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Total Quality Management

Total Quality Management. Introduction to TQM By Abdulla Jassim Abdulla. Basics of TQM. Involvement and Empowerment Teamwork Scientific Tools Commitment Training and Education Customer focus. Joiner Triangle. Summary of the basics of TQM. CONTINUOUS IMPROVEMENT. CUSTOMER FOCUS.

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Total Quality Management

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  1. Total Quality Management Introduction to TQM By Abdulla Jassim Abdulla

  2. Basics of TQM • Involvement and Empowerment • Teamwork • Scientific Tools • Commitment • Training and Education • Customer focus

  3. Joiner Triangle • Summary of the basics of TQM CONTINUOUS IMPROVEMENT CUSTOMER FOCUS SCIENTIFIC APPROACH TEAMWORK

  4. Customer Focus • Survival of any organization is dependent on customers. • Customer Satisfaction. • External Customers: • Internal Customers:

  5. Continuous Improvement • Requirement for competitiveness. • Focus on process & structure rather than results. Structure Process Outcome Strategy & Design Support & Stimulate ‘Carrot & Stick’

  6. Teamwork • Utilizing everyone’s knowledge • Shift away from Internal competition. • Involve suppliers as well as customers. • Old theories: F.W. Taylor

  7. Scientific Approach • 7 basic tools of quality. • Statistical Tools. • Analytical approach. • Improvement Methodology (FOCUS) • Change Methodology (PDSA)

  8. F find a process to improve O organize an improvement effort. C clarify the current process. U Understand process variation S select improvement strategies PPlan the change D Do or implement the change C check the results A act upon the data to reinforce or modify the change Methodology

  9. What is Quality? • Definitions • Qualitative • Quantitative

  10. Why is Quality important? • Physical Outcomes • Service outcomes • Cost outcomes

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