tqm intro term 6
TRANSCRIPT
Total QualityManagement
(TQM)
Prof. Vivek Kumar
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A Thought
“A customer is the most important visitor on our premises.
He is not dependent on us.We are dependent on him.He is not an interruption on our work.He is the purpose of it.
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A Thought
He is not an outsider on our business. He is part of it.We are not doing him a favour by
serving him.He is doing us a favour by giving us an
opportunity to do so.”
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Meaning of Quality and its evolution
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“Quality is both thinking why something is done, and why it
is done that way: then thinking differently to improve it.”
Taiichi Ohno,Toyota
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QUALITY?
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Definition
‘Fitness for purpose or use’.- J M Juran
‘Conformance to specifications’- Anonymous
Definition
‘The ability to satisfy stated needs’- Traditional
‘Quality is Meeting or Exceeding Customer Expectations.’
- Japanese
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Definition
‘A predictable degree of uniformity and dependability at low cost and suited to market.’
- Dr. W E Deming
‘Quality is conformance to requirements.’
- Philip B Crosby
Definition
‘Avoidance of the Loss a Product Causes to Society after being Shipped.’
- Dr. Genichi Taguchi
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Definition
‘The Totality of Features and Characteristics of a Product or Service that Bears on its Ability to satisfy Stated or Implied Needs.’
- ISO 8402:1986
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Definition
‘Quality is free.’
(Through reduction in Cost of Non-conformance.)
- Philip Crosby
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Definition
‘Degree to which a set of Inherent Characteristics fulfills
Requirements.’- ISO 9000:2000
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Definition
Junk Desired Quality
Bad Business Small, selected market
Quality HighLow
Cost
Low
High
Types of Quality
ABSOLUTERELATIVE
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Total means…
TOTAL implies – Complete (100%) All Areas and Functions All Activities All Employees All Times
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Total Quality means
Requires a cultural change and attitudinal change.
Improving customer service and satisfaction.
Everyone understands their roles, responsibilities and authority.
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Total Quality means
Everyone understands the internal customer/supplier chain.
Ensuring Total Teamwork. Pulling down functional barriers. Eliminating problems.
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Total Quality means
Achieving global competitive advantage.
Process of continuous improvement.
Eliminating waste in the institution.
Involving everyone.
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“Quality May Not Be What You Think It Is”
Customer?
Who is a customer?
Who is the customer to the you?
What are his/her expectations?
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Quality Parameters
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PerformanceFeaturesReliabilityconformance
Quality Parameters
DurabilityServiceabilityAestheticsPerceived Quality
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Service industry factors?
TimeTimelinessCompletenessCourtesyConsistency
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Service industry factors?
AccessibilityConvenienceAccuracyResponsiveness
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Erroneous Assumptions
1. The Belief that Quality means Goodness, or Luxury, or Shininess, or Weight.
2. The Belief that Quality is Intangible and, therefore, not Measurable.
3. The Belief that there is an “Economics of Quality”.
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Erroneous Assumptions
4. The Belief that the Problems of Quality are Originated by the Employees.
5. The Belief that Quality Originates in the Quality Department.
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Absolutes of Quality The definition of Quality is
Conformance to Requirements The System of Quality is Prevention The Performance Standards is Zero
Defects The Measurement of Quality is the
Price of Nonconformance
Remember
Customer satisfaction is first and foremost a state of mind and action …, an every minute of
every day obsession.- Charles M Cawley
President, MBNA
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