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Total Quality Management (TQM)

2009-11 PGDM Term 5 Elective Course Credits: 3 Faculty: Dr. R. Jagadeesh

In this session
Introduction faculty, students, course outline, policy and other details Books and other resources Survey on awareness about quality Formation of student groups What happens if there is no quality? Product recalls Video clip on Quality Management Introduction to TQM Introducing LAQTAAQ Big Q and small q

Total Quality Management

Introduction faculty, students, course outline, policy and other details (Please refer to Reading Material

Books and other resources

Huge amount of resources on the net Articles, News Letters, Books, Video clips, Case studies,..

Dale H. Besterfield, Carol Besterfield-michna and Glen H. Besterfield. Total Quality Management, Pearson Education, 3rd Edition, 2008

Donna C. S. Summers. Quality Management : Creating and Sustaining Organizational Effectiveness / Pearson Education, New Delhi, 2005.

Howard S. Gitlow, Rosa Oppenheim, Alan Oppenheim, David Levine. Quality Management. Tata MCGraw Hill, New Delhi, 3rd Edition, 2009.
James R. Evans and William M. Lindsay. The Management and Control of Quality, Thompson South-western, 6th Edition, 2006.

Survey on your awareness about quality

How well are you informed about Quality? Please answer the questions and let us know!

Formation of student groups

1. Please pick one paper slip 2. Note down the number (This is your group number) 3. Write your name 4. Return the slip

A better understanding of quality is possible by first asking what happens if there is no quality.

If there is No Quality? August 2009 Toyota is recalling close to one-million Scion and Corolla vehicles. If these vehicles are driven in extremely cold conditions there is a possibility that the moisture on the positive crankcase ventilation (PCV) port may condense and seep into the brake system vacuum port, where it could freeze and cause partial braking failure.

If there is No Quality?
August 5, 2009 La Siesta Yayita Baby Hammocks are being recalled by Kaplan Early Learning Company, of Lewisville, North Carolina.
The recalled baby hammock can flip over, posing a serious fall hazard and strangulation hazard to infants who become entrapped in the seats restraint straps while upside down.

If there is No Quality?
July 2, 2009 iPhone users around the world are complaining about buying hot iPhones, Some iPhones are having the same type of overheating battery problems prevalent in other small computer batteries which have been recalled over the last few years

If there is No Quality?

May 2, 2009 Hydroxycut Recall Alert: The FDA is warning consumers to stop using Hydroxycut health supplements due to an association with serious liver damage.

If there is No Quality?

More reports of erratic behavior and suicide have been associated with the use of Chantix, a drug that was designed to help people stop smoking and was approved by the Food and Drug Administration just under two years ago. In November 2007, the FDA issued a statement that they are reviewing the possible Chantix suicide side effects and that there have been over 100 reports received of suicidal thoughts and severe behavioral changes within just a few weeks of taking the drug.

Maruti recalls 500 Zens on faulty engine assemblies

TIMES NEWS NETWORK - FRIDAY, AUGUST 12, 2005 NEW DELHI: In whats billed as the first major recall in the car industrys big volume B-segment, market leader Maruti is calling back roughly 500 Zens. The company said these cars engine assemblies have been diagnosed with coolant leakage.

When contacted, a Maruti spokesperson said: Although Maruti has not received a single customer complaint on this issue, we are moving proactively to rectify the problem. We have identified a batch of 500 cars that may be impacted, out of which only a few may have the problem. But out of abundant caution, we are changing the concerned component in all these 500 customer cars. The affected cars may have been bought during June and July 05, and all customers are being informed individually through dealers.

If there is No Quality?

Hyundai Motor India had replaced the grill of its Elantra because the customers reacted badly to it. Daimler-Chrysler too had replaced faulty brake sensors in its cars. Honda Siel recalled more than 2,000 Accords sold in India to replace faulty parts..

Ford Motor Company recalls one million passenger cars (due to wiper motor defect)

Firestone Tyre Company recalls 3.5 million tyres. (defective tyres leading to 200 deaths) General Motors Europe recalls 88,000 Corsas (due to battery and seat adjustment defects)
Mitsubishi Motors recall 400,00 vehicles (due to faulty parts)

Maruti Udyog Limited

Reports that out of 50,000 vehicles sold between January and April 1997, about 1500 cars are fitted with defective pinion in the steering assembly. Decides to recall the vehicles.

Maruti Udyog Limited

Notifies 75728 Omni MPFI vehicles as having improper routing of hose. Informs the customers through advertisement dated 06 October 2001 to get their vehicles checked and repaired.

If there is No Quality, what are the consequences?

To the customer Damages Injuries Loss of life Loss of property Loss of money, time, energy,..

If there is No Quality, what are the consequences?

To the manufacturer Recalls Legal battles Loss of goodwill

Refunds Replacements Reworks Scrap

When there is No Quality, both the manufacturer and the customer suffer. Others directly or indirectly associated with the product/service will also suffer. In general it is a loss to the society

Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.

Peter Drucker

American (Austrian-born) management writer (1909 - 2005)

Video clip on Quality Management

What is Quality?
In general, the definitions can be divided into: An internal orientation, from companys perspective. An external orientation, from the customers perspective.

A Definition of Quality Used by Many Companies:

Quality is consistently
meeting or exceeding the customers needs and expectations

Total Quality Management

A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.


Clearly defining what Quality is Developing quality standards Developing meaningful measurements of quality Conducting quality training for the entire organization

Quality Policy
Defect Prevention
and NOT Defect Detection and Subsequent Correction

Introducing LAQTAAQ
Learning About Quality Through Abbreviations, Acronyms, and Quotations (LAQ TAAQ)

Learning About Quality Through Abbreviations, Acronyms, and Quotations (LAQ TAAQ)
A shortened form of a word or a phrase

A word formed by the initial letters of several words

A passage or expression cited for a specific purpose or context, usually attributed to famous or popular sources or persons

Quality comparison?
Fix Or Repair Daily
Fix It Another Time

Session 1- (LAQ TAAQ)


Together Everybody Achieves More

We are what we repeatedly do. Excellence, then, is not an act, but habit - Aristotle

Big Q and small q

Expression that contrasts the difference between striving for quality in all of the firm's products and processes (the big 'Q') and striving for quality in a limited or specific area (the little 'q'). Read more: ion/big-Q-little-q.

Quality A Long Journey?