Presentation on: instituting

total quality management

programs

Presented by: Ayesha –Yasin

Roll no:31
BS-IT 3rd Semester
IN THE NAME OF ALLAH
THE MOST MERCIFUL AND
BENIFICIAL
WHAT IS QUALITY?
 Quality can be defined as the totality of
features and characteristics of a product or
service that bears on its ability to satisfy given
needs
 To put this in another way ,quality measures
how well a product or service meets customer
needs.”
 The basic consideration is thus always extent
to which the product or service meets
customer ‘s expectation

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Quality Management :
 Quality management is a method for ensuring
that all the activities necessary to design
,develop and implement a product or service are
efficient with respect to the system and its
performance.
 Quality management is focused not only on
product quality, but also the means to achieve it
 Quality management therefore manages
assurance and control of process as well as
products to more consistent quality

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Benefits of Quality
management:
 Enhancing your focus and help in
understand the customer needs
 Improved competitive edge
 Reduced costs
 Continually improving efficiency of your
operations
 Improved profits
 Added growth

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Quality Management
Principles:
 Customer Focus
 Leadership
 Involvement of people
 Process approach
 System approach management
 Continual improvement
 Decision making
 Mutually relationships with supplier

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Customer Focus
 Organization depends on their customer and
therefore it is necessary to understand the
needs of the customer and strive to exceed
customer expectation
 LEADER SHIP:
Leader establish unity of the purpose and
direction of the organization by which
employees will understand and motivated
towards the organization’s goals

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Involvement of the people
 People at the all level is important for
the organization because their
involvement contribute to continual
improvement of quality
 PROCESS APPROACH:
A desired result is obtained more
efficiently when activities and related
resources are managed as a process

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SYSTEM APPROACH TO MANGEMENT:
Identifying, understanding and managing
interrelated process as a system contributes
to the organization’s effectiveness and
efficiency in achieving its goals.Ability to
focus on the key process
DECISION MAKING:
Effective decision are made based on the
analysis of the data and information available

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Continual Improvement:
 Continual improvement of the organization
overall performance should be a permanent
objective of the organization
 Mutually beneficial supplier relationships:
An organization and its supplier both
independent and mutually beneficial
relationship between them enhances the
ability of both to create value of product

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INTERNATIONAL
STANDERDS OF QUALITY:
 Doing business internationally means the
firms must show it complies with ISO 9000
,the written standards for quality management
and assurance of the International
Organization for Standardization
 To prove that company quality
manuals,procedures, and job instructions all
comply with the ISO standards.

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ISO 9001:
 ISO 9001 is a organization of standards of
quality management systems
 ISO 9001 is maintained by the ISO,the
international organization of standardization
 A company or organization whose
performance is according the requirements of
ISO is publicly state that it is “ ISO certified
or”” ISO 9001 registered ”

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Requirements of the ISO:
 Some of the requirements of the ISO
 A company has a set of procedures that
cover all key process in the business
 Monitoring process to ensure they are
effective
 Keeping adequate records
 Checking output for defects,with appropriate
and corrective actions where necessary
 Facilitating continual improvement

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Quality Terms
 Quality improvement :
The process of improving the quality of
product or service
• Quality control:
Quality control is the ongoing effort to
maintain the process of quality
improvement

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Quality assurance:
Quality assurance is the planned or
systematic actions necessary to provide
enough confidence that the product or
service will satisfy the given
requirements of the quality

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IMPROVEMENT OF THE
QUALITY:
Improving quality is a necessity to companies
all over the world
 Globalization of competition has done more
than just force firms to become more
efficient ;it has raised the quality bars too, by
forcing competitors in industries ranging from
cars to computers to phone services to meet
and exceed the quality of the firms with which
they compete.HR plays a central role in
improving products and service quality

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Total Quality Management
programs:
 A type of program aimed at maximizing
customer satisfaction through continuous
improvements.In the united states, this
approach often goes by the name continuous
improvement or zero defects or six sigma
 An award created by the U.S Department of
commerce to recognize quality efforts of U.S
companies is called American Baldridge
Awards

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 Sixsigma and zero defects are the
business strategies to seeks or remove
the causes of defects and errors in
business process

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Implementing TQM at the
Florida power & light
 Florida’ s largest utility ,was the first company
outside Japan to win the Deming Price,which
is similar to the America’s Baldridge
Awards,the price recognizes outstanding
achievement in quality control management.
 The steps that FPL took to win the award
helps involved total quality management
programs and the role of the HR
management in doing so are.

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Phases of the quality
management program:
 FPL’s quality improvement program
includes three main phases
 Policy deployment
 Quality improvements teams
 Quality in daily work

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Policy Deployment:
 Policy deployment is the process through which
the company focuses on its resources on
achieving customer satisfaction .
 Policy deployment provides direction
 At FPL,the policy deployment process by
determining what FPL customer wanted and then
compiling these needs in a customer needs
table .Specifically ,annual surveys were made of
customer needs and then summarized into five or
six main customer needs categories.These drive
corporate agenda

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 Corporate Agenda: is the plans
regarding specifically where the
company’s employees should focus
their quality improvement efforts .At
FPL, the needs emerging from the
customer needs assessment

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 At FPL ,customer needs assessment included
 Improve public confidence in safety programs
 Reduce the number of complaints to the
Florida Public service company service Commission
• Improve the reliability of electric service
o Continue to emphasize safe,reliable and efficient
operation of nuclear plants
o Strengthen fossil fuel plant reliability and availability

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 Such needs are translated into more
measurable goals, which refers to as polices
at FPL , are then distributed to all
employees ,it reminds one and all to check
whether their QI teams and daily work are
contributing to the corporate vision .It is
through policy deployment that the
measurable quality objectives of FPL are
deployed through out the company and
facilities,thus giving process its name

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Quality Improvement Teams:
 At FPL and many firms ,most total
quality efforts rely on quality
improvement teams
 Quality improvement teams are groups
of specially trained employees who
meets at the work for an hour or so
once each week to spot and solve
quality programs at work

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 FPL used several types of teams which
is described below :
 Functional team
 Cross-sectional team
 Task team
 Lead team

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Functional Team:
 A quality improvement team composed of
volunteers who typically work together as
natural work units on the daily basis
 They generally choose their own problems
and meet 1 hour each week.The basic aim
here is to involve employees in improving
their daily work activities to enhance the
quality of their work life and to develop their
skills

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Cross-functional Team:
 Cross-sectional team is quality improvement
team are formed to address problems that cut
across organizational boundaries
 TASK TEAM:
 Tasks teams members are appointed from
one or more departments to work on specific
high –priority assigned problems .When these
problems are solved ,the task team is
disbanded

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Lead teams
A quality improvement team headed by
a vice president or other manager that
serves as a steering committee for all
the teams that operate in its area. It is a
lead team,for instance ,that decides
how employees are assigned to serve
on the various teams and establishes
guidelines regarding duration of team
meetings

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Quality in Daily Work:
 In addition to policy deployment and quality
improvement teams,FPL encourages quality
in daily work
 QIDW means individual employees are urged
to identify their customers and their needs
 The basic purpose of the QIDW is to
encourage individual employee to apply a
quality improvement plans to their individual
jobs

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Human resource Management
&Quality management effort
 The steps including how HR contribute to the
company improvement efforts are:
 Make sure all teams work within the policy
deployment process to ensure their efforts
are consistent with the firm’s goals
 Do not institute quality improvement teams
separate ,parallel organization structures
.Simply trying to superimpose them and they
work together in a company for the quality
improvement of the company

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 Do not treat the quality improvement programs
as if it has the end.It is important to emphasize
that it is really a systematic and continuing way
of doing business, one that has no end
 Recognize that training is essential .Quality
improvement is successful because of the
training continually upgrades the problem
analysis and statistic skills of employees which
helps employees to solve problems

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 HR must know that by rising the quality
productivity must increase so HR only
focus on the quality of the product or
service
 Recognize effort and encourage
employees and reward them in a
concrete manner,not just with money
but with rewards like merchandise

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HR and ISO 9000
 HR practices are also the integral part
of the companies efforts to achieve the
ISO 9000 certification
 Employee training and related HR
activities such as selection play
important role in gaining ISO
certification.

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