13-08-2019

Total quality management

[ tqm ]

Dr. S. SARAVANASANKAR
Department of Mechanical Engineering
KALASALINGAM ACADEMY OF RESEARCH AND EDUCATION
July 2019

TOTAL QUALITY MANAGEMENT (TQM)

Total – Made up of the whole

Quality – Degree of Excellence a product exhibits
Management – Art/Act of directing/controlling/handling people, material,
machines and the system

Total Quality Management (TQM) means an art of managing the

whole(system) to achieve excellence, in what the organisation does/produces.

TQM is basically defined as a philosophy or set of guiding principles which

helps to apply quantitative techniques/tools to improve all the processes in the
organisation, on a continuous basis, by involving all the stakeholders and
thereby producing products/services that will surpass the needs and
expectation of its customers.

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QUALITY – A Historical Perspective

Stone Age Era and after … Craftsman produced one or two
masterpiece
Skill of the craftsman decided the
quality of the master piece

During I Industrial Revolution - multiple pieces of the same product

- multiple workers & supervisors
Supervision and Inspection

During II Industrial Revolution – sophistication of machines, mass

production of products
- Quality Control (QC) department

After World War II - Japan Miracle lead to Quality Revolution

focus on the process:
Statistical Quality Control (SQC), Quality Assurance (QA)
focus on customer need:
Total Quality Control (TQC), Total Quality Management (TQM),

QUALITY

1. Fitness for purpose - whether the product works well, for which it is meant
2. Conformance to requirements –whether it fulfils to the intended requirements
3. Grade whether it has the features like taste, colour, performance …known as
Quality Characteristic
4. Degree of preference – whether it is preferred over the competing products
5. Degree of Excellence – whether it exhibits excellence
6. Measure of fulfilment of promises -whether fulfils promises made to
customer
7. Degree of abilities
Reliability Durability Maintainability Versatility Safety Affordability

Overall --- Satisfiability

Quality is the Perception of the Customer

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QUALITY OF PERFORMANCE
Quality of Performance is concerned with how well the manufactured
product gives its performance
It depends on (i) Quality of Design and
(ii) Quality of Conformance
Quality of Design is concerned with the tightness of specifications for the
manufacture of the product
Stringent the specification, more the Quality of Design
Quality of Conformance is concerned with how well the manufactured
product conform to the Quality of Design
Higher the conformity, more the Quality of
Conformance

Higher the Quality of Performance, More will be the Cost and so the Value of
Quality
Optimum Quality – Maximum Value at the Affordable Cost

TQM FRAMEWORK

1. Application of Principles and Guidelines developed by the Seven Gurus of

Quality, for
Involvement and commitment of the management and the leaders
Focusing on customers
Utilising the workforce
Continuous effort for improvement
Supplier partnership
Devising Performance Measures for all the processes
2. Application of these Principles and Guidelines, by all the Stakeholders
concerned
3. Application of different Tools and Techniques (developed by the Quality
Gurus) for the process improvement on a continuous basis
4. The product quality should aim at exceeding customer’s need, all the time.

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TQM FRAMEWORK

QUALITY GURUS

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SIX BASIC CONCEPTS OF TQM

1. A committed and involved management to provide long term, top-to-
bottom organisational support
Quality Council Vision, Mission & Goals Quality Policy
2. An unwavering focus on the customer
Internal & External Customer, Listen to Voice of Customer, Customer is God
3. Effective involvement and utilisation of the entire work force
Quality is everybody’s responsibility (CEO to Khalasy),
All must be trained in TQM philosophy and tools
4. Continuous improvement of every process
Improvement is not a onetime project.
Excellence is possible only through continuous improvement
3. Treating suppliers as partners
40 percent of a product are bought out item – Suppliers are like partners
Quality and life cost of a part is more important than its price
6. Establish performance measures for each process
Without a yardstick comparison is not possible