An Introduction to TQM

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    TOTAL QUALITYTOTAL QUALITY

    . , Dimitrios C.Monogios

    BSc Statistical & Actuarial Sciences, International MBA

    ..,BSc-IMBA, 2006/R2 TQM, S-1

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    Christopher Columbus School of Management? (1451Christopher Columbus School of Management? (1451--1506)1506)Christopher Columbus School of Management? (1451Christopher Columbus School of Management? (1451--1506)1506)

    11

    When he left his port,When he left his port,

    e no now w eree no now w ere

    he was going to,he was going to,

    did not know where hedid not know where he

    was,was, When he returned, heWhen he returned, he

    did not know where hedid not know where he

    had come from.had come from.

    (Management Today,1998:14(4), May)(Management Today,1998:14(4), May)

    ..,BSc-IMBA, 2006/R2 TQM, S-7

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    Christopher Columbus School of Management?Christopher Columbus School of Management?

    .... (2/2) .... (2/2)Christopher Columbus School of Management?Christopher Columbus School of Management?

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    1.1. & & statusstatus ? ?

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    ??3.3. & &

    ??4.4.

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    5.5.

    6.6. -- ? ?7.7. --

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    Motorola UniversityMotorola University--11

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    Juran : . .

    ?(Juran s Trilogy : Quality Planning-Quality Control & Quality Improvement,

    www. uran.com

    Feigenbaum :

    marketing, ,

    , .

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    ISO 9000:2000ISO 9000:2000 11

    ..,BSc-IMBA, 2006/R2 TQM, S-19

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    1 1

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    People

    Equipment

    Method

    Measurement

    ..

    --

    Material Environment

    -

    ..,BSc-IMBA, 2006/R2 TQM, S-21

    : Richard Greatbanks, UMIST, The History & Principles of Total Quality Management

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    , &

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    MarketingMarketing

    Value addedValue added

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    11

    ..,BSc-IMBA, 2006/R2 TQM, S-23

    Source : ISO Example of Process linkages across departments in an organization.

    http://www.iso.org/iso/en/iso9000-14000/iso9000/9001_2000approach.html?printable=true

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    organisationorganisation responsive toresponsive to changes to itschanges to its marketmarket

    andand environmentenvironment

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    (())PlanPlan--DoDo--CheckCheck--ActAct ((PDCA)PDCA)

    1.1.

    4.4.

    2.2.

    3.3.

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    TOTAL QUALITY MANAGEMENT

    Quality Assurance

    ua ty ontro

    Inspections

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    --

    Proactive Approach

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    QA & QC,

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    ((QM)QM)PreventionStop defects at source.

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    (Inspection)1

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    TQMTQM -- TQMTQM --

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    1.1. --

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    1 : 1 :

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    Startin TQM is like ushin aStartin TQM is like ushin a

    boulder up a mountain.boulder up a mountain.

    hard work!!hard work!!

    Along the way its gets harderAlong the way its gets harder

    Fall out and it feelsFall out and it feels

    like youre thelike youre the

    But eventually it gets to a pointBut eventually it gets to a pointwhen the process gatherswhen the process gathers

    ..,BSc-IMBA, 2006/R2 TQM, S-49

    unstoppable!!!unstoppable!!! :Richard Greatbanks, Manchester School of Management UMIST

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