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TOTAL QUALITY

MANAGEMENT

(TQM) BY

ADNAN JANJUA

INTRODUCTION TO TQM

What is TQM?

TQM is the integration of all functions and

processes within an organization in order to achieve

continuous improvement of the quality of goods and

services. The goal is customer satisfaction.

“ No doubt , humans are always deficient”

(Al-Quran)

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.

Total Quality Management

A FUNDAMENTAL CONCEPT OF TQM

FROM BS 7850 - A ‘PROCESS’

“A set of inter-related resources and activities which transform inputs into outputs.” (ISO 8402).

“Any activity that accepts inputs, adds values to these inputs for customers, and produces outputs for these customers. The customers may be either internal or external to the organization.” (BS 7850)

TQM & organizational Cultural Change

Traditional Approach

Lack of communication

Control of staff

Inspection & fire fighting

Internal focus on rule

Stability seeking

Adversarial relations

Allocating blame

TQM

Open communications

Empowerment

Prevention

External focus on customer

Continuous improvement

Co-operative relations

Solving problems at their roots

Controls

Process OutputsInputs

Resources

"THE SIMPLE PROCESS"

(Source: BS 7850: 1992, “Total Quality Management”)

ELEMENTS OF TQM

Leadership

Top management vision, planning and support.

Employee involvement

All employees assume responsibility for the

quality of their work.

Product/Process Excellence

Involves the process for continuous

improvement.

ELEMENTS FOR SUCCESS

Management Support Mission Statement Proper Planning Customer and Bottom Line Focus Measurement Empowerment Teamwork/Effective Meetings Continuous Process Improvement Dedicated Resources

THE TQM SYSTEMTotal Quality Management

Customer

Focus

Process

Improvement

Total

Involvement

Leadership

Education and Training Supportive structure

Communications Reward and recognition

Measurement

Continuous

ImprovementObjective

Principles

Elements

CONTINUOUS IMPROVEMENT

Do

Act

Check

Objective and processes to meet

customer need and organizational

policies

Implement Processes

Monitor and measure process. Report

result

Adapt, Improve and change processes

TQM TOOLS

Quality function deployment (QFD)

Pareto charts

Process charts

Cause & effect diagrams

Statistical process control (SPC)

TOTAL QUALITY MANAGEMENT

SEVEN BASIC QUALITY TOOLS

INTRODUCTION

Quality tools are more specific - tools which

can be applied to solving problems in

improving quality in organizations,

manufacturing, or even in individual

processes.

They were first emphasized by Kaoru

Ishikawa, professor of engineering at Tokyo

University and the father of “quality circles”.

SEVEN BASIC QUALITY TOOLS

HISTOGRAM

PARETO CHART

CAUSE & EFFECT

FLOWCHART

CHECK SHEET

CONTROL CHART

SCATTER DIAGRAM

HISTOGRAMS

A histogram is a bar graph that shows frequency

data.

Histograms provide the easiest way to evaluate

the distribution of data.

PARETO CHART

The Pareto Chart is a histogram ordered by the frequency of result occurrences,

showing how many results were generated by the type or category of the

identified cause.

The relative position of the occurrences is used to guide corrective actions.

• The corrective actions must initially focus on the problems that are causing the majority of defects.

PARETO CHART

0

10

20

30

40

50

60

70

80

90

100

110

120

130

Poor documentation

Delays on the technical

specif ications

Delay to prepare the purchase

order

Lack of stock Importing problems

Lack of human resources

Transport Failure Other

CAUSE AND EFFECT DIAGRAM

It shows how several causes relate themselves to problems or potential effects.

Also known as Ishikawa Diagram or Fishbone Diagram.

CAUSE AND EFFECT DIAGRAM

FLOWCHARTING

A flowchart is any chart that depicts how several elements interact with each other

Here are a few flowcharting techniques that are usually used in quality management

• Cause and Effect Diagram

• Systems or Process Flowcharts

CONTROL CHARTS

Control charts present the results of a process over time.

They are used to determine if the process is under control.

They are used to monitor any type of variable output.

Can be used to monitor

• Cost and schedule variances;

• Volume and frequency of changes;

• Errors in the project documentation

CHECKLIST

It is a list with previously defined

options that are used as a guide to

control risks.

It allows a thorough evaluation in a short

period of time.

SCATTER DIAGRAMS

Scatter Diagrams are used to study and identify

the possible relationship between the changes

observed in two different sets of variables.

SCATTER DIAGRAM

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