Professional Documents
Culture Documents
Total Quality Management TQM
Total Quality Management TQM
Standards in Action
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Session Plan
Introduction to concepts of TQM Standards and TQM TQM Reasons for failure Measurement of Quality
Standards in Action
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Standards in Action
www.bsieducation.org/standardsinaction
.FIRST time.
Standards in Action
www.bsieducation.org/standardsinaction
Internetix (2005)
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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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.
Conformance quality
The degree to which a product meets its design specifications.
Standards in Action
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Standards in Action
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Inputs
Proces s
Outputs
Resources
Standards in Action
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TQM Open communications Empowerment Prevention External focus on customer Continuous improvement Co-operative relations Solving problems at their roots
Perceived quality is governed by the gap between customers expectations and their perceptions of the product or service
Gap
Gap
Expectations = perceptions
Standards in Action
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Customers expectations concerning a product or service Customers own specification of quality Gap 1
Gap 3
Standards in Action
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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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Implementing TQM
Successful Implementation of TQM
Requires total integration of TQM into day-to-day operations.
Standards in Action
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Standards in Action
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Standards in Action
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Continuous improvement
Time
Standards in Action
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Standards in Action
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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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Continual improvement of the quality management system Continual improvement of the quality management system
Customers (and other interested parties) Customers (and other interested parties)
Management responsibility
Resource management
Requirements
Satisfaction
Input
Key: Value adding activity information flow
Product realisation
Product
Output
Standards in Action
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Standards in Action
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Standards in Action
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Summary
TQM a way of working Involves everyone High prominence on customer Awards based upon TQM
Standards in Action
www.bsieducation.org/standardsinaction