Post on 30-May-2018
8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
What is TQMWhat is TQM
It provides overall concept that fostersIt provides overall concept that fosterscontinuous improvementcontinuous improvement in thein the
organizationorganization Its philosophy stress aIts philosophy stress a systematic,systematic,
integratedintegrated,, consistentconsistent organizationorganization--wide perspective involving everyonewide perspective involving everyone
and every thing.and every thing. It primarily focuses on totalIt primarily focuses on total customercustomer
satisfactionsatisfaction. (Internal and External. (Internal and Externalboth)both)
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
TQM DefinitionTQM Definition
TotalTotal-- EveryoneEveryoneassociated withassociated with
the company is involved inthe company is involved in
continuous improvementcontinuous improvement
QualityQuality-- CustomersCustomers expected andexpected and
implied requirementsimplied requirementsareare
met fully.met fully. ManagementManagement --Executives are fullyExecutives are fully
committedcommitted..
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Meanings of TQMMeanings of TQM
At every Level/Stratum
At every Level/Stratum
Management Methods
Management MethodsAnalytical Methods
Analytical Methods
Q (Quality):Quality improvement
Q (Quality):Quality improvement
C (Cost):Cost reduction
C (Cost):Cost reduction
D (Delivery):Delivery execution
D (Delivery):Delivery executionS (Safety):Safety maintenance
S (Safety):Safety maintenance
E(Environmental):Environmental protection
E(Environmental):Environmental protection
M (Morale):Morale boosting
M (Morale):Morale boosting
System
System
All persons
All persons
Of all divisions
Of all divisions
TQMmeans
TQMmeans
Method
Method
Purpose
Purpose
strivetoattain
...
s
trivetoattain
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Lipton Tea (Product & Services)
ABN Amro Bank Services
Carpenter and Workshop (Product & Services)
LG Mobile Compass (Innovative approach)
Shampoo Bottles (Product oriented)
Golf Clubs (Product oriented )
Watch (Innovative approach through feed back)
Tomato Ketchup (Product oriented)
Elfy (Customers satisfaction)
General Examples
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
QUALITY
is no longer a desirable option
Productivity
Quality
Competitive price
It is the key to SURVIVAL
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Total Quality Management
Optimizing Seven Main Areas
1
Capable Leadership
4
Human ResourceDevelopment
3
Systems
2
Customer Driven
7
ResourceUtilization
6Product control andImprovement
5Process Control &
Improvement
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
History of TQMHistory of TQM
Emergence of Modern Quality Control1924: "Control Chart" was advocated by Shewhart
Development of Modern Quality Control
Impetus was given by the Second World WarIntroducing the Concept of Quality Control to Japan
1951: The Deming Prize initiated
Orientation Towards Total Quality ManagementEmergence of TQC
1962 : QC circle activities started
TQC Practices1972: Quality Function Deployment
Deployed from Manufacturing to Tertiary Industry1980: NBC aired a program entitled "If Japan can..., why can't we?
Quality Assurance on Customers' Side (Certification of ThirdParty)
Quality and Productivity, ISO 9000s QMS with TQM approach,
Fully Utilizing Information Technology through KBE
Quality Control Originated from Industrial Revolution
'20s
30s
40s
50s
60s
70s80s
90s00s
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
National Power and
Quality Management
1940 1960 19701990 19902000
Establishment of
SQC Technology
Establishment of
TQC Concept
TQC Practice CS Practice
Establishment of
TQM Approach
IT Revolution
Shewhart's Control Chart
Juran's Proposition ofTotal Quality Management
First Oil Crisis
Plaza Accord
NBC aired "If Japan can..." J Young's Report
MB Award was establishedISO 9000 was established
Prosperous 60's Manufacturing SuperpowerGDP
CS ManagementNew EconomyBPR, 6 Sigma
e-businessDell Direct Model
20002010
TQMBE
IQC
KBE
others
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8/14/2019 ITQM
9/18
Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
TQM
StrategicBusiness
PolicyManagement
BusinessElements
Management
day-to-dayManagement
Strategic QCCircle
Activities
Activities Conducive to BetterCorporate Management
TQM Various Activities
ISO9000
ISO14000
BPR
Kaizen, TPM
Six SigmaImprovement in the Quality of
Corporate Management
JIT
and so on
Fusion
Selection and Concentration ofManagement Resources
TQM as All-Around Activities
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Problem
Solving
Problem
Solving
Improvement of TQM and ItsImprovement of TQM and ItsMechanism/ProcessMechanism/Process
TQM
PLAN
DO
ACT
CHECK
New Product
Development
Quality AssuranceCost Control
Sales and
Administration
EmployeesEmployees PresidentPresident
Everyone Taking the Lead
Enhancement of Q/C/D/M/S/E
Improvement and Enhancement of System/MechanismImprovement and Enhancement of System/Mechanism
StandardizationStandardization
Improvement ActivityImprovement Activity
Problem OccurrenceProblem Occurrence
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Procedures for ImprovingProcedures for Improvinga Mechanism/Processa Mechanism/Process
Turn what are being actually practiced
into a "mechanism".
Turn what are being actually practiced
into a "mechanism".
Work based on the mechanism.Work based on the mechanism.
A problem occurs.A problem occurs.
Review and modify the mechanism.Review and modify the mechanism.
Refine and sophisticate the mechanism.Refine and sophisticate the mechanism.
"Everyone" can
do a "good job
effectively and
efficiently"according to a
"good
mechanism".
"Everyone" can
do a "good job
effectively and
efficiently"according to a
"good
mechanism".WorkWork
The goals and
objectives of the
company can be
achieved
The goals and
objectives of the
company can be
achieved
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Delight the Customer
Management by Fact
People-based Management
Continuous Improvement
Total Quality ManagementTotal Quality Management
PrinciplesPrinciples
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Continuous improvement cycleContinuous improvement cyclepreventionprevention
Continuous improvementContinuous improvement
Team work, People make qualityTeam work, People make qualityPeoplePeople--based managementbased management
All work is process measurementAll work is process measurementManagement by factManagement by fact
Customer satisfaction, InternalCustomer satisfaction, Internal
customers are realcustomers are realDelight the customerDelight the customer
Core ConceptsCore ConceptsPrinciplesPrinciples
Table: 1, Principles & CoreTable: 1, Principles & Core
Concepts of TQMConcepts of TQM
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Customer satisfaction
Internal customers are real
All work is process
Measurement
Teamwork
People make quality
Continuous improvement cycle Prevention
Core Concepts forCore Concepts for
ImprovementImprovement
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8/14/2019 ITQM
15/18
Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
The House of TQM
Goal & Strategy
CS
Intrinsic technology
General Education + Political stability
Base
Means
Purpose
Motivation
Infrastructure
Dr. N. Kano Model (2001)
modified by Terry
Motivational approach
Intrinsic Tech./ Information Tech.
Techniques
Seven ToolsNew Mgt 7 Tools
QC Story
Quality Func.
Deployment.
Malti- variate Analysis
Etc.
Vehicles
Policy MGT.Daily MGT.
Cross-Func.MGT
QC Circles
Etc.Concepts
Quality concept
CS
Market in
Next processes are our
Customer
Management Concept
PDCA
Control by Fact
Every bodys business
Etc.pdfMachinet
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Relations Between ManagementRelations Between ManagementMethods in the CompanyMethods in the Company
BusinessManagement
Meeting
Ma
nagement
by
Function
Yearly PolicyManagement
itemsTarget value
Focused
approach1. Develop unique
products in
anticipation of
emerging users'
needs
New product
sales turnover
25 bill ion yen Users' needs
2.
Policy Statement of FYOO
Top Policy
Implementation
Plan
Diagnosisby
Top
Management
Q
C
D
Policy Deployment
Evaluation
Detect the
defects of a
mechanismsystem
regarding
work
process.
PolicyImplementation
Results of work
Dayly management
Deployment
Plan by
Function
Gain and loss Evaluate the
results of work
Policy management
Diagnosisby
Top
Management
Results of work
Dally management
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8/14/2019 ITQM
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
IMPLEMENTATION ANDBUSINESS RESULTS OF TQM
Corporate ClimateCorporate Climate
CSQuality AssuranceQuality Assurance
Business ResultsBusiness Results
CS Cost/Delivery
Sales Quality
TQM MethodsTQM Methods
Creative Climate
SQC QC Circles
Total Participation
Technologydevelopment/CS
Technology development
Analysis and review of plan
Customer information
Technology development/
Product planning
CS Activities
Latent needs
RI Activities
CR mechanism
Strategy and Policy Management
Vision/Strategy
Diagnosis by top
management
Evaluation of level of achievement
Control Cycle
Standardization and Improvement
Decision-making speed
Information sharing
Sharing of values
Teamwork in the workshop
Inter-sectional teamwork
Desire for improvement
Climate to find breaking through
Education/training
Engineering technology / Problem-solving
ability
ES
Quality Assurance
QCD Management
Partnership with suppliers
Handling complaintspdfMachinet
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Mr. Hasan HaiderMr. Hasan Haider -- NPO PakistanNPO Pakistan
Are you looking for a change?
then Adopt
Total Quality Management
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