Professional Documents
Culture Documents
5
Quality perspectives
Everyone defines Quality based on their
own perspective of it. Typical responses
about the definition of quality would
include:
1. Perfection
2. Consistency
3. Eliminating waste
4. Speed of delivery
5. Compliance with policies and procedures
6. Doing it right the first time
7. Delighting or pleasing customers
8. Total customer satisfaction and service
6
Quality levels
At organizational level, we need to ask following
questions:
• Which products and services meet your
expectations?
• Which products and services you need that you
are not currently receiving?
At process level, we need to ask:
• What products and services are most important to
the external customer?
• What processes produce those products and
services?
• What are the key inputs to those processes?
• Which processes have most significant effects on
the organization’s performance standards?
7
Quality levels
8
QUALITY MANAGEMENT
• Quality Planning
• Quality control
• Quality improvement
QUALITY PLANNING
• Determine who the customers are
• Determine the needs of the customer
• Develop product features that responds to
customer’s needs
• Develop processes that are able to produce
those product features
• Fail-safing/Foolproofing : Pokayoke
• Transfer the resulting plan to the operating
forces
QUALITY CONTROL
• Evaluate actual quality performance
COST OF
POOR QUALITY
CHRONIC WASTE
TIME
LESSONS LEARNT
Process improvement tools
Seven QC Tools
1. Flow charts
2. Check sheets
3. Histograms
4. Pareto diagrams
5. Cause-and-effect diagrams
6. Scatter diagrams
7. Control charts
14
TQM beliefs
Following are the universal Total Quality Management beliefs:
• Owner/customer satisfaction is the measure of quality
• Everyone is an owner/customer.
• Quality improvement must be continuous.
• Analysis of the processes is the key to quality improvement.
• Measurement, a skilled use of analytical tools, and employee involvement
are critical sources of quality improvement ideas and innovations
• Sustained total quality management is not possible without active, visible,
consistent, and enabling leadership by managers at all levels
• It is essential to continuously improve the quality of products and services
that we provide to our owners/customers.
TQM principles
• People will produce quality goods and services when the meaning of
quality is expressed daily in their relations.
• Inspection of the process is as important as inspection of the product.
• Probability of variation, can be understood by scientific methods.
• Workers work in the system to improve the system; managers work on the
system to improve the system.
• Total quality management must be consistently translated into guidelines
provided to the whole organization.
• Envision what you desire , but start working from where you actually are.
• Cleaner site and safer place to work is also important.
• Accept the responsibility for quality.
• Use the principle of get it right, the first time, every time.
• Understand that quality is a journey, not a destination.
Pitfalls to be avoided in TQM
Many companies have started on the road to quality but failed to achieve success
due to several factors, these are listed as follows:
• Lack of top management support.
• Lack of middle management support.
• Commitment in only one department.
• Short-term commitment .
• Haphazard approach .
• Failure to acquire the services of a competent statistician.
• Measure success and guide program.
• Failure to solicit worker input.
Pitfalls to be avoided in TQM (contd…)
• Funding failure .
• No market research.
• Adversarial management.
Cause-and-Effect Diagram
Used to identify potential causes for particular quality
problem.
Steps in implementing TQM
1 Obtain CEO Commitment
2 Educate Upper-Level Management
3 Create Steering Committee
4 Outline the Vision Statement, Mission Statement, & Guiding Principles
5 Prepare a Flow Diagram of Company Processes
6 Focus on the Owner/Customer (External) & Surveys
7 Consider the Employee as an Internal Owner/customer
8 Provide a Quality Training Program
9 Establish Quality Improvement Teams
10 Implement Process Improvements
11 Use the Tools of TQM
12 Know the Benefits of TQM
ADVANTAGES OF
TQM