tqm simplified
TRANSCRIPT
TQM Myths
TQM is Simple
TQM is about “Product” Quality
TQM is a Program
TQM is Just Another Management Fad
TQM is an End in Itself
TQM/Quality is Dead
Why TQM
� Today’s World
� Looking Toward the Future
� Current Work Environment
WorldClass
Deming PrizeMalcolm Baldrige
Award
No System
Management Practices
Specifications
MIL-IMIL-Q
ISO9000
Total QualityManagement
TQM Results
Raised productivity and quality
Enhanced ownership
Success for the organization
Useful systems
Less cost and waste
Total customer satisfaction
Solved problems
Total Quality Management
A leadership and management philosophy and guiding principles stressing CONTINUOUS IMPROVEMENT through PEOPLE INVOLVEMENT and QUANTITATIVE METHODS focusing on TOTAL CUSTOMER SATISFACTION.
TQM Philosophy
Pursue an organization-wide perspective (systems view)
Have a customer focus
Institute continuous improvement
Lead improvements from within
Orient everyone to drive improvements
Stress optimum life cycle cost
Observe measurements/metrics
Prevent defects, errors, waste and design in product quality
Have suppliers involved in improvement process
Yearn for success
TQM PrinciplesProvide a TQM environment.
Reward and recognize appropriate actions.
Involve everyone and everything.
Nurture supplier partnerships and customer relationships.
Create and maintain a continuous improvement system.
Include quality as an element of design.
Provide training and education constantly.
Lead long-term improvement efforts toward prevention.
Encourage cooperation and teamwork.
Satisfy the customer (both internal and external customers).
TQM Essentials
� Continuous Improvement
� People Involvement
� Quantitative Methods
� Customer Focus
Continuous Improvement
Improve, invent, reengineer
Make continuous improvement an obsession
Provide resources
Recognize the value of people
Orient toward customers
View the long-term, total organization
Encourage relationships
STANDARDIZE
IMPROVE
STANDARDIZE
IMPROVE
IMPROVE
Involvement - Teamwork
Trust
Effective communication, especially listening
Attitude positive “can do”
Motivation to perform and improve
We mentality
Ownership of process with pride
Respect for and consideration of others
Keep focus
Quantitative Methods
Meaningful for expected outcomes
Encourage constant improvement
Attention drawn to critical factors
Set by the people who are closest to making it happen
Use only as appropriate for organizational needs
Recognize the limits
Emphasize consistency
Customer Focus
Can make or break an organization
Unique needs and expectations
Set requirements for quality
Treat customers as special
Orient everyone toward a customer focus
Make getting and keeping customers the target
Encourage “voice” of customer in design
Relate to customers as long-term partners
TQM Process
Customerwantsdesiresneeds
requirementsexpectations
TOTALQUALITY
MANAGEMENT
Customersatisfiedpleaseddelightedwowed
VICTORY Report CardLeadership
Vision
Involvement
Continuous Improvement
Training, etc..
Ownership
Yearning for success
Customer Focus