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Date Submitted: 07/16/2015 08:47 AM
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.”
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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
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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
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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)
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Chap2_Total Quality Management
Criteria 1
Leadership
• Top management must realize importance of quality
•...