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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Total Quality Management - TQM
The quality journey continues..
Author:
Dr Rhys Rowland-Jones
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Session Plan Introduction to concepts of TQM
Standards and TQM
TQM Reasons for failure
Measurement of Quality
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Total Quality Management
TQM is a philosophy which applies equally to all parts of theorganization.
TQM can be viewed as anextension of the traditional approach
to quality. TQM places the customer at the forefront of quality decision
making.
Greater emphasis on the roles and responsibilities of everymember of staff within an organization to influence quality.
All staff are empowered.
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Total Quality ManagementDoing things right..
.FIRST time.
Internetix (2005)
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
British Standards on TQMBS 7850-1:1992
Total quality management.Guide to management principles.
BS 7850-2:1994,
ISO 9004-4:1993
Total quality management. Guidelines for qualityimprovement.
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Elements of TQM Leadership
Top management vision, planning and support.
Employee involvement
All employees assume responsibility for the quality of their work. Product/Process Excellence
Involves the process for continuous improvement.
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Elements of TQM Continuous Improvement
A concept that recognizes that quality improvement is a journeywith no end and that there is a need for continually looking for newapproaches for improving quality.
Customer Focus on Fitness for Use Design quality
Specific characteristics of a product that determine its value in themarketplace.
Conformance quality
The degree to which a product meets its design specifications.
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
A fundamental concept of TQMfrom BS 7850 - a Process
A set of inter-related resources and activities which
transform inputs into outputs.(ISO 8402).
Any activity that accepts inputs, adds values to these
inputs for customers, and produces outputs for these
customers. The customers may be either internal or
external to the organization. (BS 7850)
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Controls
Process OutputsInputs
Resources
"The Simple Process"
(Source: BS 7850: 1992, Total Quality Management)
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Changing Role of the Process Owner
As customer
Process owner
As customerAs supplier
Process owner
As supplier
Process 1
Process 1
InputOutput
Output tocustomer
Input fromsupplier
(Source: BS 7850: 1992, Total Quality Management)
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
TQM & organizational Cultural ChangeTraditional Approach
Lack of communication
Control of staff
Inspection & fire fighting
Internal focus on rule
Stability seeking
Adversarial relations
Allocating blame
TQM
Open communications
Empowerment
Prevention
External focus on customer
Continuous improvement
Co-operative relations
Solving problems at their roots
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Total Quality Management - TQM
Standards in Action
www.bsieducation.org/standardsinaction
Custome
rs
expectations
for
the
produ
ctor
service
Customers
perceptions
of
the
product
or
service
Customers
perception
s
of
the
produc
tor
service
Customers
expectation
s
forthe
produ
ct
orservice
Customers
perceptions
ofthe
productorserviceGap
Perceived qualityis poor
Perceived quality isgood
Expectations >perceptions
Expectations =perceptions
Expectations
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