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How to Achieve TQM.ppt

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Research and understand your customers' needs and expectations.
Align your organization's objectives with customer needs.
Communicate with customers, measure satisfaction, and use the results to find ways to improve processes.
Manage customer relationships.

Research and understand your customers' needs and expectations.
Align your organization's objectives with customer needs.
Communicate with customers, measure satisfaction, and use the results to find ways to improve processes.
Manage customer relationships.

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How to Achieve TQM.ppt

  1. 1. Quality and Customer Satisfaction Total Quality Management Be-Engineering Services Ltd. 1
  2. 2. Introduction to Group Members Name Roll Number Muhammad Haseeb Ul Hassan MAFE-21-25 Tayyab Saleem MAFE-21-08 Rahat Mureed MAFE-21-21 Fariha Naz MAFE-21-27 Be-Engineering Services Ltd. 2
  3. 3. Table of Contents  Introduction  The Meaning of Quality  Quality Dimension  Customer Satisfaction (Need and Expectation)  Philosophy of TQM  Customer focus  Continuous improvement of the quality management system  Employee empowerment  Product design  Benefits of TQM Be-Engineering Services Ltd. 3
  4. 4. Introduction  The Global environment has presented numerous challenges to the firms in their quest to satisfy customer needs and expectation.  In order to remain in competitive therefore, most firms have launched Total Quality Management (TQM) programs for both Employee and process.  These program are considered an attempt by company management to continually improve the quality of products and process. Be-Engineering Services Ltd. 4
  5. 5. Introduction  As such the term Total Quality Management mean different things to different people.  Designer expect the products or services to conform to specification  Producer expect the product to perform or fit to the intended use  Consumer expect the product to be useful according to price paid  Users of products expect equally good support service after using the product. Be-Engineering Services Ltd. 5
  6. 6. The Meaning of Quality  Quality therefore mean different things for both manufacturing and service organization.  In Manufacturing organizations base their perception on the tangibility of their end-product.  E.g. Automobiles Machinery  Service Organization have to content with their intengible products  E.g. Repairer and Maintains services Be-Engineering Services Ltd. 6
  7. 7. Quality Dimension  The specific dimensions of quality for manufacturing products include,  Performance, The basic operating features of a product;  Features , The “additional” items added to the product’s basic features of a product  Serviceability, the ease, speed and possibility of getting repairs  Durability, the product’s life span before repair  Conformance, probability of the product meeting pre- designed standards Be-Engineering Services Ltd. 7
  8. 8. Quality Dimension  Safety, assurance of not being harmed while using the product.  Esthetics, the sound, look, taste or feeling of a product.  Reliability, that the product is guaranteed to work properly over an anticipated period of time. Be-Engineering Services Ltd. 8
  9. 9. Customer Satisfaction (Need and Expectation)  The customer driven quality cycle requires that both the planning of the products and system should be geared at meeting the expectations and needs of the customer. Be-Engineering Services Ltd. 9
  10. 10. Philosophy of TQM  TQM is characterized by its focus on dealing with quality problems by identifying their root causes and ensuring correction at the source, instead of identifying quality problems on the final product.  The focus of TQM while ensuring the participation of everyone in the organizations ensures that the cumulative attention is directed to the customer. Be-Engineering Services Ltd. 10
  11. 11. Customer focus  TQM features as the company’s collaborative effort to attend to the customer’s quality needs. In order to meet and often times surpass the customer’s quality standards  TQM acknowledges that a product that is not according to the customer’s specifications becomes of no value to the company.  Although TQM is targeting the customer, knowing the exact quality that a customer needs is affected by their changing tastes and preferences with time. Be-Engineering Services Ltd. 11
  12. 12. Continuous improvement of the quality management system  According to Deming’s philosophy, the continuous improvement would ensure the ultimate philosophy is achieved through a number of signposts, including;  Establishing a mainstream purpose to ensure long term organizational goals through product improvement  Instead of accommodating certain levels of poor quality products, the manufacturer should adopt and stick with a policy of preventing poor quality  Rely on statistical quality to improve product design and process, in turn eliminate the need for inspection to achieve desired quality Be-Engineering Services Ltd. 12
  13. 13. Continuous improvement of the quality management system  Resorting to working a few suppliers or vendors that have or will comply with TQM, rather than make decisions based on competitive prices  Help workers improve their performance by instilling leadership among their supervisors  Foster cooperation and the culture of working together by eliminating barriers across departments  Encouraging workers to achieve numerical targets and high performance by first orientating them on how to achieve the set targets Be-Engineering Services Ltd. 13
  14. 14. Continuous improvement of the quality management system Be-Engineering Services Ltd. 14
  15. 15. Employee Empowerment  Employee empowerment, exists in the premise that employees can be able to identify and solve problems if they are tasked with certain responsibilities.  Traditional forms of quality approaches caused employees to shy away from pinpointing problems due to the consequences.  Instead, the problem of poor quality ended up being “someone else’s problem” because it was ignored and thus transferred to another department in the company.  Under TQM problem identification is among the priorities of all the employees, and incentives are Be-Engineering Services Ltd. 15
  16. 16. Product design  By ensuring that the product design meets, and some time surpasses customer expectation, is a crucial aspect of building quality into a product;possible through the concept of Quality function deployment (QFD).  Practically the implementation of the procedures is an involving task, simply because the customer meaning of quality varies from one to the other. Be-Engineering Services Ltd. 16
  17. 17. Process management  In order for quality to be reported in the final product, TQM stipulates that quality should prevail during the production process; through building quality into the process,  Instead of discarding defective items after the production process is complete, it is better and cost- effective at that, to uncover the quality problem source and correct it; this is possible through the concept of quality at the source. Be-Engineering Services Ltd. 17
  18. 18. Managing supplier quality  Traditionally the numerous suppliers to a company would be allowed to deliver their raw materials through a series of competitive price bidding.  That the materials were later checked for quality after delivery, is according to TQM, a contributing factor to poor quality cost plus time wastage. Be-Engineering Services Ltd. 18
  19. 19. Managing supplier quality  As such, TQM extends the requirements of quality vertically to the suppliers. Quality supply will therefore not be checked upon delivery, thus saving on time and costs.  This they accomplish by having a company representative at the supplier’s location to elaborate the quality process, thus incorporating the supplier from the design stage to the final production Be-Engineering Services Ltd. 19
  20. 20. Benefits of TQM  Implementation of TQM will benefit BR engineering in various ways.  Through the improved communication channels within and across functional areas, management and supervisors get wind and embark on solving employees’ problems.  Employees benefits from job satisfaction increasing their loyalty to the company  Further, the employee empowerment principle of TQM makes employees feel participatory and motivated in the company operations, thereby reducing turnover rates, Be-Engineering Services Ltd. 20
  21. 21. Benefits of TQM  Establishment of teams and training programs provides opportunities for employee personal growth and development.  Improved coordination across company functions develops mutual respect between management, employees and customers.  Successful implementation of TQM  , improves company awareness and company solidarity  reduces the frequency of defect right from the supplier down to the consumer Be-Engineering Services Ltd. 21
  22. 22. Benefits of TQM  Thereby providing both internal and external customers with products that meet quality expectations  The success of TQM and the recurring benefits above requires that BR engineering top and middle level management put their full support behind the initiative.  The functional areas of the organizational should encourage communication with every department.  Additionally, every stakeholder should commit to the suggested principle for the long-term, while the management measures guide programs and measure success on the basis of long-term profits. Be-Engineering Services Ltd. 22
  23. 23. Be Engineering View About Quality  Quality is one of our Commitments to you. You ‘ll be confident in the quality of our work so your customer can be confident in the quality of your product Be-Engineering Services Ltd. 23
  24. 24. Be-Engineering Services Ltd. 24 Any Question???
  25. 25. Be-Engineering Services Ltd. 25

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