A Seminar Report On Evolution of total Quality Management Submitted to PROF.

Kiran Pol
SUBMITTED BY Ms. Nisha T. Kadam CLASS

MBA-II(Sem-iv) Roll no. 50

2012-2013

TOTAL QUALITY MANAGEMENT

DEFINITION
TQM means satisfying customers first time every time. It means enabling your employees to solve problems and eliminate waste. -KIT SADGROVE TQM is an evolving system of practices, tools and training methods for managing companies to provide customer satisfaction in a rapidly changing world. -ALAN GRAHAM, DAVID WALDEN

HISTORY OF TQM
In the 1980s to the 1990s, a new phase of quality control and management began. This became known as Total Quality Management (TQM). Having observed Japans success of employing quality issues, western companies started to introduce their own quality initiatives. TQM, developed as a catchall phrase for the broad spectrum of quality-focused strategies, programmes and techniques during this period, became the centre of focus for the western quality movement. A typical definition of TQM includes phrases such as: customer focus, the involvement of all employees, continuous improvement and the integration of quality management into the total organisation.

INTRODUCTION

TQM is a way of thinking about goals, organisations, processes and people to ensure that the right things are done right the first time. In other words, TQM is a philosophy, for managing an organisation in a way which enables it to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values. TQM is based on the premise that the quality of products and processes is the responsibility of everyone involved with the creation or consumption of the products or services offered by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or exceed customer expectations

EVOLUTION OF TQM

1) INSPECTION
Inspection involves measuring, examining, and testing products, process and services against specified requirements to determine conformity.

The use of inspection has been evident throughout the history of organised production. In the late middle Ages, special measures were taken to inspect the work of apprentices and journeymen in order to guard the Guild against claims of makeshift or shoddy work.

During the early years of manufacturing, inspection was used to decide whether a workers job or a product met the requirements; therefore, acceptable. It was not done in a systematic way, but worked well when the volume of production was reasonably low. However, as organisations became larger, the need for more effective operations became apparent. Examples: - Salvage, sorting, grading, blending, corrective actions, identify sources of non-conformance.

2) QUALITY CONTROL
In this step, the performance data were collected and statistical techniques were used to keep the process under control. Quality Control was introduced to detect and fix problems along the production line to prevent the production of faulty products. Statistical theory played an important role in this area.

In the 1920s, Dr W. Shewhart developed the application of statistical methods to the management of quality. He made the first modern control chart and demonstrated that variation in the production process leads to variation in product. Therefore, eliminating variation in the process leads to a good standard of end products. Statistical Quality Control Includes:-

a) focuses on product and the detection and control of quality problems; b) involves testing samples and statistically infers compliance of all products; c) is carried out at stages through the production process; and d) Relies on trained production personnel and quality control professionals. Examples -process performance data, self-inspection, product testing, basic quality planning& use of basic statistics.

3) QUALITY ASSURANCE

Quality assurance (QA) refers to the systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled.

It is the systematic measurement, comparison with a standard, monitoring of processes and an associated feedback loop that confers error prevention.

Two principles included in QA are: "Fit for purpose", the product should be suitable for the intended purpose; and "Right first time", mistakes should be eliminated.

QA includes management of the quality of raw materials, assemblies, products and components, services related to production, and management, production and inspection processes. Examples:- Quality systems development, advanced quality planning, comprehensive quality manuals, use of quality costs, involvement of non-production operations, failure mode and effects analysis.

4) TQM
TQM focused on customers and considered customers as king. TQM is essentially a management philosophy where every individual in an organization is motivated to work towards a common vision, in an ideal environment, continuously improving their performance, resulting in better opportunities. The key factors here are teamwork, continuous improvement and performance measurement

EXAMPLES

Bechtel TQM was started in 1987 and has recently been reorganized into CCI (an
acronym for Commitment to Continuous Improvement). The initiatives for their TQM process were obtained from their customers by using a simple questionnaire.

Motorola has a successfully working TQM process. Motorolas fundamental

objective is Total Customer Satisfaction. They have won the Baldrige award and are corporate leaders in TQM.