what is total quality management

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Purpose: to improve customer satisfaction Purpose: to improve customer satisfaction The process has evolved in many decades

Most businesses follow a similar model Most businesses follow a similar model


Started on the 1920s Started on the 1920s Took off in the late 1940s

Japanese tried to improve the quality of their Japanese tried to improve the quality of their productsI 1950 W Ed d D i d l d In 1950 W. Edwards Deming developed Statistical Quality Control (SQC)


Deming taught many Japanese companies Deming taught many Japanese companies Promote the concept of engaging employees

At every level and stage of the process At every level and stage of the process Giving employees ownership

E i l Empowering employees to make improvements


Joseph Juran teach quality concepts in Japan Joseph Juran teach quality concepts in Japan in 1954

Joseph Juran different from Deming: Joseph Juran different from Deming:◦ Quality had to be embedded in every aspect of a

company’s businesscompany s business◦ Quality should be “fitness for use,” not just

“conformance to specifications” Monetary cost associated with quality


Loss of manufacturing jobs and market share Loss of manufacturing jobs and market share in the late 1970s

Began to respond to Japanese Began to respond to Japanese


Total Quality Management spread across US Total Quality Management spread across US industries

Led by companies like Motorola and General Led by companies like Motorola and General Electric

American businesses began to come back in American businesses began to come back in the 1990s


Characterized differently by each company Characterized differently by each company that practices it

The primary philosophy The primary philosophy◦ Continuous improvement to exceed the customer

expectationsexpectations ◦ Identify and correct quality

issues at the earliest stage◦ Incorporate quality into

the final product


Develops employees involves them in all Develops employees, involves them in all areas, work together to improve quality

Every process change must improve customer Every process change must improve customer satisfaction

Defects in a product are analyzed to find the Defects in a product are analyzed to find the root cause, correct it and prevent its recurrencerecurrence


Continuously improve manufacturing Continuously improve manufacturing processes

Employees are encouraged to actively Employees are encouraged to actively participate


Regularly train process and quality concepts Regularly train process and quality concepts to employees

The business leaders drive the TQM process The business leaders drive the TQM process


TQM ensures the long-term success TQM ensures the long-term success Everyone in the organization:◦ Is a critical part of the team◦ Is a critical part of the team◦ Is valued by the company◦ Encouraged to participate in theEncouraged to participate in the

continuous-improvement process


TQM identify and correct problems early TQM identify and correct problems early Minimize cost of:◦ Scrap◦ Scrap◦ Rework◦ Double-handlingDouble handling◦ Dissatisfied customers


what is total quality management

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