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Total Quality Management

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Submitted ToProf. Bawa

Submitted ByGroup 2 (C. K. Prahalad)

Parameshwaran (124)Debanjan (131)Soumava (138)Sameer (145)Pratik (152)Dipti (166)Pooja (173)Karthik (180)

Ruby (159)

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History And Evolution• In 1968 Japanese shaped the phrase TQM• Drove Japan to the world quality leader in 1970s• In 1980 the U.S. navel air systems coined the TQM phrase.• TQM spreads like wild fire during the 1980s• In 1990s TQM evolved, methods being introduced

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Definition Of Quality• Conformance to specifications

Focus on manufacturing process Main objective is to meet product specifications

• Fulfilling customer needs Focus on specification and customer perception Focus on customer relationship

• Fitness for use Focus on design and manufacturing process Life cycle approach to building quality

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What Is TQM?• A Structured system • For meeting, exceeding customer needs and expectation• An integrated system to strive for excellence• An organization-wide effort • Helps to establish quality assurance system

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Why TQM?• To provide products in a continuously :

Improving manner Timely manner Cost effective manner Innovative manner Productive manner

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Important Elements Of TQM• Commitment of the top management

“total” means “everyone” , ”everywhere” , “every time” P-D-C-A cycle - Transition of managers from filters to enabler

• Employee involvement Process ownership Employee empowerment

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Important Elements Of TQM• Addressing Training Requirements

Substantial investment in communication Training to employees for new quality control tools Training to supervisors in problem solving approaches

which includes : Identifying problem areasSetting targets for improvementParticipating in improvement processFacilitating, monitoring and guiding the process

owners over time

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Important Elements Of TQM• Quality management tools

Stratification Check sheet Scatter diagram Histogram Ishikawa diagram/ cause and effect diagram Poka yoke Pareto diagram

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Check Sheet

Dimension measurement of components

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Scatter Diagram

Result

Hyp

othe

sis

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Histogram

Result

Hyp

othe

sis

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Ishikawa Diagram

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Poka Yoke• On an assembly line, above the racks of parts appear green

lights = the part is to be taken• Above the racks of other parts, red lights appear = the part

is not to be taken

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Pareto Diagram

Pareto Analysis

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TQM Process• Continuous Improvement• Each thing will work the way it is design to• Product use provides way for improvement to come about• Each product need to have Aesthetic Quality

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TQM In Manufacturing• Factors Contributes To Finished Goods

Design of Product Workmanship of Product Equipment Raw Material

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TQM In Procurement• Development of collaborative intercompany relationship is

difficult due to opposing economic objectives • Buy low and sell high

• TQM in procurement can be achieved by Performance and return Distributing Opportunity and risk fairly among partners Objectives must be set together Profit must be equal share Maximum possible transparency

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Relation Between TQM And Marketing

TQM MarketingCustomer

Focus

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Relation Between TQM And Marketing

Requirement of

customer

Quality Function Deployment

ProductDevelopment

PrioritizationMatrix

Production

Zero defect product

Six sigma

Track sales figure

Strategic Quality Management /Pareto diagram

PDCA/ creativity/

Kaizen

Product launch & Taking feedback

Feedback

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TQM In Supply Chain Management• A part of the chain between suppliers and customers• For customers satisfaction• Able to maintain with the competitors in the market• Necessitated improvement of the process quality in SCM

Cost reduction Improved utilization of resources Process efficiency

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TQM In Automobile Industry• Automotive market is extremely price sensitive• Dedicated customer-supplier relationships• Just-in-Time (JIT)• Lean Manufacturing• TQM with ERP• Reduce delivery time• Comprehensive supply chain solution

Crosses the organization boundaries (B2B)• Identifying all potential areas for reduction of costs• Promote quality at source.

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TQM In Textile Industry• Practiced from sourcing raw materials to the stage of final

finished garment• Calculated in terms of :

Quality and standard of fibers Yarns Fabric construction etc

• New ideas and methods for : Improving quality Reducing costs Increasing productivity

• Environmental impact or increased safety• Help create competitive advantage

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TQM In Service Industry• Its benefits have been better realized by intense customer-

oriented service industries• Establishing smooth connectivity between business

processes • To retain the customer• Every aspect of quality is associated with every employee• Requires patience, commitment on part of management• Requires workforce to satisfy the customer• 89% of the respondents says “quality is the primary buying

argument for the ultimate customer”• Quality is a Journey, not a Destination

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7 Principles-Toyota Production System• Reduced Setup Times• Small-Lot Production• Employee Involvement and Empowerment• Quality at the Source• Equipment Maintenance• Pull Production• Supplier Involvement

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Quality Management System & TQM• Quality Management System (QMS)

Design to meet the customer satisfaction It conforms the process quality Contents :

Organizational structureProceduresProcessesResourcesContinuous improvement

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Quality Management System & TQM• Total Quality Management (TQM)

Set of management practices throughout organization To meets or exceeds customer requirements Focus on :

Process measurementControls

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Quality Function Deployment• Process of incorporation of the ‘voice of the customer’ into

the design and development of certain product and service and subsequently standardization of the process of manufacturing

• Scientific and systematic process • Aimed towards :

Customer satisfaction Reduction of manufacturing cost

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Benefits Of QFD• Assurance of meeting ‘voice of customer’ with new product• Provides a mechanism to increase market share• Reduces no. of engineering changes• Provides methods for training managers• Identifies conflicting design requirements• Reduces product development cycle• Improves quality of products and services

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Quality Costing

Quality Cost

Control cost

Prevention Appraisal

Failure cost

Internal External

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Quality Assurance System Design

Quality Assurance

System

Top management commitment Benchmarking

Employee involvement

Understanding customer wants &

translating into meaningful measures

Identifying Quality problems

Providing tools and techniques for

problem solving

Mistake proofing of operation

Documentation for continuous learning and improvement

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Trends In TQM• Trend towards Profound Knowledge• Combination of project and quality management principles• Undertaking Change Management initiatives• Ensuring consistency in management of work processes• Lean Management for organizations • Seeking continuous improvement than Six Sigma• Focus on spending of supplier quality management

resources• Quality Standards will move beyond the realm of work

processes into job functions• Strategic Quality Planning

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Bibliography• Operation Management - B.Mahadevan• Total Quality Management - P.N.Mukherjee• www.wikipedia.com

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Thank You