Definition of TQM (Total Quality Management)

(Revised in June 1998)

TQM is a set of systematic activities carried out by
the entire organization to effectively and
efficiently achieve company objectives so as to
provide products and services with a level of
quality that satisfies customers, at the appropriate
time and price.
SYSTEM APPROACH
SYSTEM
OBJECTIVE
INPUT
OUTPUT
Efficiency = Output / Input
Effectiveness
fitness for objectives
FOUR STUDENT MODEL
In the evaluation Management by Policy, set
objectives are achieved as well as they are realized.
The evaluation results can be categorized into the
Following:-
Student A
Student B
Student C
Student D
Target
OK
OK
Fail
Fail
Method
OK
No Good
OK
No Good
Comment
Very Happy
God Blesses the Company
Very difficult
Still Hopeful
Exam
Attendance
D C
Missed
B A
Achieved
O
b
j
e
c
t
i
v
e

Poor Perfect
Method of
Implementation
Congratulations!
God blessed You!
Or
Very smart!
God wont always
Bless you
Hopeless
You need to
improve your
planning method!
Implement as
you planned
next year!
Why you
couldnt do this
year
Objectives and Methods of Implementation
DR. KANOS




Three levels
of quality


The First Level of Quality:
Conformance to
customers basic requirements
Quality Control 1950s
Customers
basic
requirements
The Second Level of Quality :
customer satisfaction with
Customers expressed requirements
Quality Management----1970s---
Customers
expressed
requirements
The Third Level of Quality :
customer delight with
unexpected new quality achieved by meeting
customers latent requirements
Attractive Quality Creation
---Today and Tomorrow----
Customers
latent
requirements
Konica Experience
P
i
c
t
u
r
e

F
a
i
l
u
r
e

Flash-built in 1974
Auto-focus in 1977
Not due to cameras
but due to photo-takers
Latent requirements
rather than
the problems of
a photo-taker
Quality
Creation
Failure Mode and
Effect Analysis
(FMEA)
FMEA Definition
An FMEA can be defined as a systematic
group of activities intended to :-
Recognize and evaluate the potential
failure of a product/process and the effect
of that failure
Identify the action that could eliminate or
reduce the chance of the potential failure
occurring.
Document the entire process.



FMEA Implementation
.
Types of FMEA :-
Design FMEA
Process FMEA