1.TOTAL QUALITY MANAGEMENT By Prof. Raghavendran.V MBA Department

2. TQMWHAT IS???Any Answers 2TQM by Prof. Raghavendran.V 3. Quality in simple definition can be defined as a measure of excellence or a state of being free from defects & deficiencies.3For example: Bike needs periodic check up!! Senior citizen needs regular health check up!! A newly upgraded computer is known for user friendly!! TQM by Prof. Raghavendran.V 4. Do we understood about the word Quality?? But,What is TQM??? OOPS!!!! Ive no answer for this!!!! 4TQM by Prof. Raghavendran.V 5. TQM stand as. Total: Made up of the whole. Quality: Degree of excellence of a product or service provides Management: Act/ Art, Manner of handling, controlling & directing it 5 You are aware about it now TQM by Prof. Raghavendran.V 6. Now we can define that Total Quality Management is an enhancement to the traditional way of doing things.6TQM is defined as both philosophy and set of guiding principles that represent the foundation of a continuously improving organization. It is application of quantitative methods & human resources to improve all the processes within an organization and customers. Thus TQM integrates fundamental management techniques, existing improvement efforts. TQM by Prof. Raghavendran.V 7. Basic Approach or Principles(6) A committed and involved management to provide long term top-to-bottom organizational support. 2) An unwavering focus on the customer, both internally & externally. 3) Effective involvement & utilization of the entire work force. 4) Continuous improvement of the business and production process. 5) Treating suppliers & Vendors as partners. TQM by Prof. Raghavendran.V 6) Establishing the performance measures. 1)7 8. Quality old & new cultures ElementFrom 2 DecadesDefinitionProduct orientedCustomer orientedPrioritiesSecond to service & costFirstDecisions madeShort termLong termEmphasisDetectionPreventionErrorsOperationsSystemResponsibilityQuality controlEvery oneProblem solvingManagers onlyTeamsProcurementPriceLife cycle cost, partnershipManagers role8Previous to 2 decadesPlan, assign, control & enforceDelegate, mentoring, coaching & facilitate.TQM by Prof. Raghavendran.V 9. Quality Dimensions of the Products 1. 2. 3. 4. 5.6. 7. 8. 9Performance Features Reliability Conformance Durability Serviceability Aesthetics & Perceived QualityTQM by Prof. Raghavendran.V 10. Quality Dimensions of the Services 10Reliability Responsiveness Competence Access Courtesy Communication Credibility Security Knowing the Customer TangibilityTQM by Prof. Raghavendran.V 11. Importance of Quality in Business & Commerce There exists relationship between quality,profitability and Market share. Customer driven quality Conformance or internal specification quality11TQM by Prof. Raghavendran.V 12. Price advantage Customer Driven QualityMarket share Customer ValueCustomer Attributes & Design SpecificationsSpecification Quality12TQM by Prof. Raghavendran.VEco nom ies of Scal eProfitability & GrowthLower Cost of Quality Specification Quality Lower Cost of qualityInvestment in Improved Quality 13. Cost of Quality "The cost of quality, Its a term that's widely used and widely13misunderstood. The "cost of quality" isn't the price of creating a quality product or service. It's the cost of NOT creating a quality product or service. Every time work is redone, the cost of quality increases. Obvious examples include: The reworking of a manufactured item. The retesting of an assembly. The rebuilding of a tool. The correction of a bank statement. The Raghavendran.V TQM by Prof.reworking of a service, such as the reprocessing of a loan operation or the replacement of a food order in a restaurant. 14. Quality & Competitive Advantage Competitive Advantage & QualityClarifying the Quality theme into an operations objectiveFactors Affecting the QualityUnderstanding the relationships among factors affecting QualityAction to Improve and Assure the conformance to objectivesResults14TQM by Prof. Raghavendran.VAnalysis 15. Evolution of TQM From holistic historical review quality revolution, we can deduce that Quality can be classified into four evolutionary phases: 1. Inspection 2. Quality Control 3. Quality assurance 4. Total quality Management 15TQM by Prof. Raghavendran.V 16. Inspection Phase: During the early days of manufacturing, an operatives work was inspected and a decision made whether to accept or reject it. As businesses became larger, so to do this role a full time inspection jobs were created. Accompanying the creation of inspection functions, other problems arose: More technical problems occurred, requiring specialized skills, often notpossessed by production workers. The inspectors lacked training. Inspectors were ordered to accept defective goods, to increase output. Skilled workers were promoted into other roles, leaving less skilled workers to perform the operational jobs, such as manufacturing.16These changes led to the birth of the separate inspection department with a chief inspector, reporting to either the person TQM by Prof. Raghavendran.V in charge of manufacturing or the manager. With the creation of 17. Quality Control Phase: Quality Control department evolved, in charge ofwhich was a quality control manager, with responsibility for the inspection services and quality control engineering. In the 1920s statistical theory began to be applied effectively to quality control, and in 1924 Shewhart made the first sketch of a modern control chart. OBJECTIVES: Establish standards of quality which are acceptable. Setting & Resetting of processes & Machinery To keep up the quality of products during Manufacturing 17process. TQM by Prof. Raghavendran.V 18. Quality Control18Importance Increases the profits Enables the industry to complete successfully. Reduces cost of production Reduces operation losses by keeping scrap & wastes. Improves product design TQM by Prof. Raghavendran.V Reduces bottle necksFunctions Advises on inspection & quality control policy formulated. Sets inspection standards in the light of engineering tolerances. Prepares budget request & controls operating expenses. Select gauges and instrument for inspection. SQC are used 19. Quality Assurance Phase Quality assurance focuses on avoiding defects19appearance prior to its occurrence by planned and systematic production processes that provide confidence in a product's suitability for its intended purpose. Quality assurance is considered the third step in the evolution toward TQM. It is different from quality control. Quality assurance is evident before and during the event process Itby Prof. Raghavendran.V TQM has progressed in the following areas: 20. Quality Assurance Division Delegate d Inspectio nQuality Manage mentProduct Assuranc eQuali ty Assu rance Divisi onCentral Material Inspecti on 20TQM by Prof. Raghavendran.VMeasurin g Instrume ntsReliabilit y Engineeri ngMaterial Analysis 21. Functions of QA21Staff Functions Product Evaluation Standardization Calibration & Maintenance Inwards goods inspection Qualification Approval Environments tests Physical & Chemical TQM by Prof. Raghavendran.V TestLine Functions Control & Production Process Inspection & testing Installation & training Spare parts support Technical literature Analysis of routine problems on line and 22. Total Quality Management Phase After entering World War II in December 1941,22the United States government ratified legislation to help gear the national economy to military production. At that time, military contracts were awarded to manufacturers who submitted the lowest competitive bid. Products were inspected to meet requirements upon delivery. During this period, quality was defined in terms of safety. The armed forces inspected virtually every TQM by Prof. Raghavendran.V unit of product to ensure its safety for operation. 23. PhaseINSPECTIONQUALITY CONTROLQUALITY ASSURANCETQMObjectiveMeasurements of specificationsControl of processDistribution of Quality responsibility to functional areas.Continuous improvement @ every level, @ place @ stages.FocusUniform Product QualityReduction in inspection workEvaluation at all stagesCustomer Satisfaction ( I& E)ToolsGauges and measurement TechniquesSQC tools & TechniqueQuality Planning documentation & Quality SystemsCommitment, Participation, motivation, Education & TrainingInspection departmentProduction DepartmentAll DepartmentsTop Management leadershipInspection, Sorting and GradingTrouble shooting & Controlling the qualityAssuring to build quality by Planning Programme design & controlStrategic management, team involvement and action researchCriterionResponsibility for Quality Approach23TQM by Prof. Raghavendran.V 24. Obstacles of TQM Lack of management Commitment 2. Inability to change organizational culture 3. Improper planning 4. Lack of continuous training & Education 5. Incompatible organizational structure 6. Ineffective measurement techniques & Lack of access to data & results. 7. Paying inadequate attention to internal & external customers. TQM by Prof. Raghavendran.V 1.24 25. Assignment time: Explain in detail about Benefitsof TQM?? Of the 6 basic TQM concepts, which were the most effective in world war II? explain Brief out historic review of TQM. 25TQM by Prof. Raghavendran.V 26. Module -1 completed By Prof. Raghavendran.V26TQM by Prof. Raghavendran.V