Session III Total Quality Management1

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TOTALQUALITY

MANAGEMENT


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Total Quality Management

Quality target is 100%, not even 99.9% because even99.9% might mean many dissatisfied customers everyyear, defective components entering assembly,accidents etc.

Old view:Quality relates to products manufactured exactly tospecifications.

New view:

Total Quality relates to products that totally satisfy ourcustomer needs and expectations in every respect on acontinuous basis. Quality is to satisfy customer needs.

It is in fact to delight customers.


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What is Total Quality Management (TQM)

The elements of TQM as the name suggests are :

Total

Quality

Management

Total implies -

Complete - 100%All areas and functions

All activities

All employees - everyone

All time - always


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Main concerns of Manufacturers and Customers

Manufacturer Customer

Quality Quality

Cost PriceProductivity Availability

Concerns of manufacturer and customer are

generally not the same.Customer usually has no concern for company

productivity and cost.

Quality is the only common concern


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INTRODUCTION AND DEFINITION

Total Quality Management (TQM) is a philosophy and

involves company practices that aim to harness the human

and material resources of an organization in the most effective

way to achieve the objectives of the organization

Commitment to TQM by the highest level of management.

Promotion of this concept to all levels and activities of the

organization

Individual involvement

Devotion to continuous improvement


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PRINCIPLES OF TQM

(FM

C2LIPS) Customer focus

Leadership

Involvement of people

Process approach

System approach to management

Continual improvement

Factual approach to decision making

Mutually beneficial supplier relationships


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Customer focus

Organizations depend on their customers and therefore shouldunderstand current and future customer needs, should meetcustomer requirements and strive to exceed customerexpectations. Delight the customer

Customer satisfaction, customer delight Internal customers

Customer focus, customer orientation

Key benefits:

Increased revenue and market share

Increased effectiveness

Improved customer loyalty


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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 organizations objectives.

Key benefits:

People will understand and be motivated towards the

organizations goals and objectives.

Miscommunication between levels of an organization will be

reduced


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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.

Key benefits:

Motivated, committed and involved people within the

organization.

Innovation and creativity

People being accountable for their own performance.

Participation improves


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Process approach

A desired result is achieved more efficiently when activities

and related resources are managed as a process.

Key benefits:

Increased revenue and market share obtained through flexible

and fast responses to market opportunities.

Improved customer loyalty leading to repeat business.


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System approach to management Identifying, understanding and managing interrelated

processes as a system contributes to the organization's

effectiveness and efficiency in achieving its objectives.

Key benefits: Integration and alignment of the processes that will best

achieve the desired results.

Providing confidence to interested parties as to the

consistency, effectiveness and efficiency of the organization


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Continual improvement Continual improvement of the organization's overall

performance should be a permanent objective of the

organization.

Key benefits: Performance advantage through improved organizational

capabilities.

Alignment of improvement activities at all levels to an

organization's strategic intent. Flexibility to react quickly to opportunities.


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Factual approach to decision making Effective decisions are based on the analysis of data and

information

Key benefits:

Informed decisions. An increased ability to demonstrate the effectiveness of past

decisions through reference to factual records.

Increased ability to review, challenge and change opinions and


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Mutually beneficial supplier relationships An organization and its suppliers are interdependent and a

mutually beneficial relationship enhances the ability of both to

create value

Key benefits: Increased ability to create value for both parties.

Flexibility and speed of joint responses to changing market or

customer needs and expectations.

Optimization of costs and resources.


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Sesame Seeds fromGhaziabad, Uttar

Pradesh

Special Vegetarian Sauce (Eggless)

Sauce from Quaker Ceremica,

Phillapur, Punjab

Bans from Shah Bactor and

Sons, Khopoli, Maharashtra and

Cremica from Ludhiana

Fresh Iceberg Lettuce from

Trikaya Agriculture, Talegaon,

Maharashtra, Ooty Farms,

Ootacannaud, Tamilnadu,

Meena Agritech, Delhi,

Ferrocoes Farms, Dehradun

Cheddar Chesse from DynamixDairy, Baramati, Maharashtra

Vegetable Patty (made from

fresh Peas, Carrots, Green

Beans, Red Capsicum, Potatoes

and Rice) from Kitran Foods,Taloja, Maharashtra

Batler and

breading from

Cremica EBI,

Ludhiana, Punjab


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Total Quality Management Change in mind set for variability reduction

Conventional TQM way

Meet specifications Move to target value

High tech machines needed Even with old machines through

better setting, maintenance andemployee training

Managers think and plan Managers guide and lead

Workers think, plan and do

Status quo Kaizen (continuousimprovement)

Profit by driving task

completion

Quality is the path of profit


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TQM Failures

Lack of Management Commitment

Focusing on specific technique than on system

Not obtaining employee participation

Program stops with Training

Short term gain and not long term quality

Forcing organization to adopt methods which are not compatible

with production system or personnel.


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TQM JET AIRWAYS

Jet Airways formulated a Quality Management System for In-flightServices in February 2005 as part of a comprehensive exercise to

implement ISO in selective operational areas.

IATA Operational Safety Audit (IOSA) Registration.

In flight Services, ISO 9001 : 2000 certified

- Certification for the product and service ranges includes Design,

Development and Delivery of Customer Services that meet world-class

standards.

The process of traveling on a airline is divided into three stages:

pre-flight,

in- flight and

post-flight experiences.


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SERVICES SPECIAL SERVICES Check In Options :

Airport Check in

Tele Check in

Web Check in

Kiosks Check in

Airport Lounges

Bus Services

Cuisines

Entertainment

Jet Airways is the most preferred domestic airline in

India.

Infant and Child Care

Wheel Chair Assistance

Unaccompanied Minors

Medical EmergenciesTraveling with Animals

Jet Mobile


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AREAS OF QUALITY MANAGEMENT

On time

Delay information

Announce delay

Good in-flight service

Good in-flight food Waiting time for baggage

Baggage loss


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Thank You So Much

Documents

Session III Total Quality Management1