TOTAL QUALITY

MANAGEMENT

Introduction and History

1
What is Total Quality Management?

 Total Quality management (TQM) is defined as

a continuous effort by the management as well
as employees of a particular organization to
ensure long term customer loyalty and customer
satisfaction.

2
History of Quality Management

 In early 1900, the work of Frederick Taylor

led to a new philosophy of production

3
Leaders in the Quality Revolution
 W. Edwards Deming
 Joseph M. Juran

 Philip B. Crosby

 Kaoru Ishikawa

4
W. EDWARDS DEMING
 William Edwards Deming was
an American engineer,
statistician, professor, author,
lecturer, and management
consultant.
 Born: October 14, 1900,
Sioux City, Iowa, United States
 Died: December 20, 1993
 Education: Yale University

5
 Invited by Japanese Union of
Scientists and Engineers (JUSE) to
lecture on statistical quality control
 One of strongest proponents of
quality management
 Credited with rapid revival of
Japanese economy after WW2

6
 Deming’s 14 Points

1.Create constancy of purpose towards

the improvement of products and services
2. Learn the new philosophy.
3. Understand the purpose of inspection.
4. End business practices driven by price
alone.
5. Constantly improve system of production
and service.

7
6. Institute training on the job
7. Teach and institute leadership.
8. Drive out fear and create trust.
9. Break down barriers between departments
10. Eliminate slogans, exhortations and targets
for work force.
11.a) Eliminate numerical quotas for
production. Instead, learn and
institute methods for improvement.

8
 11.b) Eliminate MBO. Instead learn the
capabilities of processes and how to improve
them.
 12. Remove barriers that rob people of pride
of workmanship.
 13. Encourage education and self-
improvement.
 14. Take action to accomplish the
transformation. Make it everyone’s job.

9
JOSEPH M. JURAN
 Joseph Moses Juran was a Romanian-
born American engineer and
management consultant. He was an
evangelist for quality and quality
management, having written several
books on those subjects.
 Born: December 24, 1904, Brăila,
Romania

 Died: February 28, 2008,

Rye, New York, United States

 Education:
Loyola University School of Law
(1931–1935)

10
 Juran’s Quality Trilogy
 Quality planning
 Quality control
 Quality improvement

www.juran.com

11
 Quality planning – process of preparing to
meet quality goals
 Determine the customers
 Identify customers’ needs
 Develop products/services that respond to
customer needs
 Develop systems and processes
 Deploy plans to operational levels

12
 Quality control – process of meeting quality
goals during operations
 Assess actual quality performance
 Compare performance with goals
 Act on difference between performance and goals

13
 Quality improvement – process of breaking
through to unprecedented levels performance
 Develop necessary infrastructure for quality
 Identify specific areas for improvements
 Establish project teams
 Provide teams with support

14
The Juran
Trilogy
Quality
Improvement

Quality
Control

Quality
Planning

15
Juran’s approach similar to Deming
 -top management commitment

 -need for continuous improvement

 -use of quality control techniques

 -importance of training

16
PHILIP B. CROSBY
 Philip Bayard "Phil" Crosby, was a
businessman and author who
contributed to management theory
and quality management practices.
Crosby initiated the Zero Defects
program at the Martin Company.
 Born: June 18, 1926,
Wheeling, West Virginia, United St
ates
 Died: August 18, 2001,
Asheville, North Carolina, United S
tates
 Education:
Kent State University College of
Podiatric Medicine
(1946–1950) 17
Quality is free . . . :
“Quality is free. It’s not a gift, but it is free.
What costs money are the unquality things --
all the actions that involve not doing jobs right
the first time.”

18
 zero-defect
 -conformance to requirements

 - prevention of mistakes by doing

things right the first time.

19
Kaoru Ishikawa
 Kaoru Ishikawa was a Japanese
organizational theorist, Professor
at the Faculty of Engineering at
The University of Tokyo, noted for
his quality management
innovations. He is considered a
key figure in the development of
quality initiatives in Japan,
particularly the quality circle.
 Born: July 13, 1915, Tokyo, Japan
 Died: April 16, 1989, Japan
 Education: The University of
Tokyo

20
Ishikawa

 Instrumental in Japanese strategy for quality

 Company-Wide Quality Control (CWQC).
 Team-based problem solving
 Seven problem-solving tools
 Also known for promoting quality circles

21
Ishikawa defines quality:

 Quality and customer satisfaction are the

same thing
 Quality is a broad concept that goes beyond
just product quality to also include the quality
of people, processes, and every other aspect
of the organisation.

22
THANK YOU

23