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Session X
“Total Quality Management”
Total Quality Management
(TQM)
Objectives TQM components
1. Improve the performance of the organization
2. Identify means of continuous organization improvements
3. Support the organizations in its efforts to obtain the ISO 9001-2008
4. Support the organization in implementing total quality management systems
5. Follow up the overall organization performance
Development of the Concept of Quality
The concept of quality developed over the past years
from a concept that describes the quality of the
product to a concept highlighting the quality of
operations and finally to a term that includes all
matters related to quality in general.
The Historical Development of (TQM)
1975 1980 1985 1990 1995 2000
Process Customers Innovation
Quality of
Working
Environment
Quality
Circles
Productivity
Employee
involvement
Quality
Control
Employee
Empowerment
Quality
Assurance
Self-direction
Teams
TQM
Self-
management
Teams
Total Quality Management
• TQM is the correct work performance which takes the feedback of the beneficiary into account to assess the level of improved performance
• TQM is a form of collaborative business performance depending on the joint capacity of both management and employees with a view to continuous improvement in quality and productivity through organization teams
• Continued development of quality, productivity and efficiency
• Strong and sustained focus on meeting and satisfying customer needs through the continuous development of final operational results to correspond to the needs of the client/customer
Total Quality Management
• ManagementDevelop and maintain the organization's potential to improve the quality
on a continuous basis
• QualitySatisfying customer needs
• TotalQuality in all its facets starting from the identification of customer needs
and ending with assessing whether the customer is satisfied or
dissatisfied with the services or products provided to him
TQM and ISO 9001
• ISO assures quality of operations and quality of the processes involved in the provision of services to clients
• Total Quality Management works to assure quality for all organization elements to achieve the highest degree of satisfaction for services provided to customers
TQM and ISO 9001
ISO9001
TQM
Organization
Input
Mission
Output
Management
Culture
Personnel
Systems
Process
Factors
Actors
Support
Rule
s
Regula
tions
Restr
ictions
Polic
ies
Positiv
e I
nfluence
Structure
The Quality of Outcomes
The quality of outcomes refers to the results
achieved by an organisation
Generally, criteria for determining the quality of
outcomes include:
• Are objectives being met?
• Do results show a positive trend over time?
• Are results better or at least as good as those of competitors or
comparable companies?
• Do results give impulses for (continuous) improvement?
The Quality of Outcomes
• Though we generally focus on product and / or service quality,
they can usually only be achieved if process and structural
quality are given. The quality of outcomes is achieved, if all of
the other types of quality are also achieved.
• This is a basic idea of quality management – but it is
implemented by applying a systematic approach described by
the cycle of Plan-Do-Check-Act
TQM and Plan-Do-Check-Act
Do
CheckAct
Plan
The Process Model of ISO 9001
Management
Responsibility
Resource
Management
Measurement, Analysis, and Improvement
Product RealizationInputProduct /Service
Output
Continual Improvement of the
Quality Management System
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EFQM Excellence Model
Committment of Leadership to the TQM process, results and continual
improvement
Demonstrated through:
Communicating the importance of meeting customer requirements as
well as all statutory and regulatory requirements
Establishing a Quality Policy
Ensuring that Quality Objectives are established
Conducting Management Reviews regarding the effectiveness and
improvement of TQM for the organisation
Ensuring the availability of resources for TQM, including
• Financial resources where appropriate
• Training and development of the organisation‘s people for TQM
General Principles of TQM – Committment
of Leadership
Business and Customers
Customers and their requirements
• Who are your customers?
• What are their requirements –
now?
• What are their requirements – in
the future?
• Will these customers also be
your customers in the future?
• How do you determine the
satisfaction of your different
customer groups?
Your Business
• What are the main
business activities?
• What are the main
requirements for
providing new services
and products?
• How do you
define/describe new
services and activities?
TQM Implementation Constraints
• Lack of commitment on the managers’ side
• Anti-change forces inside the organization
• Insufficient planning
• Necessity for continuous training sessions
TQM benefits
• Productivity improvement
• Participation of employees
• Teamwork
• Satisfaction of internal and external clients
• Profit maximization
• Market share growth
The Principles of Total Quality Management
• Customer Focus
• Leadership
• Involvement of People
• Process Approach
• System Approach to Management
• Continual Improvement
• Factual Approach to Decision Making
• Mutually Beneficial Supplier Relationships
Customer Focus
Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
Leadership
Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization‘s objectives.
Involvement of People
People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization‘s benefit.
Process Approach
A desired result is achieved more efficiently when activities and related resources are managed as a process
System Approach Management
Identifying, understanding and managing interrelated processes in a system contributes to the organization‘s effectiveness and efficiency in achieving its objectives.
Continual Improvement
Continual improvement of the organization‘s overall performance should be a permanent objective of the organization.
Factual Approach to Decision Making
Effective decisions are based on the analysis of data and information
Mutually Beneficial Supplier Relationships
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
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