Total Quality Management Philosophy TOPIC 3 Evolution of

Total Quality Management Philosophy TOPIC 3 Evolution of TQM Defining TQM Stages in TQM Implementation TQM Models

Evolution of TQM INS QC QA TQM

Evolution of TQM 1. Inspection - identifying non-conformities end justifies means - 2. Quality Control - process performance data - statistical tools - quality planning - control instrumentation 3. Quality Assurance - system certification - documentation - quality manuals - quality cost 4. TQM - customer focus - employer involvement - continuous improvement - performance measurement

DEFINING TQM l l A total approach to put quality in every aspect of management. (Bill Creech) TQM is an evolving system of practices, tools and training methods for managing companies to provide customer satisfaction in a rapidly changing world. (David Walden) TQM means satisfying customers first time every time. It means enabling your employee to solve problems and eliminate waste. (Kit Sadgrove) Total Quality is defined as Fitness for use or purpose. (Joseph Juran)

Stages in TQM Implementation l Stages of Development During TQM Implementation IV III II I

Stages in TQM Implementation Stage III Stage IV Stage III Empowerment Common Vision Team Work Key factors for Stagewise Improvement

TQM Models 1. TQM Transition Model 2. Integrated TQM Model

TQM Transition Model Vision Ø Benchmarking Ø Evaluation Ø Strategic Planning Ø Long Term Perspective Ø Appraisal P 1 P 3 Ø Admin. Audit Customer Focus Continuous Improvement PDCA Creativity 5 S P 2 Ø Preventive Mechanism Ø Index for Quality Ø Scientific Method Involvement of All Team Attitude Reward

TQM Transition Model l P 1 – planning P 2 – doing (system component) P 3 – checking (human component)

Integrated TQM Model Management Leadership Customer Focus Product/Process Excellence Human Resource Excellence

l Management Leadership It incorporates: Proper vision. 100% commitment from management Motivation to employees Strategic planning l Product/ Process Excellence It reflects the system component of TQM: 1. Continuous Improvement 2. Preventive Measures 3. Documentation 4. Data Based Approach l Human Resource Excellence It reflects the human component of TQM: 1. Training 2. Team Building 3. Information flow 4. Crossfuctional Style