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6
TOTAL QUALITY
MANAGEMENT
(TQM) BY
ADNAN JANJUA
INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and
processes within an organization in order to achieve
continuous improvement of the quality of goods and
services. The goal is customer satisfaction.
“ No doubt , humans are always deficient”
(Al-Quran)
TQM
Total -> made up of the whole
Quality -> degree of excellence a product or
service provides
Management -> act, art or manner of planning,
controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve
excellence.
Total Quality Management
A FUNDAMENTAL CONCEPT OF TQM
FROM BS 7850 - A ‘PROCESS’
“A set of inter-related resources and activities which transform inputs into outputs.” (ISO 8402).
“Any activity that accepts inputs, adds values to these inputs for customers, and produces outputs for these customers. The customers may be either internal or external to the organization.” (BS 7850)
TQM & organizational Cultural Change
Traditional Approach
Lack of communication
Control of staff
Inspection & fire fighting
Internal focus on rule
Stability seeking
Adversarial relations
Allocating blame
TQM
Open communications
Empowerment
Prevention
External focus on customer
Continuous improvement
Co-operative relations
Solving problems at their roots
Controls
Process OutputsInputs
Resources
"THE SIMPLE PROCESS"
(Source: BS 7850: 1992, “Total Quality Management”)
ELEMENTS OF TQM
Leadership
Top management vision, planning and support.
Employee involvement
All employees assume responsibility for the
quality of their work.
Product/Process Excellence
Involves the process for continuous
improvement.
ELEMENTS FOR SUCCESS
Management Support Mission Statement Proper Planning Customer and Bottom Line Focus Measurement Empowerment Teamwork/Effective Meetings Continuous Process Improvement Dedicated Resources
THE TQM SYSTEMTotal Quality Management
Customer
Focus
Process
Improvement
Total
Involvement
Leadership
Education and Training Supportive structure
Communications Reward and recognition
Measurement
Continuous
ImprovementObjective
Principles
Elements
CONTINUOUS IMPROVEMENT
Do
Act
Check
Objective and processes to meet
customer need and organizational
policies
Implement Processes
Monitor and measure process. Report
result
Adapt, Improve and change processes
TQM TOOLS
Quality function deployment (QFD)
Pareto charts
Process charts
Cause & effect diagrams
Statistical process control (SPC)
TOTAL QUALITY MANAGEMENT
SEVEN BASIC QUALITY TOOLS
INTRODUCTION
Quality tools are more specific - tools which
can be applied to solving problems in
improving quality in organizations,
manufacturing, or even in individual
processes.
They were first emphasized by Kaoru
Ishikawa, professor of engineering at Tokyo
University and the father of “quality circles”.
SEVEN BASIC QUALITY TOOLS
HISTOGRAM
PARETO CHART
CAUSE & EFFECT
FLOWCHART
CHECK SHEET
CONTROL CHART
SCATTER DIAGRAM
HISTOGRAMS
A histogram is a bar graph that shows frequency
data.
Histograms provide the easiest way to evaluate
the distribution of data.
PARETO CHART
The Pareto Chart is a histogram ordered by the frequency of result occurrences,
showing how many results were generated by the type or category of the
identified cause.
The relative position of the occurrences is used to guide corrective actions.
• The corrective actions must initially focus on the problems that are causing the majority of defects.
PARETO CHART
0
10
20
30
40
50
60
70
80
90
100
110
120
130
Poor documentation
Delays on the technical
specif ications
Delay to prepare the purchase
order
Lack of stock Importing problems
Lack of human resources
Transport Failure Other
CAUSE AND EFFECT DIAGRAM
It shows how several causes relate themselves to problems or potential effects.
Also known as Ishikawa Diagram or Fishbone Diagram.
CAUSE AND EFFECT DIAGRAM
FLOWCHARTING
A flowchart is any chart that depicts how several elements interact with each other
Here are a few flowcharting techniques that are usually used in quality management
• Cause and Effect Diagram
• Systems or Process Flowcharts
CONTROL CHARTS
Control charts present the results of a process over time.
They are used to determine if the process is under control.
They are used to monitor any type of variable output.
Can be used to monitor
• Cost and schedule variances;
• Volume and frequency of changes;
• Errors in the project documentation
CHECKLIST
It is a list with previously defined
options that are used as a guide to
control risks.
It allows a thorough evaluation in a short
period of time.
SCATTER DIAGRAMS
Scatter Diagrams are used to study and identify
the possible relationship between the changes
observed in two different sets of variables.
SCATTER DIAGRAM
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