TOTAL QUALITY MANAGEMENT

PRESETED BY:Adha Ningrum

Ayuning Ari MurtiDeny Aditia NugrahaGantry Faticha Sari

Riska Yuliana SiregarTiara Khalifah Permani

TOTAL QUALITY MANAGEMENT

Outline Of TQM

TQM

Definition of TQM

Concept of TQM

Elements Of TQM

Quality Awards

and Standard

s

Why TQM Efforts

Fail

TQM & Organizational

Cultural Change

Link to Practice: Motorola,

Inc

Definition of TQM

• Total quality management (TQM) is an integrated effort designed to improve quality performance at every level of the organization

• Costumer-defined quality is the meaning of quality as defined by the costumer

ISO Standards Of TQM

ISO 9000 ISO 14000

In Desember 2000

A Fundamental Concept of TQM

• “A set of inter-related resources and activities which transform inputs into outputs.” (ISO 8402).

• “Any activity that accepts inputs, adds values to these inputs for customers, and produces outputs for these customers. The customers may be either internal or external to the organization.” (BS 7850)

Goal Of TQM Concept

Described by (Oakland (1993) and Creech (1994): • Focus on consumers• Continuous increasing customer satisfaction• Continuous reduction of real costs• Partisipation of all employees• Inclusion of supply chain and customer chain

"The Simple Process"

Controls

Process OutputsInputs

Resources

(Source: BS 7850: 1992, “Total Quality Management”)

Elements of TQM

• Leadership– Top management vision, planning and support.

• Employee involvement– All employees assume responsibility for the quality

of their work.• Product/Process Excellence

– Involves the process for continuous improvement.

• Continuous Improvement– A concept that recognizes that quality improvement

is a journey with no end and that there is a need for continually looking for new approaches for improving quality.

• Customer Focus on “Fitness for Use”– Design quality

• Specific characteristics of a product that determine its value in the marketplace.

– Conformance quality• The degree to which a product meets its design

specifications.

Elements of TQM

Quality Awards and Standards

• Malcolm Baldrige National Quality Award an award given annually to companies that demonstrate quality excellence and establish best-practice standards in industry.

• Deming prize is a japanese award given to companies to recognize efforts in quality improvement.

Quality Awards and Standards

The integrated framework of the Baldrige Award criteria

Quality Awards and Standards

Why TQM Efforts Fail

Some common causes for TQM failure are:- Lack of a genuine quality culture- Lack of top management support and commitment- Over and under reliance on statistical process control

(SPC) methods

TQM & Organizational Cultural Change

Traditional Approach• Lack of communication• Control of staff • Inspection & fire fighting • Internal focus on rule • Stability seeking • Adversarial relations • Allocating blame

TQM

• Open communications

• Empowerment

• Prevention

• External focus on customer

• Continuous improvement

• Co-operative relations

• Solving problems at their roots

Link to Practice: Motorola, Inc

Motorola attribute their success to having one of the best quality management in the world. Motorola was one of the first companies to win the prestigious Malcolm Baldrige National Quality Award in 1988, due to its high focus on quality. Motorola have had a primary goal achieve total customer satisfaction. The effort of this organizations have included eliminating almost all defects from product, processes, and transactions.

Summary

References

Thank You For Your Attention