TQM

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TQM

• TOTAL QUALITY MANAGEMENT

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TQM

• Total quality management is a systemic approach
  to productivity improvement using qualitative and
  quantitative methods and involving all
  stakeholders to continuously improve the quality
  of all products and services.

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TQM

• TQM IS PURE PRAGMATISM
• (HUTCHINS, ACHIEVE TOTAL
  QUALITY,1992)
• TQM IS NOT A DESTINATION BUT A JOURNEY TOWARDS
  IMPROVEMENT
• (HUNT, MANAGING FOR
  QUALITY,1991)

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TQM

• IS THE SET OF MANAGEMENT PROCESSES AND SYSTEMS
  THAT CREATE DELIGHTED CUSTOMERS THROUGH EMPOWERED
  EMPLOYEES, LEADING TO HIGHER REVENUES LOWER
  COST
• THE JURAN INSTITUTE, Inc.

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TQM

• It is the process of individual organizational
  development the purpose of which is to increase
  the level of satisfaction of all the stakeholders
• PIKE, R J BARNES

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WHY TQM?
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B/C IT IS FOR BENEFIT OF ALL STAKEHOLDERS

• INTERNAL SATKEHOLDER
• EXTERNAL STAKEHOLDER

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COMPONENTS OF TQM

1. PRICE REDUCTION
2. CUSTOMER SATISFACTION
3. INVOLVEMENT OF EVERYONE
4. CONTINUOUS QUALITY IMPROVEMENT
5. LEADERSHIP

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COMPONENTS OF TQM (ROVER GROUP)
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PRICE REDUCTION

• COST AN ESSENTIAL ELEMENT OF TQM
• CROSBY PHILOSPHY
• QUALITY IS FREE
• QLTY IS THE RIGHT OF CUSTOMER

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Who determines quality?

• THE CUSTOMER
• If the customer does not perceive you as offering
  quality service you are not.

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Customer Focus

• CUSTMER IS GOD
• (CHINESE SAYING)

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PERCEPTION IS TRUTH
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INVOLVEMENT OF EVERYONE
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CONTINUOUS IMPROVEMENT

• Improve each and everyday - Do not focus on
  problems, focus on improvements.
• IF YOURE NOT PART OF THE SOLUTION, YOURE PART
  OF THE PROBLEM.

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CONTINUOUS IMPROVEMENT

• Customers are not interested in excuses, theyre
  interested in results.
• Be proactive - because if you dont someone else
  will.
• Ishikawa Says The organization which does
  not make a change in the 06 months is a dead
  organizations

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CONTINUOUS IMPROVEMENT

• KAIZEN JAPANESE SYNONYM FOR CQI
• THE FAMOUS HADITH HE WAS DESTROYED WHOSE
  PAST WAS NOT BETTER THAN HIS YESTERDAY

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LEADERSHIP

• NO EFFORT FOR QUALITY IMPROVEMENT CAN SUCCEED
  WITHOUT COMMITMENT OF TOP MANAGEMENT

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LEADERSHIP
A NATION WITHOUT LEADERSHIP IS THE HERD OF SWINE
EINSTEIN