Feasibility

Chap2_Total Quality Management

Total Quality Management

• The way of managing organization to achieve

excellence

• Total – everything

• Quality – degree of excellence

• Management – art, act or way of organizing, controlling,

planning, directing to achieve certain goals

Definition of TQM (BS 4778:1991)

“A management philosophy embracing all activities through

which the needs and expectations of the CUSTOMER and

COMMUNITY, and the objectives of the organization are

satisfied in the most efficient and cost effective manner by

maximising the potential of ALL employees in a continuing

drive for improvement.”

Intro_tqmshari.fkm.utm

1

Chap2_Total Quality Management

TQM

• Requires cultural change – prevention not detection,

pro-active versus fire-fighting, life-cycle costs not price,

etc.

• Many companies will not start this transformation unless

faced with disaster/problems or forced by customers

Effect of TQM (Quality Improvement)

Improve Quality (Product/Service)

Increase Productivity (less rejects, faster job)

Lower Costs and Higher Profit

Business Growth, Competitive, Jobs, Investment

Intro_tqmshari.fkm.utm

2

Chap2_Total Quality Management

TQM

Tools

and

Techniques

Principles

and

Practices

Leadership

Quantitative

Non

Quantitative

SPC

ISO 9000

Acceptance

Sampling

ISO 14000

Reliability

Benchmarking

Experimental

Design

Total

Productive

Supplier

Partnership

FMEA

Management

Tools

Performance

Measures

QFD

Concurrent

Engineering

Customer

Satisfaction

Employee

Improvement

Continuous

Improvement

Scope of the TQM activity

Intro_tqmshari.fkm.utm

3

Chap2_Total Quality Management

TQM Six Basic Concepts

1. Leadership

2. Customer Satisfaction

3. Employee Involvement

4. Continuous Process Improvement

5. Supplier Partnership

6. Performance Measures

(All these present an excellent way to run a business)

Intro_tqmshari.fkm.utm

4

Chap2_Total Quality Management

Criteria 1

Leadership

• Top management must realize importance of quality

•...