Course Title : Total Quality Management (TQM)

Course Code : 19JBSO404

Course Facilitator: Dr. KS SRINIVASA RAO

 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Kaizen is a Japanese term meaning "change
for the better" or "continuous improvement."
• It is a Japanese business philosophy regarding
the processes that continuously improve
operations and involve all employees.
• Kaizen sees improvement in productivity as a
gradual and methodical process.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• The Kaizen approach consists of
5 founding elements :
1. Teamwork,
2. Personal Discipline,
3. Improved Morale,
4. Quality Circles,
5. Suggestions for Improvement.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• The Four Main Kaizen Principles are:
1. Visualize – tools that will help you visualize
what your change process will look like.
2. Measure – Being consistent is key to making
improvements.
3. Improve – The principles of kaizen are split into
four categories: process, product, people, and
environment.
4. Repeat – Repeat the process.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• The three pillars of Kaizen that are critical to
achieving the goals:
1. Standardization
2. 5S
3. Elimination of Waste
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Standardization: The standards ensure that goods or services produced in a specific
industry come with consistent quality and are equivalent to other comparable
products or services in the same industry. Standardization also helps in ensuring the
safety, interoperability, and compatibility of goods produced.
• 5 S: In Japanese, the five S's are Seiri, Seiton, Seiso, Seiketsu, and Shitsuke. In English,
the five S's are translated as Sort, Set in Order, Shine, Standardize, and Sustain
• Elimination of Waste: Waste elimination is one of the most effective ways to increase
the profitability of any business, and waste elimination is one of the leading ideas of
lean manufacturing. Companies can speed up the process of converting raw
materials into a product or service to help increase cash flow and eliminate that
waste.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Quality Standards are defined as documents that provide
requirements, specifications, guidelines, or characteristics that can
be used consistently to ensure that materials, products, processes,
and services are fit for their purpose.
• Standards provide organizations with the shared vision,
understanding, procedures, and vocabulary needed to meet the
expectations of their stakeholders. Because standards present
precise descriptions and terminology, they offer an objective and
authoritative basis for organizations and consumers around the
world to communicate and conduct business.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Four levels of Standardization:
1. Compatibility,
2. Interchangeability,
3. Commonality and
4. Reference.
These Standardization Processes create Compatibility,
Similarity, Measurement, and Symbol Standards.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• WHY ARE STANDARDS IMPORTANT?
• For businesses: Standards are important to the bottom line of every organization.
Successful companies recognize standards as business tools that should be
managed alongside quality, safety, intellectual property, and environmental
policies. Standardization leads to lower costs by reducing redundancy,
minimizing errors or recalls, and reducing time to market.
• For the global economy: Businesses and organizations complying to quality
standards helps products, services, and personnel cross borders and also ensures
that products manufactured in one country can be sold and used in another.
• For consumers: Many quality management standards provide safeguards for
users of products and services, but standardization can also make consumers’
lives simpler. A product or service based on an international standard will be
compatible with more products or services worldwide, which increases the
number of choices available across the globe.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• ASQ (The American Society for Quality): Formerly the American Society
for Quality Control, is a society of quality professionals, with nearly
80,000 members.
• ASQ plays a vital role in the development of international standards.
• ASQ’s role is to administer the U.S. Technical Advisory Groups (TAGs) that
develop the most popular standards—ISO 9001, ISO 19011, ISO 26000,
and ISO 14001.
• Additionally, ASQ produces books, articles, case studies, webcasts,
training, and other supporting materials for individuals and organizations
looking to improve their use of and compliance to quality standards.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

Topic: Standard:
• ASQ QUALITY STANDARDS: Quality Management ISO 9000; ISO 9001
Year Edition Auditing ISO 19011
1996 1st Edition Environmental Management ISO 14000; ISO 14001
2004 2nd Edition Risk Management ISO 31011
2015 3rd Edition
Social Responsibility ISO 26000
Sampling by Attributes Z1.4
Sampling by Variables Z1.9
ISO 14001:2015 Food Safety ISO 22000
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Seven Wastes:
1. Inventory,
2. Motion,
3. Over-Processing,
4. Over-Production,
5. Waiting,
6. Transport, and
7. Defects.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Business Process Reengineering (BPR) is the practice
of rethinking and redesigning the way work is done
to better support an organization's mission and
reduce costs.
• Organizations reengineer two key areas of their
businesses.
• First, they use modern technology to enhance data
dissemination and decision-making processes.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Business Process Reengineering (BPR) involves the radical
redesign of core business processes to achieve dramatic
improvements in productivity, cycle times and quality.
• In Business Process Reengineering, companies start with a
blank sheet of paper and rethink existing processes to
deliver more value to the customer.
• BPR is typically pursued to improve processes, increase
productivity, reduce costs, improve customer service, and
provide a competitive advantage.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Seven Principles of BPR:
1. Shared Information.
2. Result oriented.
3. Reusable technology.
4. Just in Time.
5. Industry benchmarks.
6. Standardization around industry processes.
7. Outsourcing non-core activities.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Tools used in BPR:
1. Organizational Charts,
2. Workflow Analysis,
3. Benchmarking,
4. Job Descriptions,
5. Business Process Mapping
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• What are the 3C's of BPR?
1. Customer,
2. Competition and
3. Change.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• What companies use BPR?

Examples:
1. Airbnb,
2. T-Mobile,
3. Ford Motor Company
4. GTE,
5. Bell Atlantic
6. SBI
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Indian Cos go for Business Process Reengineering:

Source Link:
https://economictimes.indiatimes.com/indian-cos-go-f
or-business-process-reengineering/articleshow/43831
46.cms?from=mdr
Module 3: Continuous Process
Improvement
• Companies Using BPR:

• TASK: Each Student will identify a Indian company of

BPR implementation (without duplication)
• Give: Name of the Company, Justification of BPR
• Update Google sheet
• Google Sheet Link:
• https://docs.google.com/spreadsheets/d/
1x0BUPyjztgenXhzCQz6sHrbQJEtPmIVLe133KyBWt2Y/
edit?usp=sharing
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Total Quality Management (TQM) is a

management approach that seeks to
provide long-term success by providing
unparalleled customer satisfaction through
the constant delivery of quality IT services.
• In a TQM effort, all members of an
organization participate in improving
processes, products, services, and the
culture in which they work.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Key elements of Total Quality Management:

1. Integrity.
2. Trust.
3. Training.
4. Teamwork.
5. Leadership.
6. Recognition.
7. Communication.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• Principles of Total Quality Management

1. Customer focus.
2. Total employee commitment.
3. Process approach.
4. Integrated system.
5. Strategic and systematic approach.
6. Continual improvement.
7. Fact-based decision-making.
8. Communications.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• What are the 7 basic quality tools?

1. Stratification.
2. Histogram.
3. Check sheet (tally sheet)
4. Cause and effect diagram (fishbone or Ishikawa diagram)
5. Pareto chart (80-20 rule)
6. Scatter diagram
7. Control chart (Shewhart chart)
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• TQM leads to better products manufactured at

lower cost.
• The focus on using high quality information to
improve processes reduces waste and saves
time, leading to reduced expenses that can be
passed along to clients in the form of lower
prices.
• This creates customer loyalty and earns their
continued business.
 Module 3: Continuous Process Improvement
1. Juran’s Trilogy,
2. Kaizen, BPR and TQM,
3. Supplier importance Selections. Standards Quality audit, Supplier rating
systems, *Balanced score card. 

Kaizen, BPR and TQM:

• TQM
• Notable examples of companies that successfully implemented TQM:
1. Ford Motor Company,
2. Motorola,
3. Toyota.
4. Srinivasan becomes the first industrialist from India to be bestowed this
award for his contributions in the field of Total Quality Management
(TQM), TVS Motor Company said in a statement. The Deming Prize is
sponsored by Japanese Union of Scientists and Engineers (JUSE).
5. TATA Steel
Module 3: Continuous Process
Improvement
• Companies Using BPR:

• TASK: Each Student will identify a Indian company of

TQM implementation (without duplication)
• Give: Name of the Company, Justification of TQM
• Update Google sheet
• Google Sheet Link:
• https://docs.google.com/spreadsheets/d/
1x0BUPyjztgenXhzCQz6sHrbQJEtPmIVLe133KyBWt2Y/
edit?usp=sharing
Student Learning and Submission:
Post Class
https://www.mel
ocheinc.com/doc Readings /
*Balanced score
18 uments/mesure_ activities / CO3 *Asynchronous
card performance_en. LMS
pdf discussions -4
 
https://www.inv
estopedia.com/t
erms/b/balanced
scorecard.asp

Student Volunteers
day wise for BP