Professional Documents
Culture Documents
Total Quality Management TQM
Total Quality Management TQM
Author:
Dr Rhys Rowland-Jones
Standards in Action
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Total Quality Management - TQM
Session Plan
• Introduction to concepts of TQM
• Standards and TQM
• TQM Reasons for failure
• Measurement of Quality
Standards in Action
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
….FIRST time.
Standards in Action
www.bsieducation.org/standardsinaction
Internetix (2005)
Total Quality Management - TQM
BS 7850-2:1994,
ISO 9004-4:1993
• Total quality management. Guidelines for quality
improvement.
Standards in Action
www.bsieducation.org/standardsinaction
Total Quality Management - TQM
Elements of TQM
• Leadership
– Top management vision, planning and support.
• Employee involvement
– All employees assume responsibility for the quality of their work.
• Product/Process Excellence
– Involves the process for continuous improvement.
Standards in Action
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Total Quality Management - TQM
Elements of TQM
• Continuous Improvement
– A concept that recognizes that quality improvement is a journey
with no end and that there is a need for continually looking for new
approaches for improving quality.
• Customer Focus on “Fitness for Use”
– Design quality
• Specific characteristics of a product that determine its value in the
marketplace.
– Conformance quality
• The degree to which a product meets its design specifications.
Standards in Action
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
Resources
Process owner
Output to
As supplier
customer
Standards in Action
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
product or service
perceptions of the
Gap Gap
expectations for
the product or
expectations of
perceptions of
the product or
the product or
Customers’
Customers’
Customers’
perceptions of
the product or
expectations
service
Customers’
Customers’
service
service
or service
service
Standards in Action
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Total Quality Management - TQM
Customer’s Customer’s
expectations perceptions
concerning a concerning the
product or service product or service
A “Gap” model
of Quality Customer’s own
Gap 4
specification of
quality
The actual product
Gap 1 or service
Management’s organization’s
concept of the specification of
product or service quality
Gap 3
Gap 2
Standards in Action
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Source: Parasuraman, Zeithman and Berry.
1985
Total Quality Management - TQM
Continuous Improvement
• Philosophy that seeks to make never-ending
improvements to the process of converting inputs into
outputs.
• Kaizen: Japanese
word for continuous
improvement.
Standards in Action
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Total Quality Management - TQM
Implementing TQM
• Successful Implementation of TQM
– Requires total integration of TQM into day-to-day operations.
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
Plan
Do
Act
Check
“Continuous”
improvement
Time
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
Source: 2004 Criteria for Performance Excellence, U.S. Dept. of Commerce, Baldrige National Quality Program, National Institute of Standards and Technology, Gaithersburg, MD 20899. (www.quality.nist.gov)
Standards in Action
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Total Quality Management - TQM
Continual
Continualimprovement
improvement of
of the
the quality
qualitymanagement
management system
system
Customers Customers
(and other Management (and other
interested responsibility interested
parties) parties)
Measurement,
Resource
analysis and
management improvement
Satisfaction
Requirements
Input
Product Output
Key: Product
Value adding activity realisation
information flow
Standards in Action
www.bsieducation.org/standardsinaction Source: BS EN ISO
9001:2000
Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
Standards in Action
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Total Quality Management - TQM
Summary
• TQM – a way of working
• Involves everyone
• High prominence on ‘customer’
• Awards based upon TQM
Standards in Action
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