Professional Documents
Culture Documents
an Introduction
B.B.Mishra
TQM
What is Quality
Value
Benefits
Pr ice
Attributes of Quality
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived Quality
Total Quality
Control
Quality
Assurance
Mass
Inspection
Quality
Control
(Acceptance
Sampling)
Company
wide Quality
Control
Mass Inspection
Inspecting
Salvaging
Sorting
Grading
Rectifying
Rejecting
Quality manuals
Product testing using SQC
Basic quality planning
Quality Control
Emphasis on prevention
Proactive approach using SPC
Advance quality planning
Quality Assurance
R&D
Design
Engineering
Purchasing,
Operations etc
Gurus of TQM
ABOUT
What is TQM?
TQM
Traditional view:
TQM view:
What is TQM?
Total Quality Management is a
1.
2.
methodology and
set of techniques
TQM Principles
Scope of TQM
TQM is the foundation for activities, which includes:
Commitment by senior management and all employees
Meeting customer requirements
Reducing development cycle times
Just In Time/ Flow Manufacturing
Improvement teams
Reducing product and service costs
Systems to facilitate improvement
Employee involvement and empowerment
Recognition and celebration
Challenging quantified goals and benchmarking
Focus on processes / improvement plans
This shows that TQM must be practiced in all activities, by all personnel, in
Manufacturing, Marketing, Engineering, R&D, Sales, Purchasing, HR, etc.
TQM mission
Excellence in IT
Performance review
Proper communication
Traditional Approach
Market-share focus
Individuals
Focus on who and why
Short-term focus
Status quo focus
Product focus
Innovation
Fire fighting
Customer focus
Cross-functional teams
Focus on what and how
Long-term focus
Continuous improvement
Process improvement focus
Incremental improvements
Problem solving
Quality Throughout
Customers look to the total package - sales, service during the sale,
packaging, deliver, and service after the sale.
Quality extends to how the receptionist answers the phone, how managers
treat subordinates, how courteous sales and repair people are, and how
the product is serviced after the sale.
Value-based Approach
Manufacturing Dimensions
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
Service Dimensions
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Evolution of TQM
TQM Evolution
Quality - Definitions
Quality has to
incorporate the
following;
conformation to
specification.
fitness for purpose.
satisfy the customer.
delight the customer.
enchant the customer.
Performance
Features
Conformance
----------------------------Reliability
Durability
Service
----------------------------Response- of Dealer/ Mfgr. to
Customer
Aesthetics of product
Reputation- of Mfgr./Dealer
Performance
Cost
Service
Features
Benefits of Quality
Increase
in
Decrease Complaints
in
Customer
satisfaction
Morale of
workmen
Costs
Production time
Market Changes
Effectiveness
Effectiveness is all about how the user has felt about it.
Drivers of quality
The
Oaklands
Model
(1989, 1990) of TQM
defines TQM as a Pyramid
representing five distinct
components as
Management Commitment
Customer-Supplier Chain
Quality Systems
SPC Tools and
Team Work
It Reflects
Process Ownership
Process Management
Process Improvement
Continuous
improvement
in
Quality has to come from an
integrated approach of controlling
quality via action plans in different
operations of the business cycle.
It stresses that by involving people
at the grass root level, improving
their
morale,
sense
of
belongingness and responsibility,
using statistical techniques to
analyse collected data and adopting
plan--do
plan
do--check
check--action
(PDCA)
Cycle, the mission of continuous
quality improvement can be
achieved to deliver satisfying
service to the customer (Internal
& External).
Kano (1993)
Customer Satisfaction / Quality Assurance
PDCA Cycle
CLSQ- Crisis Consciousness & Leadership
VLSQ- Vision & Leadership Encourage People
Quality Sweating Theory
Characteristics of TQM
Benefits of TQM
Tangible Gains
Increased Market
Increased Profitability
Reduced Employee
Grievance
Intangible Gains
Customer Types
Customer/Supplier
Outputs to
Chain
Inputs from
external customers
Internal customers
external customers
Service Quality
Organisation
Customer Care
Communication
Front-line people
Leadership
TQM Implementation
Quality Council
The quality council includes CEO and Senior managers of the functional
areas -research, manufacturing, finance, sales ,marketing etc. and one coordinator and a union representative.
Duties- To develop the Quality statements eg. Vision, Mission, Quality policy
statements, Core values etc.
To develop strategic long-term plans and annual quality improvement
programme.
Make a quality training programme
Monitor the costs of poor quality.
Determine the performance measures for the organisation
Always find projects that improve the processes and produce customer
satisfaction.
Establish work-group teams and measure their progress.
Establish and review the recognition and reward system for the TQM system
Quality Statements
Targets make individuals more comfortable with what he has to do within the time
frame.
Targets
Action Plans
Action plans help in systematic study and presentation of the process to achieve the
targets.
Quality Policy is a guide for everyone in the organization ,how they should
provide products and services to the customers.
Vision
How to reach?
Mission
Objects
Goals
Targets
What to do, how to do and sequencing of actions of every individual Action plan
Global Economy
Complex & Dynamic Technology
Customer Orientation & Expectations
Complex & Dynamic Task Environments
Challenge to the same or more with fewer resources and
A shrinking feasible solution space for many critical problems,
issues & opportunities.