TOTAL

QUALITY
MANAGEMENT
(TQM)
Session # 31
 Principles of
Total Quality
• Customer and Stakeholder Focus
• Strategic Planning and Leadership
• Participation, Empowerment and
Teamwork
• System / Process Focus
• Management by Facts Focus
• Continual Improvement Focus
 HOW to Create TQ ?
Control Systems, Techniques
and Measurement / Analysis Tools
( For Products i.e. SQC)
(& For Processes i.e. SPC)
are important
BUT
they are NOT the primary requirement
for
Organizational Excellence!
WHICH Approach to USE ?
TOP-DOWN
or
BOTTOM UP
or BOTH!

(SQC) (SPC)
HOW to Create TQ ?
Control Mechanisms
are of 3 Types!
1.Before the Game;
Strategic Plan / Action Plan
2.During the Game;
Observation, Inspection &
Correction for Variance
3. After the Game;
Audit and Performance Report /
Reviews
 P
R
O
C
People E Performance
S
S
E
S
 Level 1
CSFs
Strategy Dev.
with KPIs and
and
Goal Deployment Targets

Level 2 Process
} Process Performance
Management Measures

Performance Measurement Framework

 Level 3
Individual Performance
Performance Appraisal
Management

Quality Costing
Level 4 Self-Assessment
Review Benchmarking
Performance ABC etc

Performance Measurement Framework

 Level 1
CSFs
Strategy Dev.
with KPIs and
and
Targets
Goal Deployment

Level 2 Process
Process Performance
Management Measures

Level 3
Individual Performance
Performance Appraisal
Management

Quality Costing
Level 4
Self-Assessment
Review Benchmarking
performance ABC etc

Performance Measurement Framework

 Let US
add Value into
ISO-9001 QMS
by blending
the Principles of
Total Quality
to achieve
Excellence
 Organization
Vision, Goals
and Strategies
Benchmarking
(Process Visualize
Mission Capability) ideal BPR
processes
Critical Success Process
Factors and analysis
KPIs
Define
Decide Measurement
Opportunities
Core
Processes
ISO 9001 for Process of Progress
Improvement Priorities

Self-assessment Continuous Improvement

People
Development Education, Training,
and Development

Framework for Total Organizational Excellence

 Organization
Vision, Goals
& Strategies

Mission

Critical
Success Factors
& KPIs

Core
Processes
Framework for Total Organizational Excellence
 Organization
Vision, Goals
and Strategies

Mission
Process
Critical Success
Factors and
Analysis
KPIs

Core ISO 9001

Processes

Self-Assessment
ISO-9004
Or EQA

Framework for Total Organizational Excellence

HOW to Create TQ ?
What TOOLS
are required
to create TQ Systems in
Pakistani Organizations?
HOW to Create TQ ?
We in Pakistan resolve
To create TQ
Using
Seven STRATEGIC Q Tools
as well as
Basic Seven SQC Tools and SPC
Mindset !
HOW to Create TQ ?
Seven New Tools of
Quality serves the
Leadership Function
And
Seven Old Tools of SQC
serves the
Management Function
HOW to Create TQ ?
Should management create orde
amid Global Complexity?
OR
Is Leadership is needed to
stimulate the TQ Organizationa
Change?
HOW to Create TQ ?
What required FIRST,
is
World-Class
LEADERSHIP
&
COMMITMENT
HOW to Create TQ ?

We want to build a Road!

Should we…………..
First Clear the Tree,
Move the Earth, and
Pave our Road………..OR
HOW to Create TQ ?
We need to survey area,
Think what kind of Road,
Where we want to Build,
AND………
How we want to
build it! ( STRATEGY)
HOW to Create TQ ?
(Prof. John P. KOTTER)
Management begins with Planning for
Budgeting
WHILE
Leadership begins with
Planning for
Setting a Direction!