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Cbme 1 - Module 1

Total Quality Management (TQM) is a structured system for satisfying customers and suppliers through integrating business processes, continuous improvement, and breakthroughs. TQM helps companies improve products, increase efficiency and customer satisfaction, lower costs and risks, reduce human errors, and keep up with competition. A quality management system aims to prevent errors in projects through dedicated improvement activities and enhanced organizational efficiency. Benefits include achieving project scope, satisfying customers, producing consistent products, implementing best practices, and improving communications. TQM evolved from scientific management in the 1920s and quality pioneers like Deming influenced its development in Japan from the 1950s onward.

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335 views

Cbme 1 - Module 1

Total Quality Management (TQM) is a structured system for satisfying customers and suppliers through integrating business processes, continuous improvement, and breakthroughs. TQM helps companies improve products, increase efficiency and customer satisfaction, lower costs and risks, reduce human errors, and keep up with competition. A quality management system aims to prevent errors in projects through dedicated improvement activities and enhanced organizational efficiency. Benefits include achieving project scope, satisfying customers, producing consistent products, implementing best practices, and improving communications. TQM evolved from scientific management in the 1920s and quality pioneers like Deming influenced its development in Japan from the 1950s onward.

Uploaded by

Neyka Yin
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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LESSON 1: Introduction to Total Quality Management

o Total Quality Management – is a structured system for satisfying internal and external customers and
suppliers by integrating the business environment, continuous improvement and breakthrough with
development, improvement and maintenance cycles while changing organizational culture.

o Importance of Total Quality Management


1. More consistent products and increased efficiency – quality management value lies in its
ability to help companies improve their products’ reliability, durability and performance.
These factors help differentiate a business from its competitors.
2. Greater customer satisfaction – quality management can help you turn prospects into loyal
customers. It does so by continuously improving your products, incorporating changes and
eliminating defects. It provides companies with the information they need to develop goods
and services that customers want.
3. Fewer costs, Increased profits – organizations can implement total quality management
(TQM) practices to identify areas of improvement in a variety of sectors such as:
a. Marketing and sales
b. Research
c. Manufacturing
d. Equipment maintenance
e. Administrative and legal departments
f. Finance and accounting
4. Reduced risks – risk mitigation goes beyond choosing adequate business insurance coverage
and investing in cutting-edge data security software. Once your products leave the building,
there are plenty of risks to consider.
5. Fewer human errors – quality management practices can reduce human error and improve a
company’s validation activities. Your employees will have a set of guidelines to follow
during their day-to-day operations which helps eliminate guesswork and ensure compliance.
6. Keep up with the competition – quality management systems provide the information and
guidelines for doing things correctly. They help your business achieve optimum efficiency
and utilization of available resources.

o Quality – defines what is required and how it can be achieved. It also implies complying with the
necessities and suitability of being used. The realm of quality has been changing rapidly to numerous
other disciplines like finance, information technology and human resources.

o Quality Management System – the implementation of dedicated activities in a project to obtain


continuous improvement and enhance the organization efficiency.
 The aim is to prevent the errors while within the project and not after a product has been
delivered to the user.
o Benefit of Quality Management System
1. Achievement of Project Scope
 Project scope – this system facilitates a business, to attain the objectives that have been
defined in the organization strategy. It ensures the achievement of stability and reliability
regarding the technique, equipment and resources being used in a project.
2. Customer Satisfaction – a fully recognized and implemented quality management system will
ensure that the customer is satisfied by meeting their requirements and will thus enhance the
confidence of the customer.
3. Consistent Products – implementing a quality management system can assist to attain more
consistency in the project activities and enhance the effectiveness by improvement in the
resources and time usage.
4. Implementation of Best Practices and Process Improvement – the systems, products, and
processes are continually improved by the implementation of best practices like modern
manufacture techniques, use of primavera project management software and the use of proper
quality control techniques.
5. Increase in Production – improved production is achieved due to proper evaluation techniques
being applied and better training of the employees.
6. Less rework – since efforts are directed towards quality products, rework due to warranty claims
is minimized.
7. Increased Financial Performance – investment in quality management systems are rewarded by
improved financial performance.
8. Increase in Market Share – other quality management system benefits includes proper
management of project risks and costs, and identification of development prospects. This results
in an increase in market share and reputation and capability to react to industry opportunities.
9. Improvement in Internal Communications – an efficient quality management system should
initially accurately determine the expectations and needs of the customers and subsequently
transform this into quality products.

o History and Evolution of Total Quality Management

Year Events
1920s Some of the first seeds of quality management were planted as the principles of
scientific management swept through US industry.
Businesses clearly separated the processes of planning and carrying out the plan
and union opposition arose as workers were deprived of a voice in the
conditions and functions of their work.
The Hawthorne experiments in the late 1920s showed how worker productivity
could be impacted by participation.
1930s Walter Shewhart developed the methods for statistical analysis and control of
quality.
1950s W. Edwards Deming taught methods for statistical analysis and control of
quality to Japanese engineers and executives. This is can be considered the
origin of TQM.
Joseph M. Juran taught the concepts of controlling quality and managerial
breakthrough.
Armand V. Feigenbaum’s book Total Quality Control, a forerunner for the
present understanding of TQM was published.
Philip B. Crosby’s promotion of zero defects paved the way for quality
improvement in many companies.
1968 The Japanese named their approach to total quality companywide quality
control. It is around this time that the term quality management systems arise.
Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s ascendancy
as a quality leader.
Today TQM is the name for the philosophy of a broad and systematic approach to
managing organizational quality. Quality standards such as ISO 9000 series and
quality award programs such as the Deming Prize and the Malcolm Baldrige
National Quality Award specify principles and processes that comprise TQM.

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