Professional Documents
Culture Documents
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
Objectives of TQM
Objectives of TQM Process improvement Defect prevention Priority of effort Developing cause-effect relationships Measuring system capacity Developing improvement checklist and check forms Helping teams make better decisions Developing operational definitions Separating trivial from significant needs Observing behaviour changes over a period of time
Wal-Mart : The expansion of Wal-Mart Stores has been successfully accomplished with the application of the principles of TQM to their Design and Construction process.
Bechtel : TQM was started in 1987 and has recently been reorganized into CCI (an acronym for Commitment to Continuous Improvement). The
initiatives for their TQM process were obtained from their customers by using a simple questionnaire.
Motorola: Motorola has a successfully working TQM process. Motorola's fundamental objective is Total Customer Satisfaction. They have won the Baldrige award and are corporate leaders in TQM.
No market research.
No testing of incoming materials.
1.Flow charts
2.Check sheets
Special types of data collection forms in which the results may be interpreted on the form directly without additional processing.
Data sheets use simple columnar or tabular forms to record data. However, to generate useful information from raw data, further processing generally is necessary. Additionally, including information such as specification limits makes the number of nonconforming items easily observable and provides an immediate indication of the quality of the process.
3.Histogram
A histogram is a table/graph that sorts data into pre-specified categories, or bins.
4.Pareto diagrams
Based on the 85-15 Pareto distribution. Helpful in identifying the quality focus area. It is a histogram of the data from the largest frequency to the smallest.
5.Cause-effect diagrams
Also called fishbone diagrams (because of their shape) or Ishikawa diagrams. Helps in identifying root causes of the quality failure. (Helps in the diagnostic journey.)
6.Scatter diagrams
Graphical components of the regression analysis. Often used to point out relationship between variables. Statistical correlation analysis used to interpret scatter diagrams.