Department of Information

Technology

TOTAL QUALITY MANAGEMENT

UNIT - I
Today’s objective

Understanding the importance of Quality.

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 QUALITY - DEFINITION
“Fitness for use - defined by customer”
Quality can be quantified as follows

Q=P/E
 
where, Q = Quality
P = Performance
E = Expectation
Two categories:
Quality by design
Quality by conformance

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 INTRODUCTION - TQM

 Total Quality Management (TQM) is an enhancement to the

traditional way of doing business.

Total - Made up of the whole

Quality
  - - Degree of Excellence a
  . Product or Service provides
 
Management - Art of handling, controlling,
directing etc.

  TQM is the application of quantitative methods and human

resources to improve all the processes within an organization
and exceed CUSTOMER NEEDS now and in the future.
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TOTAL QUALITY

Total Quality is an approach to doing business that attempts to

maximize the competitiveness of an organization through the continual
improvement of the quality of its products, services, people, processes,
and environments.

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TQM-DEFINITION

TQM is defined as both philosophy and a set of guiding

principles that represent the foundation of continuously
improving organisation.
It is the application of quantitative methods and human
resources to improve all the process within the organisation and
exceed customer needs now and in the future.

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 FROM INSPECTION TO TOTAL QUALITY

Earlier the operative’s work was inspected and a decision was made whether
to accept or reject it. As businesses became larger, so too did this role, and full
time inspection jobs were created.

Problems in inspection :
More technical problems occurred

The inspectors lacked training

Inspectors were ordered to accept defective goods, to increase output

Skilled workers were promoted into other roles, leaving less skilled workers
to perform the operational jobs

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EVOLUTIONS IN QUALITY

1924 – W.A. Sherwat of Bell Telephone developed

statistical charts.
1946 – ASQC American Society for Quality Control was
formed, now it is called ASQ.
1950 – W.Edwards Demings gave series of lectures on
Statistical methods to Japan engineers transformed
quality concepts in the organisation.
1954 – Joseph M.Juran introduced Juran Trilogy.Quality
planning – Quality Control – Quality Improvement

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EVOLUTIONS IN QUALITY

1960 – Quality control circles was formed. Zero

defects concepts were introduced.
1970 – Reactive approach to proactive approach.
1980 – SPC – Statistical Process Control.
1990 – Concepts of certification of ISO, CMM etc
2000 – six sigma concept - Six Sigma stands for Six
Standard Deviations.

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EVOLUTION OF QUALITY ERA
Evolution

TQM

TQC &CWQC

TQC

SQC

Inspection

Foreman

Craftsman
Years
1900 1920 1940 1960 1980 1990 2000
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 EVOLUTION OF QUALITY –MEANS & FOCUS

1975 1980 1985 1990 1995

2000

Productivity Quality TQC/TQM

Total Quality
Quality
Circle

Quality of
Work life Employee
Involvement

Self Directed /
Self directed Manager Teams
Employees
Teams
Empowerment

Operation Customers Innovations

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Thank You!

www.kgkite.ac.in