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Total Quality Management

Total Quality Management

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Published by ramanrockstar21

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Published by: ramanrockstar21 on Oct 17, 2010
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TOTAL QUALITY MANAGEMENT ( TQM )
WHAT IS QUALITY ?
# THE QUALITY DEFINITION MUST BE INEXTRICABLY ( IMPOSSIBLE TOSEPARATE ) TIED TO THE MAIN OBJECT OF ANY COY, THAT IS THEGENERATION OF WEALTH. THUS THE DEFINITION MUST BE CUSTOMER ORIENTED, SINCE THE ONLY SOURCE OF SUCH WEALTH ARE CUSTOMERS,WHO EXCHANGE MONEY FOR GOODS & / OR SERVICES, THAT THEY VALUE.# HENCE, QUALITY IS MEETING THE NEGOTIATED REQUIREMENTS &EXPECTATIONS OF THE CUSTOMER. AS PER OXFORD DICTIONARY THEDEFINITION IS, “ DEGREE OF EXCELLENCE, RELATIVE NATURE OR KIND OR CHARACTER, GENERAL EXCELLENCE”# THE TOTALITY OF FEATURES & CHARACTERISTICS OF A PRODUCT OR SERVICE THAT BEAR ON ITS ABILITY TO SATISFY GIVEN NEEDS.# CUSTOMER : THE CUSTOMER IS THE PERSON TO WHOM YOU PASS THEFRUITS OF YOUR LABOUR. CUSTOMERS ARE DEPENDENT ON THEIR SUPPLIERSFOR THE QUALITY INPUTS NECESSARY, TO ALLOW THEIR TASKS TO BECOMPLETED SUCCESSFULLY. WE ALL ARE CUSTOMERS. WE ALL HAVECUSTOMERS. THE REAL INSPECTOR OF QUALITY OF YOUR PRODUCTS IS THECUSTOMER.
WHAT IS TQM ?
# AS PER ISO8402, TQM IS, MANAGEMENT APPROACH OF AN ORG, CENTREDON QUALITY, BASED ON THE PARTICIPATION OF ALL ITS MEMBERS & AIMINGAT LONG-TERM SUCCESS THROUGH CUSTOMER SATISFACTION & BENEFITS TOALL MEMBERS OF THE ORG & TO SOCIETY”.# THE CONSTANT ATTAINMENT OF CUSTOMER SATISFACTION THROUGH ANINTEGRATED SYSTEM OF TOOLS, TECHNIQUES & TRG. THIS INVOLVES THECONTINUOUS IMPROVEMENT OF ORGANISATIONAL PROCESSES, RESULTING INHIGH QUALITY PRODUCTS & SERVICES.# TQM IS AN EVOLVING SYSTEM FOR CONTINUOUSLY IMPROVING PRODUCTS &SERVICES TO INCREASE CUSTOMER SATISFACTION IN A RAPIDLY CHANGINGWORLD.
 
# A TOTAL COY-WIDE EFFORT THAT INCLUDES ALLEMPLOYEES, SUPPLIERS &CUSTOMERS & THAT SEEKS CONTINOUSLY TO IMPROVE THE QUALITY OFPRODUCTS & PROCESS TO MEET THE NEEDS & EXPECTATIONS OF CUSTOMERS.# AN ORG- WIDE PROGRAMME THAT INTEGRATES ALL FUNCTIONS &PROCESSES OF THE BUSINESS SO THAT DESIGN, PLANNING, PRODUCTION,DISTRIBUTION & FIELD SERVICE ARE FOCUSED ON MAXIMISING CUSTOMER SATISFACTION THROUGH CONTINUOUS IMPROVEMENT.# TQM IS THE MUTUAL CO=OPERATION OF EVERYONE IN AN ORG &ASSOCIATED BUSINESS PROCESSES TO PRODUCE PRODUCTS & SERVICESWHICH MEET & HOPEFULLY, EXCEED THE NEEDS & EXPECTATIONS OFCUSTOMERS. TQM IS BOTH A PHILOSOPHY & A SET OF GUIDING PRINCIPLESFOR MANAGING AN ORG. ( HERE PHILOSOPHY MEANS ATTITUDE THAT GUIDESONE’S BEHAVIOUR )
THE EVOLUTION OF QUALITY MANAGEMENT
# SYSTEMS FOR IMPROVING & MANAGING QUALITY HAVE EVOLVED RAPIDLYIN RECENT YEARS. IT HAS MOVED FROM SIMPLE INSPECTION TO QUALITYCONTROL TO QUALITY ASSURANCE TO TQM.# INSPECTION -----ACTIVITY SUCH AS MEASURING, EXAMINING, TESTING OR GAUGING ONE OR MORE CHARACTRESTICS OF AN ENTITY & COMPARING THERESULTS WITH SPECIFIED REQUIREMENTS IN ORDER TO ESTABLISH WHETHER CONFORMITY IS ACHIEVED FOR EACH CHARACTERISTIC. IT INVOLVEDSALVAGE, SORTING, GRADING, REBLENDING, CORRECTIVE ACTIONS &IDENTIFICATION OF SOURCES OF NON-CONFORMANCE.# QUALITY CONTROL ( QC ) -----OPERATIONAL TECHNIQUES & ACTIVITIES THATARE USED TO FULFIL REQUIREMENTS FOR QUALITY. IT INVOLVED :-1.DEVELOP QUALITY MANUAL.2.PROCESS PERFORMANCE DATA.3.SELF-INSPECTION.4.PRODUCT TESTING.5.BASIC QUALITY PLANNING.6.USE OF BASIC STATISTICS.7.PAPERWORK CONTROL.# QUALITY ASSURANCE ( QA )------FINDING & SOLVING A PROBLEM AFTER A NON-CONFORMANCE HAS BEEN CREATED IS NOT AN EFFECTIVE ROUTETOWARDS ELIMINATING THE ROOT CAUSE OF A PROBLEM. A LASTING &CONTINUOUS IMPROVEMENT IN QUALITY CAN ONLY BE ACHIEVED BY
 
DIRECTING ORGANISATIONAL EFFORTS TOWARDS PLANNING & PREVENTINGPROBLEMS OCCURRING AT SOURCE. THIS CONCEPT LEADS TO THE THIRDSTAGE OF QM DEVELOPMENT THAT IS QA.# QA IS ALL THE PLANNED & SYSTEMATIC ACTIVITIES IMPLEMENTED WITHINTHE QUALITY SYSTEM & DEMONSTRATED AS NEEDED TO PROVIDE ADEQUATECONFIDENCE THAT AN ENTITY WILL FULFIL REQUIREMENTS FOR QUALITY. ITINVOLVES :-1. QUALITY SYSTEMS DEVELOPMENT.2.ADVANCED QUALITY PLANNING.3.USE OF QUALITY COSTS.4.FMEA----FAILURE MODE & EFFECTS ANALYSIS.5.SPC---STATISTICAL PROCESS CONTROL.
THE KEY ELEMENTS OF TQM
1.COMMITMENT & LEADERSHIP OF THE CEO.2.PLANNING & ORG.3.USING TOOLS & TECHNIQUES.4.EDUCATION & TRG.5.INVOLVEMENT.6.TEAMWORK.7.MEASUREMENT & FEEDBACK.8.ENSURING THAT THE CULTURE IS CONDUCIVE TO CONTINUOUSIMPROVEMENT ACTIVITY. ( CONDUCIVE MEANS HELPING TOWARDS )
DEVELOPING TQM
# WE WILL NOW SUMMARISE A LIST OF POINTS WHICH ORGS SHOULD KEEPIN MIND WHEN DEVELOPING TQM. THESE ARE :-# ORGANISING :-1.THERE IS NO IDEAL WAY OF ASSURING THE QUALITY OF AN ORG’SPRODUCTS OR SERVICES. WHAT MATTERS IS THAT IMPROVEMENT DOESOCCUR, THAT IT IS COST-EFFECTIVE, & THAT IT IS NEVER-ENDING.2.THERE IS NO ONE BEST WAY OF STARTING A PROCESS OF CONTINUOUSIMPROVEMENT WHICH SUITS ALL ORGS & CULTURES.3.SENIOR MANAGEMENT’S COMMITMENT IS VITAL TO GAIN CREDIBILITY,ASSURE CONTINUITY & ESTABLISH LONGEVITY OF PROCESS.4.PLANNING SHOULD HAVE A TEN-YEAR HORIZON TO ENSURE THAT THEPRINCIPLES OF TQM ARE FIRMLY ROOTED IN THE CULTURE OF THE ORG.

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