Beruflich Dokumente
Kultur Dokumente
Presented By: Ms. Irum Shahzadi Lecture For MBA 4th 27.03.2013
Contents
Background and Historical review of Quality Management, Total Quality Management (Definition), Goal of the TQM, 8 Principles of Total Quality Management.
Laboratories, USA developed a statistical chart for the control of product variables. World War II caused a dramatic increase in emphasis on quality control. In 1946,the American Society for Quality Control was formed. In 1950, W. Edwards Deming (American), who learnt QC from Shewhart, taught to Japanese engineers and CEOs (14 points) Dr. Armand Feiganbaum wrote Total Quality Management in 1950. In 1954,Joseph Juran taught Japanese managements their responsibility to achieve quality. (10 points)
implementation miracles.
Dr. Ishikawa was student of Deming, Juran and Feiganbaum.
In 1980s TQM principles and methods became popular. In 1990s ,the ISO 9000 model became the world-wide
Concerning all systems, processes and resources to bring constant improvement in the quality of each and every function, activity, product or service of a company to satisfy internal as well as external customers to achieve the organizational goals.
1. Customer-oriented 2. Leadership Role 3. Involvement of people 4. Continuous improvement 5. Mutual beneficial Supplier Relationship 6. Process approach 7. System approach to Mgt 8. Factual decision making
To be successful implementing TQM, an organization must concentrate on the eight key elements
1. Customer focus
"Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations".
An excellent place to start is by satisfying internal customers. We must listen to the voice of the customers and emphasize
1. Customer focus
Steps in application of this principle are ...
Understand customer needs and expectations for products. Ensure a balanced approach among customers and other stake
holders (owners, people, suppliers, local communities and society at large) needs and expectations. Communicate these needs and expectations throughout the organization. Measure customer satisfaction & act on results, and Manage customer relationships.
2. Leadership Role
"Leaders establish unity of purpose and provide direction and long term (Top to Bottom) support for all quality initiatives. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives."
Quality goals are a moving target (a journey), thereby requiring a
commitment toward continuous improvement. A quality council must be established to develop a clear vision and to direct the program. Quality goals are included in the business plan. An annual quality improvement program is established and involves input from the entire work force. TQM is a continual activity that must be entrenched in the culture
2. Leadership Role
Steps in application of this principle are ...
Be proactive and lead by example.
suppliers, local communities and society at large. Establish a clear vision of the organization's future, shared values and ethical role models at all levels of the organization. Build trust and eliminate fear. Provide people with the required resources and freedom to act with responsibility and accountability. Inspire, encourage and recognize people's contributions. Promote open and honest communication. Educate, train and coach people. Set challenging goals and targets, and implement a strategy to achieve these goals and targets.
3. Involvement of People
"People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit".
To become successful in business, teamwork is also a key element of TQM. Insure employee involvement by giving them authority, removing fear from
work place, then empower employee. Then provide the proper environment.
Quality is not only the responsibility of Quality Control, each employee
better solutions to problems. Only employees can provide more permanent improvements in processes and operations.
3. Involvement of People
Steps in application of this principle are...
Accept ownership and responsibility to solve problems. Actively seek opportunities to make improvements, and enhance
competencies, knowledge and experience. Freely share knowledge & experience in teams. Focus on the creation of value for customers. Be innovative in fostering the organization's objectives. Improve the way of representing the organization to customers, local communities and society at large. Help people derive satisfaction from their work, and Make people enthusiastic and proud to be part of the organization
4. Continuous improvement
"Continual improvement should be a permanent objective of the
time delivery, order entry efficiency, billing error rate, customer satisfaction, scrape reduction, supplier management. Technical techniques such as SPC, bench marking, quality function deployment, ISO 9000 are excellent problem solving Continuous attempt made to improve quality by new technology or methods e.g. using analytical, quality tools and creative thinking to become more efficient and effective.
4. Continuous improvement
Steps in application of this principle are ...
Make continual improvement of products, processes and systems an
objective for every individual in the organization and then apply it. Use periodic assessments against established criteria of excellence to identify areas for potential improvement. Continually improve the efficiency and effectiveness of all processes. Promote prevention based activities. Provide every member of the organization with appropriate education and training about the methods and tools of continual improvement such as the Plan-Do-Check-Act cycle , problem solving , process re-engineering, and process innovation. Establish measures and goals to guide and track improvements, and Recognize improvements.
long-term considerations for the organization and society at large. Create clear and open communications. Initiate joint development and improvement of products and processes. Jointly establish a clear understanding of customers' needs. Share information and future plans, and Recognize supplier improvements and achievements.
6. Process approach
A desired result is achieved more efficiently when related
resources and activities are managed as a process."
6. Process approach
Steps in application of this principle are ... Define the process to achieve the desired result. Identify and measure the inputs and outputs of the process. Identify the interfaces of the process with the functions of the organization. Evaluate possible risks, consequences and impacts of processes. Establish clear responsibility, authority, and accountability for managing the process. Identify internal and external customers, suppliers and other stake holders of the process, and When designing processes consider process steps, flow of activities, control measures, training needs, information and other resources to achieve the desired result.
component.
objective. Structure the system to achieve the objective in the most efficient way. Understand the interdependencies among the processes of the system. Continually improve the system through measurement and evaluation, and Estimate the resource requirements and establish resource constraints prior to action.
information."
Decision making must be ONLY on data, not personal or situational thinking.You must speak with data and facts not just opinions. The results of TQM should be shared with all relevant members
of the organization.
objective.
Ensure that the data and information are sufficiently accurate,