total quality management

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FACULTY: Dr. Mossa. Anisa Khatun

TQM definition

Total Quality management is an enhancement to the traditional way of doing business.

Analyzing the three words, we haveTotal - Made up of the whole. Quality Degree of excellence a product or service provides. Management Act, art, or manner of handling, controlling, directing, etc. (the way Total quality is conducted)

TQM is the art of managing the whole to achieve excellence.

TQM mission

Excellence in IT

Performance review

Proper communication

TQM six basic Concepts

Management commitment to TQM principles and methods & long term Quality plans for the Organisation Focus on customers internal & external Quality at all levels of the work force. Continuous improvement of the production/business process. Treating suppliers as partners Establish performance measures for the processes.

Quality - Definitions

Quality is excellence that is better than a minimum standard. It is conformance to standards and fitness of purpose Quality is fitness for use of the product Joseph Juran.

Quality and customer expectations

Quality is also defined as excellence in the product or service that fulfills or exceeds the expectations of the customer. There are 9 dimensions of quality that may be found in products that produce customersatisfaction. Though quality is an abstract perception,it has a quantitative measure- Q= (P / E ) , where Q=quality, P= performance(as measured by the Mfgr.), and E = expectations( of the customer).

Quality is not fine-tuning your product at the final stage of manufacturing,before packaging and shipping . Quality is in-built into the product at every stage from conceiving specification & design stages to prototyping testing and manufacturing stages. TQM philosophy and guiding principles continuously improve the Organisation processes and result in customer satisfaction.

Quality has to incorporate the following;

conformation to specification. fitness for purpose. satisfy the customer. delight the customer. enchant the customer.

The 9 Dimensions of Quality

Performance Features Conformance ----------------------------Reliability Durability Service ----------------------------Response- of Dealer/ Mfgr. to Customer Aesthetics of product Reputation- of Mfgr./Dealer


Cost Service Features

The 9 Dimensions of Quality

Performance: Primary product characteristics, such as the brightness of the picture. Features: Secondary characteristics, added features, such as remote control. Conformance: meeting specifications or industry standards, workmanship. Reliability: Consistency of performance over time Durability: Useful life, includes repair. Service: Resolution of problems and complaints, ease of repair. Response: Human to human interface, such as the courtesy of the dealer. Aesthetics: Secondary characteristics, such as exterior finish. Reputation: past performance and other intangibles, such as being ranked first.

Benefits of Quality managementCustomer satisfaction Increase in System efficiency Morale of workmen

Decrease Complaints in

Costs Production time

FIG. Benefits of Quality systems

Benefits of Quality managementMany industries, service organizations and educational Institutions have implemented quality systems. The benefits are: Reduction in complaints from customers, both internal and external. Reduction in costs of the product. Reduction in production time. Increased system efficiency. Increased morale of workmen. Increased customer satisfaction.

Effects of poor Quality

Low customer satisfaction Low productivity, sales & profit Low morale of workforce More re-work, material & labor costs High inspection costs Delay in shipping High repair costs Higher inventory costs Greater waste of material

Efficiency vs. EffectivenessEfficiencyEfficiency is all about how the producer has felt about it.

EffectivenessEffectiveness is all about how the user has felt about it.

Market Changes

MONOPOLIST marketsGLOBAL markets

Sellers marketBuyers market

Market more competitive Customer-oriented market Demand is defined by Users.Quality management is a necessity for survival and growth of the organization in a global environment.

Customer types

External and Internal customers External current, prospective and lost customers Internal Every person in a process is a customer of the previous operation.( applies to design,manufacturing,sales,supplies etc.) [Each worker should see that the quality meets expectations of the next person in the supplier-to-customer chain ] TQM is commitment to customer-focus - internal and external customers.

Customer/supplier chain

Outputs to external customers Inputs from external customers

Internal customers

Quality statementsVision statement a short declaration of what the organization hopes to be tomorrow. Mission statement a statement of purpose who we are,who are our customers,what we do , and how we do it. Quality policy is a guide for everyone in the organization ,how they should provide products and services to the customers.