TQMSIMPLIFIED

A Practical Approach toTotal Quality Management

James H. Saylor

TQM Myths

TQM is Simple

TQM is about “Product” Quality

TQM is a Program

TQM is Just Another Management Fad

TQM is an End in Itself

TQM/Quality is Dead

Why TQM

� Today’s World

� Looking Toward the Future

� Current Work Environment

WorldClass

Deming PrizeMalcolm Baldrige

Award

No System

Management Practices

Specifications

MIL-IMIL-Q

ISO9000

Total QualityManagement

TQM Results

Raised productivity and quality

Enhanced ownership

Success for the organization

Useful systems

Less cost and waste

Total customer satisfaction

Solved problems

TQM Leads to Success

TQM Considerations

Total

Quality

Management

Total Quality Management

A leadership and management philosophy and guiding principles stressing CONTINUOUS IMPROVEMENT through PEOPLE INVOLVEMENT and QUANTITATIVE METHODS focusing on TOTAL CUSTOMER SATISFACTION.

TQM Simplified

� TQM Essentials

� TQM Process

� TQM Foundation

� TQM Framework

TQM Philosophy

Pursue an organization-wide perspective (systems view)

Have a customer focus

Institute continuous improvement

Lead improvements from within

Orient everyone to drive improvements

Stress optimum life cycle cost

Observe measurements/metrics

Prevent defects, errors, waste and design in product quality

Have suppliers involved in improvement process

Yearn for success

TQM PrinciplesProvide a TQM environment.

Reward and recognize appropriate actions.

Involve everyone and everything.

Nurture supplier partnerships and customer relationships.

Create and maintain a continuous improvement system.

Include quality as an element of design.

Provide training and education constantly.

Lead long-term improvement efforts toward prevention.

Encourage cooperation and teamwork.

Satisfy the customer (both internal and external customers).

TQM Essentials

� Continuous Improvement

� People Involvement

� Quantitative Methods

� Customer Focus

Continuous Improvement

Improve, invent, reengineer

Make continuous improvement an obsession

Provide resources

Recognize the value of people

Orient toward customers

View the long-term, total organization

Encourage relationships

STANDARDIZE

IMPROVE

STANDARDIZE

IMPROVE

IMPROVE

Involvement - Teamwork

Trust

Effective communication, especially listening

Attitude positive “can do”

Motivation to perform and improve

We mentality

Ownership of process with pride

Respect for and consideration of others

Keep focus

Quantitative Methods

Meaningful for expected outcomes

Encourage constant improvement

Attention drawn to critical factors

Set by the people who are closest to making it happen

Use only as appropriate for organizational needs

Recognize the limits

Emphasize consistency

Customer Focus

Can make or break an organization

Unique needs and expectations

Set requirements for quality

Treat customers as special

Orient everyone toward a customer focus

Make getting and keeping customers the target

Encourage “voice” of customer in design

Relate to customers as long-term partners

TQM Process

Customerwantsdesiresneeds

requirementsexpectations

TOTALQUALITY

MANAGEMENT

Customersatisfiedpleaseddelightedwowed

TQM Foundation

INTEGRITY TRUST ETHICS

COMMUNICATION

TQM Framework

VICTORY Report CardLeadership

Vision

Involvement

Continuous Improvement

Training, etc..

Ownership

Yearning for success

Customer Focus

Summary

� TQM provides a strategic advantage for success in any industry

� Stick to the basics that build on a solid foundation that will lead to your specific VICTORY