Total Quality Management : Total Quality Management Total Quality Management Chapter Two
Total Quality Management
and Continuous Improvement Why TQM? : Total Quality Management Why TQM? Ford Motor Company had operating losses of $3.3 billion between 1980 and 1982.
Xerox market share dropped from 93% in 1971 to 40% in 1981.
Attention to quality was seen as a way to combat the competition. TQM: A “Buzzword” Losing Popularity : Total Quality Management TQM: A “Buzzword” Losing Popularity For many companies, the term TQM is associated with corporate programs (mid 1980s ~ early 1990s) aimed at implementing employee teams and statistical process control.
Unfortunately, many companies were dissatisfied with the perceived results of these programs, concluding TQM does not work.
Question: Why were they dissatisfied? Were they justified? TQM : Total Quality Management TQM Total - Made up of the whole
Quality - degree of excellence a product or service provides
Management - Act, art or manner of planning, controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence. What does TQM mean? : Total Quality Management What does TQM mean? Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services. What’s the goal of TQM? : Total Quality Management What’s the goal of TQM? “Do the right things right the first time, every time.” Another way to put it : Total Quality Management Another way to put it At it’s simplest, TQM is all managers leading and facilitating all contributors in everyone’s two main objectives: (1) total client satisfaction through quality products and services; and
(2) continuous improvements to processes, systems, people, suppliers, partners, products, and services. Productivity and TQM : Total Quality Management Productivity and TQM Traditional view:
Quality cannot be improved without significant losses in productivity.
Improved quality leads to improved productivity. Basic Tenets of TQM : Total Quality Management Basic Tenets of TQM 1. The customer makes the ultimate determination of quality.
2. Top Management must provide leadership and support for all quality initiatives.
3. Preventing variability is the key to producing high quality.
4. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement.
5. Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions. The three aspects of TQM : Total Quality Management The three aspects of TQM Counting
Culture Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems Quality for the customer as a
driving force and central concern. Shared values and beliefs, expressed by leaders, that define and support quality. Total Quality Managementand Continuous Improvement : Total Quality Management Total Quality Managementand Continuous Improvement TQM is the management process used to make continuous improvements to all functions.
TQM represents an ongoing, continuous commitment to improvement.
The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement. Continuous Improvement versus Traditional Approach : Total Quality Management Continuous Improvement versus Traditional Approach Market-share focus
Focus on ‘who” and “why”
Status quo focus
Fire fighting Customer focus
Focus on “what” and “how”
Process improvement focus
Problem solving Traditional Approach Continuous Improvement Quality Throughout : Total Quality Management Quality Throughout “A Customer’s impression of quality begins with the initial contact with the company and continues through the life of the product.”
Customers look to the total package - sales, service during the sale, packaging, deliver, and service after the sale.
Quality extends to how the receptionist answers the phone, how managers treat subordinates, how courteous sales and repair people are, and how the product is serviced after the sale.
“All departments of the company must strive to improve the quality of their operations.” Value-based Approach : Total Quality Management Value-based Approach Manufacturing Dimensions
Perceived quality Service Dimensions
Tangibles The TQM System : Total Quality Management The TQM System Customer
Education and Training Supportive structure
Communications Reward and recognition
Improvement Objective Principles Elements