TQM

Assignment #1

Submitted To, Sir Salman

Submitted By, Muhammad Naeem Hanif

Roll# 338

Department of industrial management

Government College University
Faisalabad
QUALITY
Quality answers two questions: ‘What is wanted?’ and ‘How do we do it?’
Accordingly, quality’s stomping ground has always been the area of processes. From the
bread and butter of ISO 9000, to the heady heights of TQM, quality professionals specify,
measure, improve and re-engineer processes to ensure that people get what they want.
SERVICE
Intangible products that are not goods (tangible products), such as
accounting, banking, cleaning, consultancy, education, insurance, know how, medical
treatment, transportation. Sometimes services are difficult to identify because they are
closely associated with a good; such as the combination of a diagnosis with the
administration of a medicine

TOTAL QUALITY MANAGEMENT

Total Quality Management (or TQM) is a management concept coined by W. Edwards

Deming. The basis of TQM is to reduce the errors produced during the manufacturing or
service process, increase customer satisfaction, streamline supply chain management, aim
for modernization of equipment and ensure workers have the highest level of training.
One of the principal aims of TQM is to limit errors to 1 per 1 million units produced.
Total Quality Management is often associated with the development, deployment, and
maintenance of organizational systems that are required for various business processes.

PRODUCT QUALITY
The collection of features and characteristics of a product that contribute to its ability to
meet given requirements. Early work in controlling product quality was on creating
standards for producing acceptable products. By the mid-1950s, mature methods had
evolved for controlling quality, including statistical quality control and statistical process
control, utilizing sequential sampling techniques for tracking the mean and variance in
process performance. During the 1960s, these methods and techniques were extended to
the service industry. During 1960–1980, there was a major shift in world markets, with
the position of the United States declining while Japan and Europe experienced
substantial growth in international markets. Consumers became more conscious of the
cost and quality of products and services. Firms began to focus on total production
systems for achieving quality at minimum cost. This trend has continued, and today the
goals of quality control are largely driven by consumer concerns and preferences.

There are three views for describing the overall quality of a product. First is the view of
the manufacturer, who is primarily concerned with the design, engineering, and
manufacturing processes involved in fabricating the product. Quality is measured by the
degree of conformance to predetermined specifications and standards, and deviations
from these standards can lead to poor quality and low reliability. Efforts for quality
improvement are aimed at eliminating defects (components and subsystems that are out
of conformance), the need for scrap and rework, and hence overall reductions in
production costs. Second is the view of the consumer or user. To consumers, a high-
quality product is one that well satisfies their preferences and expectations. This
consideration can include a number of characteristics, some of which contribute little or
nothing to the functionality of the product but are significant in providing customer
satisfaction. A third view relating to quality is to consider the product itself as a system
and to incorporate those characteristics that pertain directly to the operation and
functionality of the product. This approach should include overlap of the manufacturer
and customer view

Understanding the deeper insights to improve the quality and to manage the total
quality.

• Break down barriers between departments

• Management should learn their responsibilities, and take on leadership
• Improve constantly
• Institute a programme of education and self-improvement

SERVICE QUALITY

 Customers also form perceptions of quality during the service transaction - how
effectively and efficiently the service was delivered and the speed and
convenience of completing the transaction

 Finally, customers evaluate support activities that occur after the transaction, that
is post-sale services

DEFINITION OF SERVICE QUALITY

Service quality refers to a number of inter-
related factors including the way in which individuals are treated by providers, the scope
of services and contraceptives available to clients, the quality of the information provided
to the clients and quality of the counseling skills, the promotion:

SERVICE CHARACTERISTICS

1)Behavior of the delivery person

2) Image of the organization

3) The customer present during the production process and performing the final
inspection

4) The measure of output is difficult to define.

SERVICE OFFERING
  Service quality can also be judged by considering the various “spheres” or
thresholds of the service offering as presented in Figure – 3 Service Levels
 The core benefit represents basic reasons why people buy, such as hunger, safety,
convenience, confidence, status, self-esteem, and so on.
 Gonroos uses the term “service concept” to indicate the core of a service offering,
such as offering a car rental as a solution to a short-term transportation need.

 The core benefit is the most fundamental level for which the service offering
stands for, that is, what the consumer is actually seeking.

Conclusion.

According to Jeol E Ross 21% of the is using the total quality in products manufacturing.
The other 79% of the people of United States putt maximum focus on services.