Sbmited by- Pravin Rathod Total Quality Management (TQM)

Total Quality Management

TQM is a philosophy which applies equally to all parts of the organization.TQM can be viewed as an extension of the traditional approach to quality.TQM places the customer at the forefront of quality decision making.Greater emphasis on the roles and responsibilities of every member of staff within an organization to influence quality.

Elements of TQMLeadershipTop management vision, planning and support. Employee involvementAll employees assume responsibility for the quality of their work.Product/Process ExcellenceInvolves the process for continuous improvement.Continuous ImprovementA concept that recognizes that quality improvement is a journey with no end and that there is a need for continually looking for new approaches for improving quality.Customer Focus on Fitness for UseDesign qualitySpecific characteristics of a product that determine its value in the marketplace.Conformance qualityThe degree to which a product meets its design specifications.

Six Basic Concepts of TQMLeadershipCustomer SatisfactionEmployee InvolvementContinuous Process ImprovementSupplier PartnershipPerformance Measures

Scope of the TQM activity

Leadership

Top management must realize importance of qualityQuality is responsibility of everybody, but ultimate responsibility is CEOInvolvement and commitment is necessaryQuality excellence becomes part of business strategyLead in the implementation process

Characteristics of Successful LeadersGive attention to external and internal customers Provide resources, training, and work environment to help them do their jobsEmphasize improvement rather than maintenanceEncourage collaboration rather than competitionTrain and coachLearn from problems Continually try to improve communicationsContinually demonstrate commitment to qualityChoose suppliers on the basis of quality, not price

Customer Satisfaction

Customer is always right Customer expectations constantly are changing 10 years ago acceptable, now not any more!Delighting customers Satisfaction is a function of total experience with organizationMust give customers a quality product or service, reasonable price, on-time delivery, and outstanding serviceNeed to continually examine the quality systems and practices to be responsive to ever

Issues for customer satisfactionWho are my customers?What do they need?What are their measures and expectations?Does my product/service exceed their expectations?How do I satisfy their needs?

Customer FeedbackDiscover customer dissatisfactionDiscover priorities of quality, price, deliveryCompare performance with competitorsIdentify customers needsDetermine opportunities for improvement

Employee Involvement

People are the most important resource/assetQuality comes from peopleEducation and training life long, continuous both knowledge and skillsSuggestion schemes are important factorMotivational programmes, incentive schemesConducive work culture Right attitude, commitment

Continuous Process ImprovementView all work as process , like production and businessProcess purchasing, design, invoicing, etc.Inputs PROCESS outputsProcess improvement increased customer satisfactionImprovement 5 ways; Reduce resources Reduce errors, Meet downstream customers Make process safer Make process more

Inputs processing outputsInputMaterialsInfo, DataPeopleMoneyProcessWork methodsProceduresTools OutputsProductsDelivered service

FEEDBACK

Supplier Partnership

Evaluate potential and select the best suppliersConduct joint quality planning and executionRequire statistical evidence of qualityCertify suppliersDevelop and apply Supplier Quality RatingsDefects/Percent non-conformingPrice and Quality costsDelivery and Service 6. Need partnership to achieve quality improvement 7. Supplier Management activities

Performance MeasuresManaging by fact rather than gut feelingsEffective management requires measuringUse a baseline, to identify potential projects, to asses results from improvementServiceCustomer SatisfactionMethods for measuringCost of poor qualityInternal failureExternal failurePrevention costsAppraisal costs

Total Quality Management ApproachMethodsMaterialsEquipmentSkills & knowledgeInstructionsProcesses

THANK YOUWarm Regards,

Pravin Rathod

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