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Chap 1 Total Quality Management

The document outlines the Total Quality Management (TQM) approach, emphasizing its role in achieving organizational excellence through continuous improvement, customer focus, and employee involvement. It contrasts traditional quality methods with TQM principles, highlighting benefits for customers, companies, and employees, while also addressing obstacles to implementation. Key elements include a commitment to long-term success, data-driven decision-making, and quality certifications like ISO 9000 and Six Sigma.

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umamah.hussain123
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7 views

Chap 1 Total Quality Management

The document outlines the Total Quality Management (TQM) approach, emphasizing its role in achieving organizational excellence through continuous improvement, customer focus, and employee involvement. It contrasts traditional quality methods with TQM principles, highlighting benefits for customers, companies, and employees, while also addressing obstacles to implementation. Key elements include a commitment to long-term success, data-driven decision-making, and quality certifications like ISO 9000 and Six Sigma.

Uploaded by

umamah.hussain123
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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TOTAL QUALITY MANAGEMENT

The Total Quality Approach to


Quality Management: Achieving
Organizational Excellence

Presented by : Umamah
Zooha
INTRODUCTION
“There are only three types of people: those who make things
happen, those who watch things happen, and those who say,
‘What happened?’” – Ann Landers

Objective: To understand the Total Quality Approach and


its role in achieving organizational excellence.
How the Quality Concept Emerged
• Key elements like statistical data, Six Sigma, Lean,
teamwork, continual improvement, customer
satisfaction, and employee involvement existed
separately.
• Integration of these elements created a comprehensive
quality system.
• Shift from isolated improvements to a coordinated
approach for better results.
• Total Quality emphasizes continuous improvement,
defect prevention, and employee empowerment.
• Focus on long-term success rather than just short-term
fixes.
• Gained wide acceptance in the U.S. in the late 1980s
and early 1990s.
Quality, Value, and Organizational
Excellence
• Superior value is key for success in a competitive global
market.
• Three key elements of superior value:
•Superior quality – High product and service standards.
•Superior cost – Cost-effectiveness and efficiency.
•Superior service – Excellent customer support and satisfaction.
• Organizational excellence = Consistently delivering superior
value over the long term.
• Total Quality approach focuses on continuous improvement
in:
•Products Services
•Costs Processes
WHAT IS QUALITY
• Quality is a dynamic state associated with
products, services, people, processes, and
environments that meets or exceeds expectations
and helps produce superior value.

• Meeting or exceeding customer expectations.

• Applies to products, services, people, processes,


and environments.

• Ever-changing state.
HOW QUALITY IS ACHIEVED?
The Total quality approach has the following characteristics:
• Strategically based
• Customer focus (internal and external)
• Scientific approach to decision making and problem solving.
• Continual improvement of people, processes, product, service
and environment.
• Long-term commitment
• Teamwork
• Education and training
• Freedom through control
• Unity of purpose
• Employee involvement and empowerment
• Peak performance as a top priority.
TRADITIONAL
VS
TOTAL QUALITY APPROACH

🔴 Traditional Quality Approach: 🟢 Total Quality Approach (TQM):


• Focuses only on product defects. • Focuses on continuous improvement in
• Quality is checked after all areas.
production. • Quality is built into the process, not just
• Managers make decisions, checked at the end.
workers only follow orders. • Employees are involved and empowered
• Short-term profit is more to improve quality.
important than long-term quality. • Long-term success and customer
satisfaction are key goals.
KEY PRINCIPLES OF TQM
• Customer Focus – The customer decides what quality is.
• Continuous Improvement – Always look for ways to improve.
• Employee Involvement – Everyone in the company works for
better quality.
• Process-Based Thinking – Good processes lead to good results.
• Data-Driven Decisions – Use facts and data to make
improvements.
• Long-Term Success – Focus on sustained growth, not quick
wins.
BENEFITS OF TQM
For For Companies: For Employees:
Customers: • Higher efficiency and • A better work
• Better products environment.
and services. lower costs. • More involvement
• More value for • Increased customer and job
money. satisfaction and satisfaction.
loyalty.
• Improved reputation
and competitive
advantage.
OBSTACLES TO TQM
🚫 Lack of management support.
🚫 Resistance to change from
employees.
🚫 Poor planning and training.
🚫 Not focusing enough on customers.
QUALITY CERTIFICATION
• ISO 9000 – International standard for
quality management.
• Six Sigma – A method for reducing
errors and improving processes.
• Malcolm Baldrige Award – Given to
companies with excellent quality
practices.
CONCLUSION
• TQM is about continuous improvement in everything a company does.
• Success requires commitment from top management to every
employee.
• Companies that follow TQM principles become more efficient,
competitive, and customer-friendly.
ANY
QUESTION?

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