TQM Intro

Total Quality Management : 

Rana Jawad Quality Management System Head , DGM World Wide Ltd Editor , Quest for Excellence (a TQM magazine from Pak) Fellow, American Society for Quality (ASQ) Board Member, Asian Network for Quality (ANQ) Total Quality Management Resource Person Rana Jawad

Quality Definition: 

Quality Definition Quality is the conformance to requirements. (Crosby in 1979) Fitness for use. ( Juran 1970) The degree to which a system, component, or process meets specified requirements. (IEEE) Total Quality Management Resource Person Rana Jawad

Meaning of Quality : 

Meaning of Quality Quality means those features of products which meet customer needs and thereby provide customer satisfaction. This oriented to income. The purpose is to provide greater customer satisfaction and one hopes to increase income. Quality means freedom from deficiencies – freedom from errors that require doing work over again (rework) or that result in field failures, customer dissatisfaction, customer claims and so on. This definition oriented to costs and higher quality usually costs less Resource Person Rana Jawad

PowerPoint Presentation: 

Product features that meet customer needs Freedom from deficiencies Higher Quality enables companies to; Increase customer satisfaction Make products saleable Increase market share Provide sales income Secure premium prices The major effect on SALES Perception; Usually higher quality costs More Higher Quality enables companies to; Reduce error rates Reduce rework, wastes Reduce failures, warranty charges Reduce customer dissatisfaction Reduce inspection, test Shorten time to put new products on the market Increase yields, capacity Improve delivery performance Major effect on costs Actually : higher quality costs less Resource Person Rana Jawad

Quality equation:: 

Quality equation: Quality can be quantified as: Q = P/E where Q = quality P = performance E = expectation If Q is greater than 1.0 then the customer has a good feeling about the product or service from an organization Resource Person Rana Jawad

And Quality Measure means; : 

And Quality Measure means; “Quality measure” means to balance your work/performance with something This something can be customer’s; basic requirements expressed requirements latent (hidden) requirement (Courtesy: Dr. Noriaki KANO) Resource Person Rana Jawad

Quality Evolution : 

Quality Evolution Inspection Quality Control Quality Assurance Total Quality Management Reactive Approach Proactive Approach Detection Finding & Fixing mistakes Prevention Stop defects at source. Zero defects 1 2 3 4 Inspect products Incorporates QC/QA activities into a company-wide system aimed at satisfying the customer. (involves all organizational functions) Planned and systematic actions to insure that products or services conform to company requirements Operational techniques to make inspection more efficient & to reduce the costs of quality. (example: SPC) Resource Person Rana Jawad

PowerPoint Presentation: 

Resource Person Rana Jawad

Quality Control : 

Quality Control The purpose of quality control is to uncover defects and have them corrected so that defect-free products can be sent to customer. Quality control is limited to looking at products . Quality control is testing the final product against product quality standards. Quality control; operational techniques that are used to fulfill requirements for product quality . Total Quality Management Resource Person Rana Jawad

Quality Assurance: 

Quality Assurance Quality assurance is oriented toward preventing defects. It is defined by those activities that modify the development processes to prevent the introduction of defects. Quality assurance is more concerned with the processes that produce the final product, and making sure that quality is part of each phase. QA is about maturing the process towards minimum defect. It is about balancing methodology, leadership, and technology. It is about taking into account human factors as well as technological ones . Total Quality Management Resource Person Rana Jawad

TQM:: 

TQM: Sub-discipline of Management Science TQM, TQC, CWQC, QMS, QA or simply Quality Management It aims to define, set, control, and improve the effectiveness of an organization within its scope and limitations Introduced in Japan in 1950s, i.e. ~ 50 years old Initially labeled as Quality Control, then expanded into QA, QMS and then TQM Resource Person Rana Jawad

TQM : : 

TQM : is the set of management processes and systems that create delighted customers through empowered employees producing quality goods/services , LEADING TO HIGHER REVENUES & LOWER COST. It is the process of individual & organizational development the purpose of which is to increase the level of satisfaction of all the stakeholders Resource Person Rana Jawad

Measurement of Quality for TQM : 

Measurement of Quality for TQM Cycle Times for a particular job in government offices? e.g. to get license, to get electricity, to get phone, to get permits, to get information, to get Justice, etc.???? Time to get required financial services from BANKS e.g. account opening, cheque clearance, loan processing, Average Cycle time to produce goods Resource Person Rana Jawad

Performance = output + outcome: 

Performance = output + outcome Relation b/w output and outcome Organization/ dept Output outcome Courtesy: K. Moosa Quality of Output Quantity of items produced or services delivered Resource Person Rana Jawad

Examples: 

Examples Sector Output Outcome Post office Number of letters Number of post offices Number of transactions Delivery rate Damage rate Lost letter rate University Number of programs Number of students Rate of satisfied employers Rate of students successfully graduated Manufacturing/ Production Number of items produced Number of products % rejection / defectives Cost of production HRD Number of persons hired Number of trainings Core competence Duration of vacant posts % poor hiring Hospital Number of patients dealt Number of Emergency treated Number of medicines given Number of tests in lab Mortality rate Acquired infection rate % patient leaving without treatment Re-admission rate Lab test error rate Delays in tests Waiting time Resource Person Rana Jawad

Total Quality Management: 

Total Quality Management TQM Philosophy Philosophy of TQM revolves around customer driven management. Its major emphasis is on determining customer need or expectation from the product. Total Quality is the culture of the organization. It is attitude of people how they perform their assigned work with aims to provide, customers with products and services that satisfy their needs. The culture change means all members of the organization participate in the improvement of process, products, and services. Total Quality Management Resource Person Rana Jawad

Pillars of TQM: 

Pillars of TQM 1- Customer Focus: Studying customer needs, gathering customer requirements, and measuring and managing customer satisfaction. Customer satisfaction is seen as the company's highest priority. The company believes it will only be successful if customers are satisfied. 2- Process Management: Develop a production process that reduce the product variations. Applying the same process; the same product should be produces with the same level of quality every time. Teams are process-oriented, and interact with their internal customers to deliver the required results. Management's focus is on controlling the overall process, and rewarding teamwork. Total Quality Management Resource Person Rana Jawad

Pillars of TQM: 

3- Human side of Quality: TQM environment requires a committed and well-trained work force that participates fully in quality improvement activities. On-going education and training of all employees supports the drive for quality. 4- Continuous Improvement: TQM recognizes that product quality is the result of process quality. As a result, there is a focus on continuous improvement of the company's processes. This will lead to an improvement in process quality. In turn this will lead to an improvement in product quality . Measurement and analysis id the tool that has been used for that. Pillars of TQM Resource Person Rana Jawad

Pillars of TQM: 

Continuous Improvement (through measurement and analysis) Customer Focus Process Management Employee Training & Empowerment T. Q. M . Reduce rework activities  (Cost reduction) Shorter development cycle  (Cost reduction) Increased customer satisfaction  (Quality improvement) Pillars of TQM Resource Person Rana Jawad

Processes of TQM: 

Processes of TQM Strategic Quality Reviews, Leadership and objectives Human Resource Management (staff hiring, roles, development, performance appraisal Customer Management (customer surveys, complaint handling, focus groups, customer satisfaction measurement Document and Record Management + Reward and Award Program Process Management Scheduling, standardization, conformance to std, process control Performance Management Measurement of Quality Objectives, data collection, Statistical Analysis of Data, Quality Reports, Quality Teams, Process Improvement & Change Resource Person Rana Jawad

PowerPoint Presentation: 

Resource Person Rana Jawad

PowerPoint Presentation: 

Resource Person Rana Jawad

PowerPoint Presentation: 

Resource Person Rana Jawad

PowerPoint Presentation: 

Resource Person Rana Jawad

Example :  PDCA for better exam results: 

Example :  PDCA for better exam results Rose is a first-year medical student who has just taken her first set of examinations and is very unhappy with the results. What is she trying to accomplish? Rose knows that she needs to improve her studying skills in order to gain a better understanding of the material. How will she know that a change is an improvement? Rose considers the most important measure of her study skills to be her exam grades. However, she does not want to risk another exam period just to find out that her skills are still not good. She decides that a better way to measure improvement is by taking old exams. What changes can she make that will result in improvement? Isabel thinks that she has spent too little time studying. She feels that the best way to improve her study skills is by putting in more hours. Resource Person Rana Jawad

PowerPoint Presentation: 

Plan: Rose decides to add an additional thirty hours per week to her already busy schedule. She resolves that she must socialize less, get up earlier, and stay up later. At the end of the week she will take an old exam to see how she is progressing. Do: By the end of the week, Rose finds that she was able to add only fifteen hours of studying. When she takes the exam she is dismayed to find that she does no better. Check: The fifteen extra hours of studying has made Rose feel fatigued. In addition, she finds that her ability to concentrate during those hours is rather limited. She has not exercised all week and has not seen any of her friends. This forced isolation is discouraging her. Act: Rose knows that there must be another way. She needs to design a better, more efficient way to study that will allow her time to exercise and socialize. Resource Person Rana Jawad

1st Generation of TQM: 

MANUFACTURING PURCHASING PLANNING ADMIN HRD FINANCE MIS / SEC / QC PRODUCTION STORES Internal Mnt. PRODUCT 1st Generation of TQM Courtesy: K. Moosa Resource Person Rana Jawad

PowerPoint Presentation: 

MANUFACTURING PURCHASING PLANNING ADMIN HRD FINANCE MIS / SEC / PRODUCTION STORES Internal Mnt. QC QC QC QC QC QC PRODUCT 2 st Generation of TQM Resource Person Rana Jawad

PowerPoint Presentation: 

MANUFACTURING PURCHASING PLANNING ADMIN HRD FINANCE MIS / SEC / PRODUCTION STORES Internal Mnt. QC QC QC QC QC QC QC QC QC PRODUCT 3 rd Generation of TQM Resource Person Rana Jawad

The Dimensions of Quality: 

The Dimensions of Quality Dimension Meaning and example Performance Primary product characteristics, they are usually measurable Features Additional characteristics that enhance product /service appeal to customers Conformance Meeting specifications, standard (AQL) Reliability Consistency of performance over time, likelihood that a product will not fail within a specific time period averrage time for units to fail. Durability Useful life, includes repair (length of life) Resource Person Rana Jawad

- Dimensions of Quality: 

- Dimensions of Quality Service Resolution of problems and complaints, ease of contact speed with which the product can be put into service when it breaks down, as well as the competence and behavior of the serviceperson. (MTTR) Response Human-to-human interface, such as courtesy of dealer Aesthetics Sensory of characteristics, such as exterior Reputation Past performance and other intangibles , Goodwill Resource Person Rana Jawad

Journey of Quality Management in Pakistan: 

Journey of Quality Management in Pakistan Resource Person Rana Jawad

Contents: 

Contents Pakistan Industry – An Introduction Journey of Total Quality Management in Pakistan QPSP – An Introduction Best Practices Resource Person Rana Jawad

PAKISTAN: 

PAKISTAN Area 796,000 sq km Population 160 M GDP US$ 65 B GDP Growth 4% Sectorial Share 24 % Agriculture 18 % Manufacturing 51% Services 7 % Others Capita Income $492 Resource Person Rana Jawad

PowerPoint Presentation: 

OTHERS PRIMIARY SCHOOLS 151,000 UNIVERSITIES 100 LIFE EXPECTANCY 65 YEARS LITERACY RATE 51 % POPULATION G/RATE 1.9 % Resource Person Rana Jawad

PAKISTAN INDUSTRY: 

PAKISTAN INDUSTRY TEXTILE 8827 Manufacturing Units 1220 Ginning 456 Spinning 200 Weaving 750 Finishing 5000 Garments 400 Towels 100 Canvas 700 Knitwear Resource Person Rana Jawad

PAKISTAN: 

PAKISTAN LEATHER MFG 2360 UNITS 725 Tanneries 460 Garments 524 Footwear 348 Gloves 302 Sports/Goods Resource Person Rana Jawad

PowerPoint Presentation: 

OTHER INDUSTRY 77 SUGAR PLANTS 11 FERTILIZERS PLANTS 25 CEMENT PLANTS 87 OIL MILLS 500 STEEL MILLS/RELATED 1129 CHEMICAL PLANTS 750 SOFTWARE 370 CONSTRUCTION 131 ISP’s Resource Person Rana Jawad

Key Players for Quality: 

Key Players for Quality Government Pakistan National Accreditation Council (PNAC), Ministry of Science & Technology National Productivity Organization (NPO) Ministry of Industries Pakistan Standards & Quality Control Authority PSQCA Ministry of Science & Technology Quality Assurance Agency Higher Education Commission Pakistan Institute of Management Ministry of Industries Institute of Quality & Technology Management (IQTM), University of the Punjab Professional Association Quality & Productivity Society of Pakistan (2004) Magazines, Conferences, Professional Certification (CQIM), Chapters, quality forums Training & Promotion PIQC Institute of Quality (1991) Training, Conferences Publications, Quality System International (QSI) Training, Publications Resource Person Rana Jawad

QPSP Website: 

QPSP Website Resource Person Rana Jawad

PowerPoint Presentation: 

piqc.com.pk Resource Person Rana Jawad

Journey of Quality Management in Pakistan: 

1. CRITICISM ON ON ISO 9000 2. FILTERATION 3. SIX SIGMA FOCUS STRATEGIC QA IMPROVEMENTS TOOLS Q. Policy Deployment Six Sigma, TPM, CMM MAJOR INDUSTRY Software, Telecom, Banking, Govt. Defence 1. ISO 9000 (QMS/QA) 2. Certification Boom 3. TQM Subject in Uni FOCUS QMS / QA TOOLS ISO 9000 MAJOR INDUSTRY Automobile, Textile, Software, Engineering Defence 1. JAPANESE OWQMS 2. AOTS – JAPAN Trg in Japan FOCUS PROCESS CONTROL TOOLS Statistical QC, Kaizen Quality Circles MAJOR INDUSTRY Automobile Quality Control meant INSPECTION & TESTING FOCUS GOOD LABS TOOLS METROLOGY MAJOR INDUSTRY Big Industries, e.g. Steels mills, plants, etc. Journey of Quality Management in Pakistan Before 80s 1980s ► 1990s ► 2000s ► 1 st INSPECTION ORIENTATION 4 TH PERFORMANCE ORIENTATION 3 RD SYSTEM ORIENTATION 2 nd PROCESS ORIENTATION Resource Person Rana Jawad

ISO 9000 Maturity: 

ISO 9000 Maturity A C B 3 6 9 12 18 Time (months) Maturity Acceptable Satisfactory Good Excellent 60% 15% 25% Resource Person Rana Jawad

PowerPoint Presentation: 

85 66 60 50 40 30 15 0 10 20 30 40 50 60 70 80 90 100 P.Control Relationship Mkg P. Planning Finance QA Marketing Design Functions % Quality of Management - OVERALL SATISFACTORY % Resource Person Rana Jawad

Success & Failure of TQM in Pakistan and other Countries : 

Success & Failure of TQM in Pakistan and other Countries International Research proves that TQM is most likely to improve the performance of organizations A Study in 1995 & 1998 by PIQC showed: 15% firms who claimed its implementation were implementing it very nicely. 25% showed satisfactory level of implementation 60% showed poor level of implementation 30% defined their Quality Goals properly 15% were practicing SPC 35% had appropriate Supplier QA program 10% had effective training in Quality 20% had effective HRM 5% were implementing Quality Circles 15% were implementing Kaizen 5% were using Quality Award Criteria Resource Person Rana Jawad