining high quality standards across all business functions through a focus on customers, employee involvement, and continuous process improvement. TQM evolved from prior quality approaches and pioneers like Deming emphasized long-term planning, preventing defects, and measuring quality to drive quality improvement.

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    Total Quality Management (TQM) is a management strategy focused on embedding quality in all organizational processes. It requires maintaining high quality standards across all business functions through a focus on customers, employee involvement, and continuous process improvement. TQM evolved from prior quality approaches and pioneers like Deming emphasized long-term planning, preventing defects, and measuring quality to drive quality improvement.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    59 views25 pages

    TQM Intro PDF

    Uploaded by

    Ohi
    Total Quality Management (TQM) is a management strategy focused on embedding quality in all organizational processes. It requires maintaining high quality standards across all business functions through a focus on customers, employee involvement, and continuous process improvement. TQM evolved from prior quality approaches and pioneers like Deming emphasized long-term planning, preventing defects, and measuring quality to drive quality improvement.

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    © All Rights Reserved
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    of 25

    Total Quality

    Management

    1
    Introduction

    „ Total – Made up of the whole(or)


    Complete.
    „ Quality – Degree of Excellence a
    product or service provides to the
    customer in present and future.
    „ Management – Act , art, or manner of
    handling , controlling, directing, etc.
    TQM is the art of managing the whole to
    achieve excellence.

    2
    "TQM is a management approach for an organization,
    centered on quality, based on the participation of all its
    members and aiming at long-term success through
    customer satisfaction, and benefits to all members of
    the organization and to society."
    Definition
    TQM is composed of three paradigms:
    Total: Organization wide
    Quality: With its usual Definitions, with all its
    complexities (External Definition)
    Management: The system of managing with steps like
    Plan, Organise, Control, Lead, Staff, etc.
    3
    Definition
    Total Quality Management (TQM) is
    a management strategy aimed at
    embedding awareness of quality in all
    organizational processes.

    4
    Explanation
    TQM requires that the company
    maintain this quality standard in all
    aspects of its business.
    This requires ensuring that things
    are done right the first time and that
    defects and waste are eliminated
    from operations.
    5
    Evolution of quality Era
    Evolution

    TQM

    TQC &CWQC

    TQC

    SQC

    Inspection

    Foreman

    Craftsman
    Years
    1900 1920 1940 1960 1980 1990 2000 6
    Evolution of quality –Means & Focus
    1975 1980 1985 1990 1995 2000

    Productivity Quality TQC/TQM


    Total
    Quality Quality
    Circle

    Quality of
    Employee
    Work life
    Involvement

    Self Directed Self


    Teams Directed/Managed
    Employees
    Teams
    Empowerment

    Operation Customers Innovations 7


    Kano’s Model

    8
    Umbrella Model of TQM

    TEI
    JIT
    Kaizen
    SPC

    Customer
    Quality
    Satisfaction
    Assurance

    Problem- Taguchi Methods


    Solving tools
    9
    Basic Approach
    „ A committed and involved
    management to provide long-term
    top - to - bottom organizational
    support.
    „ An unwavering focus on the
    customer, both internally and
    externally.
    „ Effective involvement and
    utilization of the entire work force.
    10
    Basic Approach
    „ Continuous improvement of the
    business and production process.

    „ Treating supplier as partners.

    „ Establish performance measures


    for the processes.

    11
    New and Old Cultures
    Quality Element TQM

    „ Definition -Product Customer

    „ Priorities -Service &Cost Quality

    „ Decisions- Short Long

    „ Emphasis- Detection Prevention12


    New and Old Cultures
    „ Errors- Operations System
    „ Responsibility- QC Every Body
    „ Problem
    Solving - Managers Teams
    „ Procurement- Price Partners/JIT
    „ Manager’s Role- Plan Delegate
    Assign Coach
    Enforce Mentor

    13
    Real Life

    „ TQM has being implemented in


    TVS Group.

    „ Boeing Aircraft

    „ Reliance

    „ Tata L&T HMT


    „ ITI
    14
    Guru’s of TQM
    „ Walter.A.Shewhart -TQC &PDSA
    „ W.Edwards Deming- 14 Points &
    PDCA
    „ Joseph.M.Juran-Juran’s Trilogy

    „ A.Feiganbaum-Customer
    requirement,CWQC,Employee
    Involvement, TQC.

    15
    Guru’s of TQM
    „ Kaoru Ishikawa-Disciple of Juran &
    Feigenbaum. TQC in Japan, SPC,
    Cause &Effect Diagram,QC.
    „ Philips.B.Crosby. Four Absolutes-
    Quality-Req, Prevention of NC,Zero
    Defects & Measure of NC.
    „ Taguchi.G-Loss Function.

    16
    Definitions
    „ ISO 9000:2000
    Quality is the degree to which a set of
    inherent characteristics fullfils
    requirements.
    „ Quantified

    Q=P/E P-Performance
    E-Expectations
    ƒ Joseph M. Juran Quality is fitness for
    use or purpose

    17
    Definitions
    ƒPhilips B
    Crosby
    Quality is Conformance to requirements

    ƒW.Edwards Deming
    A predictable degree of uniformity and dependability
    at low cost and suited to market

    18
    Dimensions of Quality
    Product- TV
    Performance - Primary Characteristics,such as brightness

    Features –Secondary Characteristics,Remote Control

    Conformance-Meeting Specifications or Standards

    Reliability –Consistency of Performance over time-fail

    Durability- Useful life ,include Repair.


    Service

    19
    Dimensions of Quality
    Durability- Useful life ,include repair.

    Service-Resolution of problems,ease of repair.

    Response- Human relations with Customers.

    Aesthetics-Sensory Features.

    Reputation- Past performance, Company


    Image.
    20
    Quality Cost
    „ Prevention Cost –Planning, Document, Control,
    Training
    „ Appraisal Cost –Inspection & Tests, Installation,
    Calibration, M/c Depreciation, Reports & Rejects.
    „ Internal Failure Cost – Scraps, Repair Rework,
    Design Changes, Defect Failure Analysis, Retests
    & ReInspection, Downgrading, Down Time.
    „ External Failure Cost – Complaints, Goodwill,
    Failures, Services & Replacement, Guarantee &
    Warranty, Compensation, Recall, Loss of Sales,
    Seconds Sales.
    21
    Economics of Quality of Conformance
    Total Cost Prevention & Appraisal Cost

    Optimum Total Cost

    Internal & External Failure Cost

    22
    Obstacles
    Top management commitment

    Changing Organization Culture

    Improper planning

    Continuous Training & Education

    23
    Obstacles
    Organization Structure & Departments

    Data’s & Facts For Effective Decisions

    Internal & External Customers-


    Dissatisfaction

    Empowerment & Teamwork

    Continuous Improvement
    24
    Benefits
    Improved Quality

    Employee Participation

    Team Work

    Internal & External Customer Satisfaction

    Productivity ,Communication

    Profitability & Market Share


    25

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