TOTAL QUALITY

MANAGEMENT

Lecture # 1
 A Little About Me!
Zafar Kamal
B.E (NED-PAK)
M.S (NEW JERSEY USA)
Six Sigma Black Belt PWC ASQ USA
Consultant in Six Sigma, Project Management, Lean,
QMS, TS-16949.
Certified Project Manager PMI USA
Consultant NED University Karachi
M.D. Robust-Pro Canada.
 Pillars of TQM

Communication 360 (Fast & Crystal Clear)

Visual Systems and Workplace Organization
Operator Flexibility FMS
Continuous Improvement Kaizen
Mistake Proofing (Poka Yoke)
SMED/Quick Changeover
Quality At Source
Supply Chain Zero Stock Electronic Kanban
 Pillars of TQM

Balanced Production No Bottle necks

Total Productive Maintenance Zero Down time
Pull Systems At the Pull of Customer
Standard Work With Visual Controls
Accounting Systems
Engineering Design for Reliability & Serviceability

Performance Measurement Defined and Tracked

Customer Communication
 Why TQM?

Ford Motor Company had operating losses

of $3.3 billion between 1980 and 1982.
Xerox market share dropped from 93% in
1971 to 40% in 1981.
Attention to quality was seen as a way to
combat the competition.

Total Quality Management

TQM: A Buzzword Losing
Popularity
For many companies, the term TQM is associated with
corporate programs (mid 1980s ~ early 1990s) aimed at
implementing employee teams and statistical process
control.
Unfortunately, many companies were dissatisfied with
the perceived results of these programs, concluding
TQM does not work.

Question: Why were they dissatisfied?

Were they justified?

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.

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.
Total Quality Management
 Whats the goal of TQM?

Do the right things

right the first time,
every time.

Total Quality Management

 Another way to put it
At its simplest, TQM is all managers leading and
facilitating all contributors in everyones 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.

Total Quality Management

 Productivity and TQM
Traditional view:
Quality cannot be improved without significant
losses in productivity.
TQM view:
Improved quality leads to improved productivity.

Total Quality Management

 Basic Tenets 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.

Total Quality Management

 The three aspects of TQM
Tools, techniques, and training in
Counting their use for analyzing,
understanding, and solving quality
problems

Customers Quality for the customer as a

driving force and central concern.

Culture Shared values and beliefs,

expressed by leaders, that define
and support quality.

Total Quality Management

 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.

Total Quality Management

 Continuous Improvement versus
Traditional Approach
Traditional Approach
Market-share focus
Individuals
Focus on who and why
Short-term focus
Status quo focus
Product focus
Innovation
Fire fighting
Continuous Improvement
Customer focus
Cross-functional teams
Focus on what and how
Long-term focus
Continuous improvement
Process improvement
focus
Incremental improvements
Problem solving

Total Quality Management

 Quality Throughout
A Customers impression of quality begins with the initial
contact with the company and continues through the life of
the product.
Customers look to the total package - sales, service
during the sale, packaging, deliver, and service after
the sale.
Quality extends to how the receptionist answers the
phone, how managers treat subordinates, how
courteous sales and repair people are, and how the
product is serviced after the sale.
All departments of the company must strive to improve
the quality of their operations.

Total Quality Management

 Value-based Approach
Manufacturing Service Dimensions
Dimensions Reliability
Performance Responsiveness
Features Assurance
Reliability Empathy
Conformance Tangibles
Durability
Serviceability
Aesthetics
Perceived quality
Total Quality Management
 The TQM System

Objective Continuous
Improvement

Principles Customer Process Total

Focus Improvement Involvement

Leadership
Elements Education and Training Supportive structure
Communications Reward and recognition
Measurement

Total Quality Management

 TQM Evolution

Custom-built Articles/Products having considerable control over

Quality.

Mass- Produced Products with less control over Quality

Quality control Department in Factories.

TQM-based Production facility enhancing the Organization

through Quality techniques to better achieve organizations goals-
eg. Productivity and Profitability with min. wastage.
ISO Quality Management Systems.
 QUALITY IS .the QUALIFIER!

Doing it right first time and all the time.

This boosts Customer satisfaction immensely
and increases efficiency of the Business
operations.
Clearing the bar (ie. Specification or Standard
stipulated) Excellence that is better than a
minimum standard.
 Quality - Definitions

Quality is excellence that is better than a minimum

standard. It is
conformance to standards and fitness of
purpose
ISO 9000:2000 definition of quality- It is the
degree to which a set of inherent characteristics
fulfills requirements.
Quality is fitness for use of the product Joseph
Juran.
 Quality and customer
expectations

Quality is also defined as excellence in the product or

service that fulfills or exceeds the expectations of the
customer.
There are 9 dimensions of quality that may be found in
products that produce customer-satisfaction.
Though quality is an abstract perception, it has a
quantitative measure- Q= (P / E ) ,
where Q=quality, P= performance as measured by the
Manufacturer), and E = expectations( of the
customer).
 Quality is not fine-tuning your product at the
final stage of manufacturing, before packaging
and shipping .
Quality is in-built into the product at every
stage from conceiving specification & design
stages to prototyping testing and manufacturing
stages.
TQM philosophy and guiding principles
continuously improve the Organization
processes and result in customer satisfaction.