Total Quality Management (TQM) Definition

Management approach of an organization centered on quality based on the participation of all members and aiming at long term success through customer satisfaction and benefits to all members of organization and society (ISO)

Total Quality Management

Total Made up of Whole Quality Degree of excellence a product or service provides Management Act, art or manner of handling, controlling, directing etc

Why Quality needs to be Managed?

Question of survival in an intense competitive environment Increasing Customer Consciousness Need for earning profit instead of making profit

Ingredients of TQM
Leadership Involvement by top management Participatory Every process, job, person System approach Integration of various aspects of organization Continuous improvement Quest for progress and improvement Total Customer satisfaction Key objective of improving quality

Quality management leading thinkers

Philip Crosby Quality without tears W Edward Deming Statistical Process Control Joseph M Juran Planning, control and Improvement Armand V Feigenbaum Total quality Control

Japanese Quality Gurus

Kaouru Ishikawa Quality Circles and Cause and effect analysis Shigeo Shingo Zero Quality control, Mistake proofing Genichi Taguchi Loss function

The PDCA Cycle

Developed by Schewart and modified by Deming, a continuous improvement methodology Plan Establish plan for achieving goal Do Enacting the plan or doing Check Measuring and analyzing results Act- Implement corrective actions

Strategic Considerations
Business survival possible only by quality improvement Strategy changed to customer focus from return on investments Liberalization, globalization & competition paved the way Promotion by government and industry associations

Strategic Quality Planning

Quality Mission purpose of existence Quality strategy and policy Leadership, people management and process Principles and values creation of environment Organization and process size, coordination, teams Education plan Equip people Tactical plans Resources money, time

Approaches to strategic quality management

A focus on customer needs by SWOT analysis Leadership by upper management to develop quality goals and strategies Translation of strategies into annual business plans Implementation of actions by line departments instead of relying on a quality department

Quality Policies
A policy is a broad guide to action. It is statement of principles. A policy differs from procedure, which details how a given activity is to be accomplished. The subject matter of quality policies are tailor-made for each company

Quality Goals
A goal or objective is a statement of the desired result to be achieved within a specified time an aimed at target. These goals then form the basis of detailed planning activities Tactical goals are short range (1 year) and strategic goals are long range (5 years) Goals may be created for breakthrough or control

Formulation of quality goals Inputs

Pareto analysis field failures, complaints, returns, scrap, rework, sorting Proposals from key insiders managers , supervisors, union shop stewards Proposals from suggestion schemes Field study of users needs, costs Data on performance of product vs. competitors Comments of key people outside company customers., vendors, journalists, critics Findings and comments of government regulators, independent labs, reformers.

Implementing Total Quality 5 Phases

1. Decide on different approaches SPC, Quality circles, Benchmarking 2. Prepare by giving training to upper and middle managers 3. Start - includes more training, pilot quality projects, revision and expansion of systems 4. Expand the new approach to other units by setting teams, measurement systems 5. Integrate - quality becomes a way of life, strategic goals are finalized and deployed at various levels

Organization for TQM

A structure is to be created for TQM promotion which consists of problem solving teams and control points In the basic structure first the CEO learns it and CEO needs a coordinator reporting with a steering committee

Organization for TQM

Apex TQM steering committee with a full time coordinator Divisional TQM steering committee with full time coordinator Departmental TQM steering committee with part-time TQM champions

Role of TQM Coordinators

TQM coordinator does designing, planning, educating, facilitating, reviewing, building conviction and acting on secretariat Steering committee provide direction, goal, resources, review and carryout events TQM teams involve all . Examples are Quality circles and TPM circles

TQM Team Roles

Training for TQM

Class room education external and internal Self development Distance education Mutual development Team problem solving On the job training working on assignments Mentoring working under an experienced and trusted advisor

Sponsor Influencing and authority Team Leader manages Team Facilitator Catalyst in a team Team Member Work on Problems

Work practices for promoting learning

Establishing standards locking learning in Preventing recurrence learning from past Making improvements problem solving Averting problem recurrence learning through prevention Benchmarking identification of best practices Participating in campaigns 5S campaign Working in teams mutual development Experimenting learning by creation