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TQM Module 2
TQM Module 2
Total Quality Management (TQM) above and many others listed above. Thus,
functionality refers to those functions that will
satisfy a customer.
MODULE No. 2
Reliability. A car should not breakdown often.
This is the reliability attribute to quality.
TQM Evolution Reliability is measured by mean (average) time
between failures (MTBF). Reliability is an
Introduction indicator of durability of products. For instance,
the MTBF of a car can be specified as 1000
hours of running or 10000 kilometers.
Total Quality Management (TQM) is customer
oriented management philosophy and strategy. Usability. A product should be easily usable.
It is centered on quality so as to result in The customer should be able to use the product
customer delight. The word “Total” implies that easily without the help of experts. For instance,
all members of the organization make consistent repairing a car may need the help of a
efforts to achieve the objective of customer mechanic, but the car can be driven by the
delight through systematic efforts for owner himself, if he is trained accordingly.
improvement of the organization. Thus, each product should be made so that a
person can use if with minimum training.
TQM addresses the concepts of product quality, Usability can also be measured by the time
process control, quality assurance and quality taken for training an operator for error-free
improvement, all of which are aimed at customer operation of a system.
delight. Therefore, it is important to get the right
meaning, interpretation and understanding of the Maintainability refers to the ease with which a
term quality and related term. This will provide a product can be maintained in the original
strong foundation for TQM. condition. Products may be become defective
while in use or in transit. It should be repairable
so as to retain the original quality of the product
Definition of Quality at the lowest cost at the earliest possible time.
Juran, one of the quality guru, defined quality as Efficiency. This is applicable to most products.
fitness for use. A very concise definition indeed, Efficiency is the ratio of output to input. If a car
for a term that has so many dimensions ! gives a mileage of 20 kms per litre of gasoline
Quality of a product or service in simple terms is and another car with identical features gives 15
its suitability for use by the customer. Quality kms per litre, then the former is more efficient
has to be perceived by the customer. than the latter. Another example is the
Perception of the supplier is also important, but brightness of a lamp at a given input voltage.
the customer experience of quality of a product
or service is more important. Quality does not Portability. This is more important in the
mean an expensive product ; on the contrary, it context of software. Portability is defined as a
is fitness for use of the customer. set of attributes that bear on the ability of
software to be transferred from one environment
to another. The environment may be
Dimensions of Quality organizational, hardware or software
environment. Any program purchased such as
an accounting software, should be usable in
Quality has many dimensions. The dimension of may different machines without any problem.
quality are nothing, but the various features of a This is portability. This feature is applicable
product or service. even to consumer goods such as bulbs, razors,
etc.
Product Quality
Service Quality
Functionality refers to the core features and
characteristics of a product. The definition of
functionality as per ISO / IEC 9126 : 1991 : Unlike products, every service is made to order.
Therefore, the service quality has additional
“A set of attributes that bear on the existence of features. In availing a service, the customer
a set of functions and their specified properties. interacts more with the service provider.
The functions are those that satisfy stated or
implied needs.” The quality of service depends to a large extent
on understanding the correct requirements of
For instance, a car has to have a seating the customer through such interactions. Each
capacity for five persons ; a steering wheel, an service has to be designed specifically for the
accelerator, a break, a clutch, head lights, gears, customer. Hence, quality of service design is an
four wheels, etc. The functionality of a car important feature. Service delivery is another
represents each one of the functions mentioned feature of service quality. Thus, the additional
features of service quality are :
1
2
2
3
Armand V. Feigenbaum.
Define process.
List all activities
Flowchart the process.
List the elapsed time for each activity.
Identify non-value adding tasks.
Eliminate all possible non-value adding
tasks.