TQM - Lesson 1 Introduction To TQM

INTRODUCTION TO TOTAL QUALITY
MANAGEMENT
Principles of TQM through continuing minor changes in
reply to constant feedback.
 Management Commitment  TQM combines basic management
 Employee Empowerment techniques, current improvement
 Fact Based Decision Making efforts and technical tools in a
 Continuous Improvement discipline approach focused on
 Customer Focus continuous process improvement.
 The activities are eventually focused
What is Total Quality Management? on IMPROVED CUSTMER
SATISFACTION.
 TQM is not a fresh idea.
 Deming, Juran Crosby, and others –
The Primary elements of TQM
approaches have long been used by
1. Foundation
well effective managers.
 Most noteworthy feature – level of
- the entire process of total quality
mutual trust – needed by
management is built on a strong foundations of
management and staff to create in
ETHICS, INTEGRITY, and TRUST.
which an effective quality
management program can be
 Ethics – combination of written and
successful.
unwritten codes of principles that
govern decisions and actions within a
Defining Quality company.
 Integrity – the consistency of actions,
 Quality is a lot more than the values, methods, measures,
nonexistence of defects which allow principles, expectations and
companies to meet customer outcomes at workplace. There is a
expectations. need to respect organization’s
 Quality needs controlled process policies. Avoid spreading
improvement, allowing companies to unnecessary rumors about fellow
exceed customer’s expectations. workers.
 QUALITY can only be observed  Trust – one of the most important
THROUGH THE EYES of the factors necessary for implementation
customers. of TQM because it builds a
 First step: An UNDERSTANDING of cooperative environment. It is a
the customer’s expectations relationship based on RELIANCE.
(EFFECTIVENESS)
 Then EXCEEDING those 2. Building Bricks
expectations is REQUIRED.
(EFFICIENCY) - bricks are placed on a strong foundation to
 COMMUNICATIONS will be the key. reach the roof of recognition.
 Going BEYOND customer - The foundation needs to be strong enough
expectations guarantees meeting all to hold the bricks and support the roof.
the definitions of QUALITY. - Leadership, teamwork, and training are the
 “IF YOU CAN’T QUANTIFY IT, YOU building of TQM.
CAN’T MANAGE IT”
 Leadership – provides a direction to
Total Quality Management the entire process of TQM. It is about
raising the aspirations of followers
 Is an all-inclusive well thought-out and motivating people with a desire
means to organizational to reach the goals.
management that searches to o Requires the manager to
advance the quality of processes, provide an inspiring vision,
products, services and culture make strategic decisions
and instill values that guide - The CHANNELS of communication need to
subordinates. be CREDIBLE and EASILY interpreted for all
members of the organization
 Teamwork – is a crucial element of Three Types of Communication
TQM. Rather than working
individually, employees need to work > Download communication – dominant form of
in teams. When individuals work in communication in an organization. Flow of
unison, they are in a position to information takes place from the management
brainstorm ideas and come up with to the employees.
various solutions which would
improve existing processes and > Upward communication – flow of information
systems. takes place form the lower-level employees to
o Team members ought to the top level management. The lower-level
help each other to find a employees are able to offer suggestions on the
solution and put into place. effects of TQM to the upper level management
using this type of communication.
Teamwork offers contiguous improvement
in processes and operations. The teams > Sideways/lateral communication –
may be: communication also takes place between
various departments. This type of
a. Problem-solving – these are temporary and communication is important because it breaks
formed to solve certain problems. Identify and down barriers between departments. It also
overcome causes of those problems (1 week to allows a more professional dealing with
3 months) customers and suppliers.
b. Quality Improvement – these are temporary 4. Roof

teams with the purpose of dealing with specific
problems that often recur. (3 to 12 months) - includes recognition which brings greater
internal customer satisfaction which in turn
c. Natural work – consist of small groups of leads to external customer satisfaction in the
skilled workers who share tasks and organization.
responsibilities. These teams use concepts - There can be a huge change in self-
such as employee involvement teams, self- esteem, productivity and quality when the
managing teams and quality circles. contributors are recognized.
- Recognition Is the most important factor
 Training – employees need to be which acts as a catalyst and drives employees
trained on TQM to become highly to work hard as a team and deliver their best.
productive. Employees need to be
trained on interpersonal skills, the Core Concepts of TQM
ability to work as a team member,
technical know-how, decision making 1. Customer satisfaction
skills, problem solving skills and so
on.
 TQM is centered on the requirements
of the customer.
3. Binding Mortar
 to meet customer requirements, it is
imperative to listen to them and do
- binds all the elements together.
what is agreed upon.
- COMMUNICATION binds everything
together, starting from the foundation and going  Companies have to give identical
up to the roof. importance to the INTERNAL as well
- COMMUNICATION is the VITAL link as the EXTERNAL customers.
between ALL the TQM elements and must be
established in an organization in order for TQM 2. Internal customer satisfaction
to work
 the person within the company who DEFECT-FREE work most of the
receives the work of another and time.
adds his contribution to the product or  This is termed “RIGHT FIRST TIME,
service before passing it on to EVERY TIME” or ZERO DEFECTS.
someone else.  This policy is the results of an
 It is essential to attain a successful emphasis on prevention, and the
internal working relationship in order diligent use of measurement, process
to satisfy the needs of the external controls and the data-driven
customer. elimination of waste and error.
3. All work is process Benefits of TQM
 A process is a combination of 1. Creates a good corporate culture

methods, materials, manpower and
machines that work collectively to  TQM philosophy revolves around
produce a product or service. developing a culture that supports
total commitment to customer
4. Measurement satisfaction through continuous
improvement.
 In order to improve, one must first
measure one’s present performance. 2. Better reviews from customers
5. Synergy in teamwork  Given the equality assurance testing

procedures, the products of the
 the idea of synergy in teamwork, company will constantly meet the
where the whole is greater than the requirements and needs of clients
sum of the parts, is a key concept in and customers.
TQM.
 Promote COLLABORATION, 3. Better performance from employees
CONSENSUS, CREATIVE
CNOFLICT and TEAM WINNING.  Through TQM, there is often more
attention placed on meeting the
6. People make quality needs of the employees or internal
customers. The training given to the
 most of the quality problems within an employee as part of the program can
organization are not usually within the boost employee morale at the
control of an individual employee. workplace resulting in employees
 The system often comes in the way working harder to achieve the goals
of employees who are trying to do a of TQM.
good job.
7. Continuous improvement cycle
 the continuous cycle of instituting

customer requirements, meeting and
measuring them, measuring success
and continuing the improvement can
be used both externally and internally
to stimulate quality improvements.
8. Prevention
 At the heart of TQM is the conviction

that it is possible to achieve

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INTRODUCTION TO TOTAL QUALITY

b. Quality Improvement – these are temporary 4. Roof

3. All work is process Benefits of TQM

 A process is a combination of 1. Creates a good corporate culture

5. Synergy in teamwork  Given the equality assurance testing

7. Continuous improvement cycle

 the continuous cycle of instituting

 At the heart of TQM is the conviction

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