Western Mindanao State University

College of Engineering
COMPUTER ENGINEERING DEPARTMENT

HAND-OUT
Prepared by Engr. Nadine Evangelista for

BES142 Technopreneurship
BSCpE-4 SY 2022-2023 2nd Sem

Total Quality Management

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HISTORICAL PERSPECTIVE

• Total quality movement started when Japanese corporations initiated innovative changes to
improve the perceptions of Japanese products.

• Dr. W. Edward Deming is largely credited for setting Japanese business upon the course that
has made them Number One in quality throughout the world.

• Today, companies all over the world have begun to recognize that QUALITY is the only way
to ensure long term competitiveness and survival.

• Achieving QUALITY means learning about both the internal and external ever-changing
service needs of an organisation and addressing these expectations for quality through a
progressive improvement “mindset”.

• That “mindset” is the one the Japanese learned decades ago.

• It has also become the guiding goal of progressive organisations ever since.

THE CHALLENGES OF TOTAL QUALITY TO SERVICE ORGANIZATIONS

Although, the historical origins of TOTAL QUALITY were derived from the corporate sector, the basic
principles of QUALITY SERVICE, TEAMWORK and EMPLOYEE EMPOWERMENT have been
successfully adopted in many service organisations.

In recent years, an increasing number of service organisations have adopted total quality programs to
manage the changing an complex needs of those they serve.

WHAT ARE THE CHALLENGES?

• Diverse needs of customers
• Intensified competition among service organisations
• Escalating operating costs
• Demands for higher levels of service and professionalism
• Persistent public demands for accountability

WHAT IS QUALITY?
• It is doing the right thing right the first time, everytime, in satisfying customer’s needs.
• Quality goes beyond just selling quality products.

WHAT IS QUALITY CONTROL?

• It places emphasis on inspection and checking and takes out scrap
• The role of the inspector is to check the work of others.
• The focus is on the amount of Work

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Western Mindanao State University
College of Engineering
COMPUTER ENGINEERING DEPARTMENT

HAND-OUT
Prepared by Engr. Nadine Evangelista for

BES142 Technopreneurship
BSCpE-4 SY 2022-2023 2nd Sem

Total Quality Management

———————————————————————————————————————————————————————————————
WHAT IS QUALITY ASSURANCE?
• It works to systems and procedures
• Designs quality where possible and follow a particular method
• It helps in consistency and conformance
• The focus is the WAY work is done.

WHAT IS QUALITY MANAGEMENT?

• Every is responsible for the quality of his/her own work, i.e. check own work before
passing / submitting the work.
• This implies doing the right thing right the first time and all the time.
• Remember that the customer sets the standards.
• The focus is the RESULTS of what is done.

WHO IS THE CUSTOMER?

• The recipient of ones’s output.
• EXTERNAL CUSTOMER. Traditional buyer or recipient of products or services.
• INTERNAL CUSTOMER. In production line or process, the next person is the customer.
• The customer is the sole judge of the existence of quality.

WHAT IS THE CONCEPT OF MARKET-IN?

• It is the concept which means putting oneself in the customer’s place, understanding therby,
providing and satisfying his specified requirements.

WHAT IS THE CONCEPT OF QUALITY FIRST?

• The customer is the ultimate judge of quality.
• His/her full satisfaction should be the first priority in Business Management

WHAT ARE THE QUALITY MYTHS?

• Quality is Expensive. Quality products conjure images of luxury, elegance, class and are,
therefore, unaffordable.
• To achieve QUALITY, we would need modern equipment and more people to
undertake layers of control.

WHAT ARE THE QUALITY FACTS?

• Quality is not merely an attribute of a product or service.
• Quality is an attitude embodied by every employee/person in the organisation.

WHAT ARE THE PROGRESSIVE QUALITY IMPROVEMENT PROCESS?

• Determine Customer Expectations.
• Understand the Current Process
• Select Improvement Opportunities
• Root Cause Analysis
• Generate Possible Solutions
• Evaluate Possible Solutions
• Implement Quality Solutions
• Hold Gains/Reward Efforts
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Western Mindanao State University
College of Engineering
COMPUTER ENGINEERING DEPARTMENT

HAND-OUT
Prepared by Engr. Nadine Evangelista for

BES142 Technopreneurship
BSCpE-4 SY 2022-2023 2nd Sem

Total Quality Management

———————————————————————————————————————————————————————————————

WHAT ARE THE 10 COMMANDMENTS OF TQM?

1. The Customer is the most important person in any service organisation.

2. The Customer is not dependent on us - we are dependent on him or her.
3. The Customer is a part of our process - not an outsider.
4. The Customer does us a favour when she/he calls - we are not doing him/her a favour by serving
him/her.
5. The Customer is not a thing - she/he is a person with feelings like our own.
6. The Customer is not someone to argue or match wits with.
7. The Customer is a person who brings us his/her needs, it is our job to meet those needs.
8. The Customer is deserving of the most courteous and attentive treatment we can give him/her.
9. The Customer is the person who makes it possible to pay our salaries, no matter what our position is
within the organization.
10. The Customer is the lifeblood of every organization.

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