History of TQM Total Quality Management Quality Assurance Benefits of TQM Quality costsCustomer Satisfaction Relationship Market Tools for Customer feedback Customer Complaint Service QualityTotal Employee Involvement Motivation Theories of MotivationContinuous Improvement Process Process Juran Triology PDSA Cycle Kaizen
Presentation Contents
1930’s, Walter Shewhart, developed Statistical analysis & quality control
1950’s, Deming taught methods to japanese engineers & executive
Juran, taught controlling quality & managerial breakthrough
Philip Crosby’s, promotion of zero defects
Today, Quality standard & systematic approach to managing organizational activity
History of TQM
Greater Customer loyaltyMarket share improvementHigher stock pricesGreater productivity
Benefits of TQM
1/1/2010 1/1/2011 1/1/2012 1/1/20130
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Prevention cost ( Prevent defects)
Cost of Appraisal (Identify poor quality)
Internal failure cost (During production process)
External failure cost (After production process)
Quality Costs
Customer, the one who uses product or service, purchases or influences the product or service.
Internal customer
External customer
Customer Satisfaction
THE FEEDBACK OBTAINED IN ALL ABOVE CASES IS PROACTIVE
CUSTOMER COMPLAINT IS REACTIVE BUT VERY USEFUL
IMPROVE THE PRODUCTS/SERVICES
IN FACT COMPLAINTS GIVE THE ORGANIZATION A SECOND CHANCE TO WIN!!
Customer Complaint
The degree to which a provided activity promotes customer satisfaction
QoS used in technologies (Electronic & Networking) in order to improve the quality of network users.
Service Quality
System of direct participation of employees to organization
Deeply involves (Critical basis)Using their brain power in problem solvingLearningSystematic search for opportunities
Total Employee Involvement
Internal and external forces influences that drive an individual to achieve certain goals.
Motivation
Theory “X” Sigmond Frend; It assumes that employees cannot be trusted and supervised all the time.
Avoid workNo ambition No initiativeDo not take responsibilitiesNeeds security
Theories of Motivation
Theory ‘Y’: (Douglas Mc Gregor)Employees seek freedom to do difficult and
challenging jobs, all by themselves.Want to learnWork is a natural activityHave self disciplineDevelop themselvesHave self confidence
Theory ‘Z’: (Abraham Maslow)Good qualities are inherent in people at least
at birth, He believes that five basic human needs that motivate the employees are:
Self actualization needsEsteem needs Love needsSafety needsPhysiological needs
Teamwork, Group of members work with assigned tasks.
Training and development, Familiarity in understanding nature of job
Experienced recruits need more orientation
Training is not a one time activity
Recognition and rewards, Reward teams, rather than individual Performance appraisal,
Promotion
Granting of additional increments
Transfers
Training
Empowerment,
Increase their potentialities
Sets of related tasks or activities by which work is accomplished.
A process can be improved to better meet the needs of the customer and that an organization should constantly strive to make those improvements.
Continuous Process Improvement
To attain quality you must begin by establishing the vision, policiesand goals of the organization. Converting these goals into results is done through three managerial processes called the JURAN TRILOGY.
The Juran Trilogy
The Juran Trilogy
“Quality does not happen by accident, it must be planned.”
1. Quality Planning:
The structured process for designing
-products and services that meet new goals
The Juran Trilogy
2. Quality Control:
A universal managerial process for
conducting operations so as to provide stability—toprevent adverse change andto “maintain the status quo”
The Juran Trilogy
3. Quality Improvement:
The process for creating breakthroughlevels of performance by eliminating defects.
PLAN – prepare the changeDO – implement the changeSTUDY – monitor and analyze impact of the
changeACT – revise and standardize the change
The PDSA Cycle
Japanese term – “Kai”- meaning continuous
“zen”- meaning improvement
Our way of life—be it our working life, our social life, or our home life deserves to be constantly improved.
Kaizen
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