TQM Evolution

Total Quality Management

 Customer Oriented
 Centered quality of customer delight
 Edward Deming helps the Japanese to apply the concepts of TQM
 Concentrated on customer satisfaction and focused on understanding customer needs and
expectation
 American industry ignored this development as it was still riding high because of lack of
competition
 American forced to look for new ways to survive
 In 1985, American Navy coined the term TQM to represent broadly the Japanese way of
quality management
 Methodologies for assuring quality in products and services evolved continuous, finally
leading to TQM
 Experts from many countries spearheaded this evolution, with Deming playing an important
role
 TQM addresses the concept of product quality, process control, quality assurance and
quality improvement
Quality
Juran’s Definition of Quality
“Quality as fitness for use”
ISO 9000 Definition of Quality
“The totality of features and characteristics of a product or service, that bear on its ability to
satisfy a given or implied need”

Dimensions of Quality
Product Quality
 Functionality – refers to the core and characteristics of a product
 Reliability – is an indicator of durability of products
 Usability – product should be easily usable
 Maintainability – refers to the ease with which a product can be maintained in the original
condition.
 Efficiency – ratio of output over input
 Portability – ability to be easily carried or moved.
 Service Quality
The customer interacts more with the service provider.
1. Quality of Customer Service
 Ability to satisfy customer depends on the quality of customer service.
2. Quality of service design
 Service is designed as per the requirements of the specific customers
3. Quality of Delivery
 Right delivery of Service
Additional attributes of quality to product and services
1. Timeliness
2. Aesthetics
3. Regulatory Requirements
4. Requirements of society
5. Conformance to standards

Techniques in practicing TQM

 Just in time (JIT)
 Zero defect
 The Kaizen
 Evolution of Quality
Quality Gurus
1. Dr. Walter A Shewhart (1891-1967)
 Worked in Western Electric Company and AT&T
 Advocates Statistical Quality Control (SQC) & Acceptable Quality Level (AQL)
 Develop the Plan, Do, Check, Act ( PDCA)
 Author of Economic Control of Quality of manufactured Products and Statistical Method
from the View Point of Quality Control
2. Deming W. Edwards (1900-1993)
 Associate of Shewhart, worked in Western Electric Company as a Statistician
 Modified the PDCA cycle of Shewhart to the Plan, Do, Study, and Act (PDSA)
 Proved that quality control methods could lower the costs even in an exclusive service
organization
 His 14 points formed the basis for his advise to Japanese top management
3. Joseph M. Juran (1904)
 He also joined Western Electric Company and developed Western Electric Statistical
Quality Control Handbook.

Juran’s Fitness of Quality

 Quality of Design
 Quality of conformance
 Availability
  Full Service
Juran’s Quality Planning Roadmap
 Identify your customer.
 Determine their needs.
 Translate them into your language.
 Develop a product that can respond to the need.
 Develop processes, which are able to produce those product features.
 Prove the process can produce the product.
 Transfer the resulting plans to the operating forces.
4. Philip B. Crosby (1926)
 Vice president of International Telephone & Telegraph (ITT)
Crosby’s 4 absolute of quality
 Quality is conformance to requirements, nothing more or nothing less and certainly not
goodness or elegance.
 Quality has to be achieved by prevention and not appraisal.
 The performance must be zero defect and not something close to it.
 The measurement of quality is the price of non-conformance, i.e. how much the defect in
design, manufacture, installation and service cost the company. It is not indexes, grade one or
grade two.
5.) Armand V. Feigenbaum (1961-1963)
 President of American Society of Quality Control
“Quality is in its essence a way of managing the organization”
Feigenbaum’s cycle time reduction methodology
 Define process
 List all activities
 Flowchart the process
 List the elapsed time for each activity
 Identify non-value adding tasks
 Eliminate all possible non-value adding tasks
6.) Kaoru Ishikawa (1915-1989)
 Quality Guru from Japan
 Advocated the use of cause and effect diagrams
 He developed fishbone diagram or Ishikawa diagram for cause and effect analysis

Quality Control
 The operational techniques and activities that are used to fulfill the requirements for quality.
Quality Assurance
 All the planned and systematic activities implemented within the quality system, and
demonstrated as needed, to provide adequate confidence that an entity will fulfill the
requirements for quality.
Quality of Design
  Refers to how well the product or service has been designed to meet the current and future
requirements of customers and add value to all stockholders.
Quality Planning
 In order to consistently meet customer requirements
The quality of 4 M’s namely :
 Man, Machine, Material and Methods
Quality Improvement
 This process aims at attaining unprecedented levels of performance, which are significantly
better than the past level.
Strategic Planning
Is important for any business. It involves making plans for the following, in particular:
 Business value
 Investment in machinery and equipment
 Manpower to be hired
 Budget
 Product diversification
 Markets to be served
 Strategies for improving profits, etc
Quality Management
 According ISO 9000 standards, Quality Management comprises “ All activities of the overall
management function that determine the quality policy, objectives and responsibilities and
implement them by means such as quality planning, quality control, quality assurance and
quality improvement within the quality system.

ISO 9000 Standards

 Released for the first time in the year 1987 to bring system for quality in every organization.
 is a set of international standards, established by the International Organization for
Standardization, as the basis for quality management systems and quality assurance.