HOLISTIC QUALITY MANAGEMENTTOTAL QUALITY MANAGEMENT

Group Members

• Shahzadi Neelum

• Nazish Riaz

• Ammara Faryal

• Sana Mehtab

• Sidra Ashfaq

• Marium Nasir

Shahzadi Neelum

PRESENTING

HOLISTIC

Emphasis of the importance of the whole and complete systems rather than with the analysis of parts.

QUALITY

Quality is meeting the customers need first time and every time. (General Service Administration, GSA)

MANAGEMENT

The process of creating an environment for performance of a group of people working together for achievement of common objective.

LEVELS IN EVALUATION OF TQM

Total Quality ManagementCustomer Satisfaction

Continous ImprovementTotal Employee Involvement

Total Quality ControlCorrective Actions

Company wide Quality AssuranceUse of Quality Tools

Quality AssuranceProcess ApproachProcess Control

Product Performance

InspectionPost - Production

ExerciseCorrection

Grading

DEMING’S POINTS FOR CONTINUOUS IMPROVEMENT

Consistency of Purpose

Adopt new philosphy

Build quality from the start

Continous Improvement

On the job training

Institute Leadership Drive out fear

Break down barriers

Transformation everyone's

job

UNION OF JAPANESE SCIENTIST AND ENGINEERS (JUSE)

Strong top management

Clear,long term, strategies and vission

Properly Utilize the concept

RESULT OF TQM

Lower Cost•Reducing Errors•Reducing Rework•Reducing non – value added

Higher Revenue

• Satisfied Customers

• Increased market share

• Increase sales

• Improved Customer Retention

Delighted Customers

• Advertise product and services

• Act as good ambassador

• Act as a good leader

EMPOWERED EMPLOYEES

Nazish Riaz

PRESENTING

QUALITY PERFORMANCE EXCELLENCE AWARDS

Created for Worldwide Awareness

Benchmark Organizational Performance

Indicating Strong & Weak Points of Organizations

1. Deming Application Prize (DAP) By union of Japanese scientists & engineering

(JUSE)

Types of DAP

Assessment model of DAP

Role management

Corporate values

Infrastructure

Use of resources & involvement

Use of technical resources & adequacy

2. European Quality Awards (EQA)By the union of Europe

Emphasis on self assessment

Leadership (100)

People Management

(90)

Policy & Strategy(80)

Processes(140)

People Satisfaction

(90)

Customer Satisfaction

(200)

Business Results(150)

Impact on Society

(90)

Resources (90)

3. Malcolm Baldrige National Quality (MBNQA) By US government

Categories

Core values• Customer driven Quality, Leadership, Valuing

Employees, Fast response, Design & Quality

• Management

• CSR

• Partnership Development

Ammara Faryal

PRESENTING

Quality Planning

•Quality

Three important attributes of Quality

Product Performance oriented towards Customer

Satisfaction

Freedom from Deficiencies

Fitness for Use

Product Performance oriented towards Customer Satisfaction• Product Performance comes from

Increased customer satisfactionMaking the product saleableMeeting and exceeding competitor’s performanceEnhancing market shareBetter Customer ContactBuilding of Strong BrandBetter Value Addition to CustomerSecuring Premium PricesSatisfying Customer’s stated, implied and latent needs

Freedom from Deficiencies

• Freedom from Deficiencies can be achieved :Reduce Error Rates & ReworkReduce Wastage & ScrapReduce Field Failure & warranty chargesReduce Customer DissatisfactionReduce Inspection and TestingShorter time to introduce new product in the marketIncrease ProductivityEnhance Value Addition

Fitness for Use

APPLICATION FOR QUALITY• Establish “Quality Policy”.

• Establish “Quality Goals”.

• Immaculately create a “quality plan” and provide resources to carry out the “quality plan”.

• Establish quality control to evaluate progress against quality goals and to take appropriate actions.

• Provide motivation to stimulate the personnel to meet the quality goals.

PLANNING FOR QUALITY

Sana Mehtab

PRESENTING

QUALITY PLANING PROCESS

• Quality Planning develops the Products And Process

required to meet the Customer’s Need.

• Hence Quality Planning Has Three Steps To Attain

the End Objective.Identification of

customer’s need

Product developmen

t

Process developmen

t

1) IDENTIFICATION OF CUSTOMER’S NEED

Identify cutomer :

• The categories of customers could broadly be.....

• Customer

• Consumer

• Investor

• Regulators

• Public

• Once we identified the customers, the organization can practice CRM with

them.

Needs of the Customer :

Here the process involves discovering the customer’s need in

terms of stated need and implied need.

Translation of Customer’s need into the units of Measurement :

In this process, company translated the customer’s need in

organizational language.

2) Product Development

• Once the customer ’s need identified and interpreted in trems of technical language, the design and development function assists the team in developing the product.

• Every product should fulfill certain criteria like.

• Meet the need of cutomers.

• Meet the organizational need.

• Meet competition.

• Minimize the combined cost of customer and the organization.

3) Process Development

• The principle focus of process development is to achieve the required product features at the least consumption of resources like men, machine and material at the least cost.

• Some of the features of process development are as follows...

• Process should be systematic.

• Process should be goal oriented i.e attainment of the product goals as well as quality goals.

• Process should be capable of achieving the end results comfortably.

• Process must be acceptable and understandable by all the concerned.

Proof of Process Capability :

• There are some methods to check out the process capability to know that

the process is controllable.

• Dry runs

• Pilot testing

• Process validation

• Simulation

Transfer to Operations:

• When process capability is established then process is ready to tranfer for

further operations.

Sidra Ashfaq

PRESENTING

QUALITY CONTROL

1

•Evaluate Actual Performance

2

•Compare Actual Performance to Goals

3

•Take Corrective Action on the Deviation

StepsQuality Control Process

Choosing Control Subject

Establish Measureme

nt

Establish Standards

for Performanc

e

Measure Actual

Performance

Compare to Standard

Take Action on

Difference

Levels of Control

Tools of Quality Control

Tools of Quality Control

• Flow Diagram

• Control Spreadsheet

• Stages of Quality Control• Set Up Control

• Running Control

• Product Control

• Facilities Control

• Concept of Dominance• Set Up Dominant

• Time Dominant

• Component Dominant

• Worker Dominant

• Information Dominant

Quality Control System

Take Actions

Review Results & Make Decision

Present Results

Analyze data against objectives and formulate recommendation

Collect & Store data on Performance

Plan Measurement & its units

Understand the quality plan, the organization, its product & processes and their performance

Marium Nasir

PRESENTING

QUALITY IMPROVEMENTProduct Improvement

Process Improvement

System Improvement

BENEFITS OF QUALITY IMPROVEMENT

Structures product improvement

Business process improvement

Organizational process improvement

BASIC CONCEPTS OF QUALITY MANAGEMENT

Quality

Cost

Delivery

Morale

Safety

QUALITY IMPROVEMENT PROJECTSi. Proof of the need

ii. Projects identification

iii. Organization to guide each project

iv. Organization for diagnosis

v. Remedial action on the findings

vi. Break through in cultural resistance to change

vii. Control at the new level

Question Answer SessionTHANK YOU