TOTAL QUALITY

MANAGEMENT
 Introducti
on
Total - made up of the whole

Quality - degree of excellence a product or service

provides

Management - act, art ormanner of planning,

controlling, directing.

Therefore, TQM is the art of managing the whole to

achieve excellence.

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MANAGEMENT
 Definitions
 Total quality management (TQM) has been defined as
an integrated organizational effort designed to
improve quality at every level.
 The process to produce a perfect product by a series of
measures require an organized effort by the entire
company to prevent or eliminate errors at every
stage in production is called total quality management.
 According to international organization for standards
defined tqm as, “TQM is a management approach for
an organization, centered on quality, based on the
participation of all its members and aiming at long-
term success through customer satisfaction and
benefits to all members of the organization and to the
society
TOTAL QUALITY MANAGEMENT 5
 The concept/principles of
TQM
• Produce quality work.

• Focus on the customer.

• Have a strategic approach to improvement.

• Improve continuously.

• Encourage mutual respect and teamwork.

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MANAGEMENT
 Traditional approach and
TQM
Quality element Previous state TQM
Definition Product-oriented Customer-
oriented
Prioriti Second to service First among
es and cost equals of service
and cost
Decisions Short-term
Emphasis Detection Long-term
Errors Operations Prevention
Responsibility Quality System
Problem Control Everyone
solving Managers Teams
Manager’s Plan, assign, Delegate,
role control, and coach,
enforce facilitate, and
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MANAGEMENT mentor
 Focus on the
customer

• It is important to identify the organization’s

customers.

• External customers consume the

organization’s product or service.

• Internal customers are employees who receive

the output of other employees.

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MANAGEMENT
 Employee
Involvement
• Since quality is consideredthe job of all
employees
the should be involved in quality initiatives.
employees,

• Front line employees are likely to have the closest

contact with external customers and thus can make the
most valuable contribution to quality.

• Therefore, employees must have the authority to

innovate and improve quality.

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MANAGEMENT
 CONTINUOUS
• IMPROVEMENT
The quest for quality is a never-ending
process in which
people are continuously working to improve the
performance, speed and number of features of the
product or service.
• TQM is the management process used to make
continuous improvements to all functions.
• TQM represents an ongoing, continuous commitment to
improvement.

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MANAGEMENT
 Advantages of
TQM
• Improves reputation- faults and problems are
spotted and sorted quicker.

• Higher employee morale- workers motivated by

extra responsibility ,team work and involvement
in decisions of tqm.

• Lower cost.

• Decrease waste as fewer defective products.

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MANAGEMENT
 Disadvantages of
TQM
• Initial introduction cost.

• Benefits may not be seen for several

years.

• Workers may be resistant to change.

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MANAGEMENT
TOTAL QUALITY
MANAGEMENT
SEVEN BASIC
QUALITY TOOLS
SEVEN BASIC QUALITY
TOOLS
HISTOGRAM

SCATTER PARET
DIAGRAM O
CHART

CONTROL CAUSE
CHART &
EFFECT

CHECK FLOWCH
LIST A RT
 HISTOGRA
MS
 A histogram is a bar graph that shows
frequency data.
 Histograms provide the easiest way to

evaluate the distribution

. of data
PARETO CHART

The Pareto Chart is a histogram

ordered by the frequency of result
occurrences, showing how many
results were generated
by the type or category of the
identified cause.

The relative position of the

occurrences
is used to guide corrective actions.
• The corrective actions must initially focus
on the problems that are causing the
majority of defects.
PARETO
CHART
13
0

12
0

11
0

10
0

90

80

70

60

50

40

30

20
Poor Delays on Delay to Lack of Importi Lack of human Transport Othe
documentati the prepare the stock ng Failure resources r
10 on technical purchase proble
specificatio order ms
0 ns
CAUSE AND EFFECT
DIAGRAM

It shows how several causes

relate themselves to problems or
potential effects.

Also known as Ishikawa

Diagram or Fishbone Diagram.
CAUSE AND EFFECT
DIAGRAM
CAUSE AND EFFECT
DIAGRAM
FLOWCHARTI
NG
A flowchart is any chart that depicts
how several elements interact with
each other

Here are a few flowcharting techniques that

are usually used in quality management
CONTROL
CHARTS
Control charts present the results of a process over
time.

They are used to determine if the process is under

control. They are used to monitor any type of

variable output.
Can be used to monitor
• Cost and schedule variances;
• Volume and frequency of changes;
• Errors in the project documentation
CHECKLIST

It is a list with
previously It allows a
defined options thorough
that are used evaluation in a
as a guide to short period of
control risks. time.
CHECKLIST
SCATTER DIAGRAMS

 Scatter Diagrams are used to study and

identify the possible relationship
between the changes observed in two
different sets of variables.