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What is T.Q.M? Why T.Q.M Who will do T.Q.M Benefits of T.Q.M

1) T.Q.M it is an integrated organization approach in delighting customers both (external and internal) by meeting their expectations on a continuous basis through everyone involved with the organization working on continuous improvements in all products, service and processes along with problem solving methodology. 2) T. - Total everyone, all aspects Q Quality customers expectations required M Quality does not happen on its own. Fundamentals of Human SPORT 3) Elements (1) People (2) Appropriate technology (3) Problem solving tools / procedures (4) Continuous Improvement



Elements of T.Q.C 1) Systems and Procedures 2) Problem solving facts finding 3) PDCA (Demings continuous improvement cycle) 4) Process Control 5) Cost of quality 6) Voice of customer

T.Q.C It is the activity performed by everyone in the organization to ensure that total customer satisfaction is achieved at minimum possible cost. T.Q.C 1) Q.C. Concepts (ways of thinking) 2) Q. C. systems (ways of managing) 3) Q.C. tools (ways of controlling)

Q.C. tools 1) Checklist 2) Histogram 3) pareto analysis 4) cause effect disaster 5) scattered in glass (regression analysis) 6) stratification 7) Control charts Who is Customer? 1) Anyone using our product 2) The next person in the line 3) Your Boss External / Internal Customer Good Quality / Bad quality bad quality is remembered for long time.

1. Wrong blood given to patient 2. Surgeon forgetting gloves in patient stomach 3. Wrong entry in pass book For good quality involvement of people will be needed. T.Q.M - Who can implement everyone. Who is best person to change Thus T.Q.M it is not an additional task but way of doing thing apparently. T.Q.M represents company wide effort that includes all employees suppliers and customers and aimed at improving qualities of products and process. It is a way of doing the things right way of doing the things right way It is continuous improvement It is a process of changing and questioning to achieve better than last time. It is value added management philosophy Involvement of people It concerns with quality of all activities Slowly but gradually / marginal improvement Small improvement continuous long time It requires less monitoring / less expensive finally it leads to perfection It tells for attitudinal changes / change mind set This tells all of us are learner, show me is a heat sign, may be is a knowledging new thoughts It is basic business strategy for firms that aspire to be world class

Benefits of T.Q.M 1) 2) 3) 4) 5) 6) 7) Happy satisfied employee Better products / service Increased productivity Reduce cost Increase market share profitability increase, growth perpetuality, increase moral Quality and

Deming Says Productivity goes up cost comes down as quality goes up, should implement TQC well.

Quality triology in T.Q.M. (By Juran) Quality Planning

Quality Planning

Quality Planning Quality Planning 1) Identify customers (internal External) 2) Identify their needs 3) Develop features that satisfy customers needs 4) Establish quality goods 5) Prove process capability

Quality Control: to achieve the conduct of operations accordingly all time every time. 1. 2. 3. 4. 5. 6. Choose unit of measured Establish how to measure Establish standards of performance Measure of actual performance Interpret difference (standards / actual) Take actions on the difference

Since Quality = less variations that the normal Quality Improvement Future results Gap Existing position

Gap of imperfection to be neatly quality improved Quality Improvement To achieve the conduct of operations at levels of quality distinctly superior to planned performance. 1) 2) 3) 4) Prove the need for improvement Build awareness of opportunities to interface Organize for diagnosis Prove remedies are effective

Tools and Techniques of T.Q.M

Do it

Process emphasis Customer Focus

Cost & Quality

Key Principles

Continuous Improvement Measurement

Quality Improvement systems & process Training & Education

People Involvement

Demings chain reaction in T.Q.M Improve quality

Cost Decreases

Producing Improvement

Capture Market with better Quality and Lower Price

Stay in Business

World class Status (growth) Successful implementation of T.Q.M Needs serious commitment from all particularly from top management in the leadership.

T.Q.M people Based Management T. Q. M Humanistic Element 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Win for All Continuous education Participation by all Next process customer Respect to people Working in terms Process orientation Q. C. circle Kaizen Break down barriers 1. 2. 3. 4. 5. 6. 7. 8. 9. Rational elements Working with fact and data Variations statistical thinking S.Q.C. tools Management tools Prioritization Standardization Policy and cross functional management Daily management

Tools and Techniques for T.Q.M. 1) Crealy customer focus: Complaints, feedback system, customer survey etc. leeds to design changes product changes. 2) Long Range Plan: Customer needs market segments, financial analysis (B.E.M) purchase plans. 3) Continuous Improvement: various tools T.Q.C tools 4) Daily Process Management: Failure mode analysis FMA, SPC, Supplier management, Design standards, Process standards. 5) Employee Involvement Techniques Q.C., Continuous Training, Employee Suggestions

Principles and Core Concept of T.Q.M. Principles of T.Q.M. 1) Delight the customer 2) Management by facts 3) People based management 4) Continues improvement 5) It highlights on Total Quality (T.Q.) Quality of all aspects of the organization as a total system (not as a separate area or programmes. 6) TQM is about changing the way the things are done with in the organizations life, time, people must know what to do, how to do it, have right methods to it and able to measure the improvement of the process and the current level of achievement in order to IMPROVE THE PROCESS.

CORE CONCEPTS OF TQM 1) Customer total satisfaction 2) Internal customer are real 3) All work is process 4) Customer focus 5) Universal quality responsibility (everyone responsible) 6) Measurement of work (Quality) 7) Team Work 8) People make quality 9) Continuous improvement cycle 10) Prevention Other Concept of T.Q.M. 1. 2. 3. 4. 5. 6. Sustain management commitment Finding root cause and taking corrective action Employee involvement and empowerment Thinking statistically use of SQC tools Synergy of team Bench Marking: consists of indentifying the best features from both internal and external customer, prospective of other organizations or competitors who perform well and incorporating their wisdom into organization. Inventory reduction Value improvement Supplier teaming (marketing by association) with a few high quality suppliers. TQM philosophy is that lowest initial cost often does not reflect the lowest overall life cycle cost. Training and education

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Continuous Quality Improvement in process and people 1) By training 2) learning through sharing of experiences 3) Up gradation of process by removing NVA. i.e. productivity enhance must be eliminating of wastage of materials, packaging and control on leak cases and spoilages at source of generation. 2) Increasing labor efficiency 1. Importance of working conditions 2. Good H.R 3. Tension free environment 4. Proper communication on fatigue heat, humidity 5. Safety of people, plant and machine 6. Legal compliance to all applicable laws of land.

Two ways of Quality can improve Profitability Sales gains 1) Improved response 2) Higher prices 3) Improved reputation Improved Quality Reduced Costs 4) Increased Productivity 5) Lower rework & scrap cost 6) Lower warranty costs Increased Profits

Old and New Concept of Quality Old Concept 1) 2) 3) 4) 5) 6) 7) About Product Technical For Inspectors Lead by Expert High Grade About Control (maintain the quality) Small q 1) 2) 3) 4) 5) 6) 7) New Concept About Organization Strategic Everyone Lead by Management Appropriate Grade About Improvement of the Quality Big Q

Big Q

= Q1 +Q2 +Q3 +Q4 + Q5 = various parameters or all aspects = Quality and product Quality of people Quality of cost Quality of delivery Quality of service Quality of objectives Quality of presentation

Total Quality

The flow of Activities that are Necessary to achieve TQM

Organizational Practices 1. Leadership 2. Mission Statement 3. Effective Operating Procedures 4. Staff Support 5. Training

Quality Principles 1. Customer Focus 2. Continuous Improvement 3. Employee Empowerment 4. Bench Marking 5. JIT 6. Tools of TQM

Employee Fulfillment 1. Empowerment 2. Organizational Commitment Yields: Employee attitudes that can accomplish what is important & to be accomplished.

Customer Satisfaction 1. Meeting Customer requirements 2. Repeat Customer Yields: An effective organization with a competitive advantage.