TQM For Beginners

Part-1

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Contents

1. Purpose and Objectives of the Training

2. Confirm the Basics of TQM
3. Consider Your Role Based on the Customers’ Point of View
4. Rotate the CAP-Do Cycle of Your Daily Operation by Your Own Self-Control
5. Set a Theme and Rotate its PDCA Cycle to develop it
6. Share the Actual Result
7. Leadership of TQM
8. Summary (What you should practice through the TQM Evolution)

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1. Purpose and Objectives (Goals) of the Training

Purpose
- Learn TQM basics to practice.

Objectives (Goals)
- Consider your work with customers’ point of view
- To be able to rotate the CAP-Do cycle of daily
operations on your own initiative
- To be able to rotate the PDCA cycle of your
Action Plan

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2. Confirm the Basics of TQM

What is TQM?
1. The Definition of TQM
2. What is Quality?
3. What is Management?

The basics of TQM

1. Customers’ Point of View
2. Customer-focused Role & Responsibility
3. DST-PDCA Cycle
4. Based on Facts
5. Control Items
6. Process Control & Improvement
7. Two-way Communication
8. Self-controlled Daily Management
9. Initiative-based Policy Management
10. QC Tools

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The Definition of TQM

TQM: Total Quality Management

Customer-focused activities to improve the
quality of all aspects of work
What is Quality in TQM?
Quality of products
Quality of service
Quality Quality of work
Quality of supervision
Quality of corp. management

What is Management?
Management means all the activities necessary to attain a purpose (carry
out work) in an efficient way on a continuous basis.

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2- 1) Customers’ Point of View (Market-In)

Definition: Carry out your work based on the customers’ point of view

1) Listen to customers 3) Raise the customer

2) Set objectives
satisfaction index

- Find out what - Review what has

customers want - Gain an accurate been taken for
- Find out what people understanding of what granted both
in the upstream generally, and by
and downstream customers want
process need yourself

Who is your customer? Is Your Customer Satisfied?

The downstream process
is your customer Level of
Customer
Customer
fulfillment
CSI ＝
Level of
Down- Your Up- expectation
Customer stream
process
stream
process
process

Customer
Customer
The upstream process CSI: Customer Satisfaction Index
is also your customer

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2- 2) Customer focused Role and Responsibility
Define your role based on the customers’ point of view

1. What is the role?

State what sort of products or services an organization or individual offers and
to whom (what sort of customers) as well as for what purpose.
2. The role of Your Company
Realize “The Three Joys” based on “Respect for the individual.”
Your company principle shows more concrete role: (Example form a car company)
Maintaining a global viewpoint, we are dedicated to supplying
who provide
products of the highest quality yet at a reasonable price
what sort of product or service
for worldwide customer satisfaction.
to whom for what purpose

3. The role of the organization

e.g., Production, QC or Training Section: Example for “Training Section for TQM Training”
Based on a policy that promotes TQM throughout the whole company, we offer the following services to each Operation Unit and contribute to
the company business development.
- Development of TQM education and training activities.
- Promotion and checking of company-wide policy with TQM.
- Research and development for new work processes.
- Provision of support for organizing BIM and other company-wide meetings.

4. The role of the individual

e.g., X from the Education Group of TQM Promotion Office and who is now in his 3rd year at the company

As the person in charge of deploying the TQM Training Programme, I provide following services to training participants who take the course:
- Preparation of training sessions (booking venues, providing information, preparing teaching materials, etc.)
- Administrative work for contact office (handling applications, scheduling, providing lecturer assistance, summarizing questionnaires, etc.)
- Provision of lecturer assistance for New Employee Training
- Others (General affairs of Education Group)

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2- 3) DST-PDCA Cycle
Policy-1: Proceed always with ambition and youthfulness (example from a company)
A company X, work style is to proceed with work by picturing
your ideal state such as ‘want to do this, want to be like this.’
Three stages of an ideal state

Difficulty
- The DST-PDCA Cycle
Draw, See and Think –PDCA Cycle Innovating
level

Theme finding/setting Problem

solving level
Draw See Think
Picture ones’ Recognize Reality Consider themes
Ideal State
Improving
Want to do this Grasp current situation Draw out themes of level.
what needs to be Time
Want to be like this Analyze the facts
done
Plan Do Check Act
S Put plans into Check by actual Take responsive
D Make action plan action results countermeasures
By adding A Ｐ T Plans & Training & Analysis & Improvement &
the DST standards implementation learning standardization
cycle, we can
keep the D Action Plan Implementation
PDCA cycle
C
rotating on
one’s own
initiative.
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2- 4) Based on Facts

The Three Reality Principle

Go to the Know the Be realistic
actual place + actual situation +

Observe the facts!

Know the facts well!

It is necessary to keep PDCA cycle rotating

based on the facts!
Are you sure it’s a fact?
Or is it an opinion, imagination or a preconception?
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2- 5) Control Items (Parameters)
What is Control Items?
A control item is a yardstick that shows the ongoing work level.
Carry out work after setting up the control
Two Kinds of Control Items: items of objectives and measures.
- Result related Control Item:
For measuring the achievement level of an objective
- Cause related Control Item:
For measuring the level of progress and effectiveness of the implemented measures

Case Study: Control Items Measures Objectives

Meals Favorites
Health
Exercise Rest
Cause Related Control Items Result Related
Control Items
Total calorie intake Amount of drinking Weight
Total salt intake Amount of smoking Blood Pressure
Total sugar intake Amount of sweets/pastries Blood Cholesterol
Total number of steps taken Neutral fat
Total distance travelled by walking Hours of sleep Blood Sugar level
Frequency of shower/bath Hepatic (liver) function
Total hours of exercise

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2- 6) Process Control & Improvement

To achieve objectives or
enhance company
constitution, Relation between
process and result
not only
seeking results, Process 1 Process 2

but also improving Job process Results

the process.

Process 3 Process 4
Then you can see that
objectives have been
achieved or company
constitution has been
enhanced.
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2- 7) Two-Way Communication
Purpose of the Two-way Communication:
What is important is whether we can constantly maintain two-way
communication as a daily practice as well as on evaluation of performance.
Two-way communication concepts:

Subordinates 個人 Mutual Understanding 所属長Managers

Mutual Trust

What subordinates What managers should tell:

want to know:
• Roles of department and Roles
• What is expected of them of individual, and expectations
• Evaluation of their performance
• Performance appraisal and follow-up
• Future jobs, etc. guidance
Two-way • Next stage of work, etc.
Communication
What subordinates want to tell:
What managers want to know:
• Achievements, opinions,
ideas about work • Opinions and Ideas about work
• Problems with work or the • Problems with work, the workplace,
workplace etc., and what guidance is needed
• Hopes for the future, etc. • Hopes for the future, etc.

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2- 8) Self-controlled Daily Management
Definition: An activity which carries out the continuous improvement of the daily
operation based on your self-control.
‘Implement daily operation as planned, and improve or solve the problem
if any, then revise the work process and the Operation Standards.’

Rotate the CAP-Do Cycle of Daily Management

- Rotate in the order of Check, Act, Plan and Do (CAP-Do), because daily operations are
carried out as planned in advance.
- Daily operations will tend to go downhill if you don’t keep rotating the CAP-Do cycle.
- Rotate the CAP-Do cycle to continuously improve aiming an ideal state.

Rotate the cycle of

management
*
Check Act

Do Plan
Continuous
Improvement

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 2- 9) Initiative-based Policy Management
Initiative-based Policy Management means an activity to achieve objectives (goals) on one’s
own initiative.
‘Clearly indicate the policy and, set and deploy the objectives and measures to achieve the goal. ’
(Larger PDCA)
Policy Deployment (Plan) Plan into practise (Do) Evaluation +
countermeasures (C/A)
Exec. Council
President & Regional Operation

Share an annual or mid-term

Corporate vision

Policy framework

policy among all associates

Company-wide
Mid-term

Annual Regional Operation

Regional Meeting
Regional Operation
Policy Statement

S
Policy Statement

D
Director

mid-term

T (Smaller PDCA)
Share

P
S Share the policy and
Share

ideas between GM

GM/Director diagnosis
D TP
and managers.
Policy Statement

PDCA
Annual Div. Policy Statement
Div. mid-term

P D C A
General Manager

S S chart
Share

Plan monthly project

Put the plan into practise

evaluation of the plan

Study/learn the result &
towards uncompleted objects
Measures for the evaluation
D
Division

D T Ｄ Ｃ Ａ
Share

TP P Ｐ
Division 月 月 月 月

Annual or every half year

Regional
Operation Y-gaya meeting 次 次 月次 次
Meeting 計 計 次結 対
画 画 の果 策
Annual Dept.
Action Plan

の
Department Person in

の 評の の
Manager

策 実 価把 立
Action Plan

定
Individual

施 握 案

Share the policy and ideas S

charge

between manager and

team members. D
Share

TP

Annual Team Y-gaya Two-way

Mid-term Policies
Policies meeting communication Powered By GunE / Lean Institute Vietnam
2- 10)- 1 The Seven QC Tools
Purpose: These are to be used to proceed with work in scientific way utilizing data and information

No. Method Image Main use

Singling out the really serious problems
1 Pareto Diagram from among all the lesser ones.

Cause-and-effect Picking up and arranging all possible

2 Diagram causes without any omissions.

Graphs and Making data visual.

3 charts
n＝520

機材不良個所 ＡＭ月ＰＭ ＡＭ ＰＭ ＡＭ土ＰＭ 小計

不良合計
合計

Check sheets and 型くずれ

No１ 肉 厚
26
34 70 Simplifying data collection and ensuring
4 stratification
肉 薄
型くずれ
No２ 肉 厚
肉 薄
10
27
54 119
28
that no items are omitted when
不良 小
総計 合
計 19
計 32
17 9 17 11 189
26 28 189
189
inspecting.
Plotting the shape of a distribution and
5 Histograms comparing it with specifications.

Finding correlation between paired sets

Scatter
6 diagrams
of data.

.. . . . Checking whether or not a process is in

7 Control charts control.

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2- 10)- 2 The Seven New QC Tools

No Method Image Main Use

Relations Elucidating complex problems by
1 diagram identifying logical connections.
Systematically searching for the most
Systematic
2 Diagram
effective means of accomplishing
given objectives.
デ
項目の重みづけ ー
評価点×１ 評価点×２
共 取 タ 部
項目 通 組 ー 緊 重 門 期 総
の み と 待
急 要 の 効 合
問題点 テ や り
Clarifying problems through
3 Matrix diagrams
ー す や 度 度 方 果 点
針
○ さ
マ
１．○○の△△が出来ない △ す
× ○ △ × ○ 37
２．○○の不良が多い △ × さ
３．××の処理時間が長い
○
○ △ ○
４．××の生産が遅れる○ × ×
△ ○ × △
○ ○ ○ ○
△ △ × ○
33
53
23
multidimensional thinking.
５．△△の苦情が多い △ × △ ○ ○ ○ △ 43

●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー

Unearthing by organizing data on

●ーーーーーーー ●ーーーーーーー

4 Affinity diagrams
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー

chaotic situations.
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー
●ーーーーーーー ●ーーーーーーー

③→④ ⑫→⑬
①→②→⑤→⑧→⑪→⑭→ ⑮
Controlling schedules by expressing
5 Arrow diagrams ⑦
⑩ relationships among tasks in the form
←

⑥
⑨
of a network.
会社へ電話し
遅刻を連絡する

Process decision Determining the process to be used to

6 program chart
取りに帰る
家へ連絡

家人が定期券持参
会社へ電話し
遅刻を連絡する
取りに帰る achieve the desired results.
遅刻して出社 遅刻して出社

***……
***
***
***
***
***
***
***

Matrix data ***…… .. .. ... .. Arranging data in matrix form for easy
7 analysis ***……
****
****
**** .. ..
. ...
.
.. ..... .. visualization and comprehension.
. ..
***……
*****
****

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3. Consider Your Role Based on the Customers’ Point of View

1) Consider who is your customer

Case study: Consider what services you offer to your customers

2) Understand the organization's role and your own role

Case study: Define each role based on the customers’ point of view

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3- 1) Consider who is your customer
Case Study Exercise: Consider what services you offer to your customers
Subject: List your customers from in-house to end-user who are either directly or
indirectly related to you and also make a list of what sort of products or
services they expect from you.

Name/Dept. Mr Name Surname, Asst. Mgr., Quality Control, Welding Module

Customers (fm. in-house to end-user) ⇒ Operations to be provided (products or services)

1) Welding Line (actual place) ⇒ -Analysis and support service to sort out
quality issues
-Quality report to the other lines

2) Painting Dept. ⇒ -Provide Complete white-body with no

defects

3) Assembling Dept. ⇒ -Provide complete body with no poor weld,

uneven gap or flush.

4) Pressing Dept. ⇒ -Quality report of the stamping parts

-Propose quality improvement plan of
stamping parts
5) Customer (end-user) ⇒ -Reliability for highly precise body

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3- 2 - 1 Understand the organization’s role and your own role
Case Study Exercise: Define each role based on the customers’ point of view
Subject: Fill the roles of your dept. and your own in the work sheet. Pass it to someone else in
your study group for mutual evaluation to see if it has been done based on the customers’
point of view.

Dept. e.g. Welding Module, Factory X Name: Name Surname (Asst. Mgr.)

Roles Evaluation/Comments

To realize the Company Principle:

The role of Dept.

Receive stamping parts from the upstream process as

planned, and then, provide high quality white-body
which fulfils the requirements of quality, quantity and What is the role?
cost by drawing fully upon the strength of the State that an organization or
advanced technology and technique of welding. individual offers what sort of
products or services to whom
(what sort of customers) and
what for (for what sort of
As a person in charge of quality control for purpose).
The role of Individual

Welding Module, I fulfil the following assignments:

- Solve problems regarding quality of mass
production
- Support to sort out quality issues of the lines
- Support maturing start-up quality of new models
- Planning and promoting for guaranteeing quality of
mass production
- Other special assignments
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3- 2 - 2 Understand the organization’s role and your own role

Example
Dept. TQM Promotion Office Name Surname (Asst. Mgr.)
Roles Evaluation/Comments
According to the policy of TQM company-wide deployment,
We provide the following services to each regional operation
The role of Dept.

and contribute to the company business.

- Development of TQM education and training activities

- Promotion and checking of company-wide policy with TQM
- Research and development for new work processes
- Provision of support for organizing BIM and other
company-wide meetings

As a person in charge of TQM training programme

development, I’d provide the following services to in-house
The role of Individual

customers to contribute to TQM deployment and establishment

- Preparation of training sessions (booking venues, providing

information, preparing teaching materials, etc.)
- Administrative work for contact office (handling
applications, scheduling, providing lecturer assistance,
summarizing questionnaires, etc.)
- Assistance lecturers for New Employee Training
- Others (General affairs of Education Group)
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