Total Quality Managment

Prepared By: Engr Muhammad Umair Jamal

Recommended Books
• Total Quality Management by Dale H. Basterfield.
• Total Quality Management by Subburaj Ramasamay.
• Fundamentals of Quality Control and Improvement by Amitva Mitra
(2nd ,3rd Edition).
 CLOs-PLOs Mapping

CLO-1 . C1 P5
Cognitive
Total Quality Management

CLO-2 . C2 P6
Cognitive
MM-414

CLO-3 C3 P12
Cognitive
Quality Definitions
• Quality is conformance to requirements or specification (Crosby
1979).
• The totality of features and characteristics of a production or service,
that bear on its ability to satisfy a given or implied need (As per ISO
9000 Standard)
• Quality means productivity, competitive Cost, Time Delivery and total
Customer Satisfaction.
User Based Definition
• Fitness for intended use.
• Satisfying Customer need.
Value-Based Definition
• Relationship of usefulness or satisfaction to price.
• A Quality product is one that is as useful as competing products and is
sold at a lower price.
Manufacturing- Based Definiton
• Conformance to specification or desirable outcome of the engineering
and Manufacturing practice
• Targets and Tolerances: 236 +/- 1mm
Customer- Driven Quality
• Meeting or exceeding customer expectations
• Customer can be
Consumers
External Customers
Internal Customers
Definition
• TQM is defined as both a philosophy and set of guiding principles that
represents the foundation of a continuously improving organization.

Do the right thing

Every time

Right the first time

What’s the GOAL of TQM
• TQM is considered a customer-focused process and aims for continual
improvement of business operations.
• It strives to ensure all associated employees work toward the
common goals of improving product or service quality, as well as
improving the procedures that are in place for production.
• TQM is peoples focused management system focuses on increasing
customer satisfaction and reducing costs through continuous
improvement.
Basic Approach of TQM
TQM requires six basic concept:
• A committed and involved management to provide long term, top to
bottom organizational support.
• Focus on customer.
• Effective involvement and utilization of entire work force
• Continuous improvement of the business and production processes.
• Treating supplier as partner.
• Establish performance measurements.
Characteristics of Successful TQM
companies
The Characteristics that are common to companies that successfully implement TQM in their
daily operation are as follows:
• Strives for owner/customer satisfaction and employee satisfaction.
• Strive for accident-free jobsites
• Recognize the need for measurement and fact- based decision making.
• Arrange for employees to become involved in helping the company to improve.
• Train extensively.
• Work hard at improving communication inside and outside the company.
• Use teams of employees to improve processes.
• Place a strong emphasis on the right kind of leadership.
• Involve subcontractor and suppliers in continuous improvement.
• Strive for continuous improvement.
TQM Principles
• People will produce goods and services when the meaning of quality is expressed daily
in their relations.
• Inspection of process is a important as inspection of the product.
• Probability of variation, can be understood by scientific method
• Workers work in the system to improve the system; Managers work on the system to
improve the system.
• TQM must be consistently translated into guidelines provided to whole organization.
• Envision what you desire, but start working from where you actually are.
• Cleaner site and safer place to work is also important.
• Accept the responsibility of Quality.
• Use principle get the right, the first time, every time.
Steps in Implementing TQM
• Obtain CEO commitment
• Educate Upper-Level Management
• Create Steering Committee
• Outline the Vision Statement, Mission Statement and Guiding Principles
• Prepare a flow Diagram of Company Processes
• Focus on the owner/ Customer and surveys
• Consider the employee as an internal owner/custermer
• Provide a Quality Improvement teams
• Implement process improvements
• Use of Tools of TQM
• Know the benefit of TQM
Vision and Mission Statements

• The vision statement describes how the world will be different

because of the existence of the group,
• While the mission statement provides the 'vehicle' for the vision; it
describes the means that will be used to achieve the desired future.
Vision Statement - Procter & Gamble

• Procter & Gamble’s vision is to be, and be recognized as, the best
consumer products company in the world.
Mission Statement - Procter & Gamble

• Procter & Gamble will provide branded products and services of

superior quality and value that improve the lives of the world’s
consumers. As a result, consumers will reward us with industry
leadership in sales, profit, and value creation, allowing our people,
our shareholders, and the communities in which we live and work to
prosper.
Mission Statement Components

• Customers—Who are the firm’s customers?

• Products or services—What are the firm’s major products or services?
• Markets—Geographically, where does the firm compete?
• Technology—Is the firm technologically current?
• Concern for survival, growth, and profitability—Is the firm committed to growth and
financial soundness?
• Philosophy—What are the basic beliefs, values, aspirations, and ethical priorities of the firm?
• Self-concept—What is the firm’s distinctive competence or major competitive advantage?
• Concern for public image—Is the firm responsive to social, community, and environmental
concerns?
• Concern for employees—Are employees a valuable asset of the firm?