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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 TQM

Lack of communication Open communications
Control of staff Empowerment
Inspection & fire fighting Prevention
Internal focus on rule External focus on customer
Stability seeking Continuous improvement
Adversarial relations Co-operative relations
Allocating blame Solving problems at their roots
"THE SIMPLE PROCESS"

Controls

Inputs Process Outputs

Resources

(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
 Total Quality Management

THE TQM SYSTEM

Objective Continuous
Improvement

Principles Customer Process Total

Focus Improvement Involvement

Leadership
Elements Education and Training Supportive structure
Communications Reward and recognition
Measurement
CONTINUOUS IMPROVEMENT

Objective and processes to meet

customer need and organizational
policies

Do Implement Processes

Monitor and measure process. Report

Check
result

Act 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

SCATTER PARETO
DIAGRAM CHART

CONTROL CAUSE &

CHART EFFECT

CHECK FLOWCHA
SHEET RT
 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

130

120

110

100

90

80

70

60

50

40

30

20

10

0
Poor Delays on the Delay to prepare Lack of stock Importing Lack of human Transport Failure Other
documentation technical the purchase problems resources
specif ications order
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 It allows a thorough
options that are evaluation in a short
used as a guide to period of time.
control risks.
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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