QUALITY

LEARNING OBJECTIVE 1.Explain what quality and Total Quality Management are 2.Decribe the history quality 3.Discuss the main ideas of Total Quality Management

DEFINITION OF QUALITY
A complex concept that has become the most universally appealing concept in management theories. Fred Smith ,CEO of Federal Express, defines quality as Performance to the standard expected by the customer GSA defines quality as meeting the customers needs the first time and every time.

Boeing defines quality as providing our customers with products and services that consistently meet their needs and expectations.
W. Edward Deming has suggested that, quality can be defined only in terms of the agent.

Quality involves meeting or exceeding customer expectations

Quality applies to products, services, people, processes and environments

Quality is an ever-changing state (i.e. what is considered quality today may not be good enough to be considered the quality of tomorrow)

TOTAL QUALITY MANAGEMENT

Mondy Commitment excellence by everyone in an organization that emphasizes excellence achieved by teamwork and a process of continuous improvement. Another definition TQM is both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. A scientific, systematic and company wide activities are directed towards achieving the quality, cost, quality and delivery of products and services to satisfy its customers. Basically, TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customers satisfaction

The totally integrated effort for gaining competitive advantage by continuously, improving every facet of an organizations activities

TOTAL Everyone associated with the company is involved in continuous improvement QUALTIY - Customers expressed and implied requirements are met fully. MANAGEMENT- Executives are fully committed. Difference between TQM and Traditional Management as below

TQM Customers focus Quality focus Multiple quality dimensions Management and worker involvement Process oriented

Traditional Management Management Focus Single quality dimensions No worker involvement Results-oriented

HISTORY OF QUALITY
Occurred in Japan after World War II

W .EDWARD DEMING -Deming defines quality as a predictable degree of uniformity and dependability, at low costs and suited to the market.

14 principles of TQM 1.Create and publish to all employees a statement of the aims and purpose of the company 2.Learn the new philosophy. 3.Understand the purpose of inspection for improvement of process and reduction of costs 4.Endthe practice of awarding business on the basis of price tag alone. 5.Improve Constantly and forever the system of production and services. 6.Institute Training. 7.Teach and institute leadership 8.Drive out fear; Create trust and climate of innovation. 9.Optimize toward the aims and purpose of the company, efforts , teams and groups. 10.Eliminate exhortation for the work force 11.Eliminate numerical quotas for production,, instead , learn and institute methods of improvement. 12.Remove barriers that rob people of pride for their workmanship. 13.Encourage education and self-improvement 14. Take action to accomplish the transformation

PHILIP. B. CROSBY -Quality is defined as conformance to requirements , not Goodness -The system for achieving quality is prevention, not appraisal -The performance standard is zero defect -The measurement of quality is the price of non-conformance KAORU ISHIKAWA -For contributing to the emergence of quality circles, where workers meet to discuss suggestions for improvements. -Focus the total quality efforts on customers. Suggested that the output of one department be given to another department as if they were customers.

MAIN IDEA IN TQM

A SYSTEM APPROACH

THE TOOLS OF TQM

A FOCUS ON CUSTOMERS THE ROLE OF MANAGEMENT EMPLOYEE PARTICIPATION

A SYSTEM APPROACH
A series of functions of activitieswithin an organization that work together for the aim of the organization Cultural System referred to as the social system. Technical system is composed of such factors as the technologies used in the physical infrastructure ( including ergonomics considerations , computer software and hardware configurations and the capital investments needed to accomplish the companys mission). Management System defines the effectiveness of those processes by which an organization manages its human and physical assets.

THREE SYSTEM FOR WHICH MANAGER ARE RESPONSIBLE

Technical system The social System The Managerial System

Focus of customer -Customers define quality and employees produce it The Role of Management -Supervisors to senior executives are the most crucial factor in making TQM success. From top managers , TQM requires a deep commitment to quality , and a continuing effort to make sure quality values are understood and accepted by everyone in the company Employee Participation

PILLARS OF TQM