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    The Philosophy of TQM: TQM Is A Journey Not A Destination

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    Kool Bhardwaj
    Total Quality Management (TQM) is defined as an integrated effort to improve quality at every level through involving everyone and all activities. It focuses on meeting customer requirements and viewing the organization as an internal system. TQM has evolved over four stages from inspection to quality as a strategy. The key principles of TQM include being customer-focused, using a process approach, and continuous improvement. TQM implementation requires management commitment, cultural change, and identifying and meeting customer needs through critical processes and teams. Barriers to TQM include a lack of systems and procedures while benefits are improved customer satisfaction, performance, and return on investment.

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    The Philosophy of TQM: TQM Is A Journey Not A Destination

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    Kool Bhardwaj
    68 views20 pages
    Total Quality Management (TQM) is defined as an integrated effort to improve quality at every level through involving everyone and all activities. It focuses on meeting customer requirements and viewing the organization as an internal system. TQM has evolved over four stages from inspection to quality as a strategy. The key principles of TQM include being customer-focused, using a process approach, and continuous improvement. TQM implementation requires management commitment, cultural change, and identifying and meeting customer needs through critical processes and teams. Barriers to TQM include a lack of systems and procedures while benefits are improved customer satisfaction, performance, and return on investment.

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    TQM - Session 4

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    Total Quality Management (TQM) is defined as an integrated effort to improve quality at every level through involving everyone and all activities. It focuses on meeting customer requirements and viewing the organization as an internal system. TQM has evolved over four stages from inspection to quality as a strategy. The key principles of TQM include being customer-focused, using a process approach, and continuous improvement. TQM implementation requires management commitment, cultural change, and identifying and meeting customer needs through critical processes and teams. Barriers to TQM include a lack of systems and procedures while benefits are improved customer satisfaction, performance, and return on investment.

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    68 views20 pages

    The Philosophy of TQM: TQM Is A Journey Not A Destination

    Uploaded by

    Kool Bhardwaj
    Total Quality Management (TQM) is defined as an integrated effort to improve quality at every level through involving everyone and all activities. It focuses on meeting customer requirements and viewing the organization as an internal system. TQM has evolved over four stages from inspection to quality as a strategy. The key principles of TQM include being customer-focused, using a process approach, and continuous improvement. TQM implementation requires management commitment, cultural change, and identifying and meeting customer needs through critical processes and teams. Barriers to TQM include a lack of systems and procedures while benefits are improved customer satisfaction, performance, and return on investment.

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    4

    The Philosophy of TQM


    TQM is a journey not a destination V. Daniel Hunt

    Course Oultine- Session 4


    4 TQM Basics Definition of TQM, Evolution of TQM, Key Elements of TQM, Benefits of TQM Reading: Text Book, Chapter 3 , pg. (67-78)

    Learning Objectives
    After studying this chapter, you should be able to:


    Explain the evolution of TQM
    Understand the key principles and key elements of TQM Explain the core concepts of TQM Discuss the Total Quality Management Excellence (TQMEX) Model Find out the difference between TQM organization and traditional organization Identify common barriers to implementation of TQM and prerequisites and benefits of TQM

    TQM - Defined

    TQM is an integrated effort designed to improve quality


    performance at every level of the organization.

    Total = Quality involves everyone and all activities in the company.

    Quality = Conformance to Requirements (Meeting Customer Requirements)

    Management = Quality can and must be managed

    Definition of TQM
    TQM is a process for managing quality. It is viewed as a continuous way of life and a philosophy of perpetual improvement in everything we do.

    According to the British Standard BS

    7850, TQM is defined as Management Philosophy and company practices that aim to harness the human and material resources of an organization in the most effective way to achieve the objectives of the organization.

    Definition of TQM
    TQM is defined as a management approach that tries to achieve and sustain long term organizational success by encouraging employee feedback and participation, satisfying customer needs and expectations, respecting societal values and beliefs, a paradigm.

    Five Pillars of TQM


    1. 2. Product Process

    3.
    4. 5.

    System
    People Leadership

    TQM - System

    focuses on meeting owners/customers needs by providing quality services at a cost that provides value to the owners/customers is driven by the quest for continuous improvement in all operations recognizes that everyone in the organization has owners/customers who are either internal or external views an organization as an internal system with a common aim rather than as individual departments acting to maximize their own performances focuses on the way tasks are accomplished rather than simply what tasks are accomplished

    Evolution of TQM Four Stages


    Quality Management Stages Areas of Focus Scope

    Inspection

    Detection

    Error Detection Sorting, grading, reblending Rectification Decision about salvage and acceptance Quality standards Use of statistical methods Process performance Product testing Quality system (ISO 9000) Quality costing Quality planning and policies Problem solving Quality design Quality Strategy Customers, employees and suppliers involvement Involve all operations Empowerment and teamwork

    Quality Control

    Maintaining Status quo

    Quality Assurance

    Prevention

    Total Quality Management

    Quality as a Strategy

    Seven Phases in the Development of TQM

    TQM Principles

    Customer focused organisation Leadership Involvement of people Process approach Systems approach to management Continuous improvement Factual approach to decision making Mutually beneficial supplier relationship

    TQM Key Elements

    Core Concepts of TQM


    The core concepts of TQM are used to drive the process of continuous improvement and they are explained by the criteria such as:

    Customer Satisfaction Internal customer satisfaction

    All work is process


    Measurement Synergy in team work People make quality Continuous improvement cycle Prevention

    TQMEX Model
    5-S
    Operations Management

    BPM

    QCCs
    QMS
    Quality Management

    TPM QM

    Traditional Organisation Vs TQM Organisation



    Company-driven Short-term orientation Opinion-driven Tolerance of waste Fire fighting Inspection Fortressed departments Top-down hierarchy Blame Isolation Management

    Customer driven
    Long-term orientation Data-driven Elimination of waste

    Continuous improvement
    Prevention Cross-functional teams High employee participation

    Problem-solving
    Systems Thinking Leadership

    Prerequisites for TQM



    Management must establish TQM as an objective and accept responsibility Top management must be able to overcome the obstacles Participation by all Dedicated resources Management commitment Requirement of cultural change Continuous training

    TQM Implementation
    1. 2. Train top management on TQM principles. Assess the current: Culture, customer satisfaction, quality management system Top management determines the core values and principles to be used and communicate them. Develop TQM master plan based on steps 1, 2, 3. Identify and prioritize customer needs and determine products or service to meet those needs.

    3.

    4. 5.

    TQM Implementation
    6. 7. 8. 9. Determine the critical processes to produce those products or services. Create process improvement teams. Managers should support effort by planning, training, time.... to the teams. Integrate changes for improvement in daily process management and standardizations take place. Evaluate progress against plan (step 8) and adjust as needed. Constant employee awareness and feedback on status are provided and a reward/ recognition process is established.

    10. 11.

    TQM Implementation Common Barriers



    Lack of systems Lack of Procedures Inappropriate Organisation culture Lack of organisation design Lack of Management commitment

    Benefits of TQM

    Creates a good corporate culture

    Better reviews from customer


    Improved employee performance Encourages a strategic approach to management

    Provides high return on investment through improving efficiency.


    Works equally well for service and manufacturing sectors. Allows organizations to take advantage of developments that enable managing operations as cross-functional processes.

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