chapter 7 total quality management

8/12/2019 Chapter 7 Total Quality Management

1/25

Oxford University Press 2008. All rights reserved.1

Total Quality Management


2/25


Overview of Total Quality

Management (TQM)


3/25


TQM Defined

The Japanese Union of Scientists & Engineers(JUSE) defines TQM as:-

Total Quality Management (TQM) is a set ofsystematic activities carried out by the entireorganization to effectively and efficientlyachieve company objectives so as to provide

products and services with a level of qualitythat satisfies customers, at the appropriatetime and price


4/25


Demings PDCA Cycle

Plan what is

needed

Doit

Check that it works

Act to correct any

problems orimprove

performance


5/25


Demings 14 Points

1. Consistency of Purpose is a must for continualimprovement of the product

2. Continuous change and innovation is a must forsurvival

3. Quality cannot be achieved only by inspection

4. Lowest Price should not be the criteria forselecting a supplier

5. Eliminate wastes in every functional area, not onlyproduction

6. On the job training of employees

7. Attitude of supervisors & managers towardsworkers should be that of a facilitator


6/25


Demings 14 Points

8. Encourage workers to give quality improvementideas without fear

9. Remove the barriers between departments &individuals

10. Posters and slogans should be eliminated

11. Numerical targets and work standards may affectquality

12. Remove obstacles in the good workmanship ofhourly workers to instill a sense of pride in them.

13. Vigorous programs of retraining and education ofemployees are must.

14. Top Managements commitment for ever-improvingquality is a must


7/25


Demings 7 Deadly Diseases

1. Lack of constancy of purpose to plan product andservice that will have a market and keep thecompany in business, and provide jobs.

2. Emphasis on short term profits.

3. Evaluation of performance, merit rating, or annual

review.4. Mobility of management; job hopping.

5. Management by use only of visible figures, withlittle or no consideration of figures that areunknown or unknowable.

6. Excessive medical costs.7. Excessive costs of liability.


8/25


Jurans Quality Planning Road Map

1. Identify who are the customers.2. Determine the needs of those customers.

3. Translate those needs into our language.

4. Develop a product that can respond to those needs.

5. Optimize the product features so as to meet ourneeds as well as customer needs.

6. Develop a process which is able to produce theproduct.

7. Optimize the process.

8. Prove that the process can produce the productunder operating conditions.

9. Transfer the process to Operations.


9/25


The Juran Triology Diagram


10/25


The Spiral of Progress in Quality


11/25


Four Absolutes of Quality Management

1. Quality is defined as conformance torequirements, not as 'goodness' nor

'elegance'.

2. The system for causing quality is prevention,not appraisal.

3. The performance standard must be Zero

Defects, not 'that's close enough'.

4. The measurement of quality is the Price ofNon-conformance, not indices.


12/25


Crosbys 14 Steps to Quality

Improvement

1. Make it clear that management is committed toquality.

2. Form quality improvement teams with seniorrepresentatives from each department.

3. Measure processes to determine where current andpotential quality problems lie.

4. Evaluate the cost of quality and explain its use as amanagement tool.

5. Raise the quality awareness and personal concern of

all employees.6. Take actions to correct problems identified through

previous steps.


13/25



Improvement

7. Establish progress monitoring for theimprovement process.

8. Train supervisors to actively carry out theirpart of the quality improvement programme.

9. Hold a Zero Defects Day to let everyonerealize that there has been a change and toreaffirm management commitment.

10. Encourage individuals to establishimprovement goals for themselves andtheir groups.


14/25



Improvement

11. Encourage employees to communicate tomanagement the obstacles they face inattaining their improvement goals.

12. Recognize and appreciate those who

participate.13. Establish quality councils to communicate

on a regular basis.

14. Do it all over again to emphasize that thequality improvement programme neverends


15/25


Quality Management Maturity Grid

Maturity Stage 1: Uncertainty

Maturity Stage 2: Awakening

Maturity Stage 3: Enlightenment

Maturity Stage 4: Wisdom

Maturity Stage 5: Certainty


16/25


Six Quality Measurement Categories in

Quality Management Maturity Grid

Management understanding andattitude

Quality organization status

Problem handling

Cost of quality as percentage of sales

Quality improvement actions

Summation of company quality

posture


17/25

Oxford University Press 2008. All rights reserved.

17

Aims of Quality Circles

1. To contribute to the improvement anddevelopment of the enterprise.

2. To respect human relations and build a

happy workshop offering jobsatisfaction.

3. To deploy human capabilities fully and

draw out infinite potential.


18/25


18

Comparing the Quality Gurus


19/25


19

Kaizen Defined

Kai in the Japanese means change,while Zen means good (for the

better), so that Kaizen means

improvement. Kaizen is a sub-system of JIT and implies continuous

improvement in every sphere of

activity.


20/25


20

Comparing the Quality Gurus


21/25


21

Savings through Kaizen

B fit f M i t


22/25


22

Benefits of Maintenance

Management


23/25


23

Types of Maintenance Costs

Th Ei ht Pill f T t l P d ti


24/25


24

The Eight Pillars of Total Productive

Maintenance (TPM)

1. Jishu Hozen (JH) or autonomousmaintenance

2. Kobetsu Kaizen (KK) or individualimprovement

3. Planned maintenance (PM)4. Hinshitsu Hozen or quality maintenance

5. Early management or developmentmanagement

6. Education & training7. Safety, health & environment (SHE)

8. Office TPM


25/25


25

Five S

1. seiri (sorting out)

2. seiton (systematic arrangement)

3. seiso (spic-n-span)

4. seiketsu (standardise)

5. shitsuke (self-discipline)

chapter 7 total quality management

Documents