Continuous Improvement Tools - Total Quality Management

Elaboration of TQM 

►Total - made up of the whole

►Quality - degree of excellence a product or service provides

►Management - act, art or manner of planning, controlling, directing,….

    Therefore, TQM is the art of managing the whole to achieve excellence.

What does TQM mean? 

An  organization's culture is defined by and supports the constant attainment of customer satisfaction through – an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.

“Do the right things right the first time, every time.”

►   Traditional view:

l  Quality cannot be improved without significant losses in productivity.

►   TQM view:

l  Improved quality leads to improved productivity.

Basic Tenets of TQM

►   1.  The customer makes the ultimate determination of quality.

►   2.  Top management must provide leadership and support for all quality initiatives.

►   3.  Preventing variability is the key to producing high quality.

►   4.  Quality goals are a moving target, thereby requiring a commitment toward continuous improvement.

►   5.  Improving quality  requires the establishment of effective metrics. We must speak with data and facts not just opinions.

The three aspects of TQM

Counting - Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems

Customers : Quality for the customer as a driving force and central concern.

Culture: Shared values and beliefs, expressed by leaders, that define and support quality.

Value-based Approach

►   Manufacturing Dimensions

l  Performance

l  Features

l  Reliability

l  Conformance

l  Durability

l  Serviceability

l  Aesthetics

l  Perceived quality

►   Service Dimensions

l  Reliability

l  Responsiveness

l  Assurance

l  Empathy

l  Tangibles

Continuous Improvement versus Traditional Approach
Traditional Approach				Continuous Improvement
►Market-share focus				►Customer focus
►Individuals				►Cross-functional teams
►Focus on ‘who” and “why”				►Focus on “what” and “how”
►Short-term focus				►Long-term focus
►Status quo focus				►Continuous improvement
►Product focus				►Process improvement focus
►Innovation				►Incremental improvements
►Fire fighting				►Problem solving

Quality Throughout

►“A Customer’s impression of quality begins with the initial contact with the
company and continues through the life of the product.”
Customers look to the total package - sales, service during the sale,
packaging, deliver, and service after the sale.
Quality extends to how the receptionist answers the phone, how managers
treat subordinates, how courteous sales and repair  people are, and how
the product is serviced after the sale.
►“All departments of the company must strive to improve the quality of their operations.”