Presentation on Objectives of TQM
36 SEM )
By: Vishal sain Roll no. : PGDM ( III
What is Quality?Quality is fitness for use (Joseph Juran)
Quality is conformance to requirements (Philip B. Crosby) Quality
of a product or services is its ability to satisfy the needs and
expectations of the customer.
Evolution of Quality ManagementInspection Qualit y Contro l
Quality Assuranc e TQMSalvage, sorting, grading, blending,
corrective actions, identify sources of non-conformance Develop
quality manual, process performance data, self-inspection, product
testing, basic quality planning, use of basic statistics, paperwork
control. Quality systems development, advanced quality planning,
comprehensive quality manuals, use of quality costs, involvement of
non-production operations, failure mode and effects analysis, SPC.
Policy deployment, involve supplier & customers, involve all
operations, process management, performance measurement, teamwork,
employee involvement.
TQMu u
u
Total - made up of the whole Quality - degree of excellence a
product or service provides Management - act, art or manner of
planning, controlling, directing,.
What is TQM?Constant drive for continuous improvement and
learning.
Managemen t by Fact
Concern for employee involvement and development
Result Focus
Passion to deliver customer value / excellence Process Managemen
t
Organisation response abilityPartnership perspective (internal /
external)
Actions not just words (implementation )
TQM ObjectivesWhy there is a need of objective?
Objectives
Basic Objectives of TQMThere are two basic objective of TQM:
1)Customer satisfaction 2)Performance superiority i. Speed ii. Cost
iii. Quality iv. Dependability v. flexibility 3)
Some other objectives of TQMv Making the organization market and
customer focused v Guiding the organization by its values, vision,
mission, and goals set through strategic planning process. v
Changing the organization from function focused to customer
focused, where customer priorities come first in all activities. v
Making the organization flexible and learning oriented to cope with
change v Making the organization believe in and seek continuous
improvement as a new way of life. To be continued.
vCreating an organization where people are at the core of every
activity, and are encouraged and empowered to work in teams.
vPromoting a transparent leadership process to lead the
organization to excellence in its chosen field of business
Result achieved by setting appropriate objective should lead
to:qContinuous improvement of the organizational processes and
outputs, which must be equal or superior to the competition;
qContinual and relentless cost reduction, and value addition to
products and services; qContinual and relentless thrust for
improvement of manufacturing processes, products and services;
qCreation of an organizational work culture whereby everyone is
Is quality a sound investment?Year 1988 1988 1989 1990 1990 1990
1991 1992 1992 1992 1993 1994 Company Stock Growth (Oct 94)
Motorola 373.0% Westinghouse (CNFD) 49.6% Xerox (BPS) 75.9% General
Motors 1.6% Federal Express 10.6% IBM (IBM Rochester) - 34.9%
Selectron 526.9% AT&T (UCS) 32.2% AT&T (TSBU) 32.2% Texas
Instruments (DS&E) 106.8% Zyta 8.4% Eastman Chemical 18.5%
Total Stock Value 23016 (91.8% growth) Standard & Poor 500
Stock value 15911 (32.6% growth)
Quality is a Journey, not a Destination
Thank you
Any queries?
