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Unit 5 TQM

The document discusses Total Quality Management (TQM). It provides definitions of quality from various perspectives and outlines key concepts of TQM including a focus on customers, continuous improvement, and treating suppliers as partners. TQM is defined as an integrated effort to improve quality performance at all levels of an organization through quantitative methods and human resources. The benefits of TQM include creating a good corporate culture, better customer reviews and employee performance.

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31 views

Unit 5 TQM

The document discusses Total Quality Management (TQM). It provides definitions of quality from various perspectives and outlines key concepts of TQM including a focus on customers, continuous improvement, and treating suppliers as partners. TQM is defined as an integrated effort to improve quality performance at all levels of an organization through quantitative methods and human resources. The benefits of TQM include creating a good corporate culture, better customer reviews and employee performance.

Uploaded by

Beast Bot69
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Dr.

Veena Tarkunde 1

TOTAL QUALITY MANAGEMENT


Dr. Veena Tarkunde
Definitions:
2

 Quality is fitness for use: Juran


 Quality should be aimed at the needs
of consumer, present and future:
Deming

Dr.Veena Tarkunde
Definitions:
3

 Quality is the conformance to


requirements or specifications: Crosby
 Quality is physical or non physical

characteristics that constitutes that basic


nature of a thing or is one of its
distinguishing futures: Webster’s
Dictionary
Dr.Veena Tarkunde
Definition by American society for
4
quality:
 Quality is a subjective term for which each person
has his or her own definition. In technical usage,
quality can have two meanings:
1. The characteristics of a product or service that
bear on its ability to satisfy stated or implied
needs and
2. A product or service free of deficiencies.

Dr.Veena Tarkunde
Customer driven definition of Quality..
5

 Quality is the value for money!

Dr.Veena Tarkunde
TQM: A process for managing quality:
6

 TQM is an integrated effort designed


to improve quality performance at
every level of the organisation.
 TQM is the act of managing the

whole organisation, its suppliers and


buyers etc to achieve excellence.

Dr.Veena Tarkunde
TQM
7

 TQM is the application of Quantitative


methods and human resources to
improve the materials and services
supplied to an organisation, all the
process within an organisation and the
degree to which needs of the customers
are met, now and in future.

Dr.Veena Tarkunde
Six Basic concepts of TQM:
8

 Commitment of top management to quality


 Focus on internal and external customers

 Effective involvement of the entire workforce

 Continuous improvement of business and

production process
 Treating suppliers as partners (Supplier

partnering or supplier teaming)


 Establish performance measures for the

process Dr.Veena Tarkunde


Quality Planning:
9

 The act of planning is thinking in advance the


sequence of actions to accomplish certain objectives.
 Quality plans are needed for answering these
questions:
 What quality work needs to be done?
 When each work activity needs to be done?
 Who does it? What position , in what organisational
component?
 Where it is to be done?
 How is it to be done?
Dr.Veena Tarkunde
Quality Plans contd..
10

 What are the inputs to the work?


 What tools or equipments are needed?

 What are the outputs?

 Is any record of the action to be made?

 Are there any alternative courses of

action to be taken?

Dr.Veena Tarkunde
TQM:

 Internal Customers
 Right first time

 Customer focus

 Continuous improvement
Benefits of TQM:

 Creates a good corporate culture


 Better reviews from customers

 Better performance from employees...


Internal Customer:

 Internal customers are the employees of


the organisation.
 Satisfaction of internal customers ensures

the satisfaction of external customers.


 Only if the internal customers are

satisfied , they will think about the


satisfaction of the external customers.
External Customer’s perception of
quality:
 Performance
 Features
 Service
 Warranty
 Price
 Reputation
Continuous Process Improvement:

 CPI is a never ending effort to discover


and eliminate the main causes of
problems in organisation.
Things to remember..
16

 Quality is everyone’s responsibility!


 Do it right first time, every time!

Dr.Veena Tarkunde

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