Total Quality ManagementTotal Quality Management

Introduction to TQM

By

Abdulla Jassim Abdulla

Basics of TQMBasics of TQM

Involvement and EmpowermentTeamworkScientific ToolsCommitment Training and EducationCustomer focus

Joiner TriangleJoiner Triangle

Summary of the basics of TQM CONTINUOUS

IMPROVEMENT

CUSTOMER FOCUS

SCIENTIFIC APPROACH

TEAMWORK

Customer FocusCustomer Focus

Survival of any organization is dependent on customers.

Customer Satisfaction.

External Customers:Internal Customers:

Continuous ImprovementContinuous Improvement

Requirement for competitiveness.Focus on process & structure rather than results.

Structure Process Outcome

Strategy & Design

Support & Stimulate

‘Carrot & Stick’

TeamworkTeamwork

Utilizing everyone’s knowledge Shift away from Internal competition.Involve suppliers as well as customers.Old theories: F.W. Taylor

Scientific ApproachScientific Approach

7 basic tools of quality.Statistical Tools.Analytical approach.Improvement Methodology (FOCUS)Change Methodology (PDSA)

MethodologyMethodology

• F find a process to improve

• O organize an improvement effort.

• C clarify the current process.

• U Understand process variation

• S select improvement strategies

P Plan the change

D Do or implement the change

C check the results

A act upon the data to reinforce or modify the change

What is Quality?What is Quality?

Definitions

Qualitative

Quantitative

Why is Quality important?Why is Quality important?

Physical Outcomes

Service outcomes

Cost outcomes