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SUBMITTED TO
Dr. Mohammad Ekramol Islam Associate Professor
Course Code: OMB-8501Department of Business Administration (EvMBA)
Bangladesh University of Professional e-mail. [email protected]
SUBMITTED TO
Professor Dr. Abdul Awal khan Dean
Faculty of Business & Industrial Management.Department of Business Administration (EvMBA)
Bangladesh University of Professional
Open Source Google………..
https://www.google.com/?gws_rd=ssl#q=tqm+mEAning, Time. 5.30pm, Dated: 28.02.2016
TQM stand as….
Total: Made up of the whole.
Quality: Degree of excellence of a product or service provides
Management: Act/Art, Manner of handling, controlling& directing it.
https://www.google.com/, Time. 5.30pm, Dated: 28.02.2016
TQM TIMELINE 1920s: Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry.
1930s:Walter Shewhart developed the methods for statistical analysis and control of quality.
1950s:•W. Edwards Deming taught methods for statistical analysis and control
of quality to Japanese engineers & executives.•Joseph M. Juran taught the concepts of controlling quality and managerial breakthrough.•Armand V. Feigenbaum’s book Total Quality Control was published•Philip B. Crosby’s promotion of zero defects paved the way for quality improvement in many companies
Adapted from The Certified Manager of Quality/Organizational Excellence Handbook, pages 290-291.http://asq.org/learn-about-quality/total-quality-management/overview/tqm-history.html, Time-4.30pm, 29.02.2016
1968: Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s ascendancy as a quality leader
1980-Today:TQM is the name for the philosophy of a broad and systemic approach to managing organizational quality.Quality standards such as the ISO 9000 Series & quality award programs such as the Deming Prize and the Malcolm Baldridge National Quality Awards specify principles and processes that comprise TQM.
KAORU ISHIKAWA
ARMAND F.
W.E. DEMING
JOSEPH JURAN
PHILIP CROSBY
WALTER SHEWHART
Total Quality Management (TQM) A philosophy that involves everyone in an
organization in a continual effort to improve quality and achieve customer satisfaction.
Page-391, Operations Management_Book -Stevenson, William J, 11th Edition89, 127, 129,365, 421, 436 Strategic Management Theory-An Integrated Approach, 8th Edition
The Term Total Quality Management (TQM)refers to a quest for quality in an organization.
CONTINUED……1ST- CONTINUOUS IMPROVEMENT.
2ND- INVOLVEMENT OF EVERYONE INTHE ORGANIZATION.
3RD- GOAL OF CUSTOMER SATISFACTION.
THREE KEY OBJECTIVE
Page-391, Operations Management_Book - Stevenson, William J, 11th Edition.89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach,
8th Edition.
Five Approaches of Defining TQM
1st-what customers wantEx. surveys, focus groups, interviews etc.
2nd-Design a product or service.3rd-Design processes-Known as mistake-proof/Fail-safing.The Japanese term for this is pokayoke.
4th-Keep track of results and Never stop trying to improve.5th-Extend these concepts throughout the supply chain
Internal customer
External customer
From Jeffrey K. Liker, The Toyota Way (New York: McGraw-Hill, 2004).Page-391, Operations Management_Book - Stevenson, William J, 11th Edition
89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach, 8th Edition.
Elements of TQM Basic/Foundation Ethics-Discipline Concerned Integrity–Honesty, Morals, Values, Fairness etc. Trust –Trust is a by-product of integrity and ethical conduct
Continuous Improvement Competitive Benchmarking Employee Empowerment Team Approach Decisions based on facts rather than opinions-Gathers & Analyzes Data Knowledge of Tools Champion Supplier Quality Quality at the Source Suppliers
From Jeffrey K. Liker, The Toyota Way (New York: McGraw-Hill, 2004).Page-391, Operations Management_Book - Stevenson, William J, 11th Edition
89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach, 8th Edition.
Total Quality Management (TQM) Tools
Identification Target Audience
Assessment of Customer Needs
Competition AnalysisMarket AnalysisBrainstorming Ideas Productivity ChangesVarious Statistics
Staff Duties & Work Flow Analysis
Statement of Purpose Financial Analysis Model Creation Business Structure Logistic Analysis
http://totalqualitymanagement.weebly.com/tqm-tools.html
Six Sigma Lean/Six Sigma Pie Charts and Bar Graphs Histograms Run Chart-Follows a process over a specific period of time Brainstorming and Affinity Diagrams Tree Diagram Flowcharts and Modeling Diagrams Scatter Diagram PDCA The Plan-Do-Check-Act style of management
Scale For TQM Measurement
http://totalqualitymanagement.weebly.com/tqm-tools.html
Aspect…. Page-391, Operations Management_Book - Stevenson, William J, 11th Edition.89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach,
8th Edition.
Obstacles/Barrier to Implementing TQM
1. Lack of a companywide definition of quality: Such as working at cross-purposes, addressing
different issues, and using different measures of success.
2. Lack of a strategic plan for change. 3. Lack of a customer focus: dissatisfaction. 4. Poor intra-organizational communication: Frustration, Waste & Confusion ensue.
Continued….
5. Lack of employee empowerment. 6. View of quality as a “quick fix”: Quality needs to
be a long-term, continuing effort. 7. Emphasis on short-term financial results. 8. Inordinate presence of internal politics and “turf ”
issues. 9. Lack of strong motivation. 10. Lack of time to devote to quality initiatives. 11. Lack of leadership.
Page-391, Operations Management_Book - Stevenson, William J, 11th Edition.89, 127, 129, 365, 421, 436 Strategic Management Theory-An Integrated Approach,
8th Edition.