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TOTAL QUALITY

MANAGEMENT (TQM)

DEFINITION OF TQM:TQM is an integrative participatory effort of all involved members in a process for continuously improving the quality of products and processes to gain long-term success through customer satisfaction.

OBJECTIVES OF TQM:1.

2.
3.

Cent-per-cent customer satisfaction. Zero defects. Continuous improvement.

BENEFITS OF TQM:It means quality at source.  Through Statistical Process Control and Failure Analysis, defects are addressed.  It improves market share of the company.  It creates satisfaction among the workforce and customers.  TQM seeks continuous improvement of processes and products.  TQM system improves the efficiency of people and machine.

ELEMENTS OF TQM:1. 2. 3. 4. 5. 6.

7.
8. 9.

Cross-functional product design. Process management. Supplier quality management. Customer involvement. Information and feedback. Committed leadership. Strategic planning. Cross-functional training. Employee involvement.

PRINCIPLES OF TQM:1. 2. 3.

4.
5. 6.

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Customer focused. Total employee involvement. Process centered. Integrated system. Strategic and systematic approach. Continual improvement. Fact-based decision making. Communications.

FIVE STRATEGIES TO DEVELOP TQM:1. 2. 3.

4.
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The TQM element approach. The ‘Quality Thinkers’ approach The Organization Model approach. The Japanese Total Quality approach. The Award Criteria approach.

EIGHT BUILDING BLOCKS OF TQM:1. 2.

3. 4.

Act always in line with the customers needs Develop an internal customer-supplier relationship. Measure value-added. Do it right at the first time.

Contd. 5. Work under the 7 zero banner: a) Zero disdain. b) Zero stock. c) Zero delay. d) Zero papers. e) Zero downtime. f) Zero defects. g) Zero accidents. 6. Focus on prevention. 7. Involve all participants in the enterprise. 8. Satisfy all the parties at the same time.

SEVEN STAGES OF TQM:Sullivan defines 7 stages of quality in Japan. They are: 1. Product oriented. 2. Process oriented. 3. Systems oriented. 4. Humanistic. 5. Society oriented. 6. Cost oriented. 7. Quality Function Deployment (QFD).

KEY CONCEPTS OF TQM AND THEIR OBJECTIVES:Approach  Scope  Scale  Philosophy  Standard  Control  Theme

→ Management Led. → Company wide. → Everyone responsible for Quality. → Prevention and not detection. → Right first time. → Cost of quality. → On-going improvement.

EIGHT PILLARS OF TQM:Focus on supplier relationship Focus on customers

Involvement of employees

Benchmarking

Eight Pillars

Improvement of Processes

Practice of Quality control tools and techniques

Development of teamwork

Creation of Quality Management Environment

DISASTERS IN MANAGEMENT:W. Edwards Deming’s & disasters in management are as follows:1. Lack of consistency of purpose to plan product and service that will have a market and keep the company in business and provide jobs.
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Emphasis on short term profits Personal review systems or evaluation of performance, merit rating, annual review and annual appraisal, by whatever name, for people in management, the effects of which are devastating.

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Mobility of management: Job hopping. Use of visible figures only for management, with little or no consideration of figures that are unknown or unknowable. Excessive medical costs.

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Excessive costs of liability.

Project made by:
Avani Dodia- 63

Vipul Hegde- 69

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