WELCOME TO PRESENTATION

RANA PRIYA BARUA, ID-18282017

What is Quality ?
 Conformance to specification
 Fitnessfor use
 Value for price paid.
 Support service
 Psychological

 Quality is defined as ‘ the totality features

and characteristics of the product that satisfy
consumer needs or intended purpose”.
The eight dimension of quality
1. Performance
2. Feature
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived quality
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 IS TQM?
Meeting quality expectations as defined
by the customer.
Integrated organizational effort design to
improve quality of processes at every
business level.
History of TQM
Name
1.Walter A. Shewhart 1920s and1930s Grandfather of Quality control
(1891-1967) Concept of “Control chart”
2.W. Edwards Deming 1940s and1950s Father of Quality Control
(1900-1993) Concept of “PDCA cycle”
15% worker & 85% system eror
3.Joseph M. Juran 1950s Define quality-Fitness for use
(1904-2008) Cost of quality, Quality
Triology
4.Armand V. Feigenbaum 1960s Concept of Total Quality
Control
5.Philip B. Cosby 1970s Zero defects philosophy
(1926-2001) Do it right the first time.
6. Ishikawa (1915-1987) Cause and effect diagram
TQM philosophy
 Focus on customer
 Continuous Improvement
 Quality at source
 Employee empowerment
Traditional approach and TQM
Quality element Previous State TQM
Definition Product-oriented Customer-oriented
Priorities Second to service and cost First among equals of
service and cost
Decisions Short-term Long-term
Emphasis Detection Prevention
Errors Operations System
Responsibility Quality control Everyone
Problem solving Managers Teams
Manager’s role Plan, assign, control and Delegate, coach, facilitate
enforce and mentor
Element of TQM
Key element General eight element
Focus on customer Ethics
Integrity
Employee involvement Trust
Training
Continuous improvement Teamwork
Leadership
Recognition
Communication
Ways of Improving quality
Plan-Do-Check-Act (PDCA) cycle
• Also called Deming wheel
• Circular, never ending problem solving process
 Quality Function Deplotment (QFD)
• Used to translate customer preferences to design
Seven tools of Quality Control
• Tools typically taught to problem solving teams
Steps in TQM process
PLAN DO

1. Policies and objectives 3. Education and training

2. Methods to achieve objectives 4. Implementation of changes

ACT CHECK

7. Prevent undesired effects 5. Observe result

8. Measure for improvement 6. Analyse result
How to implement TQM
Process improvement tools
Benefits of TQM
Greater customer loyality
Market share improvement
High stock price
Reduce service calls
Higher prices
Greater productivity
Barriers in successful TQM
 Lack of understanding of the TQM
concept.
 Absence of visible support from senior
and top management.
 Many layers of existing organisation
structure.
 Poor internal communication.
 Heavy workloads.
Conclusion
Remember the earth revolves around the
Customer.

Quality begets customers and customers

begets quality. Let us all have action plans
to support quality, this will make the
customer happy and by following TQM
success will be achieved.
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Thank you