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CHAHATVANESSANAZISHSTEFFI

SAMEERA

TOTAL QUALITY MANAGEMENT

Introduction

Competition is getting harder and becoming global. Companies now have to be more responsive, offer a better product and keep improving. Total quality management (TQM) increases customer satisfaction by boosting quality. It does this by motivating the workforce and improving the way the company operates. In an increasingly competitive market, firms with a continuous improvement culture and external focus are more likely to survive and prosper. TQM is considered an important catalyst in this context.

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.

What is Total Quality Management ?

TQM is an approach to improving the effectiveness and flexibilities of business as a whole. It is essentially a way of organizing and involving the whole organization, every department, every activity and every single person at every level. TQM ensures that the management adopts a strategic overview of the quality and focuses on prevention rather than inspection.

Characteristics of TQM Leader

Visible, Committed and Knowledgeable A Missionary Zeal Aggressive Targets Strong Drivers Communication of Values Organization Customers Contact

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TQM IS A DESCRIPTION OF THE CULTURE ATTITUDE AND ORGANIZATION OF A COMPANY THAT PROVIDES CUSTOMERS WITH PRODUCTS AND SERVICES THAT SATISFY THEIR NEEDS.

TQM IS A METHOD BY WHICH MANAGEMENT AND EMPLOYEES CAN BECOME INVOLVED IN THE CONTINUOUS IMPROVEMENT OF THE PRODUCTION OF GOODS AND SERVICES.

SOME OF THE COMPANIES WHO HAVE IMPLEMENTED TQM INCLUDE FORD MOTOR COMPANY, PHILLIPS SEMICONDUCTOR .

Concept Of TQM

• TQM is a management philosophy that’s seeks to integrate all organizational functions like markerting , finance , design , engineering and production ,customer service ETC…

• The simple objective of TQM is “Do the right things , right the first time , every time .

• TQM is mainly concerned with the continuous improvement in all the work from high level strategic planning and decision making.

CULTURE

COMMITMENTCONTROL

CUSTOMER FOCUS

COOPERATION

CONTINUOUS IMPROVEMENT

TQM

The Process Of TQM

0 COMMITMENT :commitment is a great social value , everyone top to bottom , wants to have this value . Commitment can be view as a state of attachment that defines the relationship between an actor and entity . The actor maybe a single individual , a group of person or an organization . Unfortunately , commitment is not a tangible item , so make it certain , one must have strong procedures .

0 CULTURE : TQM is a description of the culture attitude and organization of the company that strives to provide customers with products and services that satisfy their need . Culture requires quality in all aspects of the companies operation , with process being done right the first time and defect and waste eradicated from operations .a cooperate culture is recognition as an un tapped acid for managers and companies alike .

CUSTOMER FOCUS: there are two type of customers they are internal customers and external customers . Internal customer are within the company of the colleagues working together for delivering a service or product for the external customer and maybe an individual or enterprise that hires or purchase the product or services from another person or business in exchange of money .

CONTROL: control can be defined as a process by means of which we observe the actual performance and compare it with some standard . Quality control is a systematic control of various factor that effect the quality of the product . It depends on material , tools , machines , types of labor , working conditions, measuring instrument etc .

CONTINUOUS IMPROVEMENT : Continuous improvement must deal not only with improving results, but more importantly with improving capabilities to produce better result in the future ,the five major areas of focus for capability of improvement are demand generating , supply generating , technology , operation and people capability continuous improvement is a circular process that links the diagnostic , planning , implementation and evaluation phases.

ELEMENTS OF TOTAL QUALITY MANAGEMENT

Total quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all aspects of the company’s operations, with processes being done right the first time and defects and waste eradicated from operations.To be successful in implementing TQM, an organisation must concentrate on the 8 KEY elements.

8 KEY ELEMENTS OF TQM ETHICS INTEGRITY TRUST TRAINING TEAMWORK LEADERSHIP RECOGNITION COMMUNICATION

TQM has been coined to describe a philosophy that makes quality the driving force behind leadership, design, planning and improvement initiatives. TQM requires the 8 key elements which can be subdivided and put into 4 groups according to their function. The groups are:

FOUNDATION : It includes ETHICS,INTEGRITYAND

TRUST

BUILDING BRICKS : It includes TRAINING, TEAMWORK

and LEADERSHIP

BINDING MORTAR : It includes COMMUNICATION

ROOF: It includes RECOGNITION.

THE FOUNDATION OF TQMTQM is built on a foundation of ethics , integrity and trust. It fosters openness, fairness and sincerity and allows involvementEach of the elements offers something different to the TQM concept.

ETHICS :  Ethics is the discipline concerned with good and bad in any situation. It is a two-faceted subject represented by organizational and individual ethics.

INTEGRITY : Integrity implies honesty, morals, values, fairness, and adherence to the facts and sincerity. The characteristic is what customers (internal or external) expect and deserve to receive. People see the opposite of integrity as duplicity. TQM will not work in an atmosphere of duplicity.

TRUST : Trust is a by-product of integrity and ethical conduct. Without trust, the framework of TQM cannot be built.

Trust fosters : Full participation of all members Helps in decision making Customer Satisfaction Continuous Improvement

THE BRICKS OF TOTAL QUALITY MANAGEMENT

a) TRAINING- Training is very important for the employees to be highly productive. Supervisors are solely responsible for implementing TQM.

Within their departments , and teaching their employees the philosophies of TQM. During the creation and formation of TQM, employees are trained so that they can become effective employees for the company.

b) TEAM WORK -- To be successful in business, team work is also a key element of TQM. With the use of teams , the business will receive quicker and better solutions to problems that may occur , and can get help from other workers to find the solutions. There are mainly three types of teams that TQM organizations adopt .

Quality Improvement Teams or Excellence Teams (QITS) — These are temporary teams with the purpose of dealing with specific problems that often recur . These teams are setup for period of three to twelve months .

ii) Problems Solving Teams (PSTS)– these are temporary teams to solve certain problems and also to identify and overcome causes of problems. They generally last from one week to three months .

Natural Work Teams (NWTS) – these teams consists of small groups of skilled workers who share tasks and responsibilities . These teams use concepts such as employee involvement teams , self managing teams and quality circles. These teams generally work for one to two hours a week

Human Resource Management

Customer Expectations

Company Operations(Processes) Customer Satisfaction

c) Leadership – it is possibly the most important element in TQM . Leadership in TQM requires the manager to provide an inspiring vision, makes strategic directions that are understood by all and to instill the values that guide subordinates. For TQM to be successful in the business , the supervisor must be committed in leading his employees . A supervisor must understand TQM , believe in it and then demonstrate their belief and commitment through the daily practices of TQM .

Total Quality Management

The TQM System Flow Chat

Total Quality Management

CustomerFocus

ProcessImprovement

TotalInvolvement

LeadershipEducation and Training Supportive structureCommunications Reward and recognitionMeasurement

ContinuousImprovement

Objective

Principles

Elements

THE BINDING MORTAR OF TOTAL QUALITY MANAGEMENT

TQM

Communication– it binds everything together. Starting from foundation to roof of the TQM house , everything is bound by strong mortar of communication . It acts as a vital link between all elements of TQM . Communication means a common understanding of ideas between the sender and the receiver. The success of TQM demands communication with and among all the organization members , suppliers and customers .

i) Downward communication – this is the dominant form of communication in an organization . Presentations and discussions basically do it . By this the supervisors are able to make the employees clear about TQM

ii) Upward communication – by this the lower level of employees are able to provide suggestions to upper management of the effects of TQM . As employees provide insight and constructive criticism, supervisors must listen effectively to correct the situation that comes about through the use of TQM . This forms a level of trust between supervisors and employees . This is also similar to empowering communication , where supervisors keep open ears and listen to others .

iii) Diagonal communication – this type of communication is important because it breaks down barriers between departments . It also allows dealing with customers and suppliers in a more professional manner. TQM

THE ROOF OF TOTAL QUALITY MANAGEMENT

The element that comes under the roof of total quality management is RECOGNITION this is the last element . RECOGNITION : It is the last and final

element in the entire system. It should be provided for both suggestions and achievements for teams as well as for individuals. Employees strive to be recognized

Recognition helps in :• Change in self-esteem of individuals • Huge change in productivity• Huge changes in quality of work

Recognition comes in different WAYS, PLACES and TIME such as:

WAYS : It can be way of personal letter from top management. Also by award banquets, plaques, trophies etc.

PLACES : Good performers can be recognised in front of departments, on performance boards and also in front of top management.

TIME : Recognition can be given at any time like in staff meeting, annual award banquets , etc.

We can conclude that these 8 elements is the key to ensuring the success of TQM in an organisation. Without these elements, the business entities cannot be successful TQM implementers.

DEFINITION OF QUALITY

The concept and vocabulary of quality are elusive. Different people interpret quality differently. Few can define quality in measurable terms that can be proved operationalized.

When asked what differentiates their product or service; The banker will answer” service” The healthcare worker will answer “quality health care” The hotel employee will answer “customer satisfaction” The manufacturer will simply answer “quality product”

In simple terms quality of any thing in any field can be improved upon.

Benefits of TQM

» Greater customer loyalty» Market share improvement» Higher stock prices» Reduced service calls» Higher prices» Greater productivity

TQM fails because:

• Top management sees no reason for change.

• Top management is not concerned for its staff.

• Top management is not committed to the TQM programme.

• The company loses interest in the programme after six months.

Reasons for FAILURE

• The workforce and the management do not agree on what needs to happen.

• Urgent problems intervene.

• TQM is imposed on the workforce, which does not inwardly accept it.

• No performance measure or targets are set, so progress cannot be measured.

• Processes are not analyzed, systems are weak and procedures are not written down.

Conclusion

Remember the earth revolves around the CUSTOMER.

Quality begets customers and customers begets quality. Let us all have action plans to support quality, this will make the consumer happy and by following TQM success will be achieved.