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QMCS W01.2 + Intro To Total Quality
QMCS W01.2 + Intro To Total Quality
SERVICE
Unit 1 : Introduction
“ Introduction to Quality”
Week : 01.2
QUALITY MANAGEMENT AND
CUSTOMER SERVICE
U N IT 1 : I N TRODUCTION TO Q UALITY A ND C U STOMER S E RVICE
“ TOTAL Q UALITY A ND TQM”
WEEK: 0 1 . 1
UNIT’S LEARNING OUTCOME
•Describe and contextualize quality in given situations.
•The ability to apply knowledge of mathematics, science,
and engineering in the solution of complex engineering
problems.
•The ability to créate, select and use modern engineering
and information technology techniques skills, resources and
tools, including prediction and modeling, with an
understanding of their limitations.
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Prepared by Prof Augusto Choy
Introduction to Quality
WHAT IS Q UALITY
Q UALITY C HARAC TERISTIC S
SHORT HISTORY OF Q UALITY
Unit 1 : INTRODUCTION TO QUALITY AND CUSTOMER SERVICE
INTRODUCTION
◦ Course Introduction
◦ Introduction to Quality
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
What is Total Quality
Total quality (TQ) is:
“a total, company-wide effort--through full involvement of the entire workforce and a focus on
continuous improvement--that companies use to achieve customer satisfaction.”
Total quality is grounded on three core principles:
◦ a focus on customers;
◦ participation and teamwork; and
◦ continuous improvement and learning.
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Total Quality Management (TQM)
The basic principles that justify TQM are:
◦ Customer satisfaction: It is the heart of the concept of quality that must
be implemented in an organization that aspires to total quality, which
means, among other things, open the largest possible number of
channels to hear good feedback from our customers about our products.
◦ Continuous improvement: when the product is delivered to the
customer, is being continually re-designed and re-developed, i.e. the
production system of the company must be based on continuous
feedback from customers, constantly adapting to their opinions,
continually incorporating the improvements and, therefore, providing an
ongoing improvement of the production processes of the organization.
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Total Quality Management (TQM)
◦ Fact-based management: the statements made on
any aspect of the production system must be based
on facts, not opinions; They must be measurable
numerically, so that they are able to be accepted by
the entire organization.
◦ People-based management: an organization
interacts with many people, as suppliers, employees
and customers. TQ is based on the idea that nobody
really knows the relationship between the
production system and its suppliers and customers
than the workers themselves.
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Total Quality Management (TQM)
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
TQM’s Organizational Infrastructure
Principles
The Quality Philosophies of Deming, Juran and Crosby and others
Practices
Customer Strategic Management Process Total Participation
Focus Focus by Fact Orientation
Employee Leadership
Engagement
Tools
Customer Quality planning Data and Control Charting Performance Vision and
Engagement & Information monitoring Presence
Implementation Statistical Theory
Voice of the Performance Teamwork Sustaining a
Customer measurement quality culture
Quality Tools
Training
Customer /
Supplier
Continuum Short Case: TQM AT EUROCAMP TRAVEL
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
TQM at Eurocamp Travel
TQM Practices Action First attempt Second attempt
Implementation Used a consultant Company-led
Overseen by Senior managers Departments
Leadership
Sustainability Momentum not High level of
sustained enthusiasm
Team composition Senior managers All grades of employees
Employee Engagement Team selection Selected Voluntary
Training Trained teams Trained all levels of
employees
Understanding of processes Little Great
Focus ‘Important’ projects Internal processes
Process Orientation
Approach to process ‘top-down’ ‘bottom-up’
improvement
Success Unsuccessful Successful
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Quality at the personal level
Personal initiative has a positive impact on business
success
Quality begins with personal attitudes
Quality-focused individuals often exceed customer
expectations
Attitudes can be changed through awareness and effort
(e.g., personal quality checklists)
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Session Summary
•In the Fordist manufacturing productivity - quality trade off, production
volumes always won.
•Following competition by Japanese firms, TQ began to be adopted by
Western firms.
•TQ is based on three core principles:
◦ a focus on customers;
◦ participation and teamwork; and
◦ continuous improvement and learning.
•It requires an infrastructure of basic management systems to function
effectively and to put into effect the principles of TQ.
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Videos
Deming part 1:
https://www.youtube.com/watch?v=GHvnIm9UEoQ
Total Quality Management
http://www.youtube.com/watch?v=OSA1q107IYg
Total Quality Management (TQM) As Practiced By Ikea:
https://www.youtube.com/watch?v=r5fXU4nyRok
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
References
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy
Thank-you
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Source: Evans, J.R. and Lindsay, W. M. (2011) Managing for Quality and Performance Excellence Prepared by Prof Augusto Choy