TQM

Quality Management

Presented by Presented to
Bishesh Bhattarai Prof. Dr. Laxman Poudel
078MSMDE007 DMAE IOE Pulchowk

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 Quality Management
Lecture objective
• Overview of Quality management
• TQM Defined
• Quality Specification
• TQM Tools, external Benchmarking
• ISO standards
• Service Quality measurement
• Six sigma Quality

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 What is Quality?
• Perfection
• Fast Delivery
• Providing good and usable product
• Eliminating Waste
• Fitness for use
• Consistency
• Doing it right for the first time
• Delighting or pleasing customer
• Total customer service and satisfaction

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Total Quality Management
• Total :Made up of the whole

• Quality : Degree of excellence of a

product or service

• Management :Act ,art or manner of

handling , controlling, directing ,
etc.

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 TQM
• Total Quality Management (TQM) is an organizational management approach that focuses on
producing quality products and services to fulfill customer needs. As a quality management technique,
TQM involves all workers to maintain high standards of work across the entire company.
Implementing TQM can help improve employee productivity, increase customer satisfaction, and
achieve competitive advantage.

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 Total Quality Management: Basic Concept
• Management Involvement and
Commitment
• Focus on Customer
• Effective Involvement and
Utilization of Entire Work Force

Continuous Improvement of the

business and production process
Treating Suppliers as Partners
Establish Performance measures
for the process
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 Six Sigma
• It is a business improvement approach.
• Seeks to find and eliminate causes of
defects and errors in manufacturing and
service providers
• Focus on outputs that are critical to
customers and a clear financial return for
the organization
• Aims at producing no more than 3.4 PPM
defects.
• Pioneered by Motorolla in the Mid 1980
• Popularized by the service of GE.

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Inspection (1930)
Evolution of quality management was started after the 1st world war with the inspection of mass
production in 1930. This was the only method to check the quality of the product by the
manufacturer or by the customer. The only objective of the inspection method was to picked out
that product which could not be used by the customer, no defect finding criteria was followed.
This was the stage of controlling unusable product reaching to the hands of customer.

PC (Statistical process control) was introduced in 1950 to study the variation produced in the
product.

In SPC we got understand that the flaws came in the output or the final product might cause of
the different variation in the process or the input.

QMS (1990) 
TQM and ISO 9001, both system accepted as management guide lines for smooth functioning of
quality management system within the organization, organization deliver good products to
satisfy the customer, but both system did not directly control the quality because the systems
didn't really touch the bottom line of the company or the profits of the company, reason was
these systems were presented in philosophies not as tools and so these didn't impact the profits of
the organization. 

D-M-A-I-C
D-Define
M-Measure
A-Analysis
I-Improve
C-Control

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 Quality Management and the evolution of Six Sigma
 Skilled Craftsmanship during middle ages
 Industrial Revolution: Rise of inspection and separate
quality department
 Early 20th Century: Statistical Methods at Bell Systems
 Quality Control during world war II
 Post war Japan: Evolution of Quality Management
 Quality Awareness in US Manufacturing industry during
1980’s.
 Malcolm Baldridge National Quality Awards (1987)
 Emergence of QM in service industry, government,
health and education.
 Birth of Six Sigma
 Current and Future challenge: Keep progress in Quality
Management

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Evolution of Quality Systems

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TQM v/s Six Sigma

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Cause and effect Diagram(Fishbone Diagram)

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 Six Sigma Methodology
• DMAIC
 Define
 Measure
 Analyze
 Improve
 Control

• Incorporates a wide variety of the

statistical process improvement
tools.
• Generally the goals is 3,4 PPM
defect level
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Six Sigma Improvement Model- Existing Business
Process
Manufacturing

Process Input
Output customer
DMAIC

Improved Business :Quality, productivity , cost , profitability

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 Six Sigma works for Everyone
 Customers- Higher Satisfactions at lower cost.

 Plant Managers- Reduce waste, improve product,

consistency, solve equipment problems, create
capacity

 HR Managers- reduce cycle time for hiring

purpose

 Sales Manager- Improves forecast reliability,

pricing strategy, pricing variations.

 Anyone- better understands customer needs and

tailor everyone offering to them.
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 Quality Gurus
Edwards Dening
 PDCA Cycles
 14 Points of Transformation Management
JM Juren
 Managerial Practice, Training, Cost of Quality
Armand Feigunbaun
 Total Quality Control
Kauru Ishikawa
 Quality Circle
 7 Circles
Philip Grosby
 Defects and Quality
Genichi Taguchi
 Quality Loss Function
 Robust Design
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 Consequences of Poor Quality
Product Fails
Does not meet the requirement
Goes over pricing
Delivery goes beyond deadline
Loss of Business
 Poor units and defective or services can result in loss
business
Liability
 Damage or injury resulting from faulty decision.
Productivity Loss
 Productivity and Quality are closely related
Costs
 Poor Quality increase production and marketing
failure. 17
TQM Says “ Responsibility for Quality must
be shared thorough”
Top Management
Design Technology
Procurement, Contract
Management
Production/ Operation/
Inspection
Quality Assurance
Packaging and Shipping
Marketing and Sales
CS/ Aftersales

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 Customer Acceptance Criteria-Total Experience
S.N Criteria Product Automobile Service-Auto repair
1 Performance Everything Works, fit and finish, handling, grade of material All work done at agreed price.
used Friendliness, courtesy, competency,
quick's

2 Aesthetics Interior Design/ Soft touch Clean work/ Waiting Area

3 Special feature, convenience, Hi- Gauge, Control Placement, Cellular Phone Location, Call when ready, Computer
tech generated JO

4 safety Auto lock, Brakes, air bags Separate Waiting Area

5 Reliability Infrequency of Break down Work done correctly

6 Durability Useful life in miles Work holds up over time

7 Perceived quality Top Rate Car Award winning service department.

8 Service after sales Handling of Component Handling of Complaints.

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