PRODUCTION & OPERATIONS MANAGEMENT

PRODUCTION & OPERATIONS MANAGEMENT

TOTAL QUALITY MANAGEMENT

PRODUCTION & OPERATIONS MANAGEMENT

What is TQM?
Total customer satisfaction as the objective
Totality of functions
Total range of products and services offered by the

organisation
Addressing all aspects and dimensions of quality
Addressing the quality aspect in everything:
Products
Services
Processes
People
Resources
Interactions

..contd
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PRODUCTION & OPERATIONS MANAGEMENT

What is TQM?
Satisfying all customers internal & external
Addressing the total organisational issue of retaining

customers and improving profits as well as generating

new business for the future
Involving everyone in the organisation in the attainment of
the said objective
Demanding total commitment from all in the organisation
towards the achievement of the objective

PRODUCTION & OPERATIONS MANAGEMENT

Total Customer Satisfaction

The traditional view of quality has been either corrective

(quality control) or preventive (quality planning)

Preventive ensures less of corrective or bad products
going beyond a point
This leads to the cost of quality
TQM is focussed intensely on the customer, his
requirements, preferences and expectations
TQM studies as to how the customer interacts either by
design or default with the product/services and how
satisfied is he with these interactions
Important to note that any interface or interaction could
be a potential customer
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PRODUCTION & OPERATIONS MANAGEMENT

Totality of Functions
When any focussed job has to be done, the entire

organisations concentration and energy must be behind it

Every functional department has to be fully and actively
involved
They are inter-related and inter-dependent and hence
must function like a symphony

PRODUCTION & OPERATIONS MANAGEMENT

Total Range of Products & Services

TQM benefits will accrue both to the customers as well as

the organisation when it is applied to the entire range of

products and/or services

PRODUCTION & OPERATIONS MANAGEMENT

All Dimensions of Quality

These include:
Performance
Features
Aesthetics
Reliability
Durability
Serviceability
Safety
User-friendliness
Customisability
Environment friendliness

.contd
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PRODUCTION & OPERATIONS MANAGEMENT

All Dimensions of Quality

Also included are:
Responsiveness
Courtesy
Communication
Competence
Reliability
Credibility
Security
Normally a customer may not demand all these aspects

and in many cases may not even be aware of the same

Hence it is the organisations responsibility to identify and
implement the same
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PRODUCTION & OPERATIONS MANAGEMENT

Quality Instilled into Everything

Products, services, processes, people, resources and

interactions should all be of the highest quality and should

suitably meet the customers needs and expectations

PRODUCTION & OPERATIONS MANAGEMENT

Satisfy both Internal and External Customers

Primarily quality is regarding satisfying the external

customer
However since usually there are many processes
involved in manufacture of any product or delivery of any
service there are many internal customers involved
Hence internal satisfaction if essential to achieve external
satisfaction

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PRODUCTION & OPERATIONS MANAGEMENT

Retain Customers, Increase Profits & Generate

New Business
TQM is for the organisations survival and continued

contribution to the economy and society through its

healthy existence
For this it has to at least retain its customers as well as
keep an eye on its ROI
TQM should spur the company towards development of
additional customers and generating new business

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PRODUCTION & OPERATIONS MANAGEMENT

Total Involvement in the Organisation

Even the best processes and systems require people to execute

them
Hence the need to develop technical and/or interaction skills of
employees specific to their jobs
Need to keep employees informed about related aspects such as:
Specific customer needs and/or expectations
Specific market developments and changes
Organisations mission and goals
Critical requirements/factors for quality
Processes that an employee may operate or interact with
Any employees specific roles, responsibilities and authorities
Metrics that are used to measure performance
Rules and regulations (statutory)
Values important to the organisation

.contd
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PRODUCTION & OPERATIONS MANAGEMENT

Total Involvement in the Organisation

In general expand the employees knowledge base

regarding the market in general, its trends , the

competition, their organisations role in the market and
society and the organisational culture and philosophy
This can be done through:
Training
Providing information
Education ( both formal & informal)

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PRODUCTION & OPERATIONS MANAGEMENT

Organisational Culture
This is what ultimately inspires, guides and supports an

employee in the performance of his tasks effectively

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PRODUCTION & OPERATIONS MANAGEMENT

Leadership & Commitment

The right organisational culture requires a committed

leadership
Ultimately it is the leadership quality and the level of
commitment that will prevail

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