Total Quality Process (TQP) by Operational Excellence Consulting


Presentation Description

Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together. Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts. To download this complete presentation, please visit:


Presentation Transcript

Total Quality Process (TQP):

Total Quality Process (TQP)


Objectives By the end of this program, you would be able to: Explain the Principles of Quality Define the Four Key Activities for managing quality Explain the need for a culture change, starting at the top Demonstrate a personal commitment to total quality Describe how to create quality awareness and educate employees on quality management and improvement Describe how to put the systems for TQP into motion, including measuring quality Identify ways to sustain TQP activities Understand a manager’s role in quality improvement NOTE: As this is a PREVIEW , only selected slides are shown. To download the complete presentation, please visit: http://


Outline Introduction to TQP Goals of TQP Understanding the Principles of Quality Four Key Activities Making a Commitment Planning for TQP    Form a TQP Implementation Team Create Quality Awareness Educate Everyone Prepare for Goal Setting Putting Systems into Motion Set up Work Process Measurements Measure Quality Form Quality Action Teams for Solving Problems Recognize Participation Keeping Quality Going Ensure Activities are Ongoing Review and Recognize Team’s Success Management’s Role in TQP​ TQP Toolkit Strategies for Success

Purpose of TQP Program:

Purpose of TQP Program To learn to improve productivity by improving quality

Goals of Productivity:

Goals of Productivity High-quality products and services Bigger market share Higher standard of living

Understanding the Principles of Quality:

Understanding the Principles of Quality Vision Benefits of quality improvement Five Quality Principles

Vision :

Vision Today’s Culture Tomorrow’s Culture

Eliminating Waste:

Eliminating Waste “Eliminating what is not wanted or needed is profitable in itself .” ~ Philip Crosby

Benefits of Quality Management:

Benefits of Quality Management Higher productivity Increased customer satisfaction Increased profitability Increased market share Increased employee involvement Lower costs

Action :

Action Implementing the Five Quality Principles facilitate the achievement of defect-free products and services Today’s Culture Tomorrow’s Culture Five Quality Principles Having a vision without action is merely a dream

The success of a Quality transformation starts from process changes:

The success of a Quality transformation starts from process changes Work Systems & Processes Behavior Attitude Culture The way we act The way we think The changes we make

A Mindset Change:

A Mindset Change “The problems that exist in the world cannot be solved by the level of thinking that created them.” - Albert Einstein

Five Quality Principles:

Five Quality Principles The five quality principles form the basis for managing and improving quality in a company: All work is a process Quality means meeting requirements We focus on processes by measuring Our quality standard is 100% right The system for quality is prevention Source: Adapted from the Four Quality Absolutes by Philip Crosby

TQP Implementation:

TQP Implementation 4 key activities Role of management

4 Key Activities:

4 Key Activities Make a commitment Plan for Quality management Put Quality systems in motion Keep Quality going

1. Make a Commitment:

1. Make a Commitment Begin the culture change starting at the top Three stages of culture change, starting at the top: Conviction Commitment Conversion Make a Commitment

2. Plan for Quality Management:

2. Plan for Quality Management 2.1 Form a Quality Management Team 2.2 Create awareness 2.3 Educate everyone 2.4 Prepare for goal setting Plan for Quality Management

3. Put Quality Systems in Motion:

3. Put Quality Systems in Motion 3.1 Set up work process measurements 3.2 Measure quality 3.3 Form quality action teams for solving problems 3.4 Recognize participation Put Systems in Motion

What is COQ?:

What is COQ? Cost of Quality (COQ) is the total cost of ensuring product and service quality Total COQ is the sum total of the Cost of Non-Conformance (CONC) and the Cost of Conformance (COC) Put Systems in Motion

4. Keep Quality Going:

4. Keep Quality Going Ensure activities are on-going so as to sustain the Quality implementation process Review and recognize Quality Management Team success Keep Quality Going

Management’s Role in Quality Implementation:

Management’s Role in Quality Implementation Plan the improvement process Communicate the need to change Demonstrate personal commitment to process improvement Go to the Gemba Visual Management Daily Management Management Review and Audits Keep Quality Going

TQP Toolkit:

TQP Toolkit Hoshin Kanri PDCA problem solving process Basic quality improvement tools Many Lean methods and tools can also be applied

3 Cornerstones of Quality Improvement Success:

3 Cornerstones of Quality Improvement Success

Kotter’s Change Management Model:

Kotter’s Change Management Model Need for Change Change Behavior Change Direction Change Sustainability Committed Leadership 1. Establish a Sense of Urgency 2. Form a Powerful Guiding Coalition 3. Create a Vision 4. Communicate the Vision 5. Empower Others to Act on the Vision 6. Plan for and Create Short Term Wins 7. Consolidate Improvements & Produce More Change 8. Institutionalize New Approaches Source: John Kotter

Managing Change - Team Developmental Stages for Small Groups:

Forming Team members meet each other Team members learn about the task All team members learn what their roles will be Storming Norming Performing Managing Change - Team Developmental Stages for Small Groups Team members learn how to work together Team members learn about other member’s abilities Leader focuses the team Team starts to work and act together Roles evolve into helping the team succeed Team members are more likely to express opinions Team members work hard toward goal Members are flexible and help each other Leader’s role is blurred – everyone is focused Source: Adapted from Bruce W. Tuckman

END OF PREVIEW: END OF PREVIEW To download this complete presentation, please visit:

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