Introduction to tqm

Introduction to tqm

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  Introduction to TQM Total Quality Management
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  2500 B.C 1632 1900 1920 2012
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  Story has notended yet! Still there is lot of room for improvement.
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  What is quality?
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  Quantified definition ofQuality: Q=P/E where, Q = quality P = performance E = expectations If Q is greater than 1, then the customer has a good feeling about the quality of product or service.
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  Dimensions of quality Dimensions of quality are the different features of product or service. Functionality: Functionality refers to the core features and characteristics of a product that satisfy the customer. Reliability: Reliability is measured by mean time between failures (MTBF) and mean time to first failure. Reliability is an indicator of durability of products.
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  Usability: A product should be user friendly. The customer should be able to use the product easily without the help of expert. Maintainability: It refers to the ease with which a product can be maintained in the original condition. Maintainability is measured as mean time to repair (MTTR). Efficiency: Efficiency is how much out put is taken by different products on giving same input.
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  Aesthetics: A product or service should not only perform well but also appear attractive. It also includes color, finish and overall look of product or service. Serviceability: It includes:  How well the customers are treated?  How complaints are handled and resolved?  How much time you take to resolve problem? This feature plays a vital role in service organizations.
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  What is TQM? TQM implies that every one associated with the organization is committed towards continual improvement of the organization through customer satisfaction. TQM – A Road to success
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  Gurus of TQM •Dr. Walter Shewhart (1891-1967) USA Achievement: Control Charts • Dr. Edward Deming (1900-1993) USA Achievement: PDCA cycle
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  • Joseph MJuran (1904 – 2008) USA Achievement: Juran Trilogy • Philip Crosby (1926 – 2001) USA Achievement: Zero Defect philosophy • Kaoru Ishikawa (1915 – 1987) Japan Achievement: Fish bone diagram
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  Evolution of TQM •Quality Management philosophy was evolved in Japan after second world war. • An American expert Edwards Deming helped Japanese to apply concepts of TQM. • In 1968 the Japanese shaped the phrase Total Quality Control and became the world quality leader. • In the 1980 the U.S. Navel Air Systems coined the TQM phrase. The Navy based most of the principles on the Japanese Total Quality Control philosophy. • In 80’s most companies in the world started applying this concept and enhanced their productivity and profitability remarkably.
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  Role of leadershipin TQM • Promoting cultural change • Leading from the front • Open communication • Removing barriers between departments • Instilling more customer focus • Aligning company goals with Vision and Mission
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  Strategy for qualityevolved with time is given: Inspection Quality control Pre-world war 2 ----------------------------------------------------------------------- Quality Assurance Post world war 2 Quality Management TQM (Evolution of Quality) In 1985 the Americans came up with the term TQM to represent essentially the Japanese way of quality management.
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  Quality Control V’s Quality Assurance
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  Quality Control Quality Assurance • Reactive approach • Proactive approach • Focuses on product/service • Focuses on process • Find defects • Prevent defects • Line function • Staff function
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  Quality Management: QM comprisesall activities of the overall management function that determines the quality policy, objectives and responsibilities & implement them by means such as quality planning, quality control, quality assurance and quality improvement with in the quality system.
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  Main pillars of Total Quality Management • Customer Satisfaction • Performance Measurement • Continual Improvement • Statistical Process Control • Employee Involvement • Supplier evaluation • Management commitment • Acceptance Sampling • Process Capability/6σ
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  According to aworldwide Gallup poll of 20 000 people conducted recently by Bozell Worldwide of America, world consumers believe the best quality goods are made by Japan.
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  Evaluation of businessparameters – Study report
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  Obstacles to TQMimplementation: • Lack of management commitment • Inability to change organizational culture • Improper planning • Lack of continuous training and education • Isolated individuals and departments • Ineffective measurement techniques • Paying inadequate attention to internal & external customers • Inadequate use of empowerment and teamwork • Failure to continually improve
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  Benefits of TQMinclude: • Improves competitive position • Increase adaptability to global markets • Elevated productivity • Eliminates defects • Significantly reduces waste. • Reduces quality costs • Improves management communication • Raises profits • Customer loyalty