Achieving Superior Quality

ACHIEVING SUPERIOR ACHIEVING SUPERIOR

QUALITYQUALITY

The Total Quality The Total Quality Management conceptManagement concept

TQM based on the following five-TQM based on the following five-step chain reaction:step chain reaction: Improved quality means that costs Improved quality means that costs

decrease because of less rework, decrease because of less rework, fewer mistakes, fewer delays and fewer mistakes, fewer delays and better use of time and materialsbetter use of time and materials

As a result productivity increasesAs a result productivity increases


TQM based on the following five- TQM based on the following five- step chain reaction:step chain reaction: Better quality leads to higher Better quality leads to higher

market share and allows the market share and allows the company to raise pricescompany to raise prices

This increases the company’s This increases the company’s profitability and allows it to stay in profitability and allows it to stay in businessbusiness

Thus the company creates more jobsThus the company creates more jobs


Demming’s 14 points to quality:Demming’s 14 points to quality: Create constancy of purpose toward Create constancy of purpose toward

improvement of product and service, with improvement of product and service, with the aim of becoming more competitive, the aim of becoming more competitive, staying in business, and providing jobsstaying in business, and providing jobs

Adopt the new philosophy. Western Adopt the new philosophy. Western management must awaken to the management must awaken to the challenge, learn its responsibilities, and challenge, learn its responsibilities, and take on leadership for changetake on leadership for change


Demming’s 14 points to quality:Demming’s 14 points to quality: Cease dependence on inspection to Cease dependence on inspection to

achieve quality. Eliminate the need for achieve quality. Eliminate the need for inspection on a mass basis by building inspection on a mass basis by building quality into the product in the first quality into the product in the first placeplace

End the practice of awarding business End the practice of awarding business on the basis of price tag. Instead on the basis of price tag. Instead minimize total costminimize total cost


Demming’s 14 points to quality:Demming’s 14 points to quality: Improve constantly and forever the Improve constantly and forever the

system of production and service, to system of production and service, to improve quality and productivity improve quality and productivity and thus constantly decrease costsand thus constantly decrease costs

Institute training on the jobInstitute training on the job


Demming’s 14 points to quality:Demming’s 14 points to quality: Institute leadership. The aim of Institute leadership. The aim of

leadership should be to help people, leadership should be to help people, machines, and gadgets to do a machines, and gadgets to do a better jobbetter job

Drive out fear, so that everyone may Drive out fear, so that everyone may work effectively for the companywork effectively for the company


Demming’s 14 points to quality:Demming’s 14 points to quality: Break down barriers between Break down barriers between

departments. People must work as a departments. People must work as a team to foresee problems in production team to foresee problems in production and in use that may be encountered and in use that may be encountered with the product or servicewith the product or service

Eliminate slogans, exhortations, and Eliminate slogans, exhortations, and targets for the workforce asking for targets for the workforce asking for zero defects and new levels of zero defects and new levels of productivityproductivity


Demming’s 14 points to quality:Demming’s 14 points to quality: Eliminate management by objectives, Eliminate management by objectives,

substitute leadership and eliminate work substitute leadership and eliminate work standards on the factory floor, substitute standards on the factory floor, substitute leadershipleadership

Remove barriers that rob the hourly Remove barriers that rob the hourly workers of their right to pride of workers of their right to pride of workmanship and remove barriers that rob workmanship and remove barriers that rob people in management and in engineering people in management and in engineering from sheer numbers to qualityfrom sheer numbers to quality


Demming’s 14 points to quality:Demming’s 14 points to quality: Institute a vigorous program of Institute a vigorous program of

education and self-improvementeducation and self-improvement

Put everybody in the company to Put everybody in the company to work to accomplish the work to accomplish the transformationtransformation

Implementing QualityImplementing Quality

Build organizational Build organizational commitment to qualitycommitment to quality

Focus on the customerFocus on the customer Find ways to measure qualityFind ways to measure quality Set goals and create incentivesSet goals and create incentives

Implementing QualityImplementing Quality

Solicit inputs from employeesSolicit inputs from employees Identify defects and trace them to Identify defects and trace them to

sourcesource Work with the suppliers to improve Work with the suppliers to improve

the quality of the parts they supplythe quality of the parts they supply Design for ease of manufactureDesign for ease of manufacture Break down barriers between Break down barriers between

functionsfunctions

The role of different The role of different functions in achieving functions in achieving

superior qualitysuperior quality Infrastructure:Infrastructure:

Provide leadership and commitment Provide leadership and commitment to qualityto quality

Find ways to measure qualityFind ways to measure quality Set goals and incentivesSet goals and incentives Solicit inputs from employeesSolicit inputs from employees Encouragecooperation between Encouragecooperation between

functionsfunctions


superior qualitysuperior quality ManufacturingManufacturing

Shorten production runsShorten production runs Trace defects to sourceTrace defects to source


superior qualitysuperior quality Marketing:Marketing:

Focus on the customerFocus on the customer Provide customer feedback on Provide customer feedback on

qualityquality


superior qualitysuperior quality Materials managementMaterials management

Rationalize suppliersRationalize suppliers

Help suppliers implement TQMHelp suppliers implement TQM

Trace defects to suppliersTrace defects to suppliers


superior qualitysuperior quality

R&DR&D Design products that are easy to Design products that are easy to

manufacturemanufacture


superior qualitysuperior quality

Human Resources:Human Resources: Institute TQM training programsInstitute TQM training programs

Organize employees into quality Organize employees into quality teamsteams

Achieving Superior Quality

Business

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