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TQM-HISTORY,EVOLUTION & GROWTH

WHAT IS TQM?CONCEPT:Purpose: To improve customer satisfactionInternational Organization for Standardizationstandard ISO 8402:1994"A management approach of an organisation centred on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organisation and society.HISTORYFrom holistic historical review quality revolution, we can deduce that Quality can be classified into four evolutionary phases:InspectionQuality controlQuality assuranceTOTAL QUALITY MANAGEMENT

HISTORY OF TOTAL QUALITY MANAGEMENT

TQM involves methodology for continually improving the quality of all processes, it draws on a knowledge of the principles & practices of:The behavioural sciencesThe analysis of quantitative & non-quantitative dataEconomics theoriesProcess analysis

TQM TIMELINE1920s: Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry. 1930s:Walter Shewhart developed the methods for statistical analysis and control of quality.1950s:W. Edwards Deming taught methods for statistical analysis and control of quality to Japanese engineers & executivesJoseph M. Juran taught the concepts of controlling quality and managerial breakthroughArmand V. Feigenbaums book Total Quality Control was publishedPhilip B. Crosbys promotion of zero defects paved the way for quality improvement in many companies1968: Kaoru Ishikawas synthesis of the philosophy contributed to Japans ascendancy as a quality leaderToday:TQM is the name for the philosophy of a broad and systemic approach to managing organizational quality.Quality standards such as theISO 9000 Seriesand quality award programs such as the Deming Prize and theMalcolm Baldridge National Quality Awardsspecify principles and processes that comprise TQM.

KAORU ISHIKAWAARMAND F.W.E. DEMING

JOSEPH JURANPHILIP CROSBYWALTER SHEWHART

MALCOLM BALDRIGE NATIONAL QUALITY AWARDTheMalcolm Baldrige National Quality Awardrecognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by thePresident of the United States.The award promotes awareness of performance excellence as an increasingly important element in competitiveness. It also promotes the sharing of successful performance strategies and the benefits derived from using these strategies.

DEMINGS 14 POINTS ON TQM1. Create constancy of purpose2. Adopt the new philosophy3. Cease dependence on inspection4. Use a single supplier for any one item5. Improve constantly & forever6. Use training on the job7. Implement leadership

DEMINGS 14 POINTS ON TQM8. Eliminate fear9. Break down barriers between departments10.Get rid of unclear slogans11.Eliminate management by objectives12.Remove barriers to pride of workmanship13.Implement education & self-improvement14. Make transformation everyones jobSTEPS IN IMPLEMENTING TQMBENEFITS OF TQMIMPROVE QUALITYEMPLOYEE PARTICIPATION & SATISFACTIONTEAMWORK & WORKING RELATIONSHIPSPROFITABILITY & MARKET SHAREPRODUCTIVITYCOMMUNICATION

OBSTACLES TO TQMLACK OF MANAGEMENT COMMITMENTLACK OF EMPLOYEE MOTIVATIONINABILITY TO CHANGE ORGANISATION CULTUREIMPROPER PLANNINGLACK OF CONTINUOUS TRAINING & EDUCATIONINADEQUATE USE OF EMPOWERMENT & TEAMWORKTQM TODAYCharacterized differently by each company that practices itThe primary philosophyContinuous improvement to exceed the customer expectationsIdentify and correct issues at the earliest stageIncorporate quality into the final product

GROWTH OF TQMJapanese industries followed the path & guidance of Joseph Juran & Edward Deming for TQM, and by mid-1970s became a world leader in most industries & consumer product segments, for eg., Sony in Consumer Electronics, Toyota & Honda in 4-wheeler automobile industry, Honda & Yamaha in 2 wheeler industry etc.Gradually TQM spread to most of the worlds industries in Korea, Europe and USA and it was accepted as universal mantra for world class performance and excelling in individual fields of operationsTHANK YOU!