Total Quality Total Quality ManagementManagement

Kaustubh SurveVinit GamreAtul Shinde

Pratik Ghadigaonkar

Definition:Definition:

TQ may be defined as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

We often think of features when we think of the quality of a product or service; TQ is about conformance quality, not features.

Total Quality Is…Total Quality Is…Meeting Our Customer’s Requirements

Doing Things Right the First Time; Freedom from Failure (Defects)

Consistency (Reduction in Variation)

Continuous Improvement

Quality in Everything We Do

A Quality Management System A Quality Management System Is…Is…

A belief in the employee’s ability to solve problemsA belief that people doing the work are best able to improve itA belief that everyone is responsible for quality

Characteristics of TQM LeaderCharacteristics of TQM Leader

Visible, Committed and KnowledgeableA Missionary ZealAggressive TargetsStrong DriversCommunication of ValuesOrganizationCustomers Contact

Elements for SuccessElements for SuccessManagement SupportMission StatementProper PlanningCustomer and Bottom Line FocusMeasurementEmpowermentTeamwork/Effective MeetingsContinuous Process Improvement

Mea

sure

men

t Measurem

ent

Measurement

Empowerment/ Shared Leadership

Process Improvement/

Problem SolvingTeam

Management

Customer Satisfaction

Business Results

The Continuous Improvement Process

. . .

Measurement

TQ: Transforming an OrganizationTQ: Transforming an OrganizationFrom

Motivation through fear and loyalty

To Motivation through shared vision

Attitude: “It’s their problem” Ownership of every problem affecting the customer

Attitude: “the way we’ve always done it”

Continuous improvement

Decisions based on assumptions/ judgment calls

Decisions based on data and facts

Everything begins and ends with management

Everything begins and ends with customers

Crisis management and recovery Doing it right the first time Choosing participative OR scientific management

Choosing scientific AND participative management

Five Approaches of Defining QualityFive Approaches of Defining QualityHarvard professor David Garvin, in his book

Managing Quality summarized five principal approaches to define quality.

TranscendentProduct basedUser basedManufacturing basedValue based

PRODUCT BASEDPRODUCT BASED

Quality is viewed as a quantifiable or measurable characteristic or attribute. For example durability or reliability can be measured and the engineer can design to that benchmark.

Quality is determined objectively.Although this approach has many benefits, it has limitation

as well. Where quality is based on individual taste or preference, the benchmark for measurement may be misleading.

USER BASEDUSER BASED

It is based on idea that quality is an individual matter and products that best satisfy their preferences are those with the highest quality. This is rational approach but leads to two problems;

Consumer preference vary widely and it is difficult to aggregate these preferences into products with wide appeal. This leads to the choice between a niche strategy or a market aggregation approach which tries to identify those product attributes that meet the needs of the largest number of consumers.

Another problem concerns the answer to the question “Are quality and customer satisfaction the same?” the answer is probably not. One may admit that a Lincoln continental has many quality attribute, but satisfaction may be better achieved with an Escort.

MANUFACTURING BASEDMANUFACTURING BASED

Manufacturing-based definitions are concerned primarily with engineering and manufacturing practices and use the universal definition of “conformance to requirements”. Requirements or specifications are established by design and any deviation implies a reduction in quality. The concept applies to services as well as product. Excellence in quality is not necessarily in the eye of the beholder but rather in the standards set by the organization.

This approach has the serious weakness. The consumer’s perception of quality is equated with conformance and hence is internally focused.

ValueValue BasedBasedIt is defined in term of costs and prices as well as

number of other attributes. Thus, the consumer’s purchased decision is based on quality at an acceptable price. This approach is reflected in the popular Consumer Reports magazine which ranks products and services based on two criteria: Quality and Value.

The highest quality is not usually the best value. That designation is assigned to the “best- buy” product or service.

Customer SatisfactionCustomer Satisfaction

Customer Satisfaction

ConclusionConclusion

•TQM is important factor which works in every organization. It helps in improving the organization in all aspects like sales, production, customer satisfaction , etc.