1. TOTAL QUALITY MANAGEMENT (TQM)
Chapter 5
Prepared & customized by : Dr.Ali Zahrawi

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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.
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10. 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

11. 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

12. 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

13. 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

14. 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

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