Final Tqm Ppt
Transcript of Final Tqm Ppt
TQM
A PRESENTATION ON INTRODUCTION TO QUALITY AND TOTAL QUALITY MANAGEMENT
PRESENTED BY :-- GROUP 1
Wednesday, August 06, 2010
PROCESS QUALITY
PEOPLE QUALITY
+
+
=TQM
ORGANIZATION QUALITY
• Everyone associated with the company to involve in continuos improvement including customers and suppliers.
TOTAL
• Customer stated and implied requirement are fully met.
• Executives are fully committed.
QUALITY
MANAGEMENT
TQMWednesday, August 06, 2010
TQM :- TQM is a management of quality, totally and fully in all respects, small areas and all activities of organization, right from top to bottom, TQM provides the overall concept that fosters continuos improvement in organization. It focuses primarily on total satisfaction of both internal and external customers.
TQMWednesday, August 06, 2010
GOALTotal customer satisfaction
STRATEGYDo the right thing, right the first time,
and every time
TQMWednesday, August 06, 2010
Objective
To create a culture of “continuous improvement “for zero defect, zero loss, and zero accident
TQMWednesday, August 06, 2010
QUALITY TOOLS AND TECHNIQUES
CUSTOMER SATISFACTION
ALL RESPONSIBLE AND ACCOUNTABLE
MEASUREMENTS, RECOGNITION AND
REWARD
TEAMWORK PARTICIPATION
AND INVOLVEMENT
T Q M
MANAGEMENT COMMITMENT
CONTINOUS EDUCATION
AND TRAINING
TQMWednesday, August 06, 2010
• TQM forces us to recognize and give as much important to our
internal customers as our external customers. We also
learn to know, who our suppliers are, so that we can clearly communicate to them
our exact requirements.TQMWednesday, August 06, 2010
Costs involved in implementing qualityCosts involved in implementing quality
• Quality Control Costs – 1. Prevention costs2. Appraisal cost
• Quality Failure Costs – 1. Internal Failure costs 2. External Failure costs
Successful Implementation of TQMSuccessful Implementation of TQM
I.I. Foundation - Ethics, Integrity and Foundation - Ethics, Integrity and Trust.Trust.
II.II. Building Bricks -Training, Teamwork Building Bricks -Training, Teamwork and Leadership.and Leadership.
III.III. Binding Mortar - Communication.Binding Mortar - Communication.
IV.IV. Roof - Recognition.Roof - Recognition.
TQMWednesday, August 06, 2010
FOUR PILLERS OF TQM
Satisfying Customers
Systems / Process
People
Improvement tools
TQMWednesday, August 06, 2010
Satisfying customers :
Aim of TQM is not only to meet the needs of the customers, but also about
customer satisfaction. (Satisfying implied needs). This also includes the internal customers as without satisfying them,
achieving satisfaction of external customers will be difficult.
Systems / Process :
Establishing a system is basic building block of quality management. Within this
system having the right processes will ensure production of error free or defect
free products. The more robust the process, the less will be the possibility of
defect occurring.
People :
People are the most important asset of the organization, No organization can succeed without the whole hearted
involvement of the people in the various aspects of the organization
Improvement Tools :
There exists always a potential for improvement. Use of the right,
improvement tools and methodologies will ensure that the organization remains
competitive.
Quality movement in India
• In India quality was there from the beginning.• India was known for handicrafts , gems and
jewelry- Heritage.• But US. Japan- Known for quality
management.• Quality management existence in US . and
Japan- 1950• Quality control circle was born in India- 1980
TQMWednesday, August 06, 2010
Quality is an attribute of a product or service that fulfills or exceeds the human expectations. These expectations are based on the intended use and selling / service price. It is somewhat of an intangible based on perception ISO – 9000:2000: “ The degree to which a set of inherent characteristics fulfills requirements.Here,Degree – quality such as poor, good, and excellentInherent – Permanent attributeRequirement – need based or expectation. J.M.Juran defined quality as: “Fitness for use / Purpose” Philip Crosby defined quality as: “Conformance to specifications”
W.Edward Deming : continuous Improvement
Peter Drucker: "Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for.“
TQMWednesday, August 06, 2010
Q- Quest for excellence. (Act)U- Understanding customer’s needsA- Action to achieve customer's appreciationL- Determination to be leaderI- Involving people.T- Team sprit to work for a common goalY- Yardstick to measure progress
TQMWednesday, August 06, 2010
Benefits of quality
• It gives positive company image.• It improves competitive ability both nationally
and internationally.• It increases market share, which translates
into improved profits.• Overall, it reduces cost, improve profits.• It creates an atmosphere for high employee
morale, which improves productivity.
TQMWednesday, August 06, 2010
TQMWednesday, August 06, 2010
AMERICAN GURUs
TQMWednesday, August 06, 2010
JANANESE GURUs
TQMWednesday, August 06, 2010
Tools to use to improve Quality concerns
Flowchart Portrays all the steps in a process. Helps understand the process.
Cause and Effect DiagramPortrays possible causes of a process problem. Helps determine root cause.
Control Chart Shows if a process has too much variation.
Histogram Portrays the frequency of occurrence.
Check Sheet Tabulates frequency of occurrence.
Pareto Diagram Visually portrays problems and causes in order of severity or frequency. Helps determine which problem or cause to tackle first.
Scatter Diagram Helps determine if two variables are related..
TQMWednesday, August 06, 2010
Wednesday, August 06, 2010 TQM
Example of Kaizen: poor man’s approach
TQMWednesday, August 06, 2010
British Airways’ new route to customer service
A TQM case study in service sector
BRITISH AIRWAYS
Every 2min a BA flight takes offWorking 24×74th largest airliner in the businessFiercely competing Lufthansa, Singapore
Airlines, American Airlines 25 million passengers
TQMWednesday, August 06, 2010
CHANGE IS GOOD
• Shoddy airline , indifferent to passengers
• World class, financially well, a trendsetter indeed!
• TQM – the route 2 transformation
TQMWednesday, August 06, 2010
scenario in BA (1990s)
Under a crisisPreviously a nationalized corporationShedding jobs worldwide to stop making lossMerging of BOAC & BEA Restriction of operating routes
TQMWednesday, August 06, 2010
public to private
Prepared itself for privatization Regained its financial wealthAfter £5 million worth advertisement, sold itselfBegan to repair and restructure
TQMWednesday, August 06, 2010
Start of the TQM
implementation
Leaner to fitter‘PUTTING PEOPLE FIRST’ program by Collin
MarshallCustomer Employees 30,000 employeesBehavior breeds behavioremployees
TQMWednesday, August 06, 2010
know your work place better
‘CUSTOMER FIRST’ team programIn effective attitude of employeesEmployees treated as internal customers‘We fly to serve’ motto‘A Day in the Life’‘gold in the hole’, ‘engineering excellence’,
‘money matters’
TQMWednesday, August 06, 2010
organizational & cultural change
Pattern BreakingExperimenting processesVisioningBonding
TQMWednesday, August 06, 2010
pattern breaking stage
‘Demanning’ from 59,000 to 29,000Dismissal letters to opposing managersNew, new, everywhere new_______________________________________Experimenting & visioning stage difficultiesPathetic business attitude, absence of good
managers, underachieving education systemEffective motivation- hope of gain not threat of
being fired from job
TQMWednesday, August 06, 2010
deep into cultural change
Senior & middle level management‘Leading the service business’Offsite meetingsRecording feedback from the down level
managementParticipative management styleBureaucratic, militaristic service
oriented , market driven.
TQMWednesday, August 06, 2010
act as you preach
BA offered MBA degree! to its employeesEstablished permanent training centreCreated emotional supportOrganizational hierarchy was flattened profit sharing bonus schemesPerformance appraisal system introducedPerformance based compensation systemdata driven feedback system on management
practices
TQMWednesday, August 06, 2010
treat employees as
potential customers Introduction of ‘world traveler’ to economy
classAdvertising it to employees before to
customers‘Internal commitment’‘Internal marketing’
TQMWednesday, August 06, 2010
advertise yourself
Apart from usual ad campaign, brand product theme was introduced
Club world , first class , super shuttle , leisure, world traveler(economy class)
Modification of seats, accessories , catering services
A single ad costs £1 million containing emotional dramatic exp
TQMWednesday, August 06, 2010
Food served has a power full effect on the memory of a flight
Analyzing different aviation routes, adjusting food recipes in accordance with different geographical places
Gained competitive edge
TQMWednesday, August 06, 2010
show down – a moment to
celebrate13 % increase in profitAnother 12% increase in each subsequent yrsBecame fourth largest airliner160 destinations, 90 countries, 25 US cities41 % share in North Atlantic market 235 aircrafts, advanced fleet strength than
competitorsEnormous customer care programs
TQMWednesday, August 06, 2010
Thank you
TQMWednesday, August 06, 2010