Total Quality Management Dr. Mohamed Riyazh Khan Dept of Management Studies

Introduction About TQM Total: Made up of the whole Quality: Degree of excellence a product or service provides Management: Act, Art, Controlling, Directing….

Meaning TQM: It Is an enhancement to the traditional way of doing business. To give an guarantee survival in world- class competition Change the actions of MGT will the culture and action of entire organisation.

What is it? continuously improvement in organisation continuously improvement in organisation quantitative methods and human resource to improve in org quantitative methods and human resource to improve in org Exceed the customer needs Exceed the customer needs TQM focus for future management techniques management techniques existing improvement effort existing improvement effort technical tools technical tools

What is QUALITY ? According to JURAN - “quality is fitness for use” According to JURAN - “quality is fitness for use” According to HOSLIN – “quality is correcting and preventing loss, not living with loss” * Q = P / E, * Q = P / E, P - performance products P - performance products E - expectation customers E - expectation customers

Basic Concept **A committed and involved mgt to provide long- term top to bottom (org support) **An unwavering focus on customer both internal and external ** Effective involvement & utilization ** Continuous improvement & production process ** Treating suppliers as partner ** Estalish performance Measurement

Framework of Quality shewart Benchmarking shewart Benchmarking Deming Old Tools of Management Deming Old Tools of Management Juran Information Technology Juran Information Technology Figenbaum Quality function deployment Figenbaum Quality function deployment Ishikawa Quality by Design Ishikawa Quality by Design Taguchi FMEA Taguchi FMEA crosby Statistical process control crosby Statistical process control Total productive maintenance Total productive maintenance GURUSTools &Technique Principle &Practices - Leadership - Customer satisfaction - Employee Involvement - Supplier Treat as partner Product & service Customer Satisfaction

Why Quality ? - Customer Satisfaction - Customer Satisfaction - Due to heavy Competition - Due to heavy Competition - Long term survival in the market - Long term survival in the market - Reduce the Total Cost - Reduce the Total Cost - Profit Maximization - Profit Maximization - Innovation & New product Development - Innovation & New product Development

Benefit: **Improved Quality of goods & services **Employee Participation **Team Wok **Customer Satisfaction, Employee satis.. **Productivity**Profitability **Market share

Quality Statement Quality Statement Vision Quality Policy Misssion Misssion

Vision The vision statement is a short declaration of what an organization aspires to be tomorrow. Successful vision are timeless, inspirational, and become deeply shared within the org.. *IBM- service’s *APPLE- computing for the masses, *Disney- theme park’s the happiest place on earth. “we will the preferred provider of safe, reliable, & cost- effective products &services that satisfy the electric-related needs of all customer segment” Florida power &light companies Florida power &light companies

Mission mission statement answer following question…. Who we are? Who we are? Who are the customers? Who are the customers? What we do? & What we do? & How we do it How we do it “ To meet customers’ transportation & distribution needs by being the best at moving their good on time, safely and damage free ”– Canadian railway

Quality Policy it should be written by the CEO with feedback from the work force and be approved by the quality council. it should be written by the CEO with feedback from the work force and be approved by the quality council. XEROX is a quality company. QUALITY is the basic business principle for xerox. Quality means providing out internal & external customers with innovative products & services that fully satisfy their requirement. Quality is the job of every employee--- xerox Corporation xerox Corporation

Customer perception of quality During , the quality of the product is first performance, second price, third service. During , the quality of the product is first performance, second price, third service. According to ASQ (American society for quality) influence these factors… According to ASQ (American society for quality) influence these factors… 1. Performance (available, reliability, maintainability) (Toyota, Goorej) 2. Feature (psychological, time oriented, technological) (Nokia, Samsung) 3. Service (customer added value) (Pizza hut) 4. Warranty (public promise) (titan) 5. Price (Indian hospital) 6. Reputation (Bata)

Organization not adopting TQM Organization Traditional methods follows Poor performance in Product &services Low sales + Reduce the Faith of the concern, loss Of goodwill. Loose market share value Shut down process 1. Poor quality 2. Lack of new product development 3. Not satisfied customer needs 4. More wastage

Benefit of TQM concept Organisation Implement TQM Concept Focus for ‘Q’ Oriented products & services Adopt Tools & Technique 1.Reduce wastage 2.Increase productivity 3.Reduce Total cost 4.Increase Quality 5.Increase satisfaction levels 6. Increase life time of machinery Quality of Goods deliver by org Sales PROFIT

Customer Focus Customer is the Customer Expectations, Customer Expectations, Innovative product, Innovative product, Good performance, Good performance, High quality Low price, High quality Low price, Reliability, Durability. Reliability, Durability. customer wants Org fulfill his expectation & desire Through TQM concept Customer satisfaction Good turn over & sales More profit & Earn goodwill