Post on 08-Apr-2018
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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