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Total quality management 1 .pps

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Total quality management 1 .pps

  1. 1. TOTAL QUALITY MANAGEMENTTotal -CompleteQuality -Superior, Best, Satisfying need,Having essential characteristicsManagement -Collective body of those whomanage or direct any enterprise or interest
  2. 2. TOTAL QUALITY MANAGEMENTIs an approach that motivates, supports, and enables qualitymanagement in all activities of the organization, focusingon the needs and expectations of internal and externalcustomers. Gururaj Nigale J.S
  3. 3. TOTAL QUALITY MANAGEMENTCustomerAnyone who is impacted by the product/service orprocess delivered by an organization.Internal customersis someone within your organizationExternal customersare those who do not work for the organisation, which arebuying a product/service to fulfill a need
  4. 4. TOTAL QUALITY MANAGEMENTNeeds are distinguished from wants because a deficiency
  5. 5. TOTAL QUALITY MANAGEMENTMaslow’s theory
  6. 6. TOTAL QUALITY MANAGEMENTCustomer satisfactionis a measure of how products/services supplied by anorganisation meet or surpass customer expectation.TQMis management approach in achieving long-term successwith a strong focus on customer satisfaction.TQMdepends on the participation of all members of anorganization to improve processes, products, services,and their work culture.
  7. 7. TOTAL QUALITY MANAGEMENTIs an approach that motivates, supports, and enables qualitymanagement in all activities of the organization, focusingon the needs and expectations of internal and externalcustomers. Gururaj Nigale J.S
  8. 8. TOTAL QUALITY MANAGEMENTProduct"thing produced by labor or effort" or"result of an act or a process“Servicehelping or doing work for someone
  9. 9. TOTAL QUALITY MANAGEMENTWhy quality? Competition Changing customer Changing product mix Product complexity Higher levels of customer satisfaction
  10. 10. TOTAL QUALITY MANAGEMENTQuality is not hindrance to production it is the way forexistence
  11. 11. TOTAL QUALITY MANAGEMENTHow quality is achieved ?Two way to steal the heartProduct features - Quality in designPerformance, Reliability, Durability, Ease of use etcFor service sector - Knowledge, Accuracy, Timeliness,Friendliness and courtesy etcFree from deficiencies - Conformance
  12. 12. TOTAL QUALITY MANAGEMENTQuality outlookTypical angle of defining qualityTechnologyDesignerProducerUser
  13. 13. TOTAL QUALITY MANAGEMENTQuality outlookTechnology - ResourcesCompatible technology on date to meet needs
  14. 14. TOTAL QUALITY MANAGEMENTQuality outlookDesigner - PlanningStructuring needs with technology on dateDefining specification & process
  15. 15. TOTAL QUALITY MANAGEMENTQuality outlookProducer – Profit / InvestmentConformance to specificationEliminating wasteDelighting or pleasing customers “Quality is desirable outcome of a engineering and manufacturing practice” Engineering Design, Specification & Process are the key!
  16. 16. TOTAL QUALITY MANAGEMENTQuality outlookUser – Returns of value spentfitness for intended useIndividuals have different needs, choices and wants,hence different quality standards.Visual appeal & low cost “ Quality product is as useful, competing and available at a reasonable price.”
  17. 17. TOTAL QUALITY MANAGEMENTQuality outlookTypical responses about the definition of qualityPerfectionConsistencyEliminating wasteSpeed of deliveryCompliance with policies andproceduresDoing it right the first timeDelighting or pleasingcustomersTotal customer satisfactionand service
  18. 18. TOTAL QUALITY MANAGEMENTQuality definitionsFitness for intent use Joseph M JuranConformance to requirements Philip B. CrosbyUniformity around a target valueThe loss a product imposes on society after it is shipped Genichi Taguchi,
  19. 19. TOTAL QUALITY MANAGEMENTQuality definitionsAbsolute and universally recognisable mark ofuncompromising standards and high achievement Dr. Walter Andrew ShewhartDegree of excellence at an acceptable price & controlvariability at acceptable limits Robert A Broch
  20. 20. TOTAL QUALITY MANAGEMENTQuality definitionsThe totality of features and characteristics of a product orservice that bears on its ability to satisfy stated needs ISO 8402, 2.1:1994The degree to which a set of inherent characteristicsfulfills requirements ISO 9000:2000,
  21. 21. TOTAL QUALITY MANAGEMENTTo know the future, know the pastHistory of quality managementSkilled craftsmenIndustrial RevolutionStatistical approaches to quality controlStatistical Quality Control (SQC)Statistical Process Control (SPC)Quality Management System (QMS)Total Quality Management
  25. 25. TOTAL QUALITY MANAGEMENTEvolution Of TQM Philosophies PDCA Cycle Deming 14 points Juran Trilogy Crosbys Zero Defects program kaizen Quality Circle Lean Management Poka-Yoke (Mistake proofing) Quality Management System (QMS) Six Sigma
  26. 26. TOTAL QUALITY MANAGEMENTPDCA Cycle William Edwards Deming (October 14, 1900 – December 20, 1993)
  28. 28. TOTAL QUALITY MANAGEMENTDeming 14 points1. Create constancy of purpose for improving products and services.2. Adopt the new philosophy.3. Cease dependence on inspection to achieve quality.4. End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier.5. Improve constantly and forever every process for planning, production and service.6. Institute training on the job.
  29. 29. TOTAL QUALITY MANAGEMENTDeming 14 points7. Adopt and institute leadership.8. Drive out fear.9. Break down barriers between staff areas.10. Eliminate slogans, exhortations and targets for the workforce.11. Eliminate numerical quotas for the workforce and numerical goals for management.12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system.
  30. 30. TOTAL QUALITY MANAGEMENTDeming 14 points13. Institute a vigorous program of education and self- improvement for everyone.14. Put everybody in the company to work accomplishing the transformation.
  31. 31. TOTAL QUALITY MANAGEMENT Joseph Moses JuranJuran Trilogy1. Quality planning2. Quality control3. Quality improvement (December 24, 1904 – February 28, 2008)
  32. 32. TOTAL QUALITY MANAGEMENT Joseph Moses JuranQuality improvementMethodology1. Define2. Measure3. Analyze4. Improve5. Control DMAIC (December 24, 1904 – February 28, 2008)
  33. 33. TOTAL QUALITY MANAGEMENT Philip Bayard "Phil" CrosbyZero Defects program(approach)1. Motivation2. Training3. Co-operative action4. Setting targets5. Measurement of result6. Recognition of achievers (June 18, 1926 - August 18, 2001)
  34. 34. TOTAL QUALITY MANAGEMENT Philip Bayard "Phil" CrosbyZero Defects program4 I’s principle1. Identify2. Instruct3. Inspect4. Inspire (June 18, 1926 - August 18, 2001)
  35. 35. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesKaizen - "change for the better"All line personnel are expected to stop their movingproduction line in case of any abnormality and, along withtheir supervisor, suggest an improvement to resolve theabnormality Toyota Production System is known for kaizen
  36. 36. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesLean managementSeven Types of Deadly Waste1. Overproduction2. Waiting3. Transport4. Extra Processing5. Inventory6. Motion To move and add value is called work7. Defects
  37. 37. TOTAL QUALITY MANAGEMENTEvolution Of TQM Philosophies
  38. 38. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesLean managementJust-in-Time (JIT)Muri OverburdenMuda Under burdenMura Inconsistency
  40. 40. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesToyota Production System
  41. 41. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesToyota Production SystemContinuous Improvement Challenge - long-term vision & courage and creativity to realize dreams Kaizen - always driving for innovation and evolution Genchi Genbutsu - Go to the source to find the facts to make correct decisions
  42. 42. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesToyota Production SystemRespect for People Respect - build mutual trust & take responsibility Teamwork - share the opportunities & stimulate personal and professional growth Maximize individual and team performance
  43. 43. TOTAL QUALITY MANAGEMENTEvolution Of TQM Philosophies5S Workplace management
  44. 44. TOTAL QUALITY MANAGEMENTEvolution Of TQM PhilosophiesMurphys law"Anything that can go wrong will go wrong”Poka-yokeFool proofing human Error
  45. 45. TOTAL QUALITY MANAGEMENTPROCESS IMPROVEMENT TOOLS1. Seven QC Tools2. Flow charts3. Check sheets4. Histograms5. Pareto diagrams6. Cause-and-effect diagrams7. Scatter diagrams8. Control charts9. Flow charts