Quality???

• How we can define quality?

• What is quality?
Quality???
• the standard of something as measured against other
things of a similar kind
• the degree of excellence of something
• a distinctive attribute or characteristic possessed by
someone or something
• Quality is simply meeting the customer requirements
Quality???
• Quality can have different meanings for different
customers
• A reputation for quality is an invaluable asset for a
company and it takes time to build it, however it can
be ruined pretty easily
Quality???
Quality is one of the most important aspects of a
business or product as it could be associated with many
factors such as:
• reliability
• delivery
• usability
• an acceptable price
Success of a business….secret….
In order to make a business successful,
We have to built up a certain set of values that:
• assure customers that it’s the right choice,
• attract new customers while retaining the existing
ones
Success of a business….secret….
Meeting the customers' requirements means that the
company is offering a quality product which is the
foundation of successful business operations
Companies consistently offering quality products often
have a loyal customer base who keep purchasing from
the same supplier while offering the products/ services
to their peers helping the company add new customers
to its base
Success of a business….secret….
Apple could be given as an example as they are known
for their quality and innovation which has a loyal
customer base who purchase their products as soon as
they are out seeing the company as reliable and
consistently delivering innovative products that suit
their needs
Success of a business….secret….
• In order to be successful, quality has to be managed
• Instead of checking the quality of the final product at
the end, companies may apply quality control at every
stage of the production thus move from detection
towards prevention which will improve the quality,
save time and resources for the company
Total Quality Management (TQM)
TQM is a set of management practices throughout the
organization geared to ensure the organization
consistently meets or exceed customer requirements

TQM is more of a new mindset rather than a set of

policies
Total Quality Management (TQM)
Key to successful quality management passes through
constantly striving for improvement, changing the
classic mindset of applying out of date quality check
measures everybody else does, modernizing the
methods, and providing effective training for the staff
Total Quality Management (TQM)
As you can see, conventional methods take us nowhere
in ensuring quality and the future is in process
innovation, out of the box thinking and seeking
improvements not after the final product but during
every stage of production
Total Quality Management (TQM)
Total quality management (TQM) is the continual
process of:
• detecting and reducing or eliminating errors in
manufacturing, do the things right, first time
• streamlining supply chain management,
• improving the customer experience, and
• ensuring that employees are up to speed with training
Supply chain management
Supply chain management is the management of the
flow of goods and services and includes all processes
that transform raw materials into final products
Quality management
Quality management is the act of overseeing all
activities and tasks that must be accomplished to
maintain a desired level of excellence
This includes the determination of a quality policy,
creating and implementing quality planning and
assurance, and quality control and quality
improvement
Quality Management
Quality management cannot entirely be left to quality
professionals or applied through traditional quality control
techniques.
These traditional techniques include inspectors, tight
standards and putting more pressure on the employees or
even finding someone else to blame such as the quality
control department.
Quality management is an approach where full
commitment is needed from the entire firm.
Quality Management
In order for TQM to work effectively, the management
should have a clear strategic overview of quality and
guide the entire firm towards adopting TQM.
Companies may need to invest time, financial resources
and training for their existing staff especially if they
have a strong organizational culture which could have a
negative impact on the employees changing their
attitude towards quality
TQM
• The focus is to improve the quality of an
organization's outputs through the continual
improvement of internal practices
• Total quality management aims to hold all parties
involved in the production process accountable for
the overall quality of the final product or service
Primary Principles of Total
Quality Management
TQM is considered a customer-focused process that
focuses on consistently improving business operations
management
It strives to ensure all associated employees work
toward the common goals of improving product or
service quality, as well as improving the procedures
that are in place for production
Focus on Customers
Under TQM, the customers define whether or not
your products are of high quality. Customer input is
highly valued, as it allows a company to better
understand the manufacturing process
Focus on Customers
E.g, customer surveys may reveal insufficient durability
of goods. This input is then fed back into TQM systems
to ensure better raw material sourcing, manufacturing
processes, and quality control procedures
Commitment by Employees
For TQM to be successful, employees must be involved
in the processes and system
This includes clearly communicating across
departments and leaders what goals, expectations,
needs, and constraints are in place
A successful TQM requires the participation and
commitment of all players in the process, from the
production employees up to the senior management
Commitment by Employees
A company adopting TQM principles must be willing to
train employees and give them sufficient resources to
complete tasks successfully and on time
TQM also strives to reduce attrition and maintain
knowledgeable workers
The term attrition refers to a gradual but deliberate
reduction in staff numbers that occurs as employees
leave a company and are not replaced
Improve Continuously
As business learns more about its customers, processes, and
competition, it should gradually evolve and strive for incremental,
small improvements
This concept of continuous improvement helps business adapt to
changing market expectations and allows for greater adaptability
to different products, markets, customers, or regions
Continuous improvement also drives and widens the competitive
advantage a company has built over related companies
Adherence to Processes
TQM's systematic approach relies heavily on process
flowcharts, TQM diagrams, visual action plans, and
documented workflows. Every member along the
process must be aware and educated on their part of
the process to ensure proper steps are taken at the
right time of production. These processes are then
continually analyzed to better understand deficiencies
in the process.
Strategic and Systematic Approach
A company's processes and procedures should be a
direct reflection of the organizations vision, mission,
and long-term plan
TQM calls for a system approach to decision-making
that requires a company to dedicate itself to integrating
quality as its core component and making the
appropriate financial investments to making that
happen
Quality Control vs Quality Assurance
Quality control is essentially the activities and
techniques employed to achieve and maintain the
quality of a product, process, or service
while
Quality assurance is broadly the prevention of quality
problems through planned and systematic activities
including documentation
Quality Assurance
Quality assurance include the establishment of a good
quality management system and the assessment of its
adequacy, the audit of the operation of the system, and
the review of the system itself
Implementation of TQM
Implementation of TQM is useful if:
• there are significant costs due to errors, defects and customer
dissatisfaction
• there is a need for improved quality at the product design stage,
the staff is not aware of how to prevent errors and the staff cannot
identify the sources of problems- find solutions to them by
working together
In this case, implementing TQM could be costly and painful at first
but it will present significant gains on the long run for the entire
firm
Commitment to implement TQM
In order to increase business efficiency and product
quality through TQM, the entire form should be
committed from top to the toe
As the leaders of an organization, the senior
management should show leadership and initiative and
pass on the spirit down to the middle management
who then will communicate the whole thing to their
teams
Commitment to implement TQM
This level of management also needs to ensure that the
efforts and achievement of their subordinates obtain
the recognition, attention and reward that they reserve
Since TQM involves a significant amount of change in
the attitudes of the employees and commitment, it is
of paramount importance that everybody accepts their
responsibilities in the process
Lessons from TQM
When it comes to quality control, companies should
focus on prevention rather than detection towards
quality errors
Detection can happen only after the final output has
taken place and prevention can help the company fix
errors at earlier stages which saves time, money, and
effort
TQM-insights
TQM depends on meeting the customers' requirements
Total quality management is not something we can impose
on a company from outside. The company should be willing
to adopt TQM and stay fully committed throughout the
organization
Toyota is a good example of how TQM and just-in-time
production can turn a moderate sized company into a
global giant provided that strong will and commitment
exists
TQM-PROS
• Delivers stronger, higher quality products to
customers
• Results in lower company-wide costs
• Minimizes waste throughout the entire production
and sale process
• Enables a company to become more adaptable
TQM-CONS
• May require substantial financial investment to
convert to TQM practices
• Often requires conversion to TQM practices over a
long period of time
• May be met with resistance to change
• Requires company-wide buy-in to be successful