TQM Def Pillars & Concept Session 1 & 2
12
TOTAL QUALITY MANAGEMENT Definition, Concept & Pillars of TQM Session 1 Prof Bharat Nadkarni
-
Upload
deepaoriental -
Category
Documents
-
view
104 -
download
2
Transcript of TQM Def Pillars & Concept Session 1 & 2
TOTAL QUALITY MANAGEMENT
Definition, Concept &Pillars of TQM
Session 1
Prof Bharat Nadkarni
Total Quality Management : Prof Bharat Nadkarni
Total Quality Management Reference Books
1. Total Quality Management by K Shridhara Bhat
2. T Q M by P N Mukherjee
3. T Q M by Mohanty & Lakhe
4. T Q M by S D Bagade
5. T Q M by Besterfield
Total Quality Management : Prof Bharat Nadkarni
Total Quality Management (TQM)
TQM is a technique developed by Edward Deming to improvethe efficiency of flexible work teams.
“Total quality management is defined as an integrated approach in delighting customers (both internal and external) by meeting their expectations on a continuous basis, through everyone involved with the organization, working on continuous improvement along with proper problem solvingmethodology.”
Total Quality Management : Prof Bharat Nadkarni
Pillars of TQM
1. Customer Satisfaction2. Continuous improvement3. Company-wide quality culture4. Leadership & strategic planning5. Employee involvement and focus6. Stakeholder involvement and Focus7. Top management committment
Total Quality Management : Prof Bharat Nadkarni
Total Quality Management (TQM) . . . Contd.
1. Broad Goal of TQM is continuous improvement.2. Aims to impress upon workers the importance of
continuously improving the efficiency of the production process in order to a) Reduce Cost b) Improve Quality c) Reduce Waste
3. Workers in a TQM system are expected to make suggestions for improving all aspects of the work process and are expected to share their specialized knowledge with management so that it can be communicated through out the organization.
TQM is a rational technique which is driven by hard statistical data on the need for improvement.
Total Quality Management : Prof Bharat Nadkarni
TQM seeks to introduce improvements through four key components.1. Systems
The need for improvement in the system is revealed by statistical process control and benchmarking. Statistical process control is the accurate and continuous measurement of quality and is typified by the measurement of frequency of failures – how often and where failures are concentrated and the analysis of cause and effect. Benchmarking is the activity of using the achievements of some other organization that is very successful in delivering quality as a model of what company can achieve. TQM demands constant monitoring and awareness of best practices.
Total Quality Management : Prof Bharat Nadkarni
After improvement has taken place in the system, TQM ensures the quality of operations through constant quality assurance and quality control.
2. ProcessesTQM regards every activity of the organization as a point of a process. In so doing, it encourages the constant review of processes through project improvement, waste elimination, and process chain re-engineering. (revisiting the process from improvement angle)
3. PeopleYet another component of TQM is people. TQM organizations value their employees both as individuals as well as for their contribution to the growth of the organization. The value placed on the quality of individuals is demonstrated through hiring the best, enabling life-long learning, elimination of specialization,
Total Quality Management : Prof Bharat Nadkarni
instituting suggestion schemes, and establishing quality circles.
4. ManagementTQM requires at the top management vision and mission for the organization, commitment for quality, empowering employees, and open mind for recognizing and appreciating achievers.
Total Quality Management: Prof Bharat Nadkarni
Deming’s Chain Reaction in TQM
Improve Quality
Cost Decreases
Productivity Improves
Capture market with better quality and lower prices
Stay in business
Provide jobs and more jobs
Total Quality Management : Prof Bharat Nadkarni
New & Old CulturesQuality Element Previous State T Q M
Definition Product oriented Customer oriented
Priorities Second to service & cost First among equals of service & cost
Decisions Short - Term Long - Term
Emphasis Detection Prevention
Errors Operations System
Responsibility Quality control Everyone in organization
Problem solving Managers Teams
Procurement Price Life-cycle costs, partnership
Manager’s role Plan, Assign, Control, Enforce
Delegate, Coach, Facilitate, Mentor
Total Quality Management : Prof Bharat Nadkarni
Thank YouThank You
Total Quality Management : Prof Bharat Nadkarni
Management GameTaxi Driver• Keeping enough change• Newspaper• Thought pad & pen• Yellow page directory• Tape recorder• Railways/ Airline timetable• BEST bus routes• First Aid Box• Postage stamps• Stationary• Calendar• Watch• Cigarette/ Match box• Suggestion / Complaint book• Air conditioner• Fan• Paper napkins• Film / Business magazine
