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Total Quality ManagementBy

Mohan Khond

6/2/2011

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What is quality?

It is ratio of performance to expectation

Degree of Excellence (Dictionary Meaning) Quality is fitness for use (Juan 1974)

Quality is conformance to the requirements

or specification (Crosby1979)

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Quality Definitions Quality is what customer say it(Feigenboum)

Quality is loss that a product costs to society after

being shipped other than any losses by its intrinsicfunctions (Taguchi)

The totality of features and characteristics of a

product or services that can bear on its ability to

satisfy stated or implied needs (ISO9000)

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Dimension of Quality Performance

Feature

Conformance Reliability

Durability

Service

Response Aesthetic

Reputation

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Quality control Quality control may be defined as a system that is used to

maintain a desired level of quality in product and service. It is systematic control of various factors that affect the quality

of product

According to Juran Quality control is the regulatory processthrough which we measure actual quality performance,

compare it with standards and act on the difference According to ASQC Quality control is defined as the

operational techniques and the activities which sustain a qualityof product or service that will satisfy given needs; also the useof such techniques and activities

Alford and Beatty defined QC as In broad sense, qualitycontrol is the mechnism by which product are made to measureup to specifications determined from customers, demands andtransferred into sales engineering and manufacturingrequirements , it is concerned with making things right ratherthan discovering and rejecting those made wrong.

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Types of Quality control

Off line quality control- Its procedure deals with measure to select andchoose controllable product and process parameters in such a way thatthe deviation between the product or process output and the standardwill be minimized. Much of this task is accomplished through theproduct and process design

Example Taguchi method, Principles of design method

Statistical process control- SPC involves comparing the out put of a

process or service with a standard and taking remedial actions in caseof discrepancy between the two. It also determine whether a processcan produce a product that meets desired specification or requirements

On line spc means that information is gather about the product ,process or service while it is functional . The corrective action is takenin that operational phase. This is real time basis

Sampling Inspection- For large no of pieces where less precision canbe tolerated. In this Designing Accepting sample plans are moreimportant

A plan that determines the number of items to sample and theacceptance criteria of lot , based on meeting certain stipulatedconditions( such as risk of rejecting a good lot or accepting bad lot) isknown as acceptance sampling plan.

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Total Quality Management TQM is an integrated management approach in

satisfying customer needs in totality on

continuing basis through involvement each andevery employee in the organisation making

continuous improvement on one side and on

appropriate cost effective technology along with

proper solving methodology , on other. TQM is a management philosophy to a journey to

organisational excellence through customer

orientation

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US deptt of Defence

TQM is both a philosophy and set of guiding principlesthat represent the foundation of continuously improvingorganization .

TQM is the application of quantitative method and servicessupplied to an organization, all the processes within anorganization , and the degree to which needs of thecustomers are met, now and in future.

TQM integrate fundamental management techniques,existing improvement efforts and technical tools under adisciplined approach focused on continuous improvement.

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TQM TQM= Summation of (Total +quality+ Management)

Total means-

Complete 100% not even 99.99% In all areas and functions

Encompassing all activities

All employees Every one

All times-Always

Quality means- Degree of excellence a product or service

provide

Management means- act, art, or manner of handling

controlling , directing

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Principle for Total Quality

management

Customer Orientation-It is an obsession for both

internal and external customers and their needs

through regular feed back. Vision- Future vision of an organization leads to

directions values and goals which lift horizons

and raise expectations.

Leadership commitment- Top down commitment

and bottom up initiative . Reduce bureaucracy.

Coach the team and support the efforts

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Principle for Total Quality

management Quality Strategy- This strategy emanate from top.

Defect prevention no inspection. Leads tostrategic goals and plans of action

Values-Translate the organizational strategy intothrust areas .

Quality culture- Not to satisfy quality for quantity.Dedication to continuously strive for improvement

in all producers, activities and services. Everyemployee to strive for professional excellence inown capacity. Constant work for eliminating allwaste

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Principle for Total Quality

management

Employee Empowerment and participation-

Technology cannot innovate, only people

can. Bring about work ethics and attitudinal

changes to harness the potential

,commitment and involvement of people

Team work Approach- It include horizontal, vertical , cross functional approaches.

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Principle for Total Quality

management

Communication-Two way, clear, consistent

and forceful, Essential for open and active

involvement for whole organization.

Process oriented- Not product or result

centered. Each function to reassess its

purpose. Training-Education instead of exhortations

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Principle for Total Quality

management Problem solving and TQM Tools- Identify most

critical quality problems in the organization .

Constitute task forces to work out solutions. Applystandardize simple and proven tools.

Continuous improvement- Not a static but adynamic concept of improvement . Raise benchmark in all areas and achieve organizationalexcellence.

Measurement and Audit-Meticulously planned andperiodic monitoring systems ensure excellence.

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Quality : Then and NowAttributes Quality Yesterday Quality Now

Aim Specification Customer Satisfaction

Function Technical Strategic

Orientation About Product About organization

Responsibility Led by Expert Led by management

Involvement For Inspector For everyone

Attainment With Control With continuous improvement

Methodology Tool philosophy

Approach corrective preventive

End Result Profit Customer delighting

Market Mix no grade Appropriate grade

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Total Employment Involvement Employment Involvement may be defined

as system of communication and

consultation either formal or informal to

keep employees of organization informed

about the affairs of concerns through which

they can express their opinions contribute tomanagerial decisions.

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Why employee involvement?

Expert knowledge sharing

Support in implementing decision

Reduces management labor hassles

Feelings of belonging

Increases commitments Adaptation of changes

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Characteristics of Involvement1. It increase the scope of employees of influence in

decision making at different levels oforganizational hierarchy

2. Participation has to be at different level ofmanagement in regard to policy formulation andexecution

3. It is pre supposes willing acceptance of

responsibilities by workers4. Participative form and practices provide for

association of workers' representatives.

5. Its aim is to transfer management function s toworkers

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Objectives of Employee

Involvement1. Establish good communication system

2. To develop a sense of involvement among workers.

3. Promote mutual understanding between managementand worker force

4. To develop a sense of commitment to decision to whichthey are a party.

5. To create a sense of belongingness among workers.

6. To create a climate for cordial and harmoniousemployer-employee relation.

7. To handle resistance to change.

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Meaning of Leadership Leadership is that outstanding aspect of

management which manifests ability , creativity ,

initiative and which gains confidence cooperationand willing ness of people to work by organizingand building employee moral(john Elover)

Leadership is the name for combination ofqualities by possession of which a person is ableto get something done by others , chiefly becausethrough his influence they become willing to do it(Tead Ordway)

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Definitions of leader Leadership is quality of the behavior of

individual whereby they guide people or

their activities in an organized effort.(Barnard Chester)

It is ability to persuade other to seek definedobjectives enthusiastically. (keith Device)

It is human factors which blinds a grouptogether and motivates towards the goal

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Characteristics of leadership Attention- External and internal customer and their needs.

Leaders place themselves in customers shoes and service

their needs from that perspective. They continually

evaluate the customers' changing requirement.

Empowerment- Empower, rather than control subordinate.

Trust and confidence in his team

Provide the opportunity to flourish subordinate- Provide

resources, training and work environment to help

subordinate to do their jobs.

Motivation- Encourage and recognize team efforts

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Characteristics of leadership Encourage collaboration rather than

competition .

Learning from problem

Good and consistent communicator

Lead by an example

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Quality of the leadership Energy- Physical and mental to perform

various function.

Emotions- A leader should have emotionalfeeling to win and influence the people . Heshould awake the feeling and emotion ofpeople .

Human Relation-Knowledge of humanbehavior and dealing techniques

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Quality of the leadership Unprejudiced and objective-non discrimination,

unbiased, rational

Motivation for common goal

Communication skill

Public address capacity

Adjustment in changing situation Decision making ability

Integrity and honesty