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The Total Quality Approach to Quality Management: Achieving Organizational Excellence CHAPTER ONE (EIND 5309) Total Quality Management
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The Total Quality Approach to Quality Management: Achieving Organizational
ExcellenceCHAPTER ONE
(EIND 5309) Total Quality Management
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Outline
What is Quality? Quality, Value, and Organizational
Excellence The Total Quality Approach Defined Two Views of Quality Key Elements of Total Quality Total Quality Pioneers Keys to Total Quality Success The Future of Quality Management in the
21st Century
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What is Quality?
Quality in every thing How will you Judge the quality of …….?
Restaurant (Service, Response Time, Food Preparation, Environment, Price, Selection)
Flight Car Health Care Center
The result, does the product or service meet or exceed customer expectations?
Consumer-driven concept Several Definitions for Quality TQ is a much broader concept, it
encompasses the quality of people, processes….etc.
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What is Quality?
Quality Definition: Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value.
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Quality, Value, and Organizational Excellence Organization & Global Competitiveness
Superior value to customers Consistent Superior value Superior Value superior quality, superior
cost, and superior service. Consistently providing superior value to
customers achieve organizational excellence.
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The Total Quality Approach Defined
Three-Legged Stools of Total Quality
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Total Quality: What It Is and How It Is AchievedWhat It Is
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, processes, and environments.
How It Is Achieved
The total quality approach has the following characteristics:
•Strategically based
·Customer focus (internal and external)
·Obsession with quality
·Scientific approach to decision making and problem solving
·Long-term commitment
· Teamwork
· Continual process improvement
· Education and training
· Freedom through control
· Unity of purpose
· Employee involvement and empowerment
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The Historic Development of Total Quality World War II Quality Evolution
Inspection Quality Control Quality Assurance TQM
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Two Views of Quality
Traditional View TQ View
Measured defective parts per hundred produced
Per million produced
After-the-fact inspections of products
Continual improvement of products
Employees followed orders Empowered to think and make recommendations
One improvement per employee per year
At least 10 or more
Short-term profits Long-term profits and continual improvement
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Two Views of Quality
Also, there are major different between the two views in terms of:
1. Productivity versus quality2. How quality is defined3. How quality is measured4. How quality is achieved5. Attitude toward defects6. Quality as a function7. Responsibility for quality8. Supplier relationship
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Key Elements of Total Quality
Strategically basedVision, mission, broad objectives, and activities
Customer focusInternal and external customer
Obsession with quality“Good enough is never good enough”
Scientific approachEvery one and every thing must be considered in decision making and problem solving
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Key Elements of Total Quality
Long-term commitmentChange success
TeamworkInternal competition leads to improving the quality.
Continual process improvementContinuous improved systems
Education and trainingTo work smart not hard
Freedom through controlScientific methodologies lead to freedom by empowering employees to solve problems within their scope of control.
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Key Elements of Total Quality
Unity of purposeGoal of total quality is to enhance competitiveness among employees not to eliminate unions
Employee involvement and empowermentInvolving employees leads to: increasing the likelihood of a good decision, a better plan, or a more effective improvement
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Total Quality Pioneers
1. Deming’s Contribution Deming Cycle
Deming’s Fourteen PointsDeming’s Seven Deadly Diseases
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Total Quality Pioneers
2. Jurans’ Contributions
3. Crosby’s Contributions
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Keys to Total Quality SuccessThe successful organizations in implementing TQ
avoid these errors: Senior management delegation and poor leadership
Hiring external expert Team mania
Supervisors must learn how to be effective coaches and employees how to be team playersCulture change
Deployment processQuality in every thing in the organization
Taking a narrow, dogmatic approachTailored quality programs
Confusion about the differences among education, awareness, inspiration, and skill buildingAwareness is not enough, skill’s building needed
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The Future of Quality Management in the 21st Century There are several trends that will shape the
future of quality management:
Increasing global competition
Increasing customer expectation
Opposing economic pressures
New approaches to management
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Quality Management Characteristics for the future
To succeed in the global marketplace for now and in the future, organizations need to operate according to the principles of quality management. (Page 21)
