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TOTALTOTAL

QUALITYQUALITYMANAGEMENTMANAGEMENT

By:By:Zahid HussainZahid HussainMSMS--Total Quality ManagementTotal Quality Management

IRCA Lead Auditor ISOIRCA Lead Auditor ISO--90019001--20002000IRCA Lead Auditor ISOIRCA Lead Auditor ISO--1400014000--20042004

B.Sc Engineering (Chemical)B.Sc Engineering (Chemical)

PCBAPCBAUCPUCP

SESSION 5

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Hot issues with IndustiresHot issues with Industires

Intense competitionIntense competition

Economic turndownEconomic turndown Demanding customersDemanding customers

Falling prices of sharesFalling prices of shares

Govt. initiativesGovt. initiatives Other crisesOther crises

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SolutionsSolutions

Improve qualityofproducts throughImprove qualityofproducts throughimproved processes.improved processes.

Improve productivityImprove productivity save resourcessave resources

Improve competitivenessImprove competitiveness reduce costreduce cost Enhance customer satisfactionEnhance customer satisfaction NumberNumber

increaseincrease Increase salesIncrease sales Improve market shareImprove market share

Continually improve.Continually improve.

How it is Possible ?

TOTAL QUALITY MANAGEMENT

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Total Quality ManagementTotal Quality Management

Total:Total: Made up of the wholeMade up of the whole

Quality:Quality: DDegree of excellence ofegree of excellence ofa product or servicea product or serviceproviderprovider

Management:Management: Act, Art or manner ofAct, Art or manner ofhandling, controlling,handling, controlling,Directing etc.Directing etc.

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What is TQM ?What is TQM ?

TQM is the art of managing the whole to achieve theTQM is the art of managing the whole to achieve theexcellence.excellence.

Six basic concepts of TQMSix basic concepts of TQM

AA committed and involved managementcommitted and involved management to provideto providelong term support.long term support.

Effective involvement and utilization ofEffective involvement and utilization ofentire workforceentire workforce..

FocusFocus on internal and externalon internal and external customerscustomers..

EstablishEstablish performance measuresperformance measures for processes.for processes.

Continuous improvementContinuous improvement (Business & production(Business & productionprocesses)processes)

TreatTreatsupplier as partnersupplier as partner..

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Marketing

Total Quality

ManagementSystem

Design

Purchasing

Production

Warehousing

Distribution / Service

Learning & Knowledge Mngt.

Delighted Customer

TOTAL QUALITY MANAGEMENTTOTAL QUALITY MANAGEMENT (TQM)(TQM)

&&

TOTAL ORGANIZATIONAL EXCELLENCETOTAL ORGANIZATIONAL EXCELLENCE (TOE)(TOE)

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Operational Model of TQMOperational Model of TQM

Quality

Management

System (QMS)

Qualitative / Quantitative

Problem Solving tools

Management Support &

Commitment

Total Participation

Self Empowered team

Four Cs of TQM

Commitment

Competence Communication Continual Improvement

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New and Old CulturesNew and Old Cultures

QualityQualityElementElement

Previous StatePrevious State TQMTQM

DefinitionDefinition Product OrientedProduct Oriented CustomerCustomer

orientedorientedEmphasisEmphasis DetectionDetection PreventionPrevention

ResponsibilityResponsibility Quality ControlQuality Control Every OneEvery One

ProcurementProcurement PricePrice PartnershipPartnership

Problem SolvingProblem Solving ManagersManagers TeamsTeams

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Gurus

Principles and

Practices

ShewhartDemingJuranIshikawa

CrosbyTaguchi

People and Relationships:LeadershipCustomer SatisfactionEmployee Involvement

Supplier Partnership

Tools and

Techniques

Product orService

Realization

Benchmarking

Quality Management SystemsQuality Function DeploymentStatistical Process ControlTaguchis Quality Engineering

Customer

Approach:Continuous Process Improvement

Measure:

Performance Measures

TQM Frame Work

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Rs.

The Crown

Leadership from top

The Money

Management of cost of

quality

The Smile

Customer satisfaction

The Graph

Continuous Improvement

The People

Every one with in the

organization

Five Conditions for Successful TQM Implementation

Leadership Commitment

Employee empowerment

People involvement

Waste eliminationWaste elimination

Customer FocusCustomer Focus

Culture changeCulture changePositive work attitude of employeesPositive work attitude of employees

a: willingness to dobest in his job.a: willingness to dobest in his job.b: willingness to improve his workb: willingness to improve his work

continuouslycontinuouslyOUTPUT = SKILL X ATTITUDEOUTPUT = SKILL X ATTITUDE

Core Elements of TQM

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Obstacles inObstacles inImplementation of TQMImplementation of TQM

Lack of Management CommitmentLack of Management Commitment Inability to change organizational CultureInability to change organizational Culture Improper PlanningImproper Planning

Lack of Continuous training and EducationLack of Continuous training and Education Incompatible organizational structure andIncompatible organizational structure andisolated individuals and departmentsisolated individuals and departments

Ineffective measurement techniques and lack ofIneffective measurement techniques and lack ofaccess to data and resultsaccess to data and results

Paying inadequate attention to internal andPaying inadequate attention to internal andexternal customersexternal customers

Inadequate use of Empowerment and TeamworkInadequate use of Empowerment and Teamwork Failure to Continual improveFailure to Continual improve

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QUESTIONSQUESTIONS