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An Assignment on
Total Quality Management
Submitted By-
Sudarshan Kumar Patel
PGDMA-1320
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What is quality?
A frequently used definition of quality is “Delighting the customer by fully
meeting their needs andexpectations”. These may include performance,
appearance, availability, delivery, reliability, maintainability,cost effectiveness and
price. It is, therefore, imperative that the organization knows what these needs
andexpectations are. In addition, having identified them, the organization must
understand them, and measureits own ability to meet them.
Juran: Juran, like Deming was invited to Japan in 1954 by the union of Japanese
Scientists and engineers.
Philip Crosby:
Quality is defined as conformance to requirements, not “goodness”
Transcendent
Product based
User based
Manufacturing based
Value based
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1924 - After WWI, W.A. Sherwat of Bell Telephone statistical chart for the control
of various. Concepts of sample tests were followed. It was a failure in the initial
stages.
1946 - ASQC American Society for Quality Control, now ASQ. Frequent
meetings, conferences andpublications were made to public.
1950 - W.Edwards Deeming’s his guidance and lecture to Japan engineers
transformed qualityconcepts in the organization. His cycle ACT-PLAN-DO-
CHECK.
1954 - Joseph M.Juran Concept of efficient and productive. Juran Trilogy
Quality planning - Quality Control - Quality Improvement.
1960 - Quality control circles were formed. Zero defects concepts
1970 - Reactive approach to proactive approach. Shift from Japan to USA
1980 - SPC - Statistical Process Control. Concepts of parameter and tolerance.
Experiments 1990 -Concepts of certification of ISO, CMM etc.
2000 - Six sigma concept - Six Sigma stands for Six Standard Deviations (Sigma is
the Greek letter used torepresent standard deviation in statistics) from mean. Six
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Evolution of TQM
Benefits of TQM
Conclusion-
“Remember the earth revolves around the CUSTOMER. Quality begets customers
and customers beget quality. Let us all have action plans to support quality, this
will make the world happy and earn us the blessing of God Almighty.”
References-
Management Accounting- Ray Proctor
Management Accounting-Pauline Weetman
White Paper on TQM
Authorstream.com