TQM - Introduction
Total Quality
Today’s Organization
• Participative Management
• Motivated Employees
• Functional Conflict Utilization
• Two Way Communication
• Multidirectional KPI’s
• Internal & External Customer Satisfaction
• Continual Improvement
• Learning Organization
By: Irfan Rashid Farooqui
Management
Resource Person: Irfan R. Farooqui
Changes in working style
• From secrecy to communication
• From control to empowerment
• From fire fighting to prevention
• From cost to quality
• From stability to change
• From position consciousness to cooperation
• From blaming to problem solving
1
TQM - Introduction

3 Important Relations Key Performance Indicators

(KPI)
• Finance • HR development
• Management – Worker • Management Style • Leadership • Strategic planning
• Quality culture • Use of information
• Workers –Management
g • Motivation
& Work • Customers • Service to society
• Teamwork • Cycle time reduction
• Workers - Workers • Conflict

If you do not know what harbor to

make, no wind is the right wind.

Buying
B i a Quality
Q li
Product?

By: Irfan Rashid Farooqui 2

TQM - Introduction

Buying a Shoe.

C
Italian / UK H
I
N
E
S
E

By: Irfan Rashid Farooqui 3

TQM - Introduction

Who Is Better?
What Is
Quality ?

QUALITY: What It Is QUALITY: What It Is

• Quality is a predictable degree of uniformity and • Quality is the (minimum) loss imparted by the product to
dependability, at low cost and suited to the market society from the time the product is shipped
Deming Taguchi

• Quality is in its essence a way of managing the organization

• Quality is fitness for use Feigenbaum
Juran
• Quality is correcting and preventing loss, not living with
• Quality is conformance to requirements loss
Crosby Hoshin

By: Irfan Rashid Farooqui 4

TQM - Introduction

Quality is not the baby of Quality

QUALITY: What It Is Department

• Quality is the totality of features and characteristics

of a product, service or process, which bear on its
ability to satisfy a given need; from the customer’s Total Quality
view point

British Standard Definition

PURCHASE STORE ENGINEERING PRODUCTION DISPATCH MARKETING

Even sky is not the limit

Quality starts with measurement

By: Irfan Rashid Farooqui 5

TQM - Introduction

To improve we need Quality Levels

• Both Managers &
Workers.
• Participative and
motivated employees.
• New organizational
culture.
lt
i.e.
Combined Power
0 Qlty QC QA TQM World
Class

The Father of TQM

Walter A. Shewhart

First person who gave

ideas of “Quality”

• Control Charts

By: Irfan Rashid Farooqui 6

TQM - Introduction

Little “Q” and Big “Q”

Then came
“q” “Q”
Q
Juran Shi
Shingo
Crosby
Feigenbaum
Ishikawa
Senge
Taguchi

“q” = Quality of Products

“Q”
Q = Quality in Process

By: Irfan Rashid Farooqui 7