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Quality Management

Total quality management (TQM) is defined as integrating all functions and processes within an organization to achieve continuous improvement of quality and customer satisfaction. TQM involves everyone in an organization and uses tools like the Plan-Do-Study-Act cycle, quality function deployment, and the seven basic quality control tools to systematically identify and solve quality problems. The goal is ongoing training and a team approach to quality improvement through benchmarking and supplier management.

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107 views

Quality Management

Total quality management (TQM) is defined as integrating all functions and processes within an organization to achieve continuous improvement of quality and customer satisfaction. TQM involves everyone in an organization and uses tools like the Plan-Do-Study-Act cycle, quality function deployment, and the seven basic quality control tools to systematically identify and solve quality problems. The goal is ongoing training and a team approach to quality improvement through benchmarking and supplier management.

Uploaded by

Aditya
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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TOTAL QUALITY

MANAGEMENT
Total quality management
(TQM)
• “Quality is defined as the totality of characteristics &
features of a product or process which facilitates
realization of given requirements.”

• TQM is the integration of of all functionsand processes


within an organisationin order to achieve continuous
improvement of quality of goods and services with a goal
of customer satisfaction.

• TQM is way of organizing by involving everyone.


Defining Quality – 5 Ways
• Conformance to specifications
– Does product/service meet targets and tolerances defined by designers?
• Fitness for use
– Evaluates performance for intended use
• Value for price paid
– Evaluation of usefulness vs. price paid
• Support services
– Quality of support after sale
• Psychological
– e.g. Ambience, prestige, friendly staff
TQM Philosophy– What’s
Different?
• Understanding Quality Tools
– Ongoing training on analysis, assessment, and correction, &
implementation tools
• Team Approach
– Teams formed around processes – 8 to 10 people
– Meet weekly to analyze and solve problems
• Benchmarking
– Studying practices at “best in class” companies
• Managing Supplier Quality
– Certifying suppliers vs. receiving inspection

4
Ways of Improving Quality
• Plan-Do-Study-Act Cycle (PDSA)
– Also called the Deming Wheel after originator
– Circular, never ending problem solving process

• Quality Function Deployment


– Used to translate customer preferences to design

• Seven Tools of Quality Control


– Tools typically taught to problem solving teams

5
The Deming Cycle or PDSA Cycle

PLAN
DO

ACT
STUDY
Seven Problem Solving Tools
• Cause-and-Effect Diagrams
• Flowcharts
• Checklists
• Control Charts
• Scatter Diagrams
• Pareto Analysis
• Histograms
Cause-and-Effect Diagrams
• Called Fishbone Diagram
• Focused on solving identified quality problem

8
Checklist
• Simple data check-off sheet designed to identify
type of quality problems at each work station; per
shift, per machine, per operator
Control Charts
• Important tool used in Statistical Process
Control
• The UCL and LCL are calculated limits used to
show when process is in or out of control
Quality is a Journey,
not a Destination

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