1 Basic Tqm Concepts

Basic Concepts of TQM

Total Quality Management Resource Person: Irfan R. Farooqui

Today’s Organization • • • • • • • •

Participative Management Motivated Employees Functional Conflict Utilization Two Way Communication Multidirectional KPI’s Internal & External Customer Satisfaction Continual Improvement Learning Organization

Resource person: Irfan Rashid Farooqui

Changes in working style • • • • • • •

From secrecy to communication From control to empowerment From fire fighting to prevention From cost to quality From stability to change From position consciousness to cooperation From blaming to problem solving

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Basic Concepts of TQM

Key Performance Indicators (KPI)

3 Important Relations

• Management – Worker

• Management Style

• Workers –Management & Work

• Motivation

• Workers - Workers

• Conflict

• • • • •

Finance Leadership Quality culture Customers Teamwork

• • • • •

HR development Strategic planning Use of information Service to society Cycle time reduction

If you do not know what harbor to make, no wind is the right wind.

Buying a Quality Product?

Resource person: Irfan Rashid Farooqui

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Basic Concepts of TQM

Buying a Shoe.

Italian / UK

Resource person: Irfan Rashid Farooqui

C H I N E S E

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Basic Concepts of TQM

Who Is Better?

McDonald or KFC

QUALITY: What It Is • Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market Deming • Quality is fitness for use Juran • Quality is conformance to requirements Crosby

Resource person: Irfan Rashid Farooqui

What Is Quality ? QUALITY: What It Is • Quality is the (minimum) loss imparted by the product to society from the time the product is shipped Taguchi • Quality is in its essence a way of managing the organization Feigenbaum • Quality is correcting and preventing loss, not living with loss

Hoshin

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Basic Concepts of TQM

QUALITY: What It Is

Quality is not the baby of laboratory

• Quality is the totality of features and characteristics of a product, service or process, which bear on its ability to satisfy a given need; from the customer’s view point

Total Quality

British Standard Definition

PURCHASE

STORE

ENGINEERING PRODUCTION DISPATCH

MARKETING

Even sky is not the limit

Quality starts with measurement

Resource person: Irfan Rashid Farooqui

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Basic Concepts of TQM

Process owners

To improve we need • Both Managers & Workers. • Participative and motivated employees. • New organizational culture. i.e.

• Front line workers best know their process. • The wearer knows where the shoe pinches.

Combined Power

Quality Levels

Edwards W Deming

Father of TQM

0 Qlty

QC

Resource person: Irfan Rashid Farooqui

QA

TQM

World Class

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Basic Concepts of TQM

Then came • Juran • Crosby • Ishikawa • Shingo • Senge

“q” = Quality of Products

“Q” = Quality in Process

Resource person: Irfan Rashid Farooqui

Little “Q” and Big “Q” “q”

“Q”

W. Edwards Deming Predictable degree of uniformity and dependability, at low cost and suited to the market.

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Basic Concepts of TQM

J. M. Juran

Philip Crosby

Fitness for use. (design, conformance, availability, safety, and field use)

Conformance to requirements and not “goodness”.

Resource person: Irfan Rashid Farooqui

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