What is Quality ? Conformance to specification Fitnessfor use Value for price paid. Support service Psychological
Quality is defined as ‘ the totality features
and characteristics of the product that satisfy consumer needs or intended purpose”. The eight dimension of quality 1. Performance 2. Feature 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived quality TQM Total-made up of the whole Quality-degree of excellence a product or service provides Management-act, art or manner of planning, controlling, directing… Therefore, TQM is the art of managing the whole to achieve excellence. WHAT IS TQM? Meeting quality expectations as defined by the customer. Integrated organizational effort design to improve quality of processes at every business level. History of TQM Name 1.Walter A. Shewhart 1920s and1930s Grandfather of Quality control (1891-1967) Concept of “Control chart” 2.W. Edwards Deming 1940s and1950s Father of Quality Control (1900-1993) Concept of “PDCA cycle” 15% worker & 85% system eror 3.Joseph M. Juran 1950s Define quality-Fitness for use (1904-2008) Cost of quality, Quality Triology 4.Armand V. Feigenbaum 1960s Concept of Total Quality Control 5.Philip B. Cosby 1970s Zero defects philosophy (1926-2001) Do it right the first time. 6. Ishikawa (1915-1987) Cause and effect diagram TQM philosophy Focus on customer Continuous Improvement Quality at source Employee empowerment Traditional approach and TQM Quality element Previous State TQM Definition Product-oriented Customer-oriented Priorities Second to service and cost First among equals of service and cost Decisions Short-term Long-term Emphasis Detection Prevention Errors Operations System Responsibility Quality control Everyone Problem solving Managers Teams Manager’s role Plan, assign, control and Delegate, coach, facilitate enforce and mentor Element of TQM Key element General eight element Focus on customer Ethics Integrity Employee involvement Trust Training Continuous improvement Teamwork Leadership Recognition Communication Ways of Improving quality Plan-Do-Check-Act (PDCA) cycle • Also called Deming wheel • Circular, never ending problem solving process Quality Function Deplotment (QFD) • Used to translate customer preferences to design Seven tools of Quality Control • Tools typically taught to problem solving teams Steps in TQM process PLAN DO
1. Policies and objectives 3. Education and training
2. Methods to achieve objectives 4. Implementation of changes
ACT CHECK
7. Prevent undesired effects 5. Observe result
8. Measure for improvement 6. Analyse result How to implement TQM Process improvement tools Benefits of TQM Greater customer loyality Market share improvement High stock price Reduce service calls Higher prices Greater productivity Barriers in successful TQM Lack of understanding of the TQM concept. Absence of visible support from senior and top management. Many layers of existing organisation structure. Poor internal communication. Heavy workloads. Conclusion Remember the earth revolves around the Customer.
Quality begets customers and customers
begets quality. Let us all have action plans to support quality, this will make the customer happy and by following TQM success will be achieved. 31 Thank you