Total Quality Management

- Shalem

Points covered:

What is TQM History of TQM Total Quality Management (TQM) TQM Compared to ISO 9001 TQM as a Foundation Ten Steps to Total Quality Management

(TQM)

Points covered….

Principles of TQM Processes must be Managed and Improved Key to Quality Planning a Change TQM Process Improvement and Problem Solving

Sequence Conclusion Application of TQM in Medical Imaging

Department

T Q M ??T – Total

Q – Quality

M – Management

T Total

Made up of whole

(Involving entire organization, supply chain, life cycle)

Q Quality

Degree of Excellence a product or service provided

M Management

act, art or manner of planning, organizing, staffing, directing co-ordination, reporting & budgeting

In short..

““TQM” TQM”

is the art of is the art of managing the whole to managing the whole to achieve excellenceachieve excellence

Why T Q M?

Evolution of TQM…

- During 1980 – 82

- Some companies lost remarkable share

Reason: Attention towards quality was not up to the

mark, to combat the competition..

Hence…

Need for quality….

Quality of what???

Quality of ……?

1. Quality of returns to satisfy the needs of the shareholders

Quality of ……?

2. Quality of products and services to satisfy some specific needs of the consumer

Quality of ……?

3. Quality of life –

at work and outside work - to satisfy the needs of the people in the organization.

What does TQM mean?

Total Quality Management means that the organization's culture is defined by and

supports the constant attainment of customer satisfaction through an integrated system of

tools, techniques, and training. This involves the continuous improvement

of organizational processes, resulting in high quality products and services.

As defined by ISO….

TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."

In short TQM is…

TQM is leading and facilitating all managers & all contributors - two main objectives:

1) Total client satisfaction through quality products and services; and

2) Continuous improvements to processes, processes, systems, people, suppliers, partners, products, and systems, people, suppliers, partners, products, and services.services.

Steps to TQM?

Pursue New Strategic Thinking Know your Customers Set True Customer Requirements Concentrate on Prevention, Not Correction Reduce Chronic Waste

Steps to TQM…

Pursue a Continuous Improvement Strategy Use Structured Methodology for Process

Improvement Reduce Variation Use a Balanced Approach Apply to All Functions

Basic principles or tenets of TQM?

Quality can and must be managed. Everyone has a customer and is a supplier. Processes, not people are the problem. Every employee is responsible for quality. Problems must be prevented, not just fixed. Quality must be measured.

Basic principles ……

Quality improvements must be continuous. The quality standard is defect free. Goals are based on requirements, not

negotiated. Life cycle costs, not front end costs. Management must be involved and lead. Plan and organize for quality improvement.

Objective of TQM?

Continuous Improvement

Total Quality Management

The TQM SystemThe TQM System

CustomerFocus

ProcessImprovement

TotalInvolvement

LeadershipEducation and Training Supportive structureCommunications Reward and recognition

Measurement

ContinuousImprovement

Objective

Principles

Elements

Thank U….

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