1. TOTAL QUALITY MANAGEMENT

2. TQM definition
Total Quality management is an enhancement to the traditional way of doing business.
Analyzing the three words, we have
Total - Made up of the whole.
Quality – Degree of excellence a product or service provides.
Management – Act, art, or manner of handling, controlling, directing, etc. (the way Total quality is conducted)
TQM is the art of managing the whole to achieve excellence.

3. TQM mission

4. Excellence in IT

5. Performance review

6. Proper communication

7. TQM six basic Concepts
Management commitment to TQM principles and methods & long term Quality plans for the Organisation
Focus on customers – internal & external
Quality at all levels of the work force.
Continuous improvement of the production/business process.
Treating suppliers as partners
Establish performance measures for the processes.

8. Quality - Definitions
Quality is excellence that is better than a minimum standard.
It is conformance to standards and ‘fitness of purpose’
Quality is ‘ fitness for use ‘ of the product –Joseph Juran.

9. Quality and customer expectations
Quality is also defined as excellence in the product or service that fulfills or exceeds the expectations of the customer.
There are 9 dimensions of quality that may be found in products that produce customer-satisfaction.
Though quality is an abstract perception,it has a quantitative measure- Q= (P / E ) , where Q=quality, P= performance(as measured by the Mfgr.), and E = expectations( of the customer).

10. Quality is not fine-tuning your product at the final stage of manufacturing,before packaging and shipping .
Quality is in-built into the product at every stage from conceiving –specification & design stages to prototyping –testing and manufacturing stages.
TQM philosophy and guiding principles continuously improve the Organisation processes and result in customer satisfaction.

11. Quality has to incorporate the following;
conformation to specification.
fitness for purpose.
satisfy the customer.
delight the customer.
enchant the customer.

12. The 9 Dimensions of Quality
Performance
Features
Conformance
Reliability
Durability
Service
Response- of Dealer/ Mfgr. to Customer
Aesthetics – of product
Reputation- of Mfgr./Dealer

13. The 9 Dimensions of Quality
Performance: Primary product characteristics, such as the brightness of the picture.
Features: Secondary characteristics, added features, such as remote control.
Conformance: meeting specifications or industry standards, workmanship.
Reliability: Consistency of performance over time
Durability: Useful life, includes repair.
Service: Resolution of problems and complaints, ease of repair.
Response: Human to human interface, such as the courtesy of the dealer.
Aesthetics: Secondary characteristics, such as exterior finish.
Reputation: past performance and other intangibles, such as being ranked first.

14. Benefits of Quality management FIG. Benefits of Quality systems
Customer
satisfaction
System
efficiency
Increase in
Morale of
workmen
Costs
Decrease in
Complaints
Production time
FIG. Benefits of Quality systems

15. Benefits of Quality management
Many industries, service organizations and educational
Institutions have implemented quality systems. The
benefits are:
Reduction in complaints from customers, both internal and external.
Reduction in costs of the product.
Reduction in production time.
Increased system efficiency.
Increased morale of workmen.
Increased customer satisfaction.

16. Effects of poor Quality
Low customer satisfaction
Low productivity, sales & profit
Low morale of workforce More re-work, material & labor costs
High inspection costs
Delay in shipping
High repair costs
Higher inventory costs
Greater waste of material

17. Efficiency vs. Effectiveness
Efficiency is all about how the ‘producer has felt about it.
Effectiveness
Effectiveness is all about how the ‘user’ has felt about it.

18. Market Changes MONOPOLIST markets Seller’s market
GLOBAL markets Buyer’s market
Market more competitive Customer-oriented market Demand is defined by Users.
Quality management is a necessity for survival and growth of the organization in a global environment.

19. Customer types External and Internal customers
External – current, prospective and lost customers
Internal – Every person in a process is a customer of the previous operation.( applies to design,manufacturing,sales,supplies etc.) [Each worker should see that the quality meets expectations of the next person in the supplier-to-customer chain ]
TQM is commitment to customer-focus - internal and external customers.

20. Customer/supplier chain
Outputs to
external customers
Inputs from
external customers
Internal customers

21. Quality statements
Vision statement – a short declaration of what the organization hopes to be tomorrow.
Mission statement – a statement of purpose –who we are,who are our customers,what we do , and how we do it.
Quality policy – is a guide for everyone in the organization ,how they should provide products and services to the customers.