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TQM - Total Quality Managemet

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What is TQM?

TQM is the integration of all functions and processes

within an organization in order to achieve continuous

improvement of the quality of goods and services.

The goal is customer satisfaction.

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“ TQM is a corporate business management philosophy which

recognizes that customer needs and business goals are

inseparable. It is applicable within both industry and commerce.”

- British Quality Association

“TQM is a management philosophy for continuously improving

overall business performance based on leadership, supplier

quality management, vision and plan statement, evaluation,

process control and improvement, product design, quality system

improvement, employee participation, recognition and reward,

education and training and customer focus. - Management


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W Edwards Deming

Philip Crosby

Kauro Ishikawa

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The best known of the

“early” pioneers, is credited

with popularizing quality

control in Japan in early


Today, he is regarded as a

national hero in that country

and is the father of the

world famous Deming Prize

For Quality.

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Improve constantly and forever every process for planning,

production and service

Institute training on the job

Create constancy of purpose for improving products and services.

Adopt the new philosophy

Cease dependence on inspection to achieve


End the practice of awarding business on price alone; instead,

minimize total cost by working with a single supplier

Adopt and institute leadership

Drive out fear

Break down barriers between

staff areas

Eliminate slogans, exhortations and

targets for the workforce

Eliminate numerical quotas for the workforce and

numerical goals for management

Remove barriers that rob people of

pride of workmanship, &

eliminate the annual rating or

merit systemInstitute a vigorous

program of education and self-improvement for


Put everybody in the company to

work accomplishing the transformation















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Quality is defined as conformance to

requirements, not “goodness”

The system for achieving quality is

prevention, not appraisal.

The performance standard is zero

defects, not “that’s close enough”

The measurement of quality is the

price of non-conformance, not


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1. Management commitment

2. Quality improvement

team3. Quality

measurement4. Cost of quality5. Quality awareness6. Corrective

action7. Zero defects

planning8. Supervisor

training9. Quality measurement10. Cost of

quality11. Quality awareness12. Corrective

action13. Zero defects

planning14. Supervisor

training15. Zero defects day16. Goal

Setting 17. Error casual


Recognition 19. Quality Councils20. Do it over again!

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Pareto Chart

Cause and effect diagram

Stratification chart

Scatter diagram

Check sheet


Control Chart

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Inspection is never the answer to quality improvement, nor is “policing”.

Involvement of leadership and top management is essential to the

necessary culture of commitment to quality.

A program for quality requires organization-wide efforts and long term

commitment, accompanied by the necessary investment in training.

Quality is first and schedules are second.

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Be customer focused

Do it right the first time

Constant Improve

Measure the work

Quality is an


Educate and train people

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Greater customer loyalty

Market share improvement

Higher stock prices

Reduced service calls

Higher prices

Greater productivity

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ISO is an international Organization for Standards that was

formed by technical committees.

They provide user-friendly guidelines for a wide range of


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ISO (International Organization for Standardization) is the

world’s largest developer of voluntary International

Standards. International Standards give state of the art

specifications for products, services and good practice,

helping to make industry more efficient and effective.

Developed through global consensus, they help to break

down barriers to international trade.

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The ISO 9000 family of standards is related to quality

management systems and designed to help organizations

ensure that they meet the needs of customers and other

stakeholders while meeting statutory and regulatory

requirements related to the product.

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ISO was established in 1947, in Switzerland, with the

purpose of developing intellectual, scientific, technological,

and economic corporation between member countries

(Bureau of Business Practice).

Later in 1979 the ISO Technical Committee was formed to

make a set of guidelines that would bring together and

standardize world industries.

ISO has affiliates in more than 90 countries.

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Cost savings - International Standards help optimize operations and

therefore improve the bottom line

Enhanced customer satisfaction - International Standards help improve

quality, enhance customer satisfaction and increase sales

Access to new markets - International Standards help prevent trade

barriers and open up global markets

Increased market share - International Standards help increase

productivity and competitive advantage

Environmental benefits - International Standards help reduce negative

impacts on the environment

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ISO has over 19 500 standards touching almost all aspects of daily life.

When products and services conform to International Standards

consumers can have confidence that they are safe, reliable and of good


To make sure that the benefits of ISO International Standards are as

broad as possible, ISO supports the involvement of consumers in

standard development work with its Committee on consumer policy.

International Standards on air, water and soil quality, on emissions of

gases and radiation and environmental aspects of products contribute to

efforts to preserve the environment and the health of citizens.

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ISO standards draw on international expertise and experience and are therefore a vital resource for governments when developing regulations.

National governments can make ISO standards a regulatory requirement. This has a number of benefits:

Expert opinion - ISO standards are developed by experts. By integrating an ISO standard into national regulation, governments can benefit from the opinion of experts without having to call on their services directly.

Opening up world trade - ISO standards are international and adopted by many governments. By integrating ISO standards into national regulation, governments help to ensure that requirements for imports and exports are the same the world over, therefore facilitating the movement of goods, services and technologies from country to country.

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ISO 9000 standards are concerned with effectively documenting the way you run your business, in order to improve your profit margin.

TQM concerns customer satisfaction and worker effectiveness, in order to increase business and cut costs.

A business should first follow ISO 9000 standards and then implement TQM practices to improve their profits and customer retention.

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First steel company in world to win the world’s highest award of quality - Deming Application Prize.

Tata steel has been practicing TQM since 1980s–Quality Circle, ISO certification, Quality improvements using JURAN methods, etc.

TATA won the Deming Application Prize - 2008

Deming Grand Prize (DGP) - 2012 ,for achieving distinctive performance improvement through the application of TQM

JRD QV Award- 2000, by going through the deming process, Tata Steel discovered the deeper meaning of TQM for achieve the next quantum jump in performance and improvement.

2005, Tata Steel conducted a TQM diagnosis along with the JUSE team for getting the status of TQM implementation in the organization.

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