TQM :ICBA Training & Consultancy www.icbatc.com.my 1 TQM By Ismail Clement


AGENDA :ICBA Training & Consultancy www.icbatc.com.my 2 AGENDA Definition of Quality Evolution of Quality Basic Concept of Quality Dimension of Quality Management Characteristics of Quality Services and Products Quality People


AGENDA :ICBA Training & Consultancy www.icbatc.com.my 3 AGENDA Quality Process Why Business Organization Requires TQM Cost Of Quality Definition of TQM Scope of TQM Purposes of TQM Focus of TQM


AGENDA :ICBA Training & Consultancy www.icbatc.com.my 4 AGENDA TQM Strategies TQM Implementation Responsbilities Characteristic of TQM Organization Principles Supporting TQM Management Commitment Strategic Quality Planning Customer Focus Training and Recognition


AGENDA :ICBA Training & Consultancy www.icbatc.com.my 5 AGENDA Teamwork Performance Management Quality Assurance Benefits of TQM


Slide 6:ICBA Training & Consultancy www.icbatc.com.my 6 Total Quality Management The Route to improving performance Training Conducted By: Ismail Clement


Slide 7:ICBA Training & Consultancy www.icbatc.com.my 7 OBJECTIVE………… Understanding the concept of Quality Understanding the concept of TQM Understanding the principles of TQM Implementing TQM Benefits of TQM


Slide 8:ICBA Training & Consultancy www.icbatc.com.my 8 What is Quality? Quality is everyone responsibility


Slide 9:ICBA Training & Consultancy www.icbatc.com.my 9 PHILIP B CROSBY…. “ Conformance to requirement” JOSEPH M JURAN……. “ A predictable degree of uniformity and dependability at low cost and suited to the market”


Slide 10:ICBA Training & Consultancy www.icbatc.com.my 10 MODERN DEFINITION…….. “ Customer Satisfaction” “ Right the first time and all time” “ Zero defect ” “ Producing the BEST in class”


Slide 11:ICBA Training & Consultancy www.icbatc.com.my 11 Evolution of Quality Quality Inspection Quality Control Building Quality Quality Management QA/ QC TQC/ TQM


Slide 12:ICBA Training & Consultancy www.icbatc.com.my 12 BASIC CONCEPT OF QUALITY WHY? “ Customer satisfaction and profit “ WHAT? “ Customer needs and wants “ WHO? “ All employees “


Slide 13:ICBA Training & Consultancy www.icbatc.com.my 13 WHEN? “ All the time” WHERE? “ All the place” HOW? “ Preventing failure and doing continuous improvement”


Slide 14:ICBA Training & Consultancy www.icbatc.com.my 14 DIMENSION OF QUALITY MANAGEMENT Quality product/ service Quality Process Quality Employee


Slide 15:ICBA Training & Consultancy www.icbatc.com.my 15 CHARACTERISTICS OF QUALITY SERVICES AND PRODUCTS Courtesy Friendliness Timeliness Durability Reliability Aesthetics Functionality Safety


Slide 16:ICBA Training & Consultancy www.icbatc.com.my 16 QUALITY PEOPLE (EMPLOYEE) Working culture Pursuing common objectives Self improvement Work improvement Teamwork Skill and knowledge improvement Positive thinking High motivation


Slide 17:ICBA Training & Consultancy www.icbatc.com.my 17 QUALITY PROCESS Process control Process improvement Procedures Work instruction Process stability Process capacity Meeting requirement


Slide 18:ICBA Training & Consultancy www.icbatc.com.my 18 WHY BUSINESS ORGANIZATION NEEDS TQM Quality problem Cost of quality Customer satisfaction Continuous improvement Prevention Survival


Slide 19:ICBA Training & Consultancy www.icbatc.com.my 19 COST OF QUALITY Prevention costs Maintenance of system Incurred before operation Training 2. Appraisal costs Verification Quality Audits Inspection Vendor Audit


Slide 20:ICBA Training & Consultancy www.icbatc.com.my 20 3. Failure Costs Internal Failure Waste/ scrap Rework/ rectification Re-inspection Downgrading Failure analysis


Slide 21:ICBA Training & Consultancy www.icbatc.com.my 21 External Failure Costs Repair and servicing Warranty claim Complaints Returns Liability Loss of Goodwill


Slide 22:ICBA Training & Consultancy www.icbatc.com.my 22 WHAT IS TQM? TOTAL…..Involvement of all employee QUALITY….Product that confirming to customer’s requirement. MANAGEMENT……Management emphasis on continuous efforts to improve quality.


ATTENTION :ICBA Training & Consultancy www.icbatc.com.my 23 ATTENTION This TQM 22 slides is only part of the TQM 40 slides. If you need TQM 40 slides, please do e-mail me at ismail_clement@yahoo.com Thank you very much.