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Total Quality
Management
Total
Quality
Management
Total Quality Management
Defined as both philosophy and a set of principles that directs the foundation of a continuously improving business organization
Basic Concepts of TQM (B. Creech)
1. A committed and involved management to provide long –term top –to-bottom organizational support
2. An unwavering focus on the customer , both internally and externally
3. Effective involvement and utilization of the entire work force
4. Continuous improvement of the business and production process
5. Treating suppliers as partners
6. Establish performance measures for the processes
Concept outline an excellent way to operate business organization
1. A management must participate in the quality program
Quality Council- develop a clear vision ,long term goals and direct program Managers- must participate in quality improvement teams and also act as
adviser to other team
2. The key to effective program must be directed to customers satisfaction
“Voice of the Consumers”“Do it right the first time and everytime”
3. TQM an organizational challenge that is everyone’s responsibility.
“changing behavior is the goal”
4. There must be continuous improvement of all business and production processes. Quality improvement projects
On time delivery Order entry efficiency Billing error rate Customer satisfaction Scrap reduction Supplier management
5. A partnering relationship rather than adversarial one must be developed
The focus should be on quality and life cycle costs rather than price
6. Performance measures such as uptime ,percent non conforming , absenteeism and customer satisfaction should be determined for each functional area
Quantitative data –necessary to measure the continuous quality improvement output
Quality Element Old culture New Culture (TQM)
Definition Product- Oriented Customer -Oriented
Priorities Second to service cost
First among equals of service and cost
Decisions Short term Long term
Emphasis Detection Prevention
Errors Operations System
Responsibility Quality control Everyone
Problem solving Managers Teams
Procurement Price Life –Cycle Cost
Managers role Plan assign control and enforce
Delegate ,advice facilitate and mentor
Meaning of quality
Excellent product or service that satisfies or exceed our expectation
Q=P/E
Where : Q= quality P= performance E =expectations
The dimensions of qualityDimensions Meaning and example
Performance Primary product characteristics (brightness of the picture)
Features Secondary characteristics, added features( remote control)
Dimensions Meeting specifications or industry standards workmanship
Reliability Consistency of performance overtime (average time for the unit to fail)
Durability Useful life (repair)
Services Resolution of problems and complaints (ease of repair)
Response Human to human interface(such as courtesy of dealer)
Aesthetics Sensory characteristics (exterior finish)
Reputation Past performance (rank First)
The Deming Philosophy
1. Create and publish the aims and purposes of the organization
2. Learn the new philosophy
3.Understand the purpose of inspection
4. Stop awarding business based on price alone
5. improve constantly and forever the system
6. Institute training7. Teach and institute leadership
8. Drive out fear ,create trust and create a climate for innovation
9.Break down barriers between staff areas.
10.Eliminate slogans, exhortations and targets for the workforce.
11.Eliminate numerical quotas for the workforce and numerical goals for management.
12.Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system.
13.Institute a vigorous program of education and self-improvement for everyone.
14.Put everybody in the company to work accomplishing the transformation
Concept and Definitions of
Leadership
D.H. BesterfieldPeople paradoxically need
security and independencePeople are sensitive to external
rewards and punishments and strongly self motivated
People are like to hear kind of word of praise
People can process only a few facts at a time ,leaders need to keep things simple
People thrust their gut reaction more than statistical data
People distrust a leaders rhetoric if the words are inconsistent with leaders action or deeds
Leadership
Leadership defined as:L- Loyalty to God, country and
peopleE- Enthusiasm and Effort to help
and secure otherA- Advocacy ,action and
accomplishmentD-
dediocation ,discipline ,dignity decency,devotion
E- excellence ,exemplary works for others to follow and emulate
R- reliability , responsibility, respect for the law and rights of others and reconciliation of peace and unity
S- Sincerity ,service self sacrifice ,social justice, to make life better for mankind
H- Humility ,honesty, honor ,helpfulness and hard work for accomplishment and fulfillment
I- Integrity, interest ,initiative ,ideolism
P- Patience ,perseverance ,peace ,progress and prosperity to mankind
The Role of Management Chief Executive Officer-
provide leadership to achieve results should participate in implementation process Participate in the quality council and perform all
the duties
Management by Wandering Around (MBWA) Must talk to the people or stakeholders Able to know what is happening with particular
supplier or project It will substantially reduce paperwork
managers Must be informed on the topic of quality
improvement by reading books and articles ,attending seminars and taking to other TQM leader
Must find to celebrate the success of their business organizations quality efforts by personally participating in award and recognition programs
Must be visibly and actively engaged in the quality effort by serving on teams,advising team and teaching seminars
Listening to internal and external customers and suppliers through visits, focus groups and surveys
Communication ,to create awareness of the importance of TQM
Some of internal communication techniquesNewsletters and other publicationsPostersTQM bulletin boardEmergency department
information meetingsMemorandaGeneral meetings
Quality Council of TQM Develop with input from all personnel ,the core values ,vision
statement and quality policy statement Develop the strategic long term plan with goals and annual
quality improvement program with objectives Crete the total education and training and development plan Determine and continually monitor the cost of poor quality Determine the performance measures for the business
organization ,approve for the functional areas and monitor them
Continually determine those project and departmental or work group teams and monitor their progress
Establish multifunctional project and departmental or work group teams and monitor their progress
Establish or revise the recognition and reward system to account for the new way of doing business
Once the TQM program is well organized ,a typical meeting agenda may be followed:
Progress report on teamCustomer satisfaction reportProgress on meeting goalsNew project teamsRecognition dinnerBenchmarking report
Core values of TQM Customer –Driven Quality Leadership Continuous Improvement
The approach of improvement needs to be included in the way the organizational function, being included means ….
Improvement is a part of the daily work of all work units
Improvement processes seek to eliminate problems at their source
Improvement is driven by opportunities to do better as well as by problems that must be corrected
Opportunities for improvement have 4 major sources
1. employees ideas2. research and development3. Customer input4. benchmarking of their
comparative information on processes and performance
Types of Improvements:
1. Enhancing value to customers through new and improved products and services
2.Reducing errors ,defects and waste 3. Improving responsiveness and cycle time
performance 4 .Improving productivity and effectiveness in
the use of all resources 5. Improving the organizations performance
and leadership position in fulfilling its public responsibilities and serving as a role model in corporate citizenship
Employee participation and development
Fast responseDesign quality and preventionLong range outlook management
by factPartnership development Corporate responsibility and
citizenship