total quality management - srm · pdf filequality cost prevention cost –planning,...
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Total Quality Management
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Introduction
Total – Made up of the whole(or) Complete.Quality – Degree of Excellence a product or service provides to the customer in present and future.Management – Act , art, or manner of handling , controlling, directing, etc.
TQM is the art of managing the whole to achieve excellence.
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"TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society." DefinitionTQM is composed of three paradigms:Total: Organization wide Quality: With its usual Definitions, with all its complexities (External Definition)Management: The system of managing with steps like Plan, Organise, Control, Lead, Staff, etc.
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DefinitionTotal Quality Management (TQM) is a management strategy aimed at embedding awareness of quality in all organizational processes.
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ExplanationTQM requires that the company maintain this quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations.
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Evolution of quality Era
1900 1920 1940 1960 1980 1990 2000
Craftsman
Foreman
Inspection
SQC
TQC
TQM
TQC &CWQC
Evolution
Years
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Evolution of quality –Means & Focus1975 1980 1985 1990 1995 2000
Operation Customers Innovations
Quality ofWork life
QualityCircle
Productivity
EmployeeInvolvement
Quality
EmployeesEmpowerment
Total Quality
Self DirectedTeams
TQC/TQM
Self Directed/Managed
Teams
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Kano’s Model
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Umbrella Model of TQM
SPCJIT
TEI
Kaizen
QualityAssurance
Problem-Solving tools
CustomerSatisfaction
Taguchi Methods
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Basic ApproachA committed and involved management to provide long-term top - to - bottom organizational support.An unwavering focus on the customer, both internally and externally. Effective involvement and utilization of the entire work force.
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Basic ApproachContinuous improvement of the business and production process.
Treating supplier as partners.
Establish performance measures for the processes.
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New and Old CulturesQuality Element TQM
Definition -Product Customer
Priorities -Service &Cost Quality
Decisions- Short Long
Emphasis- Detection Prevention
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New and Old CulturesErrors- Operations SystemResponsibility- QC Every Body Problem Solving - Managers TeamsProcurement- Price Partners/JITManager’s Role- Plan Delegate
Assign Coach Enforce Mentor
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Real Life
TQM has being implemented in TVS Group.
Boeing Aircraft
Reliance
Tata L & T HMTITI
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Guru’s of TQMWalter.A.Shewhart -TQC &PDSAW.Edwards Deming- 14 Points & PDCAJoseph.M.Juran-Juran’s Trilogy
A.Feiganbaum-Customer requirement,CWQC,EmployeeInvolvement, TQC.
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Guru’s of TQMKaoru Ishikawa-Disciple of Juran & Feigenbaum. TQC in Japan, SPC, Cause &Effect Diagram,QC.Philips.B.Crosby. Four Absolutes-Quality-Req, Prevention of NC,Zero Defects & Measure of NC.Taguchi.G-Loss Function.
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DefinitionsISO 9000:2000Quality is the degree to which a set of inherent characteristics fullfils requirements.Quantified
Q=P/E P-PerformanceE-Expectations
Joseph M. Juran Quality is fitness for use or purpose
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DefinitionsPhilips B
CrosbyQuality is Conformance to requirements
W.Edwards DemingA predictable degree of uniformity and dependability at low cost and suited to market
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Dimensions of QualityProduct- TVPerformance - Primary Characteristics,such as brightness
Features –Secondary Characteristics,Remote Control
Conformance-Meeting Specifications or Standards
Reliability –Consistency of Performance over time-fail
Durability- Useful life ,include Repair.Service
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Dimensions of QualityDurability- Useful life ,include repair.
Service-Resolution of problems,ease of repair.
Response- Human relations with Customers.
Aesthetics-Sensory Features.
Reputation- Past performance, Company Image.
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Quality CostPrevention Cost –Planning, Document, Control, Training Appraisal Cost –Inspection & Tests, Installation, Calibration, M/c Depreciation, Reports & Rejects.Internal Failure Cost – Scraps, Repair Rework, Design Changes, Defect Failure Analysis, Retests & ReInspection, Downgrading, Down Time.External Failure Cost – Complaints, Goodwill, Failures, Services & Replacement, Guarantee & Warranty, Compensation, Recall, Loss of Sales, Seconds Sales.
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Economics of Quality of Conformance
Internal & External Failure Cost
Prevention & Appraisal Cost
Optimum Total Cost
Total Cost
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ObstaclesTop management commitment
Changing Organization Culture
Improper planning
Continuous Training & Education
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ObstaclesOrganization Structure & Departments
Data’s & Facts For Effective Decisions
Internal & External Customers-Dissatisfaction
Empowerment & Teamwork
Continuous Improvement
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BenefitsImproved Quality
Employee Participation
Team Work
Internal & External Customer Satisfaction
Productivity ,Communication
Profitability & Market Share