introduction of total quality management
DESCRIPTION
TRANSCRIPT
LOGO
TOTAL QUALITY MANAGEMENT TOTAL QUALITY MANAGEMENT
BY : NIK ROZILAINI
WHAT IS QUALITY IN HOSPITALITY?
2
Perfection
Consistency
Eliminating waste
Fast delivery
Compliance with policies and procedures
Providing a good, usable product
Doing it right
Delighting or pleasing customers
Total customer service and satisfaction
1
4
5
1
2
3
Transcendent or judgmental definition: excellence
Product-based definition: quantities of product attributes
User-based definition: fitness for intended use
Value-based definition: quality vs. price
Manufacturing-based definition: conformance to specifications
FORMAL DEFINITION OF QUALITY
Quality PerspectivesQuality Perspectives
4
Customer
Distribution
products and services
needs
transcendent &product-based user-based
manufacturing- based
value-based
Marketing
Design
Manufacturing
Information flowProduct flow
THE HISTORY OF QUALITY
MIDDLE AGES INDUSTRIAL AGES CURRENT AND FUTURE
Skilled craftsmanship during Middle Ages
Industrial Revolution: rise of inspection and separate quality departments
Early 20th Century: statistical methods at Bell System
Quality control during World War II
Post-war Japan: Evolution of quality management as promoted by Deming and Juran
.
US quality crisis around 1980; growth of product quality awareness in manufacturing industries
Quality as a management discipline: from “Little Q” to “Big Q” – emergence of Total Quality Management
Malcolm Baldrige National Quality Award (1987)
Disappointments and criticism
Skilled craftsmanship during Middle Ages
Industrial Revolution: rise of inspection and separate quality departments
Early 20th Century: statistical methods at Bell System
Quality control during World War II
Post-war Japan: Evolution of quality management as promoted by Deming and Juran
CONTRIBUTES TO
4 STAGES CHARACTERISTICS
Summary● 4 Stages and the Characteristics
1st stage
2nd stage 3rd stage
4th stage
SortingCorrecting
Identify the none conformance
Quality manualPerformance data
Self inspectionProduct testing
Quality planningStatistics usage
Paperwork control
Third party approvals
System auditsQuality manual
Quality costsProcess control
Failure detectionEffect analysis
FocusedContinuous
Internal customersPrevention
Interdepartmental barriers
Leadership
QUALITY INSPECTIONS (1910S ) QUALITY CONTROL (1924 ) QUALITY ASSURANCE (1950) QUALITY MANAGEMENT (1980)QUALITY INSPECTIONS (1910S ) QUALITY CONTROL (1924 ) QUALITY ASSURANCE (1950) QUALITY MANAGEMENT (1980)
THE IMPORTANCE OF QUALITY
2014 2025
QUALITY AND PROFITABILITY CONTINUES
QUALITY
PROFITABILITY
Competitions
Changing product mix
4 REASONS
High level of customers satisfaction
Changing customers
Quality and ProfitabilityQuality and Profitability
8
Improved quality of design
Higher perceived value
Increased market share
Higher prices
Increased revenues
Improved quality of conformance
Lower manufacturing and service costs
Higher profitability
QUALITY PRINCIPLESQUALITY PRINCIPLES
TOTAL QUALITY
QUALITY PRACTICESQUALITY PRACTICES
QUALITY TECHNIQUES QUALITY TECHNIQUES
Foundation of the philosophies
Based on three fundamental principles: A focus on customer s
and stakeholders Employee engagement
and teamwork A process focus
supported by continuous improvement and learning
e
TOTAL QUALITY PRINCIPLES
[Image Info] www.wizdata.co.kr - Note to customers : This image has been licensed to be used within this PowerPoint template only. You may not extract the image for any other use.
e
TOTAL QUALITY PRACTICESS
[Image Info] www.wizdata.co.kr - Note to customers : This image has been licensed to be used within this PowerPoint template only. You may not extract the image for any other use.
Strategic planning and design of organizational and work systems
Customer engagement and knowledge acquisition Workforce management Process management Information and knowledge management Leadership
e
TOTAL QUALITY TECHNIQUES
[Image Info] www.wizdata.co.kr - Note to customers : This image has been licensed to be used within this PowerPoint template only. You may not extract the image for any other use.
Statistical methods
Visual aids for problem solving, such as flowcharts
Techniques specific to quality assurance activities, such as control charts, measurement systems analysis, reliability models, and so on.
3 LEVELS OF QUALITY
ORGANIZATION LEVEL
INTERNAL
2.PERFORMANCE/
JOB LEVEL
1.PROCESS LEVEL
QUALITY
Organizational level: meeting external customer requirements
Process level: linking external and internal customer requirements
Performer/job level: meeting internal customer requirements
ORGANIZATION LEVEL
VisionVision
SERVICES
PROFITABILITY
PRODUCTS
45%
20%10%
25%
Quality and Personal ValuesQuality and Personal Values● Personal initiative has a positive impact on
business success
● Quality-focused individuals often exceed customer expectations
● Quality begins with personal attitudes
● Attitudes can be changed through awareness and effort (e.g., personal quality checklists)
16
Is driven by customer wants and needs
Makes significant contribution to business success
Matches organization’s unique resources with opportunities
Is durable and lasting
Provides basis for further improvement
Provides direction and motivation
QUALITY
COMPETITIVE ADVANTAGECOMPETITIVE ADVANTAGE
INFLUENCE OF QUALITYINFLUENCE OF QUALITY
PERSONEL VALUESPERSONEL VALUES
LOGO
THE END…..THE END…..FOR FURTHER REFERENCES KINDLY READ THE TEXT BOOK!!FOR FURTHER REFERENCES KINDLY READ THE TEXT BOOK!!