PROJECT REPORT ON

BYSANJAY BHATIA

Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.

Total

Involvement of all levels in the organization Conformance to agreed upon requirements Best use of available resources to achieve Total Quality

Quality

Management

Do the right things right

the first time, every time.

At its simplest, TQM is all managers leading and facilitating all contributors in everyones two main objectives: 1) Total Client Satisfaction through quality products and services; and (2) Continuous Improvements to processes, systems, people, suppliers, partners, products, and services

Helps to focus clearly on the needs of the market Facilitate to aspire for top quality performer Channelises the procedures necessary to achieve quality performance Helps examine critically and continuously all processes to remove non-productive activities and waste Gears organization to fully understand the competition and develop an effective combating strategy Helps develop good procedures for communication Helps revive the process needed to develop the strategy of never ending improvement

CUSTOMER SATISFACTION

LEADERSHIP

QUALITY POLICY

ORGANISATION

STRUCTURE

TRANING

QUALITY COST

EMPLOYEE INVOLVEMENT

QUALITY CIRCLES

REWARD

Counting Tools Customers Quality Culture

EXAMPLE

It is the aim of ABB Kent Meters Ltd to supply products and services which completely satisfy our customers. Kent Meters Mission Statement

14 points for management: 1. Create and publish to all employees a statement of the aims and purposes of the company. The management must demonstrate their commitment to this statement. 2. Learn the new philosophy. 3. Understand the purpose of inspection to reduce the cost and improve the processes. 4. End the practice of awarding business on the basis of price tag alone. 5. Improve constantly and forever the system of production and service.

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10. 11. 12. 13. 14.

Institute training Teach and institute leadership. Drive out fear. Create an environment of innovation. Optimize the team efforts towards the aims and purposes of the company. Eliminate exhortations for the workforce. Eliminate numerical quotas for production. Remove the barriers that rob pride of workmanship. Encourage learning and self-improvement. Take action to accomplish the transformation

In a nutshell, TQM will increase productivity, will eliminate wastes, reduce non-conformances, optimize costs, increase the profitability , will enrich the employees life and will help the industry to meet its societal obligation.
Total Quality Management is a marathon and not a sprint

THANK YOU

Cartoons for total customer satisfaction, total quality management cartoons. Our mission statement sets a very simple objective of delivering total customer satisfaction. We already are better that our competitors in a lot of the things we do and we already have the most committed people in the industry. We will achieve total customer saisfaction through a continuous quality improvement programme, which gets everyone involved in finding new or improved ways of doing things and improving customer service. This process is called Total Quality Management. The result will be a more efficient business and, for everyone in Kent Meters, a better quality of life. My job was to illustrate a 24 page brochure that would be given to all employees to help them understand the need for Total Customer Satisfaction. Quote We give away 450 water meters every day The cost of scrap, rework and warranty returns is equivalent to our giving away 450 meters each day! (Or a Mini car every day!)