TOTAL QUALITY

MANAGEMENT

Mr. Ronald C. Barriga

Ms. Arlene A. San Pablo
Total Quality Management
Introduction
• Total – Made up of the whole (or)
Complete.
• Quality – Degree of Excellence a product
or service provides to the customer in
present and future.
• Management – Act , art, or manner of
handling , controlling, directing, etc.
INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and processes within
an organization in order to achieve continuous
improvement of the quality of goods and services.

The goal is customer satisfaction.

TQM is the art of managing the whole to achieve excellence.

“ No doubt , humans are always deficient”

(Al-Quran)
Quantification of Quality

Q= P / E
Q = Quality
P = Performance
E = Expectations
Dimensions of Quality
PRODUCT QUALITY SERVICE QUALITY

Performance Time

Features Timeliness

Usability Completeness

Conformance Consistency

Durability Accessibility

Serviceability Accuracy

Aesthetics Responsiveness

Safety Courtesy

Perceptions Expertise
Dimensions of Quality
 Performance - main characteristics of the
product/service
 Aesthetics - appearance, feel, smell, taste
 Special Features - extra characteristics
 Conformance - how well product/service
conforms to customer’s expectations
 Reliability - consistency of performance
Dimensions of Quality
(Cont’d)
 Durability - useful life of the
product/service
 Perceived Quality - indirect
evaluation of quality (e.g. reputation)
 Serviceability - service after sale
 Examples of Quality
Dimensions
Dimension (Product) (Service)
Automobile Auto Repair
1. Performance Everything works, fit & All work done, at agreed
finish price
Ride, handling, grade of Friendliness, courtesy,
materials used Competency, quickness
2. Aesthetics Interior design, soft touch Clean work/waiting area

3. Special features Gauge/control placement Location, call when ready

Cellular phone, CD Computer diagnostics
player
 Examples of Quality Dimensions
(Cont’d)
Dimension (Product) (Service)
Automobile Auto Repair
5. Reliability Infrequency of breakdowns Work done correctly,
ready when promised

6. Durability Useful life in miles, resistance Work holds up over

to rust & corrosion time

7. Perceived Top-rated car Award-winning service

quality department

8. Serviceability Handling of complaints and/or Handling of complaints

requests for information
 Service Quality
 Tangibles
 Convenience
 Reliability
 Responsiveness
 Time
 Assurance
 Courtesy
 Examples of Service Quality
Dimension Examples
1. Tangibles Were the facilities clean, personnel neat?
2. Convenience Was the service center conveniently located?
3. Reliability Was the problem fixed?
4. Responsiveness Were customer service personnel willing and
able to answer questions?
5. Time How long did the customer wait?
6. Assurance Did the customer service personnel seem
knowledgeable about the repair?
7. Courtesy Were customer service personnel and the
cashierfriendly and courteous?
 EVOLUTION of TQM
• CRAFTSMEN & ARTISANS (eg. Artists, Sculptors,
working with metals & other materials who were very
Quality-conscious.

• TRADESMEN (eg. Masons, Carpenters, etc.)

• ENGINEERING TRADES & PRACTICES (eg. Foundry,

Smithy, Die-making, Mold-making, Stamping, Forging,
Turning, Milling, Drilling etc.)
EVOLUTION of TQM
• Custom-built Articles/Products having considerable control over
Quality.

• Mass- Produced Products with less control over Quality

• Quality control Department in Factories.

• TQM-based Production facility – enhancing the Organization through

Quality techniques to better achieve organization’s goals
Ex: Productivity and Profitability with minimum wastage.

• Quality Management Systems (video)

• Performance Excellence

• Emergence of Six Sigma

TQM BASIC CONCEPTS
1. Management Commitment – Participate in quality
program, develop quality council, direct participation

2. Involvement and utilization of entire work force –

All levels of management (Teamwork)

3. Focus on customer – who is the customer – internal

and external, voice of the customer, do it right first
time and every time.
TQM BASIC CONCEPTS
(cont.)
4. Continuous improvement – Quality never stops,
placing orders, bill errors, delivery, minimize wastage
and scrap etc.
- TQM is a long term commitment.

5. Treating suppliers as partners – no business exists

without suppliers.

6. Performance measures – creating accountability in

all levels
Benefits of TQM
• 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.
Obstacles (Barriers) In
Implementing TQM
• Lack of Management Commitment
• Inability to Change Organizational Culture
• Improper Planning
• Lack of Continuous Training and Education
• Failure to continually improve
• Incompatible Organizational Structure
• Isolated Individuals and Departments
• Ineffective measurement techniques and lack of access to data
and results
• Paying inadequate Attention to Internal and External Customers
• Inadequate Use of Empowerment and Teamwork
Process Focus and
Continuous Improvement
• A process is a sequence of activities that
is intended to achieve some result

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Continuous Improvement
• Enhancing value through new products and services
• Reducing errors, defects, waste, and costs
• Increasing productivity and effectiveness
• Improving responsiveness and cycle time
performance

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 Competitive Advantage
• Is driven by customer wants and needs
• Makes significant contribution to business success
• Matches organization’s unique resources with
opportunities
• Is durable and lasting
• Provides basis for further improvement
• Provides direction and motivation

Quality supports each of these characteristics

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TQM Framework

TOOLS AND TECHNIQUES