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36 SEM )
By: Vishal sain Roll no. : PGDM ( III
What is Quality?
Quality is “fitness for use” (Joseph Juran) Quality is “conformance to requirements” (Philip B. Crosby) Quality of a product or services is its ability to satisfy the needs and expectations of the customer.
Evolution of Quality Management
Inspection Qualit y Contro l Quality Assuranc e TQM
Salvage, sorting, grading, blending, corrective actions, identify sources of non-conformance Develop quality manual, process performance data, self-inspection, product testing, basic quality planning, use of basic statistics, paperwork control. Quality systems development, advanced quality planning, comprehensive quality manuals, use of quality costs, involvement of non-production operations, failure mode and effects analysis, SPC. Policy deployment, involve supplier & customers, involve all operations, process management, performance measurement, teamwork, employee involvement.
Total - made up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,….
What is TQM?
Constant drive for continuous improvement and learning.
Managemen t by Fact
Concern for employee involvement and development
Passion to deliver customer value / excellence Process Managemen t
Organisation response ability
Partnership perspective (internal / external)
Actions not just words (implementation )
Why there is a need of objective?
Basic Objectives of TQM
There are two basic objective of TQM: 1)Customer satisfaction 2)Performance superiority i. Speed ii. Cost iii. Quality iv. Dependability v. flexibility 3)
Some other objectives of TQM
v Making the organization market and customer focused v Guiding the organization by its values, vision, mission, and goals set through ‘strategic planning process’. v Changing the organization from function focused to customer focused, where customer priorities come first in all activities. v Making the organization flexible and learning oriented to cope with change v Making the organization believe in – and seek – continuous improvement as a new way of life. To be continued….
vCreating an organization where people are at the core of every activity, and are encouraged and empowered to work in teams. vPromoting a transparent leadership process to lead the organization to excellence in its chosen field of business
Result achieved by setting appropriate objective should lead to:
qContinuous improvement of the organizational processes and outputs, which must be equal or superior to the competition; qContinual and relentless cost reduction, and value addition to products and services; qContinual and relentless thrust for improvement of manufacturing processes, products and services; qCreation of an organizational work culture whereby everyone is
Is quality a sound investment?
Year 1988 1988 1989 1990 1990 1990 1991 1992 1992 1992 1993 1994 Company Stock Growth (Oct 94) Motorola 373.0% Westinghouse (CNFD) 49.6% Xerox (BPS) 75.9% General Motors 1.6% Federal Express 10.6% IBM (IBM Rochester) - 34.9% Selectron 526.9% AT&T (UCS) 32.2% AT&T (TSBU) 32.2% Texas Instruments (DS&E) 106.8% Zyta 8.4% Eastman Chemical 18.5%
Total Stock Value £23016 (91.8% growth) Standard & Poor 500 Stock value £15911 (32.6% growth)
Quality is a Journey, not a Destination