Total Quality Management : 1 Total Quality Management By M. Balakumar Introduction : 2 Introduction Total – Made up of the whole(or) Complete.
Quality – Degree of Excellence a product or service provides to the customer in present and future.
Management – Act , art, or manner of handling , controlling, directing, etc.
TQM is the art of managing the whole to achieve excellence. Slide 3: 3 "TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."
TQM is composed of three paradigms:
Total: Organization wide
Quality: With its usual Definitions, with all its complexities (External Definition)
Management: The system of managing with steps like Plan, Organise, Control, Lead, Staff, etc. Slide 4: 4 Definition
Total Quality Management (TQM) is a management strategy aimed at embedding awareness of quality in all organizational processes. Slide 5: 5 Explanation
TQM requires that the company maintain this quality standard in all aspects of its business.
This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations. Evolution of quality Era : 6 Evolution of quality Era 1900 1920 1940 1960 1980 1990 2000 Craftsman Foreman Inspection SQC TQC TQM TQC &CWQC Evolution Years Evolution of quality –Means & Focus : 7 Evolution of quality –Means & Focus 1975 1980 1985 1990 1995 2000 Operation Customers Innovations Quality of
Work life Quality
Circle Productivity Employee
Involvement Quality Employees
Empowerment Total Quality Self Directed
Teams TQC/TQM Self Directed/Managed
Teams Kano’s Model : 8 Kano’s Model Umbrella Model of TQM : 9 Umbrella Model of TQM SPC JIT TEI Kaizen Quality
Solving tools Customer
Satisfaction Taguchi Methods Basic Approach : 10 Basic Approach A committed and involved management to provide long-term top - to - bottom organizational support.
An unwavering focus on the customer, both internally and externally.
Effective involvement and utilization of the entire work force. Basic Approach : 11 Basic Approach Continuous improvement of the business and production process.
Treating supplier as partners.
Establish performance measures for the processes. New and Old Cultures : 12 New and Old Cultures Quality Element TQM
Definition -Product Customer
Priorities -Service &Cost Quality
Decisions- Short Long
Emphasis- Detection Prevention New and Old Cultures : 13 New and Old Cultures Errors- Operations System
Responsibility- QC Every Body
Solving - Managers Teams
Procurement- Price Partners/JIT
Manager’s Role- Plan Delegate
Enforce Mentor Real Life : 14 Real Life TQM has being implemented in TVS Group.
Tata L & T HMT
ITI Guru’s of TQM : 15 Guru’s of TQM Walter.A.Shewhart -TQC &PDSA
W.Edwards Deming- 14 Points & PDCA
Involvement, TQC. Guru’s of TQM : 16 Guru’s of TQM Kaoru Ishikawa-Disciple of Juran & Feigenbaum. TQC in Japan, SPC, Cause &Effect Diagram,QC.
Philips.B.Crosby. Four Absolutes-Quality-Req, Prevention of NC,Zero Defects & Measure of NC.
Taguchi.G-Loss Function. Definitions : 17 Definitions ISO 9000:2000
Quality is the degree to which a set of inherent characteristics fullfils requirements.
Joseph M. Juran Quality is fitness for use or purpose Definitions : 18 Definitions Philips B Crosby Quality is Conformance to requirements W.Edwards Deming
A predictable degree of uniformity and dependability
at low cost and suited to market Bill Conway
And distribution of consistently low cost and products and services that customers need and want. Dimensions of Quality : 19 Dimensions of Quality Product- TV
Performance - Primary Characteristics,such as brightness
Features –Secondary Characteristics,Remote Control
Conformance-Meeting Specifications or Standards
Reliability –Consistency of Performance over time-fail
Durability- Useful life ,include Repair.
Service Dimensions of Quality : 20 Dimensions of Quality Durability- Useful life ,include repair.
Service-Resolution of problems,ease of repair.
Response- Human relations with Customers.
Reputation- Past performance, Company Image. Quality Cost : 21 Quality Cost Prevention Cost –Planning, Document, Control, Training
Appraisal Cost –Inspection & Tests, Installation, Calibration, M/c Depreciation, Reports & Rejects.
Internal Failure Cost – Scraps, Repair Rework, Design Changes, Defect Failure Analysis, Retests & ReInspection, Downgrading, Down Time.
External Failure Cost – Complaints, Goodwill, Failures, Services & Replacement, Guarantee & Warranty, Compensation, Recall, Loss of Sales, Seconds Sales. Economics of Quality of Conformance : 22 Economics of Quality of Conformance Internal & External Failure Cost Prevention & Appraisal Cost Optimum Total Cost Total Cost Obstacles : 23 Obstacles Top management commitment
Changing Organization Culture
Continuous Training & Education Obstacles : 24 Obstacles Organization Structure & Departments
Data’s & Facts For Effective Decisions
Internal & External Customers-Dissatisfaction
Empowerment & Teamwork
Continuous Improvement Benefits : 25 Benefits Improved Quality
Internal & External Customer Satisfaction
Profitability & Market Share