total quality management
TRANSCRIPT
Total Quality Management
What is Quality?
Is a product’s or service’s ability to satisfy the needs and expectations of the customer
Quality is “fitness for use” - Joseph Juran
Quality is “conformance to requirements” - Philip Crosby
Philip Crosby Conformance and non-conformance rather than low or high quality Zero defect program - do it right, first time, every time.
Edward Deming Constantly improve people, processes and products and services Focus on long term needs than short term profits
Joseph Juran Quality planning, quality control, quality improvement
Walter A. Shewart Germ Theory of Management- elimination of the virus of variability.
Quality Gurus
Management by fact
Results Focus
Passion to deliver customer
value
Concern for employee
involvement and development
Organisation response ability
Actions not just words
(implementation)
Partnership perspective
(internal/external)
What is TQM?
Constant drive for continuousImprovement and
learning.
Process Management
Why TQM?
world-class standards.
Addresses issues ranging from management of quality at the suppliers' end to the way the finished products are delivered to the customers.
Does not focus on the measurement of results
In recent times, even the process of business strategy is included in TQM.
Cost of Quality
Cost of Cost of Cost of lost
Conformance Non-Conformance Opportunities Cancellation of Orders
Cost of Cost of Cost of Cost of Cost of
Prevention Appraisal Internal External Exceeding
Training, Inspection, Failure Failure Requirements Checking, Scrap, Warranty, Redundant
Audits Rework Installation, Documenting
Service Costs
Cost of Quality
Some Quality Tools of TQM
Flow ChartsRun ChartsHistogramsControl Charts (Statistical Process Control)Brainstorming and related toolsFishbone DiagramPareto Chart
Team Roles and Responsibilities
Mission of TQM process improvement teams
Defining Eliminating DevelopingEstablishingSetting improvement goals
Company Confidential
TQM OFService Industry
JET AIRWAYSJET AIRWAYS
Company Confidential
• Jet Airways formulated a Quality Management System for In-flight Services in February 2005 as part of a comprehensive exercise to implement ISO in selective operational areas.
Company Confidential
SERVICES SPECIAL SERVICES
• Check In Options :
Airport Check in
Tele Check in
Web Check in
Kiosks Check in
• Airport Lounges
• Bus Services
• Cuisines
• Entertainment
Jet Airways is the most preferred domestic airline in India.
•Infant and Child Care
•Wheel Chair Assistance
•Unaccompanied Minors
•Medical Emergencies
•Traveling with Animals
•Jet Mobile
Company Confidential
SERVICE PROCESS AT JET
• The process of traveling on a airline is divided into three stages: pre-flight, in- flight and post-flight experiences.
AREAS OF QUALITY MANAGEMENT – in-flight
On timeDelay informationAnnounce delayGood in-flight serviceGood in-flight foodWaiting time for baggageBaggage loss
Company Confidential
In flight Services, ISO 9001 : 2000 certified
- Certification for the product and service ranges includes Design, Development and Delivery of Customer Services that meet world-class standards.
IATA Operational Safety Audit (IOSA) Registration
QUALITY CERTIFICATION
Wish you a great week-end……..