TQM

What does TQM mean?What does TQM mean?

Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.

Basic Tenets of TQMBasic Tenets of TQM

• The customer makes the ultimate determination of quality

• Top Management must provide leadership and support for all quality initiatives

• Preventing variability is the key to producing high quality• Quality goals are a moving target, thereby requiring a

commitment toward continuous improvement• Improving quality requires the establishment of effective

metrics. We must speak with data and facts not just opinions.

Quality ThroughoutQuality Throughout

• “A Customer’s impression of quality begins with the initial contact with the company and continues through the life of the product.”– Customers look at the total package - sales, service

during the sale, packaging, deliver, and service after the sale.

– Quality extends to how the receptionist answers the phone, how managers treat subordinates, how courteous sales and repair people are, and how the product is serviced after the sale.

• “All departments of the company must strive to improve the quality of their operations.”

Total Quality Management

The TQM SystemThe TQM System

CustomerFocus

ProcessImprovement

TotalInvolvement

LeadershipEducation and Training Supportive structureCommunications Reward and recognition

Measurement

ContinuousImprovement

Objective

Principles

Elements

PDCA Cycle

Check

Act

Plan

Do

Chain Reaction

• Imp Quality Cost Decreases Productivity

• Capture Market with better quality & low prices

• Stay in Business Provide more Jobs

Dimensions of Quality

• Performance - main characteristics of the product/service

• Aesthetics - appearance, feel, smell, taste• Special features - extra characteristics• Conformance - how well product/service

conforms to customer’s expectations• Safety - Risk of injury• Reliability - consistency of performance

Dimensions of Quality

• Durability - useful life of the product/service• Perceived Quality - indirect evaluation of quality

(e.g. reputation)• Service after sale - handling of customer

complaints or checking on customer satisfaction

Methods for Generating Ideas• Brainstorming

– Generate a free flow of idea in a group of people

• Quality circles– Group of workers who find ways of improving

• Interviewing:• Benchmarking: Measure against best• 5W2H

– what, why, where, when, who, how, how much

Simple QC Tools

• Tools Developed for operators with little or no training in SPC

• Tools based on observation and not analysis

• Tools help identify major problems and possibly causes of problems.

• Require Detailed analysis by expert to eliminate root cause of problem

Simple QC Tools

• Checksheet• Defect Concentration Diagram (Location

Plot)• Cause & Effect Diagram• Pareto Diagram• Histogram• Scatter Plot• Control Chart

Checksheets• Simplify data collection and analysis• Spots problem areas by frequency of location,

type or cause

Tensile Strength

(grams)

Extrusion Head

A1 A2 B1 B2

630-639 2

620-629 5 1 2

610-619 3 3 6

600-609 3 1 3

590-599 2 1 5

580-589 1 2

Total 10 10 10 10

Location Plot• Shows relationship between location & defects• Helps identify causes which may otherwise be

difficult to detect• In a real life case from AT&T Bell Labs, there

were many soldering defects on a PCB, and the cause was not easily found out, until location plot was done.

Location Plot

In this real life case from AT&T Bell Labs, one IC was at 90° to other ICs on the PCB, it was the root cause for 75% of soldering defects

Cause & Effect Diagram• All contributing factors and their relationship is

displayed• Identifies problem areas for further action

Pareto Diagram• Identifies the most significant problems• Typically 80% of the problems are caused by

20% of causes

Pareto Diagram

0102030405060708090

100

Cause M

Cause K

Cause O

Cause J

Cause N

Cause G

Cause C

Cause E

Cause H

Cause L

Cause A

Cause F

Cause I

Cause D

Cause B

Freq

Histogram• Shape shows distribution of data• Central tendency and variation can be easily

seen

Histogram

0

1

2

3

4

5

6

197 198 199 200 201 202 203 204 205

Avg Wt

Fre

q.

Scatter Diagram

• Identifies Relationship between two variables• A positive or negative relationship can be easily

detected

Scatter Diagram

0

10

20

30

40

50

60

0 5 10 15 20 25 30

Workers Supervised

Err

ors

Errors/Week