Total Quality Management can be defined as an integrated organizational management

approach to avail a long term success through customer satisfaction. In a TQM process, all
members of an organization are expected to participate in improving processes, products,
services, and the culture in which they work.

With the aim to deliver the highest quality with the lowest cost, Six Sigma carries forward
the goal of TQM with much more high precision by using the right tools and methods to
accomplish a successful business with the utmost quality and huge profit.

The term “Six Sigma” was coined by Bill Smith, an engineer with Motorola. In 1970s
Motorola started experimenting with problem-solving methods through statistical analysis tools
and later in the 1980s officially launched its Six Sigma program.

Sigma is a thought-provoking methodology used for increasing the spectrum of

improvement choices for a business based on the calculated risks and measures, so as to opt for
the path to get the best possible quality for the product or service being rendered by the
customer and hence satisfy their needs.

Objectives of Six Sigma in TQM

Sigma involves the use of advanced statistical tools in the management process within a
structured methodology for gaining the insight needed to achieve better quality products and
services than any other providers in the market and also helps in reducing the defect count
efficiently and prevent defects from occurring in future. Hence, to help this process Six Sigma
believes in achieving the following objectives:

To reduce defects in the processes, products, and services provided to the customers.

To use statistical approach and scientific methods to crack down the best technique to be
implemented for achieving total quality.

Six Sigma emphasizes following the DMAIC approach (define, measure, analyze and control) to
tackle the problems.

To put the continuous effort in improving and arranging the best bottom line plan to fulfill all
the responsibility.

Organizations implementing a Six Sigma programs, often involve a team that is assigned well-
defined projects capable of directly impacting the bottom line.
Total Quality through Six Sigma

Irrespective of how conventional the methods of Six Sigma might seem, but the ways are not as
it stresses on the fact to think and approach the issues on hand with new alternatives to achieve
Total Quality. It focuses on an attempt to analyze the management process and decode a plan
which can be improvised to get the best possible solution.

Six Sigma Implementation

Six Sigma helps in attaining the goal of total quality management by addressing the following
points and making sure that they are implemented in order to meet the customers need:

1. Leadership Commitment

Six Sigma provides the top management officials and senior leadership with equipped training
in the principles and statistical tools which are needed to direct the development of a
management infrastructure using the Six Sigma program. This involves tackling any obstacles
which may arise in the levels of organizational hierarchy and providing the liberty to experiment
and modify the ways to those working on the module to think and rebuild the bottom line plan.

2. Customer Focus

With the focus on customers needs and to meet the desired outcome, Six Sigma works on
eliminating the opportunities for defects in the future and also helps to make the Systems that
are developed much more defect free. It also helps in maintaining and establishing close
relationships with external customers and internal customers (employees).

3. Strategic Deployment

Sigma focuses on a high-end strategic deployment approach for building the company’s
resources with the right support, right people, right project, and the right tool for identifying
and working on the root cause to improvise the performance metrics.

4. Integrated Infrastructure

There is a proper allotment of work in an organization to the Six Sigma project team to ensure
that the program is effectively implemented which consists of the following levels:

Leadership Team – Whose purpose is to define and review the project’s progress.

The Champion – Who acts as a leader and removes the obstacles if any, for the project team.
The Master Black Belt – Acts as a technical guide and provides complete knowledge of quality
tools being used for the development of the system.

The Black Belt – Controls the project.

The Green Belt – Supports the Black Belt.

5. Disciplined Framework

Six Sigma projects are implemented using the DMAIC approach (define, measure, analyze and
control) which gives a clear road map to be followed. Hence, a disciplined framework like this
helps in maintaining constant progress in analyzing and improvising to achieve total quality in
the system.

6. Education and Training

A top-to-bottom training procedure is followed in the Six Sigma program and system
improvement methodologies for all levels in the organizational hierarchy. As an innovation-
driven methodology, it thoroughly utilizes the quality and statistical tools to transform a
practical problem to a practical solution by new ways and thus helps in achieving a defect free
system with total quality.

Approaches of Six Sigma

There are two approaches that Six Sigma practices:

1. DMAIC

This approach is based on the organization which is developing the system for customers. It
helps in improving the existing business system by following these steps:

Define Measure Analyze Improve Control

2. DMADV

This approach is based on customers need and satisfaction when there is a need to create a new
design or product and it follows these steps:

Define Measure Analyze Design Verify

Conclusion

In conclusion, Six Sigma’s technique makes it stand out from other quality initiatives in the
market. Six Sigma program involves the use of quality and statistical tools in a structured fashion
for gaining the insight needed to attain better, faster and less expensive products and services
than those offered by their contemporaries. The results have also spoken to the organizations
by ensuring Total Quality Management to them and hence proved efficient in fulfilling
customers need and expectations successfully.
 HOLY NAME UNIVERSITY
Janssen Heights, Dampas District, Tagbilaran City

THE SIX SIGMA IN TOTAL QUALITY MANAGEMENT

In Partial Fulfillment

for the Course CBM 100

By:

SABIDOR, Christie Mae J.