TOTAL QUALITY

MANAGEMENT
By
( TQM )
Aziz Ahmed Ch.
Email: azizahmedch@yahoo.com

School of Fashion & Textile,The University of Lahore,Islamabad. 1

LECTURE #3

PRINCIPLES
OF
QUALITY MANAGEMENT

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HIGHLIGHTS

 Definition of Quality.
 Internal & External Customers.
 Vision Statements.
 Mission Statements.
 Objectives.

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HIGHLIGHTS

 Goals.
 Targets.
 Action Plans.
 Ten principles of Quality Management.
 Philosophies of Quality Gurus.

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INTERNATIONAL
DEINITION OF
‘QUALITY ’
“Totality of features and characteristics of a
product that bears on its ability to satisfy the
stated or implied need.”

“A product or Service free of deficiencies.”

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DEINITION OF ‘QUALITY ’

 Quality is confirming to Specifications.

 Fitness for use.
 Customer Satisfaction.
1.Utility Value.
2.Affordable Cost.
3.Longer Life.
4.Reliable Performance.
5.Product Look.
6.Ease to Maintenance.

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VISION STATEMENT

Vision statement is written by looking ahead

into the future. It aims on higher achievable
things. It is based on what the organization
should strive for and achieve in another five
to ten years. Through various activities the
faculty are guided to attain the vision.

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VISION STATEMENT
According to Joel Barker Vision should be:
 Initiated by top Management.

 Acceptable to everyone involved.

 Complete—how, when ,why and what.

 Understandable to everyone so that they

contribute to the vision.

 Positive , Attainable and inspiring.

 One that makes people stretch themselves to

use their talents; their skills & their imaginations

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 VISION STATEMENT
It is necessary that to formulate a vision statement
one has to study the core values and the purpose
of the organization.
 Some of the core values of the organization:

* Service to people. * Innovative technology.

* High ethical standards. *On time always.
* Maximum profit.
 The purpose will answer the question “what for the
organization run” This purpose also should get
reflected in the vision statement, else the
organization will lose track & be running with a lost
purpose.
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 CHARECTERISTICS OF VISION
STATEMENT

 Future Oriented.
 Creative.
 Setting high standards of excellence.
 Inspire enthusiasm and encourage commitment.
 Reflecting the uniqueness.
 Very clear and challenging.

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Vision Formulation and
Implementation
 Motivate every employee to own the vision

statement and make it a way of life.

 Persuade till the vision is reached or attained.
Achievable
And worthy

Comprehension Should be
And Vision Everybody’s
Self explanatory Baby

Positive
and inspiring

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 MISSION STATEMENT

 If the vision is what of life, the mission is why

and how. It identifies the roles or activities to
which an individual is committed and provides
the overall direction for achieving the vision.
Mission focuses on what you want to be and
what you want to do– contributions and
achievement, and on the values and principles
upon which being and doing are based.

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OBJECTIVE

 Every department should have well defined

objectives. This will be based on why the
department exists and what are its broad
expected outcome.
Objective should reflect the vision of the
organization and should go well with the
mission of the organization.

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GOALS
 To fulfill the objectives, it is necessary that
the expected objectives are split into specific.
In planning based on the objectives, it
required to set goals. Goal setting may have
the following acronym SMART.
SMART goals are:
S -- Specific goals
M -- Measurable goals
A -- Achievable goals
R -- Realistic goals
T -- Time-bound goals
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TARGET

 Goals are meaningful, clear-cut subset of

objectives. Goals are for a team of people
involved and may be long term in nature.
But Target should be made into few short
term and person specific.
Targets make individuals more comfortable
with what he has to do with in the time frame
he has to accomplish the same.

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ACTION PLAN

Detailed action plans have to be laid down

next. This will assist individuals in achieving
the target.

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Meaning of Vision,
Mission, etc. Vision
What will the organization be in 10 years

How to reach it Mission

Why the department exist and

What are its broad expected outcomes. Objective

Specific, measurable, attainable, realistic and

Time-bound breakup o expected outcome of Dept Goals

Breakup of the above to individual Specific,

Short-term outcome. Targets

What to do, How to do, and sequencing Action plans

Of actions o every individual
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Ten Principles of Quality
Management

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1. VISION BASED

 Vision will give sense of direction.

 Vision will motivate human resource.
 Without vision an organization will fail.
 Absence of vision will lead to confusion.

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2. CUSTOMER FOCUSSED

 Without customer no business can exist.

 Internal customer orientation will improve
productivity.
 One dissatisfied customer can create havoc
by unprecedented actions.
 Retention of the customer is the key issue In
business.

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3. PREVENTION ORIENTED

 Prevention orientation will take one nearer to

‘Zero Defects’ status.
 Correction does not stop recurrence.

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4. SCIENTIFICALLY
APPROACHED
 Scientific methods are based on fundamental or
derived laws of mathematics and science and
hence the foundation is strong.
 Use of scientific methods gives a sense of pride
and improves the self esteem of workers.
 Unscientific methods make one to depend on
the previous experience, which may not be
appropriate.
 Logical reasoning which may not always be
appropriate is avoided in scientific methods.

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5. Process given more
important

End does
than

end notresult
justify means.
 Proper means will ensure quality results.
 Zero defect is possible only if the process are
perfect.
 Process orientation will make workers more
responsible.

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6. DATA BASED ANALYSIS
 Data based approach will always give the
best insight to the problem and solution.
 Information based or knowledge based
approach may mislead at time.
 Data collection is a strenuous process;
however the returns will be higher.
 Data collected and documented for one
specific purpose, can well be used for some
other purpose, thus providing a databank for
multiple applications.
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7. Continuous improvement
Strategies
 There is always scope for improvement in
everything .Quality improvement is a never
ending process.
 Creativity and innovation are the order of the
day in business circles.
 Established tools such as ‘bench marking’
are available for continuous improvement.

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8. COST CONSCIOUS
ATTEMPT

 ROI (Return on Investment) is the performance

index for any business enterprise.
 Affordability is the key factor for customers and
profit margin is the key factor for manufacturers.

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9. Documentation for
Traceability

 Stakeholder are assured of quality through

documentation.
 Traceability is effective and easy with
documented information.

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10. Reward/Recognition
Assured
 Recognition is one thing that every human
being long for.
 Motivation is the key factor for sustaining
quality initiatives.
 Reward may helpful in motivating non-
performers to join quality initiators.
 Human component play o major role as
compared to system component in quality
initiatives.
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PHILOSOPHIES OF
QUALITY GURUS

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THE END

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