Total Quality

Management

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Introduction

„ Total – Made up of the whole(or)

Complete.
„ Quality – Degree of Excellence a
product or service provides to the
customer in present and future.
„ Management – Act , art, or manner of
handling , controlling, directing, etc.
TQM is the art of managing the whole to
achieve excellence.

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"TQM is a management approach for an organization,
centered on quality, based on the participation of all its
members and aiming at long-term success through
customer satisfaction, and benefits to all members of
the organization and to society."
Definition
TQM is composed of three paradigms:
Total: Organization wide
Quality: With its usual Definitions, with all its
complexities (External Definition)
Management: The system of managing with steps like
Plan, Organise, Control, Lead, Staff, etc.
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Definition
Total Quality Management (TQM) is
a management strategy aimed at
embedding awareness of quality in all
organizational processes.

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Explanation
TQM requires that the company
maintain this quality standard in all
aspects of its business.
This requires ensuring that things
are done right the first time and that
defects and waste are eliminated
from operations.
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Evolution of quality Era
Evolution

TQM

TQC &CWQC

TQC

SQC

Inspection

Foreman

Craftsman
Years
1900 1920 1940 1960 1980 1990 2000 6
Evolution of quality –Means & Focus
1975 1980 1985 1990 1995 2000

Productivity Quality TQC/TQM

Total
Quality Quality
Circle

Quality of
Employee
Work life
Involvement

Self Directed Self

Teams Directed/Managed
Employees
Teams
Empowerment

Operation Customers Innovations 7

Kano’s Model

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Umbrella Model of TQM

TEI
JIT
Kaizen
SPC

Customer
Quality
Satisfaction
Assurance

Problem- Taguchi Methods

Solving tools
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Basic Approach
„ A committed and involved
management to provide long-term
top - to - bottom organizational
support.
„ An unwavering focus on the
customer, both internally and
externally.
„ Effective involvement and
utilization of the entire work force.
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Basic Approach
„ Continuous improvement of the
business and production process.

„ Treating supplier as partners.

„ Establish performance measures

for the processes.

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New and Old Cultures
Quality Element TQM

„ Definition -Product Customer

„ Priorities -Service &Cost Quality

„ Decisions- Short Long

„ Emphasis- Detection Prevention12

New and Old Cultures
„ Errors- Operations System
„ Responsibility- QC Every Body
„ Problem
Solving - Managers Teams
„ Procurement- Price Partners/JIT
„ Manager’s Role- Plan Delegate
Assign Coach
Enforce Mentor

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Real Life

„ TQM has being implemented in

TVS Group.

„ Boeing Aircraft

„ Reliance

„ Tata L&T HMT

„ ITI
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Guru’s of TQM
„ Walter.A.Shewhart -TQC &PDSA
„ W.Edwards Deming- 14 Points &
PDCA
„ Joseph.M.Juran-Juran’s Trilogy

„ A.Feiganbaum-Customer
requirement,CWQC,Employee
Involvement, TQC.

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 Guru’s of TQM
„ Kaoru Ishikawa-Disciple of Juran &
Feigenbaum. TQC in Japan, SPC,
Cause &Effect Diagram,QC.
„ Philips.B.Crosby. Four Absolutes-
Quality-Req, Prevention of NC,Zero
Defects & Measure of NC.
„ Taguchi.G-Loss Function.

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Definitions
„ ISO 9000:2000
Quality is the degree to which a set of
inherent characteristics fullfils
requirements.
„ Quantified

Q=P/E P-Performance
E-Expectations
ƒ Joseph M. Juran Quality is fitness for
use or purpose

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Definitions
ƒPhilips B
Crosby
Quality is Conformance to requirements

ƒW.Edwards Deming
A predictable degree of uniformity and dependability
at low cost and suited to market

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Dimensions of Quality
Product- TV
Performance - Primary Characteristics,such as brightness

Features –Secondary Characteristics,Remote Control

Conformance-Meeting Specifications or Standards

Reliability –Consistency of Performance over time-fail

Durability- Useful life ,include Repair.

Service

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Dimensions of Quality
Durability- Useful life ,include repair.

Service-Resolution of problems,ease of repair.

Response- Human relations with Customers.

Aesthetics-Sensory Features.

Reputation- Past performance, Company

Image.
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Quality Cost
„ Prevention Cost –Planning, Document, Control,
Training
„ Appraisal Cost –Inspection & Tests, Installation,
Calibration, M/c Depreciation, Reports & Rejects.
„ Internal Failure Cost – Scraps, Repair Rework,
Design Changes, Defect Failure Analysis, Retests
& ReInspection, Downgrading, Down Time.
„ External Failure Cost – Complaints, Goodwill,
Failures, Services & Replacement, Guarantee &
Warranty, Compensation, Recall, Loss of Sales,
Seconds Sales.
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Economics of Quality of Conformance
Total Cost Prevention & Appraisal Cost

Optimum Total Cost

Internal & External Failure Cost

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Obstacles
Top management commitment

Changing Organization Culture

Improper planning

Continuous Training & Education

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Obstacles
Organization Structure & Departments

Data’s & Facts For Effective Decisions

Internal & External Customers-

Dissatisfaction

Empowerment & Teamwork

Continuous Improvement
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Benefits
Improved Quality

Employee Participation

Team Work

Internal & External Customer Satisfaction

Productivity ,Communication

Profitability & Market Share

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