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TOTAL QUALITY MANAGMENT

TQM EVOLUTION AND HISTORY

TQM Evolution

Code of Hammurabi (2150BC) Quality terms (Total Quality Control, Total

Quality Improvement, Service Quality Improvement – or titles that relate to their particular area (Quality Maintenance System, Software Quality Assurance

Quality Control

Industrialization (Mass production) Inspection W.Shewhart (1924): Statistical Process

Control (SPC)

Quality Assurance

George Edwards (inventor of the term) Assuring quality Standardization Policies Division of responsibility

Quality Improvement

Utilizing SPC Improving processes Reducing waste. Individual Improvement projects Monitoring variations

Quality Management

Improvement Plan at all levels of organization

Internal Motivation Preventive practice

Total Quality Management

All aspects of organization adopting continuous improvement

Change of organizational culture (shift from internal measures of efficiency towards assessment and improvement of value to the customers

Stages of TQM

Quality Control

Quality Assurance

Quality Management

Quality Improvement

Total Quality Management

Monitoring variations

Standards based

Process oriented

Internally motivated

Changed organizational culture

Managing TQM

What Does the TQM manager Need to Know?

1. Systems Thinking2. Understanding Variations3. Organizational Psychology

Systems Thinking

Effective Management

Understanding Variations

Organizational Psychology

Systems Theory

ProcessSupplies

Feedback Loop

CustomersInputs Outputs

Understanding Variations

Special cause variation Common cause variation Interpretation errors Process capability Example of probability (coin flipping)

Control Chart

Individual and Organizational Psychology

Efficiency Work place harmony Characteristic requirements of a person for a

specific job

What Does the TQM Manager Need To Do?

Deming’s 14 points 1. Create constancy of purpose towards improvement of product

and service, with a plan to become competitive and to stay in business.

2. Adopt the new philosophy. 3. Cease dependence on mass inspection. 4. End of the practice of awarding business on the basis of price

tag alone. 5. Improve constantly and forever the system of production and

service. 6. Institute training.; 7. Institute leadership. 8. Drive out fear

Cont. Deming’s 14 points

9. Bread down barriers between department 10. Eliminate slogans, exhortations and numerical

goals that ask for new levels of productivity without providing methods.

11. Eliminate numerical quotas. 12. Remove barriers to pride of workmanship. 13. Institute a vigorous program of educations and

retraining. 14. Take action to accomplish the transformation.