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TOTAL QUALITY MANAGEMENT
A DefinitionTQM is an integrated organizational approach in delighting
customers (both external and internal) by meeting theirexpectations on a continuous basis through everyone
involved with the organizational working on continuousimprovement in all products/processes along with proper
problem solving methodology.
TO DELIVER HIGHEST VALUE AT LOWEST COST
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Key contributors to quality management
Q : Quest for excellence
U: Understanding customers needsA: action to achieve customers appreciation
L : Leadership- determination to be a leader
I : Involving all people
T : Team spirit to work for a common goal and
Y: Yardstick to measure progress.
contributor Key contributionsDEMMING
JURAN
FEIGENBAUM
CROSBY
ISHIKAWATAGUCHI
14 Points, special versus common cause of variation.
Quality is fitness-for-use , quality trilogy.
Quality is a total field, the customer defines quality.
Quality is free , zero defects.
Cause and Effect diagrams and quality circlesTaguchi loss function.
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MEANING OF QUALITY
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Fitness for
Consumer Use
Producers Perspective Consumers Perspective
Quality of Conformance
Conformance to
specifications
Cost
Quality of Design
Quality characteristics
Price
MarketingProduction
Meaning of Quality
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Elements of TQM Concept
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Continuous
improvement
Customer
focus
Prevention
Of defects
Universal
responsibility
For quality
TQM
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Deming Wheel: PDCA
Cycle
1. Plan
Identifyproblem and
develop plan
for
improvement.
2. DoImplementplan on a test
basis.
3. Study/CheckAssess plan; is itworking?
4. Act
Institutionalizeimprovement;
continue
cycle.
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TQM TOOLS
a) Tools for Generating Ideas: Check Sheet,
Scatter Diagram,
Cause and Effect Diagram,
b) Tools to Organize the Data: Pareto Charts,
Flow Charts (Process Diagram), and
c) Tools for Identifying Problems: Histogram,
Statistical Process Control Chart
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TQM tools1. Scatter diagram: Its used to determine whether a
relationship exists between two variables
2. Flow chart/ process map:
These diagram show the flow of the process and services.
It answers the question Who is the next Customer?
Improvement can be accomplished bychanging,reducing,combination, or eliminating steps.
Standardized symbols are used by industrial engineers.
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TQM tools continued..3. Histogram is a graphical display of tabulated frequencies .
4. Cause and effect diagram/fishbone diagram: It wasoriginated by Kaoru Ishikawa.
It is simply a tree or hierarchy, showing how causes havecauses.
Its main use is to discover potential causes of unwanted
problems.
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TQM tools continued..5. Pareto chart: Vital few Trivial Many
It was first evolved by Italian Economist Vilfredo Pareto.
Its a technique of ordering causes to problems from the most tothe least significant.
6. Stratification: It is a technique used to divide data into subcategory or classification to provide useful insight into theproblem.
7. Control charts: They are on line process control and is a type ofrun chart used for studying process performance over time in
order to understand and reduce variation.
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Costs of Quality1. PREVENTION COSTS
2. APPRAISAL COSTS
3. INTERNAL FAILURE COSTS4. EXTERNAL FAILURE COSTS
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TQM benefits Image of organization improves.
Reduction in inventory.
Shorter lead time in design, manufacturing, procurement
service etc., Reduction in complaints.
Customer satisfaction.
Quality cost % to turnover reduction.
Lower manufacturing cost. Reduction in deviation.
Continuous improvement.
Drastic reduction in defectives and number of defects.
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TQM GURUS
Edward
Deming
Joseph M. Juran
Walter A.
Stewart
Armand V.Feigenbaum
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Karou Ishikawa
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Edward Demings14 PRINCIPLES
1. Create Constancy of purpose for continual improvementof product and service.
2. Reduce the acceptable levels of poor quality.
3. Cease dependence on Inspection to achieve quality.
4. End the Practice of awarding Business on Price tagalone.
5. Improve constantly and for ever the system ofproduction and service.
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14 PRINCIPLES Continued:
6. Institute training on the job
7. Adopt and Institute modern methods of supervision
and Leadership8. Drive out fear
9. Break down barriers between departments andindividuals
10. Eliminate the use of slogans, posters and exhortations11. Eliminate work standards and numerical quotas
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14 PRINCIPLES Continued:
12. Remove barriers that rob the hourly worker of the right topride in workmanship
13. Institute a vigorous program of education of andretraining
14. Define top managements permanent commitment topever improving quality and productivity.
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CROSBYS FOURTEEN STEPS TO QUALITY
IMPROVEMNET Management Commitment
The quality improvement Plan
Measurement
The cost of quality
Quality awareness
Corrective Action
Zero Defect planning
Employee education
Zero defects day
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CROSBYS FOURTEEN STEPS TO QUALITY
IMPROVEMENT Contd.
Goal setting
Error cause removal
Recognition
Quality council
Do it all over again
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ELEMENTS OF TQM Top management commitment and involvement
Customer involvement
Design products for quality
Design production processes for quality
Developing supplier partnership
Customer service, distribution, and installation
Building teams of empowered employees
Benchmarking and continuous improvement
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QUALITY MANAGEMENT RECOGNITION Malcolm Baldrige National Quality Award
Deming Prize
ISO 9000
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APPLYING TQM TO B-SCHOOL
Synergistic relationships.
Continuous improvement and self-evaluation. A system of ongoing process.
Leadership.
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TQM @ S.R.N ADARSH COLLEGE Established in 1996.
Started their PG Courses in 2001.
They offer courses like MBA and PGDBM.
It is an ISO 9001: 2000 certified college.
They have applied for NAAC accreditation.
They have also started Adarsh Business School.
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Quality objectives :-
Providing modern courses.
Improving the existing amenities.
To upgrade the skills of teaching staff.
Invite specialists in various fields and organize
seminars and lectures to provide additional knowledge tothe students.
To achieve good results in both UG and PG course at theuniversity level examinations.
To develop library as one of the best information resourcecenters.
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Quality management strategyQuality manual
i) Quality systems manual.
ii) Quality procedure manual. Apex meetings once in every 4 months to review the
quality manual.
Both internal as well as external audit.
They hold at least 1 National conference every year.
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Contd They have recorded 100% pass percentage in PGcourses.
They have formed 9 sub-committees to look into the
quality maintenance cycle. Books and research papers have been often published
by the management.
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Areas for improvement
All departments and process should becomputerized by implementing ERP systems.
The placement cell should improve its efficiency.
The college should provide good infrastructure tofacilitate the students.
The feedback forms from the students as well as
the faculty should be considered seriously. Seminars and guest lectures should be conducted
on a regular basis.
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SYNERGISTIC RELATIONSHIPS Teachers are the suppliers and students are the customers
in management institution
Good relationship between suppliers and customer
Talent and experience is used for the efficient performanceand production.
Teachers and schools- learn and communicate in qualityways
Invest to maximize the growth opportunities
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LEADERSHIP The success of TQM is the responsibility of top
management.
The context should be such that students can best achieve
their potential through the continuous improvement thatresults from teachers and students working together.
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CONTINUOUS IMPROVEMENT AND SELF-
EVALUATION
Everyone in the organization must be dedicated tocontinuous improvement, personally andcollectively .
Within a Total Quality school setting,
administrators work collaboratively with theircustomers .
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A SYSTEM OF ONGOING PROCESS
Must be viewed as a system, and the work people
do within the system must be seen as ongoingprocesses.
Quality speaks to working on the system, whichmust be examined to identify and eliminate the
flawed processes that allow its participants to fail
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A QUALITY B-SCHOOL A well established system
Good administrative setup
Research
Faculty with experience and industrial exposure
Knowledge management and practical application
Placement
Infrastructure students
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ADVANTAGES OF APPLIYING TQM IN
EDUCATION
Great relationship between teachers and students
Excellent placement opportunities
Extensive and continuous improvement
Enhances relationship between management and faculty
World class management school
Knowledge based education
2 b
