1.4. Introduction to TQM.pdf
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Total Quality Management (TQM) is a management approach focused on customer satisfaction through continual improvement. The key principles of TQM include making quality the top priority, involving all employees, and continuously improving processes. The goal of TQM is to do things right the first time by focusing on prevention over detection and empowering teams to solve problems and improve quality.
1.4. Introduction to TQM.pdf
- 2. Total - made up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,…. Therefore, TQM is the art of managing the whole to achieve excellence TQM
- 3. What does TQM means? Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.
- 4. Total quality management (TQM) is an ongoing process of detecting and reducing or eliminating errors Total quality management is used to streamline supply chain management, improve customer service, and ensure that employees are properly trained. The focus is to improve the quality of an organization's outputs, including goods and services, through the continual improvement of internal practices.
- 5. What is TQM? Constant drive for continuous improvement and learning. Concern for employee involvement and development Management by Fact Result Focus Passion to deliver customer value / excellence Organisation response ability Actions not just words (implementation) Process Management Partnership perspective (internal / external)
- 6. BASIC PRINCIPLES OF TQM Approach Management Led Scope Company Wide Scale Everyone is responsible for Quality Standard Right First Time Control Cost of Quality Theme On going Improvement Philosophy Prevention not Detection
- 7. What’s the goal of TQM? Do the right things right the first time, every time. At it’s simplest, TQM is all managers leading and facilitating all contributors in everyone’s two main objectives total client satisfaction through quality products and services; and continuous improvements to processes, systems, people, suppliers, partners, products, and services.
- 8. Meeting the customer's requirements is the primary objective and the key to organizational survival and growth. The second objective of TQM is continuous improvement of quality. The management should stimulate the employees in becoming increasingly competent and creative. Third, TQM aims at developing the relationship of openness and trust among the employees at all levels in the organisation. Objectives of TQM
- 9. The TQM System Customer Focus Process Improvement Total Involvement Leadership Education and Training Supportive structure Communications Reward and recognition Measurement Continuous Improvement Objective Principles Elements
- 10. The importance of TQM lies in the fact that it encourages innovation, makes the organization adaptable to change, motivates people for better quality, and integrates the business arising out of a common purpose and all these provide the organization with a valuable and distinctive competitive edge. Significance of TQM
- 11. Quality element Previous state TQM Definition Product-oriented Customer-oriented Priorities Second to service and cost First among equals of service and cost Decisions Short-term Long-term Emphasis Detection Prevention Errors Operations System Responsibility Quality Control Everyone Problem solving Managers Teams Procurement Price Life-cycle costs Manager’s role Plan, assign, control, and enforce Delegate, coach, facilitate, and mentor Traditional view and TQM view
- 12. Be customer focused It requires the company to check customers' attitudes regularly and includes the idea of internal customers as well as external ones. Do it right the first time This means avoiding rework, i.e., cutting the amount of defective work. Constantly improve Continuous improvement allows the company gradually to get better. Quality is an attitude Every one has to be committed to quality. That means changing the attitude of the entire workforce, and altering the way the company operates. Elements of TQM
- 13. Telling staff what is going on (Communication) This involves improved communication. Typically, it includes team briefing. Educate and train people An unskilled workforce makes mistakes. Giving more skills to workers means they can do a wider range of jobs, and do them better. It also means educating staff in the principles of TQM, which is a whole new style of working. Measure the work. Measurement allows the company to make decisions based on facts, not opinion. It helps to maintain standards and keep processes within the agreed tolerances. Top management must be involved If senior management is not involved, the programme will fail.
- 14. Make it a good place to work Many companies are full of fear. Staffs are afraid of the sack, their boss and making mistakes. There is no point in running a TQM program unless the company drives out fear. Introduce team work Team work boosts employees' morale. It reduces conflict and solves problem by hitting them with a wider range of skills. It pushes authority and responsibility downwards and provides better, more balanced solutions. Organize by process, not by function This element of TQM seeks to reduce the barriers that exist between different departments, and concentrates on getting the product to the customer.
- 15. Key Points TQM • Customer satisfaction • high quality products and services • continual improvement • Everyone is responsible for Quality • Doing right things right the first time, every time. • Delegate, coach, facilitate, and mentor