MIS-306: Total Quality Management

1. Total Quality Management

----Dale H. Besterfield, and others (3rd Edition)
Total Quality Management (TQM)
Total—Make up the whole
Quality—Degree of excellence a product or
service provides
Management—Act, art, or manner of handling,
controlling, directing, etc.
• TQM is the art of managing the whole to achieve
excellence.

• TQM is defined as both a philosophy and a set

of guiding principles that present the foundation
of a continuously improving organization.

• It is the application of quantitative methods and

human resources to improve all the processes
within an organization and exceed customer
needs now and in the future.
• TQM integrates fundamental management
techniques, existing improvement efforts, and
technical tools under a disciplined approach.

• Basic Approach:
1. A committed and involved management to
provide long term top to bottom organizational
support.

2. An unwavering focus on customer, both

internally and externally.
3. Effective involvement and utilization of the entire
work force.

4.Continuous improvement of the business

and production process.

5. Treating suppliers as partners.

6. Establish performance measures for the

processes.
 New and Old Cultures:
Quality Element Previous State TQM

Definition Product-oriented Customer-oriented

Priorities Second to service First among equals of

and cost service and cost

Decisions Short-term Long-term

Emphasis Detection Prevention
Errors Operations Systems
Responsibility Quality control Everyone

Problem Solving Managers Teams

Procurement Price Life-cycle costs,
partnership
Manager’s Role Plan, assign, Delegate,
control, and coach, facilitate,
enforce and mentor
Gurus of TQM
• Shewhart
• Deming
• Juran
• Feiganbaum
• Ishikawa
• Crosby
• Taguchi
Different Dimensions of Quality
• Performance: Primary product characteristics
• Features: Secondary characteristics, added
features
• Conformance: Meeting specifications or
industry standards
• Reliability: Consistency of performance over
time, average failure time
• Durability: Useful life
• Service: Resolution of problems and complaints,
ease of repair
• Response: Human-to-human interface, (eg,
courtesy of dealer)
• Aesthetics: Sensory characteristics,such
as exterior finish
• Reputation: Past performance
HISTORICAL OVERVIEW
HISTORICAL OVERVIEW

OBSTACLES
• Lack of management commitment
• Inability to change organizational culture
• Improper planning
• Lack of continuous training and education
• Incompatible organizational structure and
isolated individuals and departments
• Ineffective measurement techniques and lack of
access to data and results
• Paying inadequate attention to internal and
external customers
• Inadequate use of empowerment and teamwork
• Failure to continually improve