TOTAL QUALITY MANAGEMENT

Definition

What is Quality ? often defined as meeting the needs of clients and freedom from deficiencies. quality services can only be accomplished through continuous problem solving and quality improvement

Definition What is TQM ? a management approach to long-term success through customer satisfaction a structured system for satisfying internal & external customers & suppliers by : integrating business environment, continuous improvement, breakthroughs with development, improvement & maintenance cycles

Why need implementation ?

competitors successfully gained certification to enhance the companys quality image to ensure continuos quality improvement to reduce the risk of product and service liability claims

Quality Management System

Process improvement - improvement of the process capability, defection and preventive of nonconformance

Total Quality Management Quality assurance Quality control

Preventive of defects - monitor process and eliminate causes of unsatisfying performance in order to prevent defect

Sorting good from bad products - quality characteristics (qualitative and quantitative) of a products are compared with the product specification

Inspection

Principles of TQM

Management Commitment Employee Empowerment Fact-based Decision Making Continuous Improvement Customer Focus

Principles of TQM - Management Commitment

TQM leadership requires manager to: Provide an inspiring vision and actively guide transformation.
Ensure strategic directions. Instill shared values. Establish objectives or targets. Require improvement action plans and review progress versus plans. Participate actively in improvement processes. Share knowledge about company plans and status. Inspire, guide, coach and support subordinates. Provide recognition frequently and immediately.

Principles of TQM - Employee Empowerment

6 points that will motivate employee to contribute:
Employees understand what is expected from them. The organization goals and measurements are consistent. Employees are given the skills and tools to do the job. Recognition of contributions is frequent and immediate. Employees know the score through positive communication. Employees perform with discipline.

4 points that will help organization to reach the final goals of employee empowerment:
Training Teamwork Policy Deployment Performance Appraisal

Principles of TQM - Fact Based Decision Making

Some of the tools: Flow Chart Pareto Analysis 9 keys to an effective analytic approach: Stating the concern or problem correctly. Full definition of the objective. Knows how to gather correct and appropriate data. Separating the opinion from fact. Knows the tools, when and how to use and what are their limitations. Keeps an open mind. Avoid filtering of facts. Understanding the motives behind the potential prejudiced or non-objective analyses.

Principles of TQM Continuous Improvement

In continuous improvement we will look at three main points:
Capability Improvement
Generation Supply generation Technology Operations People capability Defect Prevention Variability Reduction Non-value-added Elimination Cycle Time Control Simplification Variety Reduction

Operations Improvement

Prevention
There are three major mechanisms of prevention. The mechanisms are: Poka-yoke - Preventing mistakes from occurring. Inspection at Source - Detect the mistakes at the earlier stages. Stop in Time Stop the production when there is a mistake and continue the production when the mistake is corrected.

Principles of TQM Customer Focus

To exceed customer expectations at the lowest possible cost

Principles of TQM

Management commitment Culture

Culture

Quality system Quality people Culture Quality tools

TQM Model : Demings PLAN ACT STUDY

Plan Plan ahead for change. Analyze and predict the results. Do Execute the plan, taking small steps in controlled circumstances Study Check, study the results Act Take action to standardize or improve the process

DO

TQM Model : Demings Benefits of the PDSA/PDCA :

Daily routine management-for individual/team Problem solving process Project management Continuous development Vendor development Human resources development New Product development Process trials

TQM Model : Jurans

Quality Planning
According to Juran, quality planning must accomplish:

Meeting customers's needs Minimizing product dissatisfaction Avoiding rework Optimizing company performance Allowing participation by everyone in the company.

TQM Model : Jurans

Quality Improvement

Juran instructs us that control is an important aspect of quality...we

must maintain control, even for processes that prove to be very capable To establish control, a feedback loop takes place. The loop consists of: Sensor ...evaluates the performance of the system and reports this performance to the Umpire. Umpire ...understands the specification, goal or standard and compares the actual performance to the spec, goal or standard. If there significant discrepancies exist, the Umpire reports to the Actuator. Actuator ...Makes changes to the system to assure agreement with the spec, goal or standard.

TQM Model : Jurans

Quality Control y Prove that the process can produce the product under operating conditions. y Management is truly responsible for improving the quality of the products, processes y To do this, they must: y create awareness of the need for quality improvement y mandate quality improvement y create the infrastructure y train everyone y review progress y recognize successes y expound the results

TQM Model : Crosbys

Do It Right First Time & Zero Defects Four Absolutes of Quality Management
Quality is conformance to requirements Quality prevention is preferable to quality inspection Zero defects is the quality performance standard Quality is measured in monetary terms the price of non-conformance

http://www.mftrou.com/philiphttp://www.mftrou.com/philip-crosby.html

TQM Model : Ishikawas Find and cure causes, NOT symptoms

http://www.skymark.com/resources/tools/cause.asp http://courses.bus.ualberta.ca/orga432-reshef/fishbone.html http://quality.enr.state.nc.us/tools/fishbone.htm

Elements of TQM
Focus on quality and prevention of problems Cooperate with suppliers and customers Continuously improve and eliminate wasteful steps Encourage the proper climate, empower employees Use the problem solving / problem prevention cycle Use measurements to back decision

Elements of TQM
Focus on quality and prevention of problems
Reduce errors before and after delivery products to the customers. Failure to prevent defects will cause: extra people to inspect extra time and workload to fix error customers dissatisfaction, loss customers confidence, loss customers

Elements of TQM
Focus on quality and prevention of problems Cooperate with suppliers and customers
Vendor are treated as business partners with all parties working together to deliver quality product.

Elements of TQM
Focus on quality and prevention of problems Cooperate with suppliers and customers Continuously improve and eliminate wasteful steps
Quality is a moving target. To meet dynamic customer needs, the organization must be dynamic. Thus might involve eliminating position or whole classes of work.

Elements of TQM
Focus on quality and prevention of problems Cooperate with suppliers and customers Continuously improve and eliminate wasteful steps Encourage the proper climate, empower employees
Management must empower employees to innovate, trust and respect them. This is to ensure continuous improvement to work.

Elements of TQM
Focus on quality and prevention of problems Cooperate with suppliers and customers Continuously improve and eliminate wasteful steps Encourage the proper climate, empower employees Use the problem solving / problem prevention cycle
the gathering of information and its analysis the use of brainstorming before evaluating ideas evaluation of success

Elements of TQM
Focus on quality and prevention of problems Cooperate with suppliers and customers Continuously improve and eliminate wasteful steps Encourage the proper climate, empower employees Use the problem solving / problem prevention cycle Use measurements to back decision
Graphed data collected from customers feedback, which can be used to : spot trend find out why problem occurred and what to be done product design

TQM Tool Check sheet Flow Chart Histogram Control Chart Pareto Chart Cause and Effect Diagram Scatter Diagram
Continue...

TQM Tool Affinity diagram Tree L-Matrix Diagram Tree Diagram Gantt Chart Fault Tree Analysis (FTA) Relationship Diagram Process Decision Program Chart (PDPC) Cause & Effect Diagram

ISO What is standard ? Documented agreements containing technical specifications / criteria :

used as to ensure

rules, guidelines or definitions of characteristics

materials, products, processes and services are fit.

ISO Mission

To promote the development of standardization and related activities to facilitate the international exchange of goods and services to develop cooperation in the spheres of intellectual, scientific and economic activities

ISO 9000
Usage
Ensure management and workforce have systems in place

Functions
provides traceability (avoiding blame culture) get rid of folk-lore and put in place documentation provides assurance to other organization

ISO 9000
Why need ?
worldwide progress in trade liberalization interpenetrating of sectors worldwide communication systems global standards for emerging technologies developing countries

ISO 9000
Benefits :
to make product acceptable international (worldwide acceptance) to satisfy customer requirement to gain competitive advantage by improving the quality of products/services to improve return on investment though correct use of operating procedures, equipment, customer complaint procedures, preventive and correction action.

ISO 9000

ISO 9000
ISO 9000 ISO 9001 ISO 9002 ISO 9003 Quality management and quality assurance standards Model for quality assurance in design, development, production, installation and servicing - covering all 20 clauses Model for quality assurance in production, installation and servicing - covering 19 clauses excluding Design Control Model for quality assurance in final inspection and test covering 16 clauses, excluding Design Control, Purchasing, Process Control and Servicing

ISO 9000
ISO 9000 ISO 9004 Quality management and quality assurance standards Quality management and quality systems elements guidelines describes the basic set of elements by which quality management systems can be developed, implemented and maintained in a cost-effective way. Can be used as foundation for the implementation of TQM

ISO 9000
ISO 9000 ISO 9004 Quality management and quality assurance standards

ISO 9000
Other standards

ISO 9000
Phases to achieve
Phase One Involves initial review to assist in determining the requirements Phase Two Involves in drawing up the documentation required to meet ISO 9000, training of internal auditors, selecting external assessment body, undertaking internal training program, holding of management review Phase Three Actual assessment by the chosen external body

Quality Management Systems

Quality System (ISO 9000)

Team Work

Tools (SPC)

TQM

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