TQM

• TOTAL QUALITY MANAGEMENT

Total quality management is a systemic approach to productivity improvement using qualitative and quantitative methods and involving all stakeholders to continuously improve the quality of all products and services.

TQM

TQM

• TQM IS PURE PRAGMATISM (HUTCHINS, ACHIEVE TOTAL QUALITY,1992)

• TQM IS NOT A DESTINATION BUT A JOURNEY TOWARDS IMPROVEMENT

(HUNT, MANAGING FOR QUALITY,1991)

TQM

• IS THE SET OF MANAGEMENT PROCESSES AND SYSTEMS THAT CREATE DELIGHTED CUSTOMERS THROUGH EMPOWERED EMPLOYEES, LEADING TO HIGHER REVENUES & LOWER COST

THE JURAN INSTITUTE, Inc.

TQM

• It is the process of individual & organizational development the purpose of which is to increase the level of satisfaction of all the stakeholders

PIKE, R J BARNES

WHY TQM?

B/C IT IS FOR BENEFIT OF ALL STAKEHOLDERS

• INTERNAL SATKEHOLDER

• EXTERNAL STAKEHOLDER

COMPONENTS OF TQM

1. PRICE REDUCTION

2. CUSTOMER SATISFACTION

3. INVOLVEMENT OF EVERYONE

4. CONTINUOUS QUALITY IMPROVEMENT

5. LEADERSHIP

COMPONENTS OF TQM (ROVER GROUP)

PRICE REDUCTION

• COST AN ESSENTIAL ELEMENT OF TQM

• CROSBY PHILOSPHY QUALITY IS FREE QLTY IS THE RIGHT OF CUSTOMER

Who determines quality?

THE CUSTOMER

If the customer does not perceive you as offering quality service you are not.

Customer Focus

CUSTMER IS GOD (CHINESE SAYING)

PERCEPTION

IS

TRUTH

INVOLVEMENT OF EVERYONE

CONTINUOUS IMPROVEMENT

• Improve each and everyday - Do not focus on problems, focus on improvements.

• IF YOU’RE NOT PART OF THE SOLUTION, YOU’RE PART OF THE PROBLEM.

CONTINUOUS IMPROVEMENT

• Customers are not interested in excuses, they’re interested in results.

• Be proactive - because if you don’t someone else will.

• Ishikawa Says The organization which does not make a change in the 06 months is a dead organizations

CONTINUOUS IMPROVEMENT

• KAIZEN JAPANESE SYNONYM FOR CQI

• THE FAMOUS HADITH “HE WAS DESTROYED WHOSE PAST WAS NOT BETTER THAN HIS YESTERDAY”

LEADERSHIP

• NO EFFORT FOR QUALITY IMPROVEMENT CAN SUCCEED WITHOUT COMMITMENT OF TOP MANAGEMENT

LEADERSHIP

A NATION WITHOUT LEADERSHIP IS THE HERD OF SWINE

EINSTEIN