Total Quality Management

By:Zaipul AnwarManager, R & D Dept.Business & Advanced Technology CentreUTM

Total Quality Management (TQM)- A buzzword phrase of the 1980's

Total = quality involves everyone and all activities in the company

Quality = conformance to requirements (meeting customer requirements)

Management = quality can and must be managed

TQM = a process for managing quality; it must be a continuous way of life; a philosophy of perpetual improvement in everything we do

Total Quality Management (TQM) –Definition

a participative management style that stresses total staff commitment to

"customer" satisfaction

an integrated management system for creating and implementing a

continuous process improvement

Why is there a need for TQM?

"In order to compete in a global economy, our products, systems and services must be of a higher

quality than our competition. Increasing Total Quality is our number one priority here at

Hewlett-Packard."John Young, President of Hewlett-Packard

Principles of TQM

Quality can and must be managed and measured Goals are based on requirements, not negotiated Satisfaction of owners, customers, employees,

suppliers and society Involvement of people

people are the most valuable asset great accomplishments are possible by helping

people achieve their potential this should be the main job of management

Continuous improvement based on objective data statistical analysis is an essential tool

Management must be involved and lead Plan and organise for quality improvement

Processes must be Managed and Improved

This involves:

Defining the process Measuring process performance (metrics) Reviewing process performance Identifying process shortcomings Analysing process problems Making a process change Measuring the effects of the process change Communicating both ways between supervisors

and workers

Ten Steps to TQM

1. Pursue new strategic thinking2. Know your customers3. Set true customer requirements4. Concentrate on prevention, not correction5. Reduce chronic waste6. Pursue a continuous improvement strategy7. Use structured methodology for process

improvement8. Reduce variation9. Use a balanced approach10. Apply to all functions

The tools and skills of TQM include; group problem solving, measuring, data gathering and analysis, root cause analysis, brainstorming, continuous process improvement, resolving conflict and building synergy

into the company

Total Quality Management Process

The Elements of TQM

Focus on quality and prevention of problems the need to inspect other people's finished work, rather than

relying on the worker's own motivation and skill. This inspection requires extra people and resources

if another employee (a supervisor or perhaps a quality officer) finds errors, someone must fix the error, causing extra time and workload, or scrap it with all the accompanying waste

if customers find the errors, this can cause dissatisfaction, loss of customer confidence, and perhaps loss of customers themselves

Cooperate with your suppliers and customers focus on customer satisfaction its suppliers must implement TQM as well

The Elements of TQM (cont.)

Continuously improve and eliminate wasteful steps to meet dynamic customer needs, the organization itself

must be dynamic the organisation has to adjust this position the elimination of positions or whole classes of work employees may receive this and actively resist against such

moves

Encourage the proper climate, empower employees employees motivated to improve service to their customers

with the climate allowing them to do so they are willing to innovate and act in an atmosphere of

trust and respect

The Elements of TQM (cont.)

Use the problem solving / problem prevention cycle cross-functional teams, to clarify and refine processes that cross

organizational boundaries design teams, to create or change organization-wide systems family work groups working to improve their day-to-day operations;

and newly formed work groups to improve their interpersonal functioning

Use measurements to back decisions to spot trends, and correct these trends before problems are

caused as part of problem solving, to find out why the problem occurred,

and what can be done to prevent it from happening again in product design. The use of experiments at this stage of product

development can identify key characteristics that can affect and optimize product or service development. These products may be specific services useful to a customer, or manufactured equipment or materials

A Successful TQM Implementation

Education Identify customers and final outputs Define value adding activities Identify opportunities for greatest improvement Develop quality measures Assess the quality measure Implement and validate

The Benefits of Total Quality Management Process

reducing your operating costs, increasing customer satisfaction. improving company morale, establishing a process of continuous improvement business process reengineering, gaining a competitive edge, establishing a base for ISO registration and the quality award (e.g. Malcolm Baldridge award).

TQM RELATIONSHIP WITH ISO 9000

QMS

QA

QC

INSPECTION

ISO 9001:2000

ISO 9001:1994

TQM