tqm ( total quality management )1

8/2/2019 TQM ( Total Quality Management )1

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TQM ( Total Quality Management )

Definition:

An organization wide program that

integrate all functions and processes of the

business so that design, planning, production,

distribution and services are focused on

maximizing customer satisfaction through

continued improvement.


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Total Quality Management Total

Quality management involves everyone and alltasks and activities of a company

Quality Degree to which the product (or service) fulfils

customer requirements or was producedcorrectly.

Management Quality must be managed by planning,

organizing, leading and controlling.

http://www.youtube.com/watch?v=XlDBw7VZ4gE&feature=related

http://www.youtube.com/watch?v=-sJKH03MRII&feature=related
http://www.youtube.com/watch?v=XlDBw7VZ4gE&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=XlDBw7VZ4gE&feature=related


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Importance of good quality

good quality lead to higher customer

satisfaction and is rewarded by increase profits

Improved

Quality

Higher customer satisfaction

Increased sales volume

Companys reputation

Product liability

Market gains

Higher price

Reduced costs

Higher productivity

Lower rework / scrap

Increased

profit
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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performance Main product characteristics / everything worksconformance Specifications, standards and customers

expectations

Perceived quality(imagine)

Indirect evaluation of quality, reputation andratings

Aesthetics(beauty)

Design, taste, soft touch, fit and finish, grade ofmaterial used (mobiles iphone, galaxy)

Reliability Consistency of performance, infrequency ofbreakdowns

Special features Extra characteristics

Service after sale Warranties, maintenance and handling ofcomplaints

durability Long life of product, resistance

safety Risk of injury

Determinants of product quality

An approach of product quality determinants
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Input ( customer

requirements )

Responsiveness Empathy

Availability / access Assurance

Courtesy / friendliness Credibility

Reliability Assurance / security

Communication Time

Competence (specifications) Courtesy

Tangibles Understanding customer

Output ( customer

satisfaction )

Determinants of service quality

A system approach of customer satisfactions through the different

attributes of service quality ex mobile network customer service
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Consequences of poor quality (costs of poor quality)

products of poor quality may disappoint the buyer and leads to

product failure

Loss of business Loss of reputation Higher costs

The customer will

not buy the

product again or

any other product

from the company

The customer will

complain about

their bad

experience to

friends and

relatives

Poor quality

costs money and

reduces

profitability

A study showed: while a satisfied customer will tell a few people

about his or her experience, a dissatisfied person will tell an average

of 19 people.
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Customer

focus

Planning

process

Process

management

Process

improvement

Total

involvementLeading with objectivesCustomer oriented (curve)

Internal and external customer relations

Zero error program

Work in processes

Continuous improvement with

measuring units

Involvement of all employees

Trainings and further educationFrequent management audits (revision)

The TQM system model
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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ISO 9000

The ISO 9000 is a set of internationalstandards for quality management systems.

Companies that meet the requirements of

that standard can receive ISO 9000registration.

ISO 9000 series consists of 3 documents:

ISO 9000: fundamentals ISO 9001: requirements.

ISO 9004: guidelines for performanceimprovements.

The ISO 9000 certification demonstrate that you have established an

effective quality management system
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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The seven classical tools of quality
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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The seven classical tools of TQM

Pareto chart Scatter diagram Control chart Flow chart

Cause-and-effect histogram Checklist / check sheet
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Pareto chart


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http://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Control chart


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Flow chart


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Cause and effect

E l th l th t f f
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Example the employee that are far form

the location of work
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Histogram

A histogram is a graphic summary of variation in a

set of data that can be analyzed in order to make

decisions regarding them
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Methods of solution


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Analytic methods

1. Brainstorming

and evaluate all

possible effects of

the solution

2.Classify effects under

major headlines e.g.

- Money / materials

- People

- Equipments / machine

- Methods

3. Updatesolution effect

analysis

template by

writing effects

on the diagram

Solution effect analysis
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related


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Root cause analysis

Cause 1 Weight 50%

Cause 2 Weight 30%

Cause 3 Weight 25%

.. .

.. .

. ..

Root cause analysis (RCA) is a class of problem solving methods

aimed at identifying the root causes of problems or events
http://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=relatedhttp://www.youtube.com/watch?v=-sJKH03MRII&feature=related

tqm ( total quality management )1

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