TOTAL QUALITY MANAGMENT

TQM EVOLUTION
AND HISTORY
TQM Evolution

Code of Hammurabi (2150BC)

Quality terms (Total Quality Control, Total
Quality Improvement, Service Quality
Improvement or titles that relate to their
particular area (Quality Maintenance
System, Software Quality Assurance
Quality Control

Industrialization (Mass production)

Inspection
W.Shewhart (1924): Statistical Process
Control (SPC)
Quality Assurance

George Edwards (inventor of the term)

Assuring quality
Standardization
Policies
Division of responsibility
Quality Improvement

UtilizingSPC
Improving processes
Reducing waste.
Individual Improvement projects
Monitoring variations
Quality Management

Improvement Plan at all levels of

organization
Internal Motivation
Preventive practice
Total Quality Management

Allaspects of organization adopting

continuous improvement
Change of organizational culture (shift
from internal measures of efficiency
towards assessment and improvement of
value to the customers
Stages of TQM

Quality
Control Monitoring variations
Quality
Assurance Standards based

Quality
Improvement
Process oriented

Quality Internally motivated

Management
Total Quality Changed organizational culture
Management
Managing TQM

What Does the TQM manager Need to

Know?

1. Systems Thinking
2. Understanding Variations
3. Organizational Psychology
 Systems Thinking

Effective
Management

Understanding Organizational
Variations Psychology
Systems Theory

Inputs Outputs
Supplies Process Customers

Feedback
Loop
Understanding Variations

Special cause variation

Common cause variation
Interpretation errors
Process capability
Example of probability (coin flipping)
Control Chart
Individual and Organizational
Psychology

Efficiency
Work place harmony
Characteristic requirements of a person for a
specific job
What Does the TQM Manager Need To
Do?

Demings 14 points
1. Create constancy of purpose towards improvement of product
and service, with a plan to become competitive and to stay in
business.
2. Adopt the new philosophy.
3. Cease dependence on mass inspection.
4. End of the practice of awarding business on the basis of price
tag alone.
5. Improve constantly and forever the system of production and
service.
6. Institute training.;
7. Institute leadership.
8. Drive out fear
Cont. Demings 14 points

9. Bread down barriers between department

10. Eliminate slogans, exhortations and numerical
goals that ask for new levels of productivity
without providing methods.
11. Eliminate numerical quotas.
12. Remove barriers to pride of workmanship.
13. Institute a vigorous program of educations and
retraining.
14. Take action to accomplish the transformation.