Total Quality Management:

Introduction
Saif Ullah Khan
IMS – University of Peshawar
 Total – Made up of the whole

Quality – Fitness to Purpose

Definition
Management – Getting things done with
and through people.

Therefore, TQM can be defined as

“Management of the whole organization
to achieve a fitness to purpose.
 Basic Approach
1. A committed and involved management to provide long
term top to bottom organizational support.
2. An unwavering focus on customers, both internally and
externally.
3. Effective involvement and utilization of the entire
workforce.
4. Continuous improvement of the business and
production processes.
5. Treating suppliers as partners.
6. Establish performance measures for the processes.
 Gurus of TQM
Name Contribution

Walter Shewhart Spent his career in Western Electrics and Bell Telephone Laboratories
Developed Control Chart Theory
Developed PSDA Cycle
Book: Economic Control of Quality of Manufactured Products

Ronald Fisher Developed Design of Experiments

Developed the ANOVA technique
Books: Statistical Method for the Research Worker
Design of Experiments

Edward Deming Deming’s 14 Principles

Books: Out of Crisis
Quality, Productivity and Competitive Position
Joseph Juran Juran’s Trilogy.
Book: Juran’s Quality Control Handbook
 Gurus of TQM (Continued)
Name Contribution

Armand Put customer satisfaction at the forefront of quality management

Feigenbaum Book: Total Quality Control

Kaoru Statistical Process Control

Ishikawa Ishikawa Diagram

Philip Crosby Zero Defects, do it right for the first time

Books: Quality is Free
Quality without tears

Genichi Developed Loss Function “that combines cost, target and variation into one metric”.
Taguchi Taguchi Quality Engineering
TQM Framework
 Dimensions of Quality

Dimensions Meaning and Example

Performance Primary Product Characteristics, such, as the mobile’s ability to send and receive signals.
Features Secondary Characteristics of a product, such, camera on a mobile
Conformance Meeting specifications and Industry Standards, such, USB 2.0
Reliability Consistent performance over time, such, same quality of food at a restaurant
Durability Useful life of a product, such, the number of kilometers a marker can write
Service Resolution of problems and complaint, such, Jockey 777 vs Singer
Response Human to human interface, such, the courtesy of the Waiter
Aesthetics Sensory Characteristics , such, Color and design
Reputation Past performance and other intagibles, such, Ranked Number 1, since 1972
 1. Lack of Management Commitment
2. Inability to Change Organizational Culture
3. Improper Planning
4. Lack of Continuous Training and Education
5. Incompatible Organizational Structure and Isolated
Individuals and Departments
Obstacles 6. Ineffective Management Techniques and Lack of
Access to Data and Results
7. Paying Inadequate Attention to External and
Internal Customers
8. Inadequate Use of Empowerment and Teamwork
9. Failure to Continually Improve
 • Working in a group of up to four (04), prepare the
following in the form of a Presentation:
1. Identify an Organization and discuss how they
have implemented the basic approach of TQM and
how can they apply the principles they have not
applied.
Assignment 2. For the same Organization select a product or
service and apply the dimensions of quality to that
product.
3. Also identify the reasons because of which that
organization cannot completely embrace TQM
philosophy.