Introduction to TQM

Total Quality Management

2500 B.C

1632

1900 1920

2012

Story has not ended yet! Still there is lot of room for improvement.

What is quality?

Quantified definition of Quality:

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.

TQM
Total - made up of the whole
Quality - degree of excellence a product or service provides

Management - act, art or manner of planning, controlling, directing,

Therefore, TQM is the art of managing the whole to achieve excellence.

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 80s most companies in the world started applying this concept and enhanced their productivity and profitability remarkably.

Gurus of TQM
Dr. Walter Shewhart (1891-1967) USA Achievement: Control Charts

Dr. Edward Deming (1900-1993) USA Achievement: PDCA cycle

 Joseph M Juran (1904 2008) USA Achievement: Juran Trilogy

Philip Crosby (1926 2001) USA Achievement: Zero Defect philosophy Kaoru Ishikawa (1915 1987) Japan Achievement: Fish bone diagram

PDCA Cycle
3. Identify root causes

2. Analyze current situation or process

4. Generate and 1. Select improvement opportunity choose solutions

Start
9. Monitor; hold the gains 5. Map out and implement a trial run

8. Adopt, Adapt or Abandon 7. Draw conclusions 6. Analyze the results

EIGHT ELEMENTS OF TQM

RECOGNITION

ETHICS INTEGRITY

COMMUNICATION

THE EIGHT
ELEMENTS OF
LEADERSHIP

T. Q. M.

TRUST

TEAMWORK

TRAINING

12

Functions of these key elements

TQM requires the help of those eight key elements.
These elements can be divided into four groups according to their function. I. Foundation - It includes: Ethics, Integrity and Trust. II. Building Bricks - It includes: Training, Teamwork and Leadership. III. Binding Mortar - It includes: Communication. IV. Roof - It includes: Recognition.

Role of leadership in 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

Strategy for quality evolved 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.

Quality Control
Vs

Quality Assurance

Quality Control
Reactive approach

Quality Assurance
Proactive approach

Focuses on product/service

Focuses on process

Find defects

Prevent defects

Line function

Staff function

Quality Management:
QM comprises all 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 within the quality system.

Main pillars of

Total Quality Management

Customer Satisfaction Continual Improvement Employee Involvement Performance Measurement Statistical Process Control Supplier evaluation

Management commitment

Acceptance Sampling
Process Capability/6

According to a worldwide Gallup poll of 20 000 people conducted recently by Bozell Worldwide of America, world consumers believe the best quality goods are made by Japan.

Obstacles to TQM implementation:

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

Benefits of TQM include:

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

CONCLUSION
IMPROPER Communication between the departments is the root cause for TQMS failure. Right people should be rewarded at right time or should be given recognition. Lead by example, train employees for quality product. Create environment where there is no fear to share knowledge.

Quality is a Journey,not a Destination

REFERENCES
Google,wikipedia,scribd and slide-share. Books on TQM by John.S.Oakland ,2003 edition. Online Public Access Catalogue(OPAC). ISO 9001:2000.