TOTAL QUALITY

MANAGEMENT
Presented By:
Ms. Irum Shahzadi
3rd Lecture

QA and QC
Quality Assurance (Proactive approach) An overall
management plan to guarantee that the offered product or
service will satisfy the given requirement for quality. The
steps that reduce defects or possible failure e.g. temperature
or humidity must control to make products workable.(process
oriented)
Quality control (reactive approach) A series of operational
techniques and activities or analytical measurement used to
ensure quality requirements. (product oriented)

Manufacturing Quality vs. Service Quality

Manufacturing quality focuses on tangible product.
-Examples include cars, CD players, clothes,
computers, and food items.
Service organizations produce intangible products
-Examples include delivery of health care, experience
of staying at a vacation resort, and learning at a
university.

Dimensions of Quality for Manufacturing vs.

Service Organizations
Manufacturing
Conformance to
specifications
Performance
Reliability
Features
Durability
Serviceability

Service
Tangible factors
Consistency
Responsiveness to
customer needs
Courtesy / friendliness
Timeliness / promptness
Atmosphere

ADVANTAGES OF TQM

Helps to face competition

Expansion and Diversification
Better profitability,
Increase sales and market shares,
Reduction in rejections,
Successfully new product launch,
Improved productivity,
Improved quality,
Employee job satisfaction,
Improved system,
Standardization of work routines,
Reduction in Customer complaints
Highly Motivated Personnel.

Causes of TQM Implementation Failures

Lack of a company-wide definition of quality,

Lack of a genuine quality culture,
Lack of top management support and commitment,
Lack of a customer focus.
Poor inter-organizational communication,
Lack of real employee empowerment,
Lack of employee trust in senior management,
Drive for short-term financial results,
Politics issues,
Over- and under-reliance on SPC methods,

Poor
Product
Quality

High
Product
Quality
Improved
Economy

Satisfied
Customers
Happy
Citizens

eater possibility
of
vestment
and Development
Higher
Revenue

Economic
Depression

Dissatisfie
d
Customers

Pressure on the
government to
provide
employment
opportunities

Increased
Sales

Decreased
Sales

No
Improvement
& decreased
Employment

(Locally &
Exports)

Less
Revenue