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PRESENTED BY:

NEHA YADAVMSC II YR

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INTRODUCTIONyA philosophy, a set of ideas or tools, and a process

whose output yields customer satisfaction and

continuous improvementy Includes 3 words:

TOTAL: made up of the whole

QUALITY: degree of excellence

MANAGEMENT: act of handling, controlling etc.

Thus, TQM is the art of managing whole to achieveexcellence

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y W.E. Deming father of TQM

yAcc to ISO:

TQM is a management approach for anorganization, centered on quality, based on theparticipation of all its members and aiming at

long term success through customer satisfaction,and benefits to all its members of theorganization and to society

y Combines culture changing tactics and structuraltechniques to satisfy the needs of customer (externaland internal)

yAims at ZERO-DEFECT product following RFT (rightfirst time) approach

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TELLME, ILL FORGET, SHOWME I MAYREMEMBER, INVOLVE ME ILLUNDERSTAND (Chinese Proverb)

Workers participation is necessary IF YOUWILL PUT THE BUSINESS IN THEIR HEARTS,THEY WILL PUT THEIR HEARTS IN THEBUSINESS

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OBJECTIVES:

y Change the mindsety Helps to systemize quality process in an organization in a

people-oriented wayy Helps to bring down the cost of quality

ELEMENTS:y Ethicsy Integrityy Trusty Trainingy Leadershipy Communicationy Recognitiony Teamwork

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EMERGENCEOFTQMINSPECTION

QUALITY CONTROL

QUALITY ASSURANCE

TQM

improvement is an ever flowing stream

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QUALITY ELEM

ENT PREVIOUS TQM

Definition Product oriented Customer oriented

Decisions Short term Long term

Emphasis Detections Prevention

Errors Operations System

Responsibility Quality control Everyone

Problem solving Managers Teams

Managers role Plan, assign, control andenforce

Delegate, coach, facilitateand mentor

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y CRITICAL COMPONENTS:

HACCPSSOP

GMP

CGMP

y BASIC APPROACH:

Policies / Guidelines

ProgramsProcedures

System

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REQUIREMENTSyA committed and involved management to provide

long term top to bottom organizational support

yAn unwavering focus on the customery Effective involvement and utilization of entire work

force

y Continuous improvement of the business and

production processy Treating suppliers as partners

y Establish performance measures for the process

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PDCACYCLE - DEMING WHEELPLAN

(Plan a changeaimed at

improvement)

ACT(Institutionalize the change orabandon or do

it again)

DO(Execute the

change)

CHECK(Study the

results did itwork)

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EMPHASISONCONTINUAL

IMPROVEMENTPE

RFORMA

NC QUALITY ASSURANCEE

TIME

PLAN DO

ACT CHECK

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OBSTACLESy Lack of management commitment

y Inability to change organizational structure

y

Improver planningy Lack of continuous training and education

y Incomplete organization structure and isolatedindividuals / departments

y

Ineffective measurement techniques and lack of accessto data and result

y Inadequate attention to consumer

y Inadequate use of empowermnt and teamwork

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IMPLEMENTATIONy Development of quality policy and its control

y Diagnosing quality problems using effective tools

y Quality assurancey Quality control circles

y QC education and training

y Development and applications of QC techniques

y Techniques tailored to suit needs

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THANK

YOU!!!