Professional Documents
Culture Documents
Management (TQM)
What is quality
Quality is the totality of
features and characteristics of
a product or service that bear
on its ability to satisfy stated or
implied needs. ( The American
Society For Quality Control )
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What is TQM?
TQM is an organization wide
approach to continuously
improving the quality of all
the organizations process,
products, and services.
Fundamentals
Fundamentals of
of Quality
Quality
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Consumer Perspective
Quality can be defined as the degree to
which the product or service meets the
expectations of the customer.
Producer Perspective
Quality can be defined as the degree to
which the product or service conforms
to design specifications.
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Factors
Factors for
for Assessing
Assessing Quality
Quality
Product Factors
Aesthetics, features, performance,
reliability, serviceability, durability,
conformance, and perceived quality.
Service Factors
Responsiveness, reliability, assurance,
empathy, and tangibles.
Cost
Cost of
of Quality
Quality
Prevention Costs
Appraisal Costs
Internal-Failure Costs
External-Failure Costs
Two primary
responsibilities of
managers in a quality
centered company
1.Participate in formulating
strategies and policies to help
the company win through
total quality excellence
2.To deliver marketing quality
alongside production quality
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Managers roles in
delivering high quality
goods and service
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What is TQM?
TQM is an organization wide
approach to continuously
improving the quality of all
the organizations process,
products, and services.
13
A System Approach
TQM focus on improving three
organizational systems :
a) The cultural/social system
b) The technical system
c) The management system
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A Customer
Orientation
A Focus on identifying
customer needs and
deliver customer
satisfaction
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The role of
management
1.Identify customer needs in well defined target market
2.Communicate customer expectation accurately to the
product designers
3.Make sure customer orders are filled in correctly and the
products deliver on time
4.Make customers receive proper instructions and training
on how to use the products
5.Measure company/product image and customer
satisfaction on a continuous basis
6.Continuously improve product quality
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Employee
participation
TQM requires active employees
involvement.TQM also
requires empowerment
letting employees make
decisions without asking for
approval from managers
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Hurdles in
implementing TQM
1.Managers reluctance to
implement TQM e.g fear of failure
or lack of knowledge
2.Employee resistance to change
3.Interdepartmental conflicts
4.Lack of understanding on the
basic principles of TQM
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