1.

Purpose and Objectives

Purpose
As a manager, understand TQM Evolution
principle and its expectation for giving direction
towards he/she team.

Objectives
1) As a manager, understand what they expect
your role to practice TQM Evolution.
2) As a manager, see the TQM Evolution
concept in the fresh light.
3) Learn the key points to coach TQM Evolution.
2. Roles expected of a Manager in TQM

1. Understand the purpose and methods of TQM,

put them into practice yourself and be a role
model in the workplace.

2. Create a work environment for your team so that

they are able to carry out their work on their
own initiative with a reasonable approach.

3. By practicing TQM, contribute to achieving

company’s goals which are managed in
effective, efficient manner and respect for the
Spirited Individuals.
What is TQM?

1. The Definition of TQM

2. What is Quality?
3. What means Management?
1) The Definition of TQM

TQM: Total Quality Management

Customer-focused activities to improve the
quality of all aspects of work

i.e.,
Each individual and organization should, from the
viewpoint of the customer, carry out company-wide
activities to enhance the corporate constitution and
ensure continued growth in reasonable ways on one’s
own initiative, based on The Three Reality Principle and
through prioritization, by repeatedly rotating the DST-
PDCA cycle.

“Spirited Independence” for both individuals and

organizations
2) What is Quality?
Meaning of Quality in TQM Particular about quality
Quality 120% perfection
Qualityof
ofproducts
product
Quality of service For a customer, a delivered product shows
everything about company. If it has any problem,
they will not simply accept it as an accident that
Quality Quality
Qualityof
ofwork
work happens only once out of a thousand or million units.
To ensure that no defections ever occur, even if it
Quality
Qualityof
ofsupervision
supervision is only a one in a million occurrence, we must
achieve 120% quality perfection.’
Quality
Qualityof
ofmanagement
management

3) What means Management?

■ What is management?
Management means all the activities necessary to attain a
purpose (carry out work) in an efficient way on a continuous
basis.
The Basics of TQM

1) Customers’ Point of View (Market-in)

2) Customer-focused Role & Responsibility
3) DST-PDCA Cycle
4) Based on Facts
5) Control Items
6) Process Control & Improvement
7) Two-way Communication
8) Self-controlled Daily Management
9) Initiative-based Policy Management
10) QC Tools
1) Customers’ Point of View (Market-in)
Definition: Carry out your work based on the customers’
point of view

1) Listen to customers 2) Set objectives 3) Raise the customer

satisfaction index
- Find out what - Review what has
customers want - Gain an accurate been taken for
- Find out what people understanding of what granted both
in the next upstream generally and by
and downstream customers want
process need yourself

Who is your Is Your Customer Satisfied?

customer? The downstream process
is your customer Level of
Customer
Customer
fulfillment
＝
Level of
Customer
Down-
stream
Your Up-
stream
expectation
process process process

Customer The upstream process

Customer is also your customer
3) DST- PDCA Cycle
Our work style is to proceed with work by picturing your ideal state such as ‘want to do this,
want to be like this.’

Three stages of an ideal state

- The DST-PDCA Cycle

Difficulty
Draw, See and Think –PDCA Cycle Innovating
level

Theme finding/setting Problem

solving level
Draw See Think
Picture ones’ Recognize Reality Consider themes
Ideal State
Improving
Want to do this Analyze situation Draw out themes of level.
Time
Want to be like this Grasp the facts what should do

Plan Do Check Act

D S Make action plan
Put plans into Check by actual Take responsive
action results countermeasures
A Ｐ T Plans & Training & Analysis & Improvement &
standards implementation learning standardization

C D Action Plan Implementation

By adding the DST cycle, we can keep

the PDCA cycle rotating on one’s own
initiative.
 DST Cycle
- What is the DST Cycle for?
To add your own ideas to your action planning
See Recognize the Reality
- Grasp and analyze current situation and specify it
- DST cycle first using the following four methods as a rule:
(1) Write down the current facts obtained through
the Three Reality Principle, “Go to the actual
Draw Picture Ones’ Ideal State place”, “Know the actual situation” and “Be
realistic”.
- Write “want to do this, want to be like (2) Write down the facts obtained through gap
this” analysis of plan vs. actual of the previous Ki or
to express one’s ideal state. the previous mid-term.

1)Write “what do you want to do”.

2)The basis for one’s ideal state is a goal D S (3) Evaluate the present situation by future
prediction that tells you what could happen if
things are left as they are, and write down your
evaluation.
that can be achieved in the mid-term (4) Write down the strengths, weaknesses, and so
level (1–3 years). on identified through comparison with
3)Write when you aim to achieve and the

Ｐ T
competitors.

achievement level you aim for

Think
Consider what needs to be done
- Draw out themes and specify them, based on
the gap analysis of your ideal state and
Plan Action Planning reality.
- From the facts you enumerate in order to
Action plan with 5W2H to realize the image of how you want thing to
be,
implement measures of write down the “What (theme)?” items that
what the theme requires. you become aware of, asking yourself the
following 5 questions,
5W2H: Why, what, when, who, Do (1) What to focus?
where, how to and how much Check (2) Where to focus?
(3) What to change?
(or how many)
Act (4) What to solve?
(5) What to improve?
-
 PDCA Cycle – the purpose and process

- What is the PDCA Cycle for?

Achieving objectives effectively and efficiently by rotating the
PDCA cycle of Action Plan.

Make
Action Plan
Take Standar-
responsive dization Plan
counter- Clarify
measures Improve Standard Operation
ACT PLAN Standard
(IMPROVE) （ STANDARD ）

CHECK DO
Study/ (STUDY) Train
Learn
Check by
actual result Analyze Implement Put plans into
action
4) Based on Facts

Three Reality Principle

Go
Gototothe
the Know
Knowthethe Be
actual place
actual place + actual situation +
actual situation Berealistic
realistic

Observe
Observe the
the facts
facts

Know
Know the
the facts
facts

Rotate
Rotate the
the PDCA
PDCA cycle
cycle based
based on
on facts
facts !!!!
Is it a fact? Is it an opinion,
something imagined or a preconception?
5) Control Items

Definition:
A control item is a yardstick that shows the ongoing work level.

Two Kinds of Control Items:

- Result related Control Item:
For measuring the achievement level of an objective
- Cause related Control Item:
For measuring the level of progress and effectiveness of the
implemented measures

Keys to set up:

- Set up the control items with which you can
able to rotate the PDCA cycle between your
team members/subordinates and yourself.
- Express the achievement level in numerical
terms as much as possible.
Work after setting up the control item of objectives and measures.
Control Items
Measures Objectives

Meals Favorites
Health
Exercise Rest

Cause Related Control Items Result Related

Control Items
Total calorie intake Amount of drinking
Weight
Total salt intake Amount of smoking
Blood Pressure
Total sugar intake Amount of
sweets/pastries Blood Cholesterol
Total number of
steps taken Neutral fat
Total distance travelled Hours of sleep Blood Sugar level
by walking Frequency of
Total hours of shower/bath Hepatic (liver) function
exercise
6) Process Control & Improvement

To achieve objectives or
enhance company
constitution, Relation between
process and result
not only
seeking results, Process 1 Process 2

but also improving Job process Results

the process.

Process 3 Process 4
Then it turns out that
objectives have been
achieved or company
constitution has been
enhanced.