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Total Quality Management: Introduction To TQM by Abdulla Jassim Abdulla

Total Quality Management (TQM) focuses on customer satisfaction, continuous improvement, and teamwork. It involves empowering employees and using scientific tools and methods. The key elements are customer focus, a scientific approach, teamwork, and continuous improvement as depicted in the Joiner Triangle. TQM aims to utilize everyone's knowledge and shift away from internal competition by involving suppliers and customers to continuously improve processes and organizational structure.

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Gangadhar Mamadapur
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46 views

Total Quality Management: Introduction To TQM by Abdulla Jassim Abdulla

Total Quality Management (TQM) focuses on customer satisfaction, continuous improvement, and teamwork. It involves empowering employees and using scientific tools and methods. The key elements are customer focus, a scientific approach, teamwork, and continuous improvement as depicted in the Joiner Triangle. TQM aims to utilize everyone's knowledge and shift away from internal competition by involving suppliers and customers to continuously improve processes and organizational structure.

Uploaded by

Gangadhar Mamadapur
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Total Quality Management

Introduction to TQM
By
Abdulla Jassim Abdulla
Basics of TQM
Involvement and Empowerment
Teamwork
Scientific Tools
Commitment
Training andEducation
Customer focus
Joiner Triangle
 Summary of the basics
of TQM CONTINUOUS
IMPROVEMENT

CUSTOMER
FOCUS

SCIENTIFIC TEAMWORK
APPROACH
Customer Focus
Survival of any organization is dependent on
customers.
Customer Satisfaction.

External Customers:
Internal Customers:
Continuous Improvement
Requirement for competitiveness.
Focus on process & structure rather than results.

Structure Process Outcome

Strategy Support & ‘Carrot &


& Design Stimulate Stick’
Teamwork
Utilizing everyone’s knowledge
Shift away from Internal competition.
Involve suppliers as well as customers.
Old theories: F.W. Taylor
Scientific Approach
7 basic tools of quality.
Statistical Tools.
Analytical approach.
Improvement Methodology (FOCUS)
Change Methodology (PDSA)
Methodology
• F find a process to improve  P Plan the change
• O organize an improvement  D Do or implement the change
effort.
 C check the results
• C clarify the current process.
 A act upon the data to
• U Understand process variation reinforce or modify the change
• S select improvement strategies
What is Quality?
Definitions

Qualitative

Quantitative
Why is Quality important?
Physical Outcomes

Service outcomes

Cost outcomes

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