Total Quality ManagementTotal Quality Management

Dr.Dr. Mohamed Riyazh Khan Mohamed Riyazh KhanDept of Management StudiesDept of Management Studies

Introduction About TQMIntroduction About TQM

Total: Made up of the wholeTotal: Made up of the whole

Quality: Degree of excellence a product or Quality: Degree of excellence a product or service providesservice provides

Management: Act, Art, Controlling, Management: Act, Art, Controlling, Directing….Directing….

MeaningMeaning

TQM: TQM:

It Is an enhancement to the traditional way It Is an enhancement to the traditional way of doing business. of doing business.

To give an guarantee survival in world-To give an guarantee survival in world-class competitionclass competition

Change the actions of MGT will the culture Change the actions of MGT will the culture and action of entire organisation.and action of entire organisation.

What is it?What is it? continuously improvement continuously improvement

in organisation in organisation

quantitative methods and human quantitative methods and human resource to improve in org resource to improve in org

Exceed the customer needsExceed the customer needs

TQM focus for futureTQM focus for future

management techniquesmanagement techniques

existing improvement effortexisting improvement effort

technical tools technical tools

What is QUALITY ?What is QUALITY ?

According to JURAN - “quality is fitness for use” According to JURAN - “quality is fitness for use”

According to HOSLIN – “quality is correcting and According to HOSLIN – “quality is correcting and preventing loss, not living with loss”preventing loss, not living with loss”

* Q = P / E, * Q = P / E,

P - performance productsP - performance products

E - expectation customers E - expectation customers

Basic ConceptBasic Concept

**A committed and involved mgt to provide long-**A committed and involved mgt to provide long-term top to bottom (org support)term top to bottom (org support)

**An unwavering focus on customer both internal **An unwavering focus on customer both internal and externaland external

** Effective involvement & utilization** Effective involvement & utilization

** Continuous improvement & production process** Continuous improvement & production process

** Treating suppliers as partner** Treating suppliers as partner

** Estalish performance Measurement** Estalish performance Measurement

Framework of QualityFramework of Quality shewart Benchmarkingshewart Benchmarking

Deming Old Tools of Management Deming Old Tools of Management

Juran Information TechnologyJuran Information Technology

Figenbaum Quality function deploymentFigenbaum Quality function deployment

Ishikawa Quality by DesignIshikawa Quality by Design

Taguchi FMEATaguchi FMEA

crosby Statistical process controlcrosby Statistical process control

Total productive maintenance Total productive maintenance

GURUS Tools &Technique

Principle &Practices- Leadership- Customer satisfaction- Employee Involvement

- Supplier Treat as partner

Product & service

Customer Satisfaction

Why Quality ?Why Quality ?

- Customer Satisfaction- Customer Satisfaction

- Due to heavy Competition- Due to heavy Competition

- Long term survival in the market- Long term survival in the market

- Reduce the Total Cost- Reduce the Total Cost

- Profit Maximization- Profit Maximization

- Innovation & New product Development - Innovation & New product Development

Benefit:Benefit:

**Improved Quality of goods & services**Improved Quality of goods & services

**Employee Participation**Employee Participation

**Team Wok**Team Wok

**Customer Satisfaction, Employee satis..**Customer Satisfaction, Employee satis..

**Productivity**Productivity

**Profitability **Profitability

**Market share **Market share

Quality StatementQuality Statement

Vision Quality PolicyVision Quality Policy

MisssionMisssion

VisionVision

The vision statement is a short declaration of what an The vision statement is a short declaration of what an organization aspires to be organization aspires to be tomorrow.tomorrow.

Successful vision are timeless, inspirational, and become Successful vision are timeless, inspirational, and become deeply shared within the org..deeply shared within the org..

*IBM- service’s*IBM- service’s

*APPLE- computing for the masses,*APPLE- computing for the masses,

*Disney- theme park’s the happiest place on earth.*Disney- theme park’s the happiest place on earth.

““we will the preferred provider of safe, reliable, & cost-effective we will the preferred provider of safe, reliable, & cost-effective products &services that satisfy the electric-related needs of products &services that satisfy the electric-related needs of all customer segment”all customer segment”

Florida power &light companiesFlorida power &light companies

MissionMission

mission statement answer following question….mission statement answer following question….

• Who we are?Who we are?• Who are the customers?Who are the customers?• What we do? &What we do? &• How we do itHow we do it

““To meet customers’ transportation & To meet customers’ transportation & distribution needs by being the best at distribution needs by being the best at moving their good on time, safely and moving their good on time, safely and damage freedamage free”– Canadian railway ”– Canadian railway

Quality PolicyQuality Policy

it should be written by the CEO with feedback from the it should be written by the CEO with feedback from the work force and be approved by the quality council.work force and be approved by the quality council.

XEROX is a quality company. QUALITY is the basic XEROX is a quality company. QUALITY is the basic business principle for xerox. Quality means providing business principle for xerox. Quality means providing out internal & external customers with innovative out internal & external customers with innovative products & services that fully satisfy their products & services that fully satisfy their requirement. Quality is the job of every employee--- requirement. Quality is the job of every employee---

xerox Corporationxerox Corporation

Customer perception of qualityCustomer perception of quality

During 1980.. 88, the quality of the product is first During 1980.. 88, the quality of the product is first performance, second price, third service.performance, second price, third service.

According to ASQ (American society for quality) According to ASQ (American society for quality) influence these factors…influence these factors…

1.1. Performance (available, reliability, maintainability) Performance (available, reliability, maintainability) (Toyota, Goorej)(Toyota, Goorej)

2.2. Feature (psychological, time oriented, technological) Feature (psychological, time oriented, technological) (Nokia, Samsung)(Nokia, Samsung)

3.3. Service (customer added value) (Pizza hut) Service (customer added value) (Pizza hut)

4.4. Warranty (public promise) (titan)Warranty (public promise) (titan)

5.5. Price (Indian hospital)Price (Indian hospital)

6.6. Reputation (Bata)Reputation (Bata)

Organization not adopting TQMOrganization not adopting TQM

Organization Traditional methods followsPoor performance in

Product &services

Low sales + Reduce the Faith of the concern, loss

Of goodwill.

Loose market share value

Shut down process

1. Poor quality2. Lack of new product development3. Not satisfied customer needs4. More wastage

Benefit of TQM conceptBenefit of TQM concept

Organisation Implement TQM Concept

Focus for ‘Q’ Oriented products

& services

Adopt Tools &Technique

1. Reduce wastage2. Increase productivity3. Reduce Total cost4. Increase Quality5. Increase satisfaction levels 6. Increase life time of machinery

Quality of Goods deliver by org

Sales

PROFIT

Customer FocusCustomer Focus

Customer is the Customer is the

Customer Expectations,Customer Expectations,

Innovative product,Innovative product,

Good performance,Good performance,

High quality Low price,High quality Low price,

Reliability, Durability.Reliability, Durability.

customerwants

Org fulfill his expectation

& desire

ThroughTQM

concept

Customer satisfactionGood turn over &

salesMore profit &Earn goodwill