1. TOTAL QUALITY APPROACH to QUALITY MANAGEMENT
LECTURE (2)
TOTAL QUALITY APPROACH to QUALITY MANAGEMENT

2. Major Topics The Total Quality Approach Defined
Key Elements of Total Quality
Total Quality Pioneers
Why Total Quality Effort Succeed
Quality Concept Application
The Future of Quality Management

3. The Total Quality Approach Defined
Total Quality is an approach to doing business that attempts to maximize the competitiveness of an organization through the continual improvement of the quality of its products, services, people, process, and environments

4. Key Elements of Total Quality
Strategically Based
Customer Focus
Obsession with Quality
Scientific Approach
Long term Commitment
Team Work
Continual Process Improvement
Education and Training
Freedom Through Control
Unity of Purpose
Employee Involvement and Empowerment

5. The Quality Pioneer Quality Pioneers Joseph M. Juran Philip B. Crosby
W.Edwards
Deming

6. Deming’s Contributions1
PLAN
Conduct consumer research and use it in planning the product 2 DO
Produce the product 3
CHECK
Check the product to make sure it was produced in accordance with plan 4
ACT
Market the product 5
ANALYZE
Analyze how the product is received in the marketplace in terms of quality, cost, and other criteria

7. Deming’s Fourteen Points1
Create constancy of purpose toward the improvement of products and services in order to become competitive. 2
Adopt the new philosophy 3
Stop depending on inspection to achieve quality 4
Stop awarding contracts on the basis of low bids 5
Improve continuously and forever the system of production and service, to improve quality 6
Institute training on the job 7
Institute leadership 8
Drive out fear so that everyone may work effectively 9
Break down barriers between departments so that people can work as a team 10
Eliminate slogans 11
Eliminates quotas and management by objectives 12
Remove barriers that employee of their pride of workmanship 13
Institute a vigorous program of education and self improvement 14
Make the transformation everyone’s job and put everyone to work on it
Deming’s Fourteen Points

8. Juran’s Contributions
Juran’s Three Basic Steps to Progress
Juran’s Ten Steps to Quality Improvement
The Pareto Principle
The Juran Trilogy (Q-Planning, Q-Control, Q-Improvement)

9. Juran’s Three Basic Steps to Progress
1. Achieve structured improvements on a continual basic combined with dedication and sense of urgency.
2. Establish an extensive training program.
3. Establish commitment and leadership on the part of higher management.

10. Juran’s Ten Steps to Quality Improvement
1. Build awareness of both the need for improvement and opportunities for improvement
2. Set goals for improvement.
3. Organized to meet the goals that have been set.
4. Provide training
5. Implement projects aimed at solving problems.
6. Report progress.
7. Give recognition.
8. Communicate results.
9. Keep score
10. Maintain momentum by building improvement into company’s regular system
Juran’s Ten Steps to Quality Improvement

11. The Pareto Principle
This Principle is sometimes called 80/20 rule :80% of the trouble comes from 20% of the problems

12. The Juran Trilogy Q-Planning 1. Determine who the customers are
2. Identify customers’ need
3. Develop product with features that respond to customer needs
4. Develop systems and processes that allow the organization to produce these features
Q-Control
1. Access actual quality performance
2. Compare performance with goals
3. Act on differences between performance and goals
Q-Improvement)
1. Develop the infrastructure necessary to make annual quality improvement
2. Identify specific areas in need of improvement, and implement improvement projects
3. Establish a project team with responsibility for completing each improvement project
4. Provide teams with that they need to be able to diagnose problems to determine root causes, develop solutions, and establish controls that will maintain gains made.
The Juran Trilogy

13. Crosby’s Contributions
Three Quality Vaccine
Determination
Education
Implementation
Crosby’s Fourteen Steps

14. Crosby’s Fourteen Steps
Make it clear that management is committed to quality for the long term.
Form cross-departmental quality teams.
Identify where current and potential problem exist.
Assess the cost of quality and explain how it is used as a management tool.
Increase the quality awareness and personal commitment of all employees.
Take immediate action to correct problem identified.
Establish a zero defect program.
Train supervisors to carry out their responsibilities in the quality program.
Hold a Zero Defects Day to ensure all employees are aware there is a new direction.
Encourage individuals and teams to establish both personnel and team improvement goals.
Encourage employees to tell management about obstacles they face in trying to meet quality goals.
Recognize employees who participate.
Implement quality councils to promote continual communication.
Repeat everything to illustrate that quality improvement is a never-ending process.
Crosby’s Fourteen Steps

15. Quality Concept Application
Work Process
Inspection
INPUT
OUTPUT
Supplier
Customer
waste
Product Management
Traditional View

16. Quality Concept Application
Work Process
People Process
INPUT
OUTPUT
Supplier
Customer
Information
Modern View

17. Why Total Quality Efforts Succeed
Senior management delegation and poor leadership
Team mania
Deployment process
Taking narrow, dogmatic approach
Confusion about the difference among education, awareness, inspiration, and skill building
The Successful Organization Avoid These Error

18. THE FUTURE OF QUALITY MANAGEMENT
Demanding global customers
Shifting customer satisfactions
Opposing economic pressure
New approaches to management

19. Quality Management Characteristics for The Future
A total commitment to continually increasing value for customers, investors, and employees
A firm understanding that market driven means that quality is defined by customers, not the company
A recognition that sustained the simultaneous achievement of four objectives all the time, forever: (1) customer satisfaction, (2) cost leadership, (3) effective HR, (4) integration with the supplier base

20. Quality TIP
“In fact, customer satisfaction is regarded as the only relevant objective for ensuring stable and continuously increasing business”