Dr.R.

RAJU
ASSOCIATE PROFESSOR
DEPT., OF INDUSTRIAL ENGG.,
ANNA UNIVERSITY
CHENNAI 25.
 TOPICS

Leadership -Strategic quality planning -

Quality statements
 TQM Principles
International organisation for standardisation (ISO) had
established eight universally acceptable principles of TQM.

Customer focussed organisation

 Identification of customers (Internal and External)
 Understanding stated and implied needs / expectations
 Establishing measures of satisfaction customer needs
 Determining how far customers needs are being met at presents.
 Efficient processing of customer complaints
 Establishing customer focus down the line including distributors
 Seeking customer feedback to improve their satisfaction
 Establishing customer – supplier quality chain
 Involve customers in the design of products / services.
 TQM Principles
Leadership
 Leadership establish unity of purpose and direction of the
organisation.
 Leadership should create and maintain the internal
environment in which people can become fully involved in
achieving the organisations objectives.
 Leadership establish long term vision and strategy
 Get support of others in a common vision by appealing to their
values, interest, hopes and dreams.
 Search for challenging opportunities to change, grow, innovate,
and improve.
 Experiment, take risk and learn from the mistakes
 TQM Principles
Leadership (contd.)
 Foster collabration by promoting co-operative goals and
buiding trust.
 Strengthening others by sharing information and power and
increasing their discretion and visibility
 Set an example by behaving in the ways that is consistent with
stated values.
 Plan small wins that promote consistent progress and build
commitment.
 Recognise individual contribution to the success of every
project
 By forging employees into an empowered, highly motivated
team to give direction towards organisation vision, mission and
policy
 TQM Principles
Involvement of people
 People at all levels are the essence of an organization and their
full involvement enables their abilities to be used for the organization's
benefit.
 Employees must be treated with dignity and respect
 They must be trained to build competence where required
 each employee must know what exactly is required to be done and
where possible must be able to assess the quality of his work
 Fear must be totally removed from the organization and employees
must be encouraged to bring out weakness in the system.
 Empower employees to take appropriate action in their area of work
for improvement.
 In case of a mistake examine the system rather than the man to
prevent its recurrence.
 Involve employees in quality plans and draw upon their intimate
knowledge of processes for improvement.
 TQM Principles
Involvement of people (contd.)
 Assess employee satisfaction level and take appropriate measures to
improve their morale so that they take pride in belonging to the
company
 The greatest contribution to the process of TQM are made by
the people
 People share the vision, intellectual, capital and knowledge
 People are the more and more the true assets of any
organization
 Total quality refers to the quality of human behaviour, skills
and commitment necessary to accomplish organisational
objectives.
 TQM Principles
Process Orientation
 A desired result is achieved more effectively when
related resources and activities are managed as a process.
 Planning of processes to meet customer requirements
 Process capability study and qualification of process
 Establishment of mechanism to keep process under
control
 Ownership of process with full responsibility of quality
process orientation
 Verification of product / service for conformance
 Maintenance / calibration of process equipments and
instruments.
 TQM Principles
System Approach to Management
 Identifying, understanding and managing a system of
interrelated processes for a given objective improves the
organization's effectiveness and efficiency.
 Clear objectives.
 Organisational structure with well defined authority and
responsibility
 Planning for quality
 Control of functions affecting quality
 Co-ordinating of interrelated processes
 Audit mechanism for self regulated organisation
 TQM Principles
Continuous improvement
Continuous improvement should be permanent objective
of the organization
 Measurement of quality
 Analysis of quality data and investigations for non confirmities
 Seeking opportunities for improvement rather than reacting to
quality problems
 Bench Marking
 Organization for quality improvement like quality circles, quality
improvement teams for taking up specific projects
 Review of quality improvement projects by top management.
 Recognition of significant achievements
 TQM Principles
Factual Approach to Decision Making
Effective decisions are based on the analysis of data and information
 Recording of data on:
 Quantitative production

 Equipment failures

 Process conditions

 Delivery performance

 Customer complaints

 Quality costs

 Supplier performance

 Ensuring the data is accurate, reliable and accessible

 Analysis of data to understand the impact on organizational
performance and cost implications and for deciding corrective actions
 Data on results of application of corrective actions
 TQM Principles
Mutually beneficial supplier relationships
An organization and its suppliers are inter-dependent, and a
mutually beneficial relationship enhances the ability of both to
create value.
 Consideration of quality capability while selective vendors.
 Specification of quality on purchase documents
 Clear understanding of supplier needs
 Mutual trust and share responsibility and accountability
 Clear and open communication
 Mutual commitment for continuous improvement