1990 ’s
F. Taylor 1900 s 1970 s US managers to
ISO 9000 ,QMS
Standardised work study the Japanese miracle
Craftsman 1924 , W.A.Shewhart 1980 ’s
system Statically quality control TQM principles -
Auto industry
Timeline
of Quality
Evolution
Traditional Approach Vs TQM Approach
Quality element Traditional culture TQM culture
Definition Product-oriented Customer – oriented
Priority order Second to service cost 1st equal of service and cost
Decisions Short-term Long- term
Emphasis Detection Prevention
Errors Operations System
Responsibility Quality control Everyone
Problem solving Mangers Teams
Procurement Price Life-cycle cost, partnership
Managers role Plan, assign, control and Delegate, coach, facilities and
enforce mentor
W. EDWARD DEMING • His philosophy was oriented towards Management Process.
• He stressed on the importance of variability reduction in process
and said there are Special and Common cause of variation.
• While the special causes can be eliminated by the local
operational people, the elimination of common causes requires
Management Commitment.
• He invented and propagated the famous PDCA Cycle well known
as Deming‘s improvement cycle.
• In his works he has stressed the importance of Waste Elimination.
• He is the recent years Propagated another model for the Quality
management called JOINERS TRIANGLE with Employee
Involvement, Scientific problem solving and Customer delight as
their apex
Cause & Effect Diagram
HISTORY OF QUALITY CONTROL IN INDIA
• 1928 – Prof. P.C. Mahalonobis initiated statistical studies and resources in
their statistical laboratory, setup in the presidency college. Calcutta.
• 1931 – The Indian Statistical Institute was found by Prof. P.C. Mahalonobis.
• 1932 – The Indian Statistical Institute got recognition in the form of a
learned society under the societies. Registration Act.
• 1948 – Dr. W.A. Shewart visited the industrial centres in India.
• 1952 – A team of UN experts visited India to train personnel in the routine
use of quality control.
• 1959 – The parliament of India enacted the India Statistical Institute Act
declaring the institute to be of national important and empowering it to
award Degrees and Diplomas
Boss Vs Leader
Vision Statement
• The vision statement is a short declaration of what on organisation aspires to be
tomorrow .
• Exactly what the organisation is trying to achieve.
• Vision statements describes where leadership sees the organisation in the future.
A vision describes aspirations for the future, without specifying the means that
will be used to achieve those desired ends .
• The vision statement should be coined in such a way that the leaders and the
employees working in the organisation should work towards the achievements of
the vision statement.
Example
1. Indian overseas bank –We grow with people
2. IBM – Service
3. Apple – Computing for the masses
4. Disney theme park – Happiest place on the earth
5. Southern railway –We care
Mission Statement
• It provides a clear statement of purpose for
employee customers, and suppliers .
• The mission statement declares exactly where the organisation is going.
• The mission statement answers the following questions:
• who we are? Who the customers?; what we do?
• how we do it?
• Example
• To meet customer‘s transport and distribution needs and by being the best
at moving their goods on time, safely and damage free –A Railway
company.
Customer Requirement
CUSTOMER COMPLAINT OR CUSTOMER FEEDBACK
Common Customer Feedback Collection Tools
• (Tools Used for Collecting Customer Complaints)
• Various tools used for collecting customer feedback/customer complaint include:
• 1. Comment cards
• 2. Customer questionnaire (online, phone and mail surveys)
• 3. Post-transaction surveys
• 4. Report (or feedback) cards
• 5. Focus groups
• 6. Social media
• 7. Toll-free telephone numbers
• 8. Customer visits
• 9. Employee feedback
