An Introduction to TQM
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TOTAL QUALITYTOTAL QUALITY
. , Dimitrios C.Monogios
BSc Statistical & Actuarial Sciences, International MBA
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Christopher Columbus School of Management? (1451Christopher Columbus School of Management? (1451--1506)1506)Christopher Columbus School of Management? (1451Christopher Columbus School of Management? (1451--1506)1506)
11
When he left his port,When he left his port,
e no now w eree no now w ere
he was going to,he was going to,
did not know where hedid not know where he
was,was, When he returned, heWhen he returned, he
did not know where hedid not know where he
had come from.had come from.
(Management Today,1998:14(4), May)(Management Today,1998:14(4), May)
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Christopher Columbus School of Management?Christopher Columbus School of Management?
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1.1. & & statusstatus ? ?
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5.5.
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Motorola UniversityMotorola University--11
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Deming : . : . (>) , (=>) .
Grosby :
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Juran : . .
?(Juran s Trilogy : Quality Planning-Quality Control & Quality Improvement,
www. uran.com
Feigenbaum :
marketing, ,
, .
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ISO 9000:2000ISO 9000:2000 11
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1 1
2 2
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People
Equipment
Method
Measurement
..
--
Material Environment
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: Richard Greatbanks, UMIST, The History & Principles of Total Quality Management
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, &
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MarketingMarketing
Value addedValue added
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11
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Source : ISO Example of Process linkages across departments in an organization.
http://www.iso.org/iso/en/iso9000-14000/iso9000/9001_2000approach.html?printable=true
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organisationorganisation responsive toresponsive to changes to itschanges to its marketmarket
andand environmentenvironment
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(())PlanPlan--DoDo--CheckCheck--ActAct ((PDCA)PDCA)
1.1.
4.4.
2.2.
3.3.
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TOTAL QUALITY MANAGEMENT
Quality Assurance
ua ty ontro
Inspections
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--
Proactive Approach
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QA & QC,
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((QM)QM)PreventionStop defects at source.
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Zero defects
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(Quality3
Reactive Approach
(),
&
(Quality
Control)Detection
Finding & Fixing
2
()
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(Inspection)1
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TQMTQM -- TQMTQM --
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5.5. CostCost Benefit analysis,Benefit analysis, --
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5.5. Irwin/McGraw-Hill
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1 : 1 :
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Startin TQM is like ushin aStartin TQM is like ushin a
boulder up a mountain.boulder up a mountain.
hard work!!hard work!!
Along the way its gets harderAlong the way its gets harder
Fall out and it feelsFall out and it feels
like youre thelike youre the
But eventually it gets to a pointBut eventually it gets to a pointwhen the process gatherswhen the process gathers
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unstoppable!!!unstoppable!!! :Richard Greatbanks, Manchester School of Management UMIST
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