TOTAL QUALITY MANAGEMENT PROJECT

REPORT ON

BY-

SANJAY BHATIA

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.

In TQM,

Total Involvement of all levels in the organization

Quality Conformance to agreed upon requirements

Management Best use of available resources to achieve Total Quality

What’s the goal of TQM?

“Do the right things

right the first time,

every time.”

Another way to put it

At it’s simplest, TQM is all managers leading and facilitating all contributors in everyone’s 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

Advantages of TQM Helps to focus clearly on the needs of the market Facilitate to aspire for top quality performer Channelises the procedures necessary to achieve

quality performance Helps examine critically and continuously all

processes to remove non-productive activities and waste

Gears organization to fully understand the competition and develop an effective combating strategy

Helps develop good procedures for communication Helps revive the process needed to develop the

strategy of never ending improvement

TQM focuses on:-

CUSTOMER SATISFACTION

ORGANISATIONSTRUCTURE

EMPLOYEE INVOLVEMENT

QUALITY CIRCLES

TRANING

LEADERSHIP QUALITY POLICY

QUALITY COST

REWARD

The Three aspects of TQM

Counting Tools

Customers Quality

Culture

EXAMPLE

“It is the aim of ABB Kent Meters Ltd to supply products and services whichcompletely satisfy our customers.”Kent Meters Mission Statement

The Deming philosophy

14 points for management:

1. Create and publish to all employees a statement of the aims and purposes of the company. The management must demonstrate their commitment to this statement.

2. Learn the new philosophy.

3. Understand the purpose of inspection – to reduce the cost and improve the processes.

4. End the practice of awarding business on the basis of price tag alone.

5. Improve constantly and forever the system of production and service.

The Deming philosophy

6. Institute training

7. Teach and institute leadership.

8. Drive out fear. Create an environment of innovation.

9. Optimize the team efforts towards the aims and purposes of the company.

10. Eliminate exhortations for the workforce.

11. Eliminate numerical quotas for production.

12. Remove the barriers that rob pride of workmanship.

13. Encourage learning and self-improvement.

14. Take action to accomplish the transformation

Conclusion

In a nutshell, TQM will increase productivity, will

eliminate wastes, reduce non-conformances, optimize costs, increase the profitability , will enrich the employees life and will help the industry to meet it’s societal obligation.

Total Quality Management is a marathon and not a sprint

THANK YOU

TOTAL CUSTOMER SATISFACTION…“It is the aim of ABB Kent Meters Ltd to supply products and services whichcompletely satisfy our customers.”Kent Meters Mission Statement

Cartoons for total customer satisfaction, total quality management cartoons.Our mission statement sets a very simple objective of delivering total customersatisfaction. We already are better that our competitors in a lot of the things wedo and we already have the most committed people in the industry.We will achieve total customer saisfaction through a continuous qualityimprovement programme, which gets everyone involved in finding new orimproved ways of doing things and improving customer service. This process iscalled Total Quality Management.The result will be a more efficient business and, for everyone in Kent Meters, abetter quality of life.My job was to illustrate a 24 page brochure that would be given to all employeesto help them understand the need for Total Customer Satisfaction.Quote “We give away 450 water meters every day”The cost of scrap, rework and warranty returns is equivalent to our giving away450 meters each day! (Or a Mini car every day!)