TOTAL QUALITY MANAGEMENT

JOT SWAROOP SINGH MBA

WHAT IS TOTAL QUALITY MANAGEMENT ?

Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback.

CHARACTERISTICS OF TQM

Focuses on meeting customer needs , by providing quality services at a reasonable cost.

Focuses on continuous improvement . Recognised role of everyone in the

organisation. Views organisation as an internal system with

a common aim. Focuses on the way tasks are accomplished . Emphasises team work .

COST OF QUALITY

Prevention costs – cost of preparing and implementing a quality plan

Appraisal costs – cost of testing, evaluating and inspecting quality

Internal failure costs – cost of scrap, rework, and material losses

External failure costs – cost of failure at customer site, including returns, repairs and recalls External failures can sometimes put a

company out of business almost overnight External failure costs tend to be particularly

high for service organizations

COST OF DEFECTS

FOUR DIMENSIONS OF QUALITY

Quality of design Determining which features to include in the

final design Quality of conformance to design

Production processes are set up to meet design specifications

Ease of use Instructions, operation, maintenance, safety

Post-sale service Responsiveness, rapid repair, p.m., spare parts

PDSA CYCLE Plan

Evaluate current process Collect procedures, data,

identify problems Develop an improvement

plan, performance objectives

Do Implement the plan – trial

basis Study

Collect data and evaluate against objectives

Act Communicate the results

from trial If successful, implement

new process

REASONS OF FAILURE

TQM fails because : Lack of top management support . Lack of middle management support . Commitment in only one department . The workforce and the management do not

agree on what needs to happen. Urgent problems intervene. No performance measure or targets are set,

so progress cannot be measured. Processes are not analyzed, systems are weak

and procedures are not written down.

THANK YOU