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COMPONENTS OF TQM
1. 2. 3. 4. PRICE REDUCTION CUSTOMER SATISFACTION INVOLVEMENT OF EVERYONE CONTINUOUS QUALITY IMPROVEMENT 5. LEADERSHIP
DEFINING QUALITY
The definition of quality depends on the role of the people defining it. Most consumers have a difficult time defining quality, but they know it when they see it. The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.
COST OF QUALITY
The cost of quality isnt the price of creating a quality product or service. Its the cost of NOT creating a quality product or service.
Every time work is redone, the cost of quality increases. Obvious examples include: The reworking of a manufactured item. The retesting of an assembly The rebuilding of a tool The correction of a bank statement
COST OF QUALITY
The cost of quality isnt the price of creating a quality product or service. Its the cost of NOT creating a quality product or service. Every time work is redone, the cost of quality increases. Obvious examples include: The reworking of a manufactured item. The retesting of an assembly The rebuilding of a tool The correction of a bank statement
The reworking of a service, such as the reprocessing of a loan operation or the replacement of a food order in a restaurant
This concept was questioned by quality pioneers like Juran and Feigenbaum. Juran examined economics of quality and concluded the benefits outweighed the costs. Feigenbaum introduced total quality control and developed the principles that quality is everyones job, thus expending the notion of quality cost beyond the manufacturing function. In 1979 Crosby introduced the new popular concept that quality is free.
Features
MARKET CHANGES
Market more Customer-oriented competitive Demand is defined by Users. Quality management is a necessity for survival and growth of the organization in a global environment.
MM
A L
LM
I T Y
Other Staff
INPUTs
2.
3. 4. 5. 6.
Management commitment to TQM principles and methods & long term Quality plans for the Organization Focus on customers internal & external Quality at all levels of the work force. Continuous improvement of the production/business process. Treating suppliers as partners Establish performance measures for the processes.
BENEFITS OF QUALITY
Higher customer satisfaction Reliable products/services Better efficiency of operations More productivity & profit Better morale of work force Less wastage costs Less Inspection costs Improved process More market share Spread of happiness & prosperity Better quality of life for all.
pro-active Begin with the end in mind Put first things first Think win-win Seek first to understand, then to be understood Synergy Sharpen the saw
All are responsible for quality improvement especially the senior management & CEOs Ensure that the teams decision is in harmony with the quality statements of the organization Senior TQM leaders must read TQM literature and attend conferences to be aware of TQM tools and methods Senior managers must take part in award and recognition ceremonies for celebrating the quality successes of the organization Coaching others and teaching in TQM seminars Senior managers must liaise with internal ,external and suppliers through visits, focus groups, surveys and etc. They must live and communicate TQM.
CUSTOMERS
the opportunity Analyze the current process Develop the optimal solution(s) Implement changes Study the results Standardize the solution Plan for the future.
Phase 6
Standardise the solution
Study
Phase 4 Implementation
TQM
Open communications Empowerment
Prevention
External focus on customer Continuous improvement
Co-operative relations
Solving problems at their roots