TQM

1
Chapter 9 10

• TQM Continuous Improvement

2
Total Quality Management

• A philosophy that involves everyone in an
  organization to
• Continuously improve quality and
• Achieve customer satisfaction (delight).

3
TQM Approach

• Improve customer involvement, find out what
  customers want
• Design products to meet or exceed what customers
  want
• Achieve mistake-proof processes (poka-yoke)
• Monitor results and try to improve
• Reach out to your suppliers, expand these
  concepts to the distribution system

4
Basic Elements of TQM

• Continuous improvement
• Competitive benchmarking
• Employee empowerment
• Team approach in problem solving
• Supplier quality

5
Continuous Improvement

• Philosophy that seeks to make never-ending
  improvements to the process of converting inputs
  into outputs.
• Kaizen Japanese wordfor continuous improvement.

• Fundamental organizational culture changes are
  needed

6
Employee Empowerment
Competitive Benchmarking

• Identify those companies that are best at one
  operation
• Study their operation to improve own performance

• Quality at the Source The philosophy of making
  each worker responsible for the quality of his or
  her work.
• Employee Training Programs
• Quality Circles

7
Problem Solving
Supplier Quality

• Make the suppliers a part of the TQM program
• Arms length relationships replaced by long
  lasting, trust based cooperation

• An essential part of decision making
• Problems identified and solved by teams

8
TQM Problem Solving Approach

• Define the problem and establish an improvement
  goal
• Collect data
• Analyze the problem
• Generate potential solutions
• Choose a solution
• Implement the solution
• Monitor the solution to see if it accomplishes
  the goal

9
Process Improvement and Tools

• Process improvement - a systematic approach to
  improving a process
• Process mapping
• Analyze the process
• Redesign the process

• Tools
• There are a number of tools that can be used for
  problem solving and process improvement
• Tools aid in data collection and interpretation,
  and provide the basis for decision making

10
Basic Quality Tools

• Check sheets
• Flowcharts
• Scatter diagrams
• Histograms
• Pareto analysis
• Control charts
• Cause-and-effect diagrams
• Run charts

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Check Sheet
Run Chart
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Pareto Analysis
80 of the problems may be attributed to 20 of
the causes.
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Cause-and-Effect Diagram
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Methods for Generating Ideas

• Brainstorming
• Quality circles
• Groups of employees meeting regularly to improve
  products processes
• Interviewing
• Benchmarking
• Measuring the performance against the best in
  industry
• 5W2H
• What, why, where,when,who,how, how much