total quality management introduction to tqm by abdulla jassim abdulla
TRANSCRIPT
Total Quality ManagementTotal Quality Management
Introduction to TQM
By
Abdulla Jassim Abdulla
Basics of TQMBasics of TQM
Involvement and EmpowermentTeamworkScientific ToolsCommitment Training and EducationCustomer focus
Joiner TriangleJoiner Triangle
Summary of the basics of TQM CONTINUOUS
IMPROVEMENT
CUSTOMER FOCUS
SCIENTIFIC APPROACH
TEAMWORK
Customer FocusCustomer Focus
Survival of any organization is dependent on customers.
Customer Satisfaction.
External Customers:Internal Customers:
Continuous ImprovementContinuous Improvement
Requirement for competitiveness.Focus on process & structure rather than results.
Structure Process Outcome
Strategy & Design
Support & Stimulate
‘Carrot & Stick’
TeamworkTeamwork
Utilizing everyone’s knowledge Shift away from Internal competition.Involve suppliers as well as customers.Old theories: F.W. Taylor
Scientific ApproachScientific Approach
7 basic tools of quality.Statistical Tools.Analytical approach.Improvement Methodology (FOCUS)Change Methodology (PDSA)
MethodologyMethodology
• F find a process to improve
• O organize an improvement effort.
• C clarify the current process.
• U Understand process variation
• S select improvement strategies
P Plan the change
D Do or implement the change
C check the results
A act upon the data to reinforce or modify the change
What is Quality?What is Quality?
Definitions
Qualitative
Quantitative
Why is Quality important?Why is Quality important?
Physical Outcomes
Service outcomes
Cost outcomes