Total Quality Management (TQM)

Prof. Vivek Kumar

January 11, 2014

Prof. Vivek Kumar

A Thought
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it.

January 11, 2014

Prof. Vivek Kumar

A Thought
He is not an outsider on our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.

January 11, 2014

Prof. Vivek Kumar

Meaning of Quality and its evolution

January 11, 2014

Prof. Vivek Kumar

Quality is both thinking why something is done, and why it is done that way: then thinking differently to improve it. Taiichi Ohno, Toyota
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QUALITY?

January 11, 2014

Prof. Vivek Kumar

Definition
Fitness for purpose or use. - J M Juran
Conformance to specifications - Anonymous

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Prof. Vivek Kumar

Definition
The ability to satisfy stated needs - Traditional
Quality is Meeting or Exceeding Customer Expectations. - Japanese

January 11, 2014

Prof. Vivek Kumar

Definition
A predictable degree of uniformity and dependability at low cost and suited to market. - Dr. W E Deming
Quality is conformance to requirements. - Philip B Crosby
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Definition
Avoidance of the Loss a Product Causes to Society after being Shipped. - Dr. Genichi Taguchi

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Definition
The Totality of Features and Characteristics of a Product or Service that Bears on its Ability to satisfy Stated or Implied Needs. - ISO 8402:1986

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Definition
Quality is free.
(Through reduction in Cost of Non-conformance.) - Philip Crosby
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Definition
Degree to which a set of Inherent Characteristics fulfills Requirements. - ISO 9000:2000

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Definition
Low
Low Cost Quality

High

Junk

Desired Quality

High

Bad Business

Small, selected market

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Types of Quality

ABSOLUTE RELATIVE

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Total means
TOTAL implies Complete (100%) All Areas and Functions All Activities All Employees All Times
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Total Quality means

Requires

a cultural change and attitudinal change. Improving customer service and satisfaction. Everyone understands their roles, responsibilities and authority.
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Total Quality means

Everyone

understands the internal customer/supplier chain. Ensuring Total Teamwork. Pulling down functional barriers. Eliminating problems.
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Total Quality means

Achieving

global competitive advantage. Process of continuous improvement. Eliminating waste in the institution. Involving everyone.
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Quality May Not Be What You Think It Is

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Customer?

Who is a customer? Who is the customer to the you?

What are his/her expectations?

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Quality Parameters
Performance
Features

Reliability
conformance

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Quality Parameters
Durability
Serviceability

Aesthetics
Perceived

Quality

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Service industry factors?

Time
Timeliness

Completeness
Courtesy

Consistency

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Service industry factors?

Accessibility
Convenience

Accuracy
Responsiveness

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Erroneous Assumptions
1. The Belief that Quality means Goodness, or Luxury, or Shininess, or Weight. 2. The Belief that Quality is Intangible and, therefore, not Measurable. 3. The Belief that there is an Economics of Quality.
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Erroneous Assumptions
4. The Belief that the Problems of Quality are Originated by the Employees. 5. The Belief that Quality Originates in the Quality Department.

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Absolutes of Quality
The definition of Quality is Conformance to Requirements The System of Quality is Prevention The Performance Standards is Zero Defects The Measurement of Quality is the Price of Nonconformance

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Remember
Customer satisfaction is first and foremost a state of mind and action , an every minute of every day obsession.
- Charles M Cawley
President, MBNA
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