Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Management
Group Members
Sadhana Singh
Tejal Gawand
Parvati Sharma
Sunil Bahl
Rutir Gujar
What
is Quality?
Continuous Satisfaction of
Customer Requirements
A Customer-Centric View
What
is
Quality Management?
Achievement
What
is Total Quality
Management?
Attainment of
Total Quality
Through Everyones
Commitment on a Daily Basis
TQM is about
1. Total Customer Satisfaction.
2. Totality of Functions.
3. Total Range of Products Or Services.
4. All Dimensions of Quality.
5. Quality Instilled into Everything.
6. Satisfying Both the Internal & External Customers.
7. Retain Present Customers, Improve Profits and
8. Generate New Business.
9. Total Involvement in the Organisation
10. Organisational Culture.
11. Leadership and Commitment.
Poor
Quality
Performance
Features
Conformance
----------------------------Reliability
Durability
Service
----------------------------Response- of Dealer/
Mfgr. to Customer
Aesthetics of product
Reputation- of
Mfgr./Dealer
Performance
Cost
Service
Features
Customer
Satisfaction
Organisational Diagram
CUSTOMERS
Front-line Staff
Functional
Department
Staff
Sr.
Mgrs
CEO
Q
U
MM
LM
L INPUTs
I
T
Y
Other Staff
SO ..
Quality is a state in which value entitlement is realized for the
customer and provider in every aspect of the business
relationship.
Business quality is highest when the costs are at the
absolute lowest for both the producer & consumer and is
most readily attained when the entirety of the
organizations human resource is engaged..
The
Cost Of TQM
Many
TQM implementation
17
Continuous Process
Improvement
Process
Continuous Process
Improvement
FEEDBACK
INPUT
Materials
Money
Data,etc.
PROCESS
People
Equipment
Method
Environment
Materials
Procedures
CONDITIONS
OUTPUT
Information
Data
Product
Service,etc.
O/P
Act
Study
Plan
Plan
Plan
Do
Phase 7
Phase 2
Act
Study
Phase 6
Standardise the solution
Plan
Do
Phase 3
Develop the optimal solution(s)
Phase 4 Implementation
Seek ways to
Improve it
Implement the
Improved process
Design an
Improved process
22
Kaizen Technique
Kaizen-
Six Sigma
A
25
Sigma programs
Improve quality
Save time
Cut costs
Employed
in
Design
Production
Service
Inventory management
Delivery
26
strong leadership
Defining performance merits
Selecting projects likely to succeed
Selecting and training appropriate people
Basic Quality
Tools
Flowcharts
Check
sheets
Histograms
Pareto Charts
Scatter
diagrams
Control charts
Cause-andeffect diagrams
Run charts
28
ISO
ISO
The
When
THANKYOU