TOTAL QUALITY MANAGEMENT (TQM) Chapter 5 Prepared & customized by : Dr.Ali Zahrawi ali.zahrawi@khawarizmi.com

Total Quality Management (TQM) Total - made up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,…. Therefore, TQM is the art of managing the whole to achieve excellence. CHAPTER 5 -- Total Quality Management

CHAPTER 5 -- Total Quality Management What does TQM mean? Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services. CHAPTER 5 -- Total Quality Management

CHAPTER 5 -- Total Quality Management What’s the goal of TQM? “Do the right things right the first time, every time.” TQM is all managers leading and facilitating all contributors in everyone’s two main objectives: (1) total client satisfaction through quality products and services; and (2) continuous improvements to processes, systems, people, suppliers, partners, products, and services. CHAPTER 5 -- Total Quality Management

Quality Management in IT Basic Beliefs of TQM 1. The customer makes the ultimate determination of quality. 2. Top management must provide leadership and support for all quality initiatives. 3. Preventing variability is the key to producing high quality. 4. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement. 5. Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions. 3. Prevention not detection is the key to producing high quality. We must design quality into products and reduce variability CHAPTER 5 -- Total Quality Management CHAPTER 5 -- Total Quality Management

The three aspects of TQM Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems Counting Customers Culture Quality for the customer as a driving force and central concern. Shared values and beliefs, expressed by leaders, that define and support quality. CHAPTER 5 -- Total Quality Management

Modern History of Quality Management Frederick W. Taylor wrote Principles of Scientific Management in 1911. Walter A. Shewhart used statistics in quality control and inspection, and showed that productivity improves when variation is reduced (1924); wrote Economic Control of Manufactured Product in 1931. W. Edwards Deming and Joseph M. Juran, students of Shewhart, went to Japan in 1950; began transformation from “shoddy” to “world class” goods. In 1960, Dr. K. Ishikawa formalized “quality circles” - the use of small groups to eliminate variation and improve processes. In the late ‘70’s and early ‘80’s: Deming returned from Japan to write Out of the Crisis, and began his famous 4-day seminars in the United States Phil Crosby wrote Quality is Free NBC ran “If Japan can do it, why can’t we?” Motorola began 6 Sigma CHAPTER 5 -- Total Quality Management

Quality Management in IT Deming’s 14 Points* 1. Create constancy of purpose for improvement 2. Adopt a new philosophy 3. Cease dependence on mass inspection 4. Do not award business on price alone 5. Work continually on the system of production and service 6. Institute modern methods of training 7. Institute modern methods of supervision of workers 8. Drive out fear 9. Break down barriers between departments 10. Eliminate slogans, exhortations, and targets for the work force 11. Eliminate numerical quotas 12. Remove barriers preventing pride of workmanship 13. Institute a vigorous program of education and retraining 14. Take action to accomplish the transformation *(Refer to your e-Text book , Ch4 , P80) *a set of management practices to help companies increase their quality and productivity vigorous : energetic & dynamic CHAPTER 5 -- Total Quality Management

The Deming Cycle or PDCA Cycle Plan a change to the process. Predict the effect this change will have and plan how the effects will be measured PLAN Implement the change on a small scale and measure the effects DO ACT Adopt the change as a permanent modification to the process, or abandon it. CHECK Study the results to learn what effect the change had, if any. CHAPTER 5 -- Total Quality Management

CHAPTER 5 -- Total Quality Management Elements for Success Management Support Mission Statement Proper Planning Customer and Bottom Line Focus Measurement Empowerment Teamwork/Effective Meetings Continuous Process Improvement Dedicated Resources CHAPTER 5 -- Total Quality Management

Total Quality Management and Continuous Improvement TQM is the management process used to make continuous improvements to all functions. TQM represents an ongoing, continuous commitment to improvement. The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement. CHAPTER 5 -- Total Quality Management

Continuous Improvement versus Traditional Approach Quality Management in IT Continuous Improvement versus Traditional Approach Traditional Approach Continuous Improvement Customer focus Cross-functional teams Focus on “what” and “how” Long-term focus Continuous improvement Process improvement focus Incremental improvements Problem solving Market-share focus Individuals Focus on ‘who” and “why” Short-term focus Status quo focus Product focus Innovation Fire fighting Status quo focus : focus/concentrate on the current situation Fire fighting : is more like reaction towards problem … CHAPTER 5 -- Total Quality Management CHAPTER 5 -- Total Quality Management

The Continuous Improvement Process Measurement Empowerment/ Shared Leadership Customer Satisfaction Measurement Business Results Measurement Process Improvement/ Problem Solving Team Management . . . Measurement CHAPTER 5 -- Total Quality Management

Quality Management in IT Value-based Approach Manufacturing Dimensions Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived quality Service Dimensions Reliability Responsiveness Assurance Empathy Tangibles CHAPTER 5 -- Total Quality Management CHAPTER 5 -- Total Quality Management

CHAPTER 5 -- Total Quality Management Think !? Is TQM a Total Solution???? Refer to your e-textbook (Ch4). CHAPTER 5 -- Total Quality Management