7 TOOLS OF TOTAL QUALITY MANAGEMENT

What is Total Quality Management Total Quality Management is a management approach that originated in the 1950's and has steadily

become more popular since the early 1980's.

TQM is preferred method to increase the user satisfaction. It reduces the defects of organization and

increases the productivity.

TQM is a comprehensive management system which:

• Focuses on meeting owners’/customers’ needs, by providing quality services at a reasonable cost.

• Focuses on continuous improvement.

• Recognizes role of everyone in the organization.

• Views organization as an internal system with a common aim.

• Focuses on the way tasks are accomplished.

• Emphasizes teamwork 

Learning and TQM

TQM beliefsFollowing are the universal Total Quality Management beliefs:

Owner/customer satisfaction is the measure of quality

Everyone is an owner/customer.

Quality improvement must be continuous.

Analysis of the processes is the key to quality improvement.

Measurement, a skilled use of analytical tools, and employee involvement are critical sources of quality improvement ideas and innovations

Sustained total quality management is not possible without active, visible, consistent, and enabling leadership by managers at all levels

It is essential to continuously improve the quality of products and services that we provide to our owners/customers

Objectives of TQM

Objectives of TQM• Process improvement • Defect prevention • Priority of effort • Developing cause-effect relationships • Measuring system capacity • Developing improvement checklist and check forms • Helping teams make better decisions • Developing operational definitions • Separating trivial from significant needs • Observing behaviour changes over a period of time

Companies who implemented TQM

Wal-Mart : The expansion of Wal-Mart Stores has been successfully accomplished with the application of the principles of TQM to their Design and Construction process.

Bechtel : TQM was started in 1987 and has recently been reorganized into CCI (an acronym for Commitment to Continuous Improvement). The

initiatives for their TQM process were obtained from their customers by using a simple questionnaire.

Motorola:  Motorola has a successfully working TQM process. Motorola's fundamental objective is Total Customer Satisfaction. They have won the Baldrige award and are corporate leaders in TQM.

Pitfalls to be avoided in TQM Many companies have started on the road to quality but failed to achieve success due to

several factors, these are listed as follows:

• Lack of top management support.

• Lack of middle management support.

• Commitment in only one department.

• Short-term commitment .

• Haphazard approach .

• Failure to acquire the services of a competent statistician.

• Measure success and guide program.

• Failure to solicit worker input.

• Over dependence on computerized quality control.

• Funding failure .

• No market research.

• No testing of incoming materials.

• Overselling hourly workers.

• Adversarial management

Process improvement tools

Process improvement tools1. Flow charts2. Check sheets3. Histograms4. Pareto diagrams5. Cause-and-effect diagrams6. Scatter diagrams7. Control charts

1.Flow charts

• Process map identifies the sequence of activities or the flow in a process.

• Objectively provides a picture of the steps needed to accomplish a task.

• Helps all employees understand how they fit into the process and who are their suppliers and customers.

• Can also pinpoint places where quality-related measurements should be taken.• • Also called process mapping and analysis.

• Very successfully implemented in various organizations. e.g. Motorola reduced manufacturing time for pagers using flow charts.

2.Check sheets

• Special types of data collection forms in which the results may be interpreted on the form directly without additional processing.

• Data sheets use simple columnar or tabular forms to record data. However, to generate useful information from raw data, further processing generally is necessary.

• Additionally, including information such as specification limits makes the number of nonconforming items easily observable and provides an immediate indication of the quality of the process.

Example check sheets

Patient Transport Problem Sheet

Area: Ward 3b Period: June 1996

Type Tally Subtotal

Equipment broken IIIII 5

Patient not ready IIIII II 7

Not enough staff III 3

Patient having another exam etc. IIIII IIIII II 12

3.Histogram A histogram is a table/graph that sorts data into pre-specified

categories, or bins.

4.Pareto diagrams

• Based on the 85-15 Pareto distribution.

• Helpful in identifying the quality focus area.

• It is a histogram of the data from the largest frequency to the smallest.

5.Cause-effect diagrams

• Also called fishbone diagrams (because of their shape) or Ishikawa diagrams.

• Helps in identifying root causes of the quality failure. (Helps in the diagnostic journey.)

6.Scatter diagrams

• Graphical components of the regression analysis.• Often used to point out relationship between variables.

Statistical correlation analysis used to interpret scatter diagrams.

7.Run charts and Control charts

• Run chart: Measurement against progression of time.• Control chart: Add Upper Control Limit and Lower Control

Limit to the run chart.

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