PRESENTATION

ON

TOTAL QUALITY MANAGEMENT

QUALITY

 The characteristics of a product or services

that bear on its ability to satisfy stated or
implied needs.
 A product or service free of deficiencies
DIMENSIONS FOR EUALATING THE
QUALITY OF PRODUCT OR SERVICES

 Performance
 Features
 Reliability
 Durability
 Conformance
 Serviceability
 Perceived quality
TOTAL COST OF QUALITY

Four quality related cost

 Internal failure cost:
costs caused by defects that occurs prior to
delivery to the customer
 External failure cost:
cost incurred by defects that are not detected
until a product or services reaches the
customers
CONT………….

 Appraisal cost:
cost a company incurs to assess its quality
levels
 Prevention cost:
the cost an organization incurs to actually
prevent defects from occurring to begin with
TOTAL QUALITY MANAGEMENT

 A managerial approach in which the entire

organization is managed so that it excels in
all quality dimensions that are important to
customers.
SEVEN PRINCIPLES OF TQM

 Customer focus
 Leadership involvement
 Continuous improvements
 Employee empowerment
 Quality assurance
 Suppliers partnership
 Strategic plan
 CONTINOUS IMPROVEMENT TOOLS

PLAN-DO-
CHECK-
PROCESS
ACT
MAPING
CYCLE
ROOT CAUSE
ANALYSIS
CONT…….

 Process mapping:
An activity that uses graphical symbols to
document the physical and information flows
of a process.
 Root cause analysis:
a process by which organizations brainstorm
about possible causes of problems (referred
to as “effect”) and then through structured
analysis and data gathering efforts, gradually
narrow the focus to a few root causes.
CONT…..

DO

PLAN CHECK

ACT
 CONT……

 Plans:
In this phase organizations plans improvements
 Do

in this phase it carries out the changes that were

settled on in the “plan” phase
CONT……….

 Check
Measurement and evaluation to determine
whether or not the changes have had the
desired result.
 Act
Organizations incorporates the changes into
its standard operating procedures.
 STATISTICAL QUALITY CONTROL

Statistical quality control is the application of

statistical technique to quality control.
Some of the more popular statistical quality
applications:
 Process capability ratio
 Six sigma quality
 Control charts
 Acceptance sampling
THANK YOU