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T.Q.M TOTAL QUALITY MANAGEMENT

T.Q.M TOTAL QUALITY MANAGEMENT. QUALITY. The concept and vocabulary of quality are elusive. Different people interpret quality differently. The banker will answer “Quality Service” The healthcare worker will answer “Quality Healthcare”

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T.Q.M TOTAL QUALITY MANAGEMENT

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  1. T.Q.MTOTAL QUALITY MANAGEMENT

  2. QUALITY The concept and vocabulary of quality are elusive. Different people interpret quality differently. The banker will answer “Quality Service” The healthcare worker will answer “Quality Healthcare” The hotel employee will answer “Customer Satisfaction” Themanufacturerwill simply answer “Quality Product” Definition “Closeness to the specification is a called Quality”

  3. Need for Quality For Enhanced Customer Satisfaction Types of Customers, • Unsatisfied Customer • Satisfied Customer • Delighted Customer For Survival of Organization • To produce Right component right very first time, because Quality is not inspected but produced.

  4. Benefits of Quality • Higher customer satisfaction • Reliable products/services • Better efficiency of operations • More productivity & profit • Better morale of work force • Less wastage costs • Less Inspection costs • Improved process • More market share • Spread of happiness & prosperity • Better quality of life for all.

  5. Towards TQM TQM QMS QA QC INSPECTION

  6. Quality as a Function of Time and Methods Total Quality Management (TQM) Quality Management System Quality Quality Assurance Quality Control Inspection 1920 1940 1960 1980 2000

  7. Inspection Inspection is the observation against the specification In modern era, Measurement System Analysis (MSA) or Repeatability & Reproducability (R&R) Study is conducted. It is the study of Measurement Variation.

  8. Quality Control Quality control (QC) is a study of process capability to ensure any characteristic is manufactured within its specified tolerance / limits. Once Upper Control Limit & Lower Control Limit are found, Run Chart being made on daily basis.

  9. Quality Assurance Quality assurance (QA) is the 100% surety by using Poka-Yoke to ensure that any characteristic is manufactured within its specified tolerances / limits. Example: 3 Pins Plug can be inserted in 3 holes socket by a single way only.

  10. QMS A Quality Management System (QMS) is to produce defect free products by involving all the related departments. Manual & Procedures, ultimately reduced to Formats, are established, implemented, maintained and continually improved by all individual related departments. There are many International standards like ISO 9001, IATF 16949 etc..depicting their own guidelines individually.

  11. QMS QP Quality Objectives Manual & Procedures Formats

  12. TQM TQM is the integration of all functions and processes within an organization in order to achieve continual improvement of the quality of goods and services. The goal is customer satisfaction. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.

  13. Principles of TQM 1. Customer-focused 2. Total employee involvement 3. Process-centered 4. Integrated system 5. Strategic and systematic approach 6. Continual improvement 7. Fact-based decision making 8. Communications

  14. 1. Customer-focused The customer ultimately determines the level of quality. No matter what an organization does to foster quality improvement - the customer determines whether the efforts were worthwhile.

  15. 2. Total employee involvement All employees participate in working toward common goals. Total employee commitment can only be obtained after fear has been driven from the workplace, when empowerment has occurred, and management has provided the proper environment. Self-managed work teams are one form of empowerment.

  16. 3. Process-centered A process is a series of steps that take inputs from suppliers (internal or external) and transforms them into outputs that are delivered to customers (again, either internal or external). The steps required to carry out the process are defined, and performance measures are continuously monitored in order to detect unexpected variation.

  17. 4. Integrated system Every organization has a unique work culture, and it is virtually impossible to achieve excellence in its products and services unless a good quality culture has been fostered. Thus, an integrated system connects business improvement elements in an attempt to continually improve and exceed the expectations of customers, employees, and other stakeholders.

  18. 5. Strategic and systematic approach A critical part of the management of quality is the strategic and systematic approach to achieving an organization’s vision, mission, and goals. This process, called strategic planning or strategic management, includes the formulation of a strategic plan that integrates quality as a core component.

  19. 6. Continual improvement A major thrust of TQM is continual process improvement. Continual improvement drives an organization to be both analytical and creative in finding ways to become more effective & efficient at meeting stakeholder expectations.

  20. 7. Fact-based decision making In order to know how well an organization is performing, factual data on performance measures are necessary. TQM requires that an organization continually collect and analyze data in order to improve decision making accuracy, achieve consensus, and allow prediction based on past history.

  21. 8. Communications During times of organizational change, as well as part of day-to-day operations, effective communication plays a large part in maintaining morale and motivating employees at all levels. Communications involve strategies, method, and timeliness.

  22. Implementation of TQM • Begins with Sr. Managers and CEO’s • Timing of the implementation process • Formation of Quality council • Union leaders must be involved with TQM plans implementation • Everyone in the organisation needs to be trained in quality awareness and problem solving • Quality council decides QIP projects.

  23. Implementation of TQM For TQM to be successful, the organization must concentrate on the following key elements: Integrity Ethics Trust Training Teamwork Communication Recognition Leadership

  24. Implementation of TQM The key elements of TQM can be divided into four groups according to their function: Foundation: Integrity, Ethics, Trust Building Bricks: Leadership, Teamwork,Training Roof: Recognition (Motivation) Binding Mortar: Communication

  25. TQM concept in Japan The Japan concept of TQM works with four basic principles (ideas): Kaizen - idea, that it is necessary to continously improve processes, clearly describe them, measure them and ensure their repeatability Atarimae Hinshitsu - idea, that the things will work as they are supposed to (for example a knife will cut) Kansei - idea, that an examination of how the customer uses the product leads to the product improvement Miryokuteki Hinshitsu - the idea, that things must have an aesthetic quality (the look of the product must bring to its user pleasure and ergonomics)

  26. Kaizen • Value and non-value added work activities • Muda-seven classes of waste • Principles of motion study and work-cell use • Principles of materials handling and use of one-piece flow • Documentation of standard operating procedures • The 5S’s • Visual displays for communicating to factory personnel • JIT- to produce right quantities at right time and with right resources • Poka-yoke to prevent or detect errors • Team dynamics – problem solving ,comm.,conflict resoln.

  27. The Seven TQM Tools With correct implemention of the Seven TQM Tools 95% of quality related problems can be solved.

  28. The Seven TQM Tools • Check Sheets 2. Histograms 3. Scatter Diagrams 4. Control Charts 5. Run Charts 6. Ishikawa Diagram 7. Pareto Diagram

  29. TQM Benefits • Strengthened competitive position • Adaptability to changing or emerging market conditions and to environmental and other government regulations • Higher productivity • Enhanced market image • Elimination of defects and waste • Reduced costs and better cost management • Higher profitability • Improved customer focus and satisfaction • Increased customer loyalty and retention • Increased job security • Improved employee morale • Enhanced shareholder and stakeholder value • Improved and innovative processes

  30. It’s Your Turn What do you think? • Is Total Quality Management applicable in today’s modern economy and marketing? • What is your experience with Total Quality Management? • Are the mentioned TQM principles relevant?

  31. Thanks. Er. RAJENDER K KALRA Contact :-9212359880 E-Mail :- kalra_rajender@yahoo.com

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