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Chapter 01 - TQM Evolution
Chapter 01 - TQM Evolution
Chapter I
Introduction
- Total Quality Management (TQM) is customer oriented management
philosophy and strategy.
- Centered on quality so as to result in customer delight.
- “Total” : implies that all members of the organization make consistent efforts
to achieve the objective of customer delight.
Introduction
- TQM philosophy was evolved in Japan after World War II.
- Edward Deming - American quality expert
- Helped the Japanese to apply concepts of TQM.
Definition of Quality
- Timeliness
- Aesthetics
- Regulatory Requirements
- Requirements of Society
- Conformance to Standards
Evolution of Quality
1. Dr. Walter A Shewhart (1891-1967) worked in Western Electric Company and
AT&T, USA.
- Advocated Statistical Quality Control (SQC) and Acceptable Quality Level
(AQL)
- Father figure of SQC, who developed control charts for quality assessment
and improvement
2.) Deming W. Edwards (1900-1993)
Quality of:
Design, conformance, performance, service
Quality of Design - refers to how well the product/service has been designed to
meet the current & future requirements of customers.
Quality Improvement
Aims attaining unprecedented level of performance, which are significantly better
than the past level.
Strategic Planning
Involves making plans for the following, in particular:
- Business value
- Investment in machinery and equipment
- Manpower to be hired
- Budget
- Product diversification
- Markets to be served
- Strategies for improving profits
Quality Management (QM)
Comprises “ All activities of the overall management function that determine the
quality policy, objectives and responsibilities and implement them by means such
as quality planning, quality control, quality assurance and quality improvement
within the quality system.”
Just-In-Time (JIT)
This means that at no stage of manufacturing nobody or nothing waits for
anything. This is to ensure that there is no waste of machinery, materials, and
manpower.
ISO 9000 Standards
Released for the first time in the year 1987 to bring in system for quality in every
organizations.