1. T
o t a l Q
uality M
anagement

2. Objective: TOOTLIFEST…. know and understand TQM.
know the characteristics that influences the quality work of life.
learn the benefits of focusing on quality.

3. Overview Introduction of TQM Defining Quality Definition of Terms
Job Characteristics that Influences QWL
Benefits of Focusing on Quality
Evolution of TQM
Philosophy of TQM
Deming’s 14 Points in TQM
Seven Deadly Diseases of Management
Quality Awards and Standard

4. Introduction… Management approaches has changed overtime
Before, products are produced by skilled craftsmen…
The industrial revolution has caused many changes….
The need for craftsmen declined while Taylorism became widely employed which resulted to the loss of focus on quality
Theories in Human Relations emerges to answer the problem of Taylorism
Overtime, some find it difficult to identify how to contribute to the objectives

5. Defining QUALITY Conformance to specifications Fitness for use
Value for price paid
Support services
Psychological criteria

6. Defining QUALITY …… in Manufacturing Organizations Conformance
Performance
Reliability
Features
Durability
Serviceability

7. Defining QUALITY …… in Service Organizations Tangible factors
Consistency
Responsive to customer needs
Courtesy/friendliness
Timeliness/promptness
Atmosphere

8. Today…..
The new CONCEPT of quality is TOTAL QUALITY MANAGEMENT or TQM

9. Definition of Terms
Total – quality involves everyone and all activities in the company.
Quality – conformance to requirements (meeting customer’s requirements)
Management – quality must be managed.
TQM – A process of managing quality. It must be a continuous way of life; a philosophy of perpetual improvement in everything we do.

10. Definition of Terms Humanized Work
Quality of work life produces a more humanized work environment.
Attempts to serve the higher order needs of workers as well as their moral basic needs.
Seeks to employ the higher skills of workers and to provide an environment that encourages them to improve their skills.
Workers are human resources that are to be developed rather than simply used.

11. Definition of Terms Quality of Work Life (QWL)
Refers on how effectively the job environment meets the needs of workers and values of work-life.

12. Job Characteristics that Influences QWL
Humanized Jobs – Workers are human resources that should be developed rather than simply used.
Job Enrichment – Additional motivators are added to the job to make it more rewarding. It sought to give workers a variety of duties in order to reduce monotony.
Task Identity – Workers are allowed to perform a complete piece of work.
Task Significance – Refers to the amount of impact as perceived by workers.
Autonomy – It gives workers some control of their own affairs and builds a sense of responsibility to workers.
Feedback – Comes from the job itself and from the management. It tells workers how well they are performing.

13. Benefits of Focusing on Quality
Eliminates waste, reduces cost and increases productivity
Enables people to make meaningful contributions to their work
Improves operational readiness of the Armed Forces
Remove impediments to organizational change
Quality in government service
Top leads new jobs
Provide knowledge, guidance and resources for improvement

14. EVOLUTION of TQM TIME Early 1900s 1940s 1960s 1980s & Beyond FOCUS
Inspection
Statistical
sampling
Organizational
quality focus
Customer driven quality
Old Concept of Quality
Inspect for quality after production
---New Concept of Quality---
Build quality into the process.
Identify and correct causes of quality problems.

15. EVOLUTION of TQM QUALITY GURU MAIN CONTRIBUTION Walter A Shewhart
Contributed to understanding of process variability
Developed concept of statistical control charts
W. Edwards Deming
Stressed management’s responsibility for quality
Developed “14 points” to guide companies in quality improvement.
Joseph M Juran
Defined quality as “fitness for use”
Developed concept of cost of quality
Armand V Feigenbaum
Intoduced concept of total quality control
Philip B Crosby
Coined phrase “quality is free”
Introduced concept of zero defects
Kaoru Ishukawa
Developed cause and effect diagrams
Identified concept of “internal customer”
Genichi Taguchi
Focused on product design quality
Developed Taguchi loss function.

16. PHILOSOPHY of TQM Customer Focus Continuos Improvement
Employee Empowerment
Use of quality tools
Product design
Process Managment
Managing supplier quality

17. Customer Focus
Goal is to identify and meet customer needs

18. Continuous Improvement
A philosophy of never-ending improvement.
the PDSA cycle which describes the activities to perform in order to incorporate continous improvement
Plan Do
Study
Act

19. Employee Empowerment
Employees are expected to seek out, identify, and correct quality problems

20. Use of quality tools
Ongoing employee training in the use of quality tools

21. Product Design
Product need to be designed to meet customer expectations

22. Process Management
Quality should be built into the process; sources of quality problems should be identified and corrected.

23. DEMING 14 POINTS OF TQM

24. Deming 14 pts of TQM Point 3 Point 2 Point 1 Seminar A Point7 Point 6
Seminar B
Point10
Point 9
Point 8
Seminar C
Point 14
Point 13
Point 12
Point 11
Seminar D

25. Deming’s 14 Points in TQM
Create and publish to all employees a statement of aims and purposes of the company or the organization. The management must demonstrate constantly their commitment to this statement.
Learn the new philosophy, top management and everybody.
Understand the purposes of inspection for the improvement and processes and reduction costs.
End the practicing of rewarding business on the basis of price tag alone.
Improve constantly and forever the system of production and service.

26. Deming’s 14 Points in TQM Institute Training (for skills).
Teach and institute leadership.
Drive out fear, create trust. Create a climate for innovation.
Optimize toward the aims and purposes of the company, the efforts of teams, groups, staff areas, etc.
Eliminate exhortation in the work force.
Eliminate numerical quotas for production. Eliminate MBO (management by objectives). Instead, learn capabilities of processes and how to improve them.

27. Deming’s 14 Points in TQM
Remove barriers that rob people of pride of workmanship.
Encourage education and self-improvement for everyone.
Take action to accomplish transformation.

28. Seven Deadly Diseases Lack of consistency and purpose
Emphasis on short-term profit
Evaluation of performance merit rating airway annual review
Mobility of top management
Managements by use of visible figures
Excessive medical costs
Excessive costs of warranty

29. Quality Awards & Standards
Malcolm Baldrige National Quality Award (MBNQA)
Deming Prize
ISO 900 Standards
ISO Standard

30. Summary Introduction of TQM Defining Quality Definition of Terms
Job Characteristics that Influences QWL
Benefits of Focusing on Quality
Evolution of TQM
Philosophy of TQM
Deming’s 14 Points in TQM
Seven Deadly Diseases of Management
Quality Awards and Standard

31. ?

32. Good day!