1. Total Quality Management(TQM)
• The word “total” conveys the idea that all
employees, throughout every function and level of
organization, pursue quality.
• The word “quality” suggests excellence in every
aspect of the organization.
• “Management” refers to the pursuit of quality
results through a quality management process,
including strategic, design, manufacturing, and
finance processes.

2. Principles of TQM
• The customer defines quality.
• Top management must provide the leadership for quality
• Quality is a strategic issue
• All functions of the company must focus on continuous
quality improvement
• Quality problems are solved through cooperation among
employees and management
• Use statistical quality control methods in problem solving
• Training and education of all employees are the basis for
CQI.

3. Juran Trilogy
Three aspects of quality managerial systems:
• quality planning
• quality control
• quality improvement

4. Elements of Quality Systems
• Policy, planning, organization, and administration
• Product design assurance and specification development
• Control of purchased materials and component parts
• Production quality control and assurance
• Customer contact
• Corrective and preventive action
• Employee selection, training, and motivation
• Legal requirements - product liability and user safety
• Sampling and other statistical techniques

5. Quality Policies
• Mission statement outlines the specific need the
firm’s product or service meets
• Corporate policies (apply to everyone)
• Departmental policies (not relevant to any other
department worker)
• Policies must be consistent with company’s
strategy (buying from a low-cost bidder may be
inconsistent with the strategy of high quality
products)

6. Deming’s 14 Points for Management
• Create and publish to all employees a statement of the
aims and purposes
• Adopt the new philosophy
• Understand the purpose of inspection
• End the practice of awarding business on the basis of price
tag alone
• Improve constantly the system of production and service
• Institute training
• Teach and institute leadership

7. Deming’s 14 Points (continued)
• Drive out fear, create trust, create climate for innovation
• Break down barriers between departments
• Eliminate slogans , numerical quotas for production and
other numerical goals
• Remove barriers between employee and his/her supervisor
• Encourage education and self-improvement
• Take action to accomplish the transformation

8. Deming’s View of Production as
a System
Suppliers Test of Design and Consumer
Materials materials redesign research
Equipment
distribution consumers
A
B Production, assembly, inspection
C
D Tests of processes, machines,
methods, costs

9. Quality Cost Analysis
• Prevention costs
• Appraisal costs
• Internal failure costs
• External failure costs
The major categories of cost as defined by the
ASQ

10. Employee Selection, Training,
Motivation
Motivation programs:
• zero defects
• quality control circles
• participative quality control
• employee involvement

11. Legal Requirements
• Product liability (examples: the Federal
Meat Inspection Act of 1977, the Radiation
Control for Health and Safety Act of 1968)
• User safety (The Consumer Safety
Commission - 1967)