TQM and BPR

Overview
• TQM and BPR are customer-oriented.
• Aim on improving the customer
satisfaction.
• Both suggest to think from the customer's
viewpoint.
• TQM and BPR are process-oriented.
• They both target to alter the processes,
but not just on the product.
 TQM (Total Quality Mgt.)
The principles of Total Quality
Management are to seek to satisfy the
external customer with quality goods and
services, as well as your company internal
customers; to satisfy your external and
internal suppliers; and to continuously
improve processes by working smarter
and using special quality methods.
 Satisfy The Customer
The first and major TQM principle is to
satisfy the customer--the person who pays
for the product or service, want to get their
money's worth from a product or service
they purchase.
 Satisfy The Supplier
External suppliers
A company must look to satisfy their external suppliers by providing
them with clear instructions and requirements and then paying them
fairly and on time.
Internal suppliers
A supervisor must try to keep his or her workers happy and
productive by providing good task instructions, the tools they need to
do their job and good working conditions. The supervisor must also
reward the workers with praise and good pay.
 Continuous Improvement
You can never be satisfied with the method used,
because there always can be improvements.
Certainly, the competition is improving, so it is very
necessary to strive to keep ahead of the game.

• Working smarter, not harder

• Worker suggestions
• Quality methods 1. just-in-time production

2. variability reduction
 PDCA
• TQM processes are divided into four sequential
categories: plan, do, check, and act (the PDCA cycle). In
the planning phase, people define the problem to be
addressed, collect relevant data, and ascertain the
problem's root cause; in the doing phase, people
develop and implement a solution, and decide upon a
measurement to gauge its effectiveness; in
the checkingphase, people confirm the results through
before-and-after data comparison; in the acting phase,
people document their results, inform others about
process changes, and make recommendations for the
problem to be addressed in the next PDCA cycle