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Total Quality Management - TQM

Standards in Actionwww.bsieducation.org/standardsinaction


The quality journey continues..

By : Avinash kumarAbhay sinha

DanishHizam

Monika senger
http://www.uwe.ac.uk/?page=0


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Session Plan Introduction to concepts of TQM Standards and TQM TQM Reasons for failure Measurement of Quality


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Total Quality Management TQM is a philosophy which applies equally to all parts of the

organization. TQM can be viewed as an extension of the traditional approach

to quality. TQM places the customer at the forefront of quality decision

making. Greater emphasis on the roles and responsibilities of every

member of staff within an organization to influence quality. All staff are empowered.


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Total Quality ManagementDoing things right..

.FIRST time.

Internetix (2005)


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British Standards on TQMBS 7850-1:1992 Total quality management.

Guide to management principles.

BS 7850-2:1994,

ISO 9004-4:1993 Total quality management. Guidelines for quality

improvement.


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Elements of TQM Leadership

Top management vision, planning and support.

Employee involvement

All employees assume responsibility for the quality of their work. Product/Process Excellence

Involves the process for continuous improvement.


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Elements of TQM Continuous Improvement

A concept that recognizes that quality improvement is a journeywith no end and that there is a need for continually looking for newapproaches for improving quality.

Customer Focus on Fitness for Use Design quality

Specific characteristics of a product that determine its value in themarketplace.

Conformance quality The degree to which a product meets its design specifications.


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A fundamental concept of TQMfrom BS 7850 - a Process

A set of inter -related resources and activities which transform inputs into outputs. (ISO 8402) .

Any activity that accepts inputs, adds values to theseinputs for customers, and produces outputs for these customers. The customers may be either internal or external to the organization. (BS 7850)


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Controls

Process OutputsInputs

Resources

"The Simple Process"

(Source: BS 7850: 1992, Total Quality Management)


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Changing Role of the Process Owner

As customer

Process owner

As customer As supplier

Process owner

As supplier

Process 1

Process 1

InputOutput

Output tocustomer

Input fromsupplier

(Source: BS 7850: 1992, Total Quality Management)


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TQM & organizational Cultural ChangeTraditional ApproachLack of communication

Control of staff

Inspection & fire fighting

Internal focus on rule

Stability seeking

Adversarial relations

Allocating blame

TQM

Open communications

Empowerment

Prevention

External focus on customer

Continuous improvement

Co-operative relations

Solving problems at their roots


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Standards in Action

www.bsieducation.org/standardsinaction

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57025788 total quality management tqm

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