Managing Total Quality Management (TQM)

Unit: 1 Lecture: 2
Dr. Jayanta Kr. Mahato
Associate Professor
Mechanical Engineering Dept.
Shobhit University, Meerut
Managing Total Quality
Management (TQM)

Quality Control Process
 Quality Control is systematic control by management
of the variables in the manufacturing process that
affect goodness of the end product.
 A system for maintaining desired standards in a
product or process by inspecting samples of the
product.
 Quality is the key element in every stage of the
production process from raw materials to finished
product.
 Every manufacturer is faced with the problem if
maintenance of the quality of his product.
 The term “Quality Control” is used to coordinate all
those activities which are directed for defining
controlling and maintaining quality.

Key Role of Process Management in TQM
1. Establishment of the quality standards which are acceptable to the customer and
economical for the manufacturing operations to maintain.
2. Location of flaws/defects in the raw materials or in the processing of that
material which will cause trouble at subsequent operations.
3. To analyze the trend and extent of quality deviation in a part or product during
manufacturing process.
4. Determination of the cause of such deviation where it is not due to chance
variables.
5. Taking the necessary corrective steps to keep the quality of the product from
dropping below the tolerance limits.
6. To segregate defective goods and ensure that customers will receive only
products of acceptable quality.

Steps for Process Management
 There are 7 steps or stages to business process management and they are:
 Stage 1: Evaluation
 Determine the process for improvement.
 Form the Process Management team.
 Define the roles & responsibilities of the team members.
 Identify process goal, objectives and expected outcomes.
 Stage 2: Identify the Stakeholder
 Identify all stakeholders impacted by the process.
 Identify stakeholder requirements from the process.
 Stage 3: Describe the Current Process
 Define the current performance of the process.
 Flowchart the current process.

Steps for Process Management (Contd…)
 Stage 4: Measure the Process
 Measure the current performance of the process.
 Identify qualitative and quantitative measures.
 Stage 5: Identify Blockages and Barriers
 Identify the blockages and barriers preventing you from immediately realizing your goal.
 Apply a problem solving technique to identify all possible blockages and barriers that may be preventing you from
realizing the customer requirements.
 Stage 6: Root Cause Analysis
 Delve into the source of every identified blockage.
 Explore the causes of every identified barrier.
 Stage 7: Develop Solutions and the Implementation Plan
 Develop solutions.
 Prioritize solutions.
 Describe the new process:
 Identify the impact on internal and external customers.
 Re-organize the structure according to plan.
 Pilot the new process.
 Measure the new process capabilities.

1. Strategic Commitment:
 The start point for TQM is a strategic commitment by the management.
 Firstly, the organizational culture must change to recognize that quality is not just an ideal
but is instead an objective goal that must be pursued.
 Secondly, a decision to pursue the goal of quality carries with it some real costs- for
expenditures such as new equipment and facilities.
 Thus, without a commitment from the top management, quality improvement will prove to
be just a slogan or gimmick.
2. Employee Involvement:
 Employee involvement is another critical ingredient in TQM.
 Virtually all successful quality enhancement programs involve making the person
responsible for doing the job responsible for making sure it is done right.
 By definition, then employee involvement is critical component in improving quality.
Managing TQM

3. Materials:
 Another important part of TQM is improving the quality of the materials that
organizations use.
4. Technology:
 New forms of technology are also useful in TQM programs.
 Investing in higher grade machine capable of doing jobs more precisely and reliably
often improves quality.
5. Methods:
 Improved methods can improve product and service quality.
 Methods are operating systems used by the organization during the actual
transformation process.
Managing TQM

The advantages of implementing TQM are:
 Strengthened competitive position
 Adaptability to changing or emerging market conditions and to environmental and other
government regulations
 Higher productivity
 Enhanced market image
 Elimination of defects and waste
 Reduced costs and better cost management
 Higher profitability
 Improved customer focus and satisfaction
 Increased customer loyalty and retention
 Increased job security
 Improved employee morale
 Enhanced shareholder and stakeholder value
 Improved and innovative processes
Advantages of TQM

Managing Total Quality Management (TQM)

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