Total Quality Management Presentation

SCHOOL OF COMMERCE
A presentation on
TOTAL QUALITY MANAGEMENT
Submitted TO: Submitted BY:

Prof. Sonal Goyal EXUBERANCE
OBJECTIVE
• To introduce the quality management process and
key quality management activities
• To explain the role of standards in quality

management.
• To explain about various councils promoting quality.

Contents
• Introduction
• Historical Overview
• The Deming cycle
• Deming’s fourteen points
• Deming’s seven deadly diseases
• Quality Management System
• International organization for standardization
• Quality Technology Tools
• Six sigma
• Kaizen
• 5s system
• 7 quality control tools
• Quality councils
• Quality councils in India
INTRODUCTION
• Meaning of Quality
• Meaning of Quality Management
• Meaning of Total Quality Management
• Need of Total Quality Management

TQM six basic Concepts
• Management commitment to TQM principles and

methods & long term Quality plans for the Organisation
• Focus on customers – internal & external
• Quality at all levels of the work force.
• Continuous improvement of the production/business
process.
• Treating suppliers as partners
• Establish performance measures for the processes.
Effects of poor Quality
• Low customer satisfaction
• Low productivity, sales & profit
• Low morale of workforce
• More re-work, material & labor costs
• High inspection costs
• Delay in shipping
• High repair costs
• Higher inventory costs
• Greater waste of material
Benefits of Quality
• Higher customer satisfaction
• Reliable products/services
• Better efficiency of operations
• More productivity & profit
• Better morale of work force
• Less wastage costs
• Less Inspection costs
• Improved process
• More market share
• Spread of happiness & prosperity
• Better quality of life for all.
Historical Overview of Quality Control
• Quality in articles and artifacts produced by skilled craftsmen and

artisans from the B.C. era eg. goldsmiths,silversmiths, blacksmiths,
potters,etc.
• Artists & Artisans Guilds in the Middle ages spent years imparting
quality skills and the worksmen had pride in making quality products.
• Industrial Revolution brought factory manufacturing where articles were

mass-produced and each worker made only a part of the product,and
did not sense the importance of his contribution to the quality of the
product .
Historical Review of Quality Control
• In 1924, W.A.Shewhart of Bell Telephone Labs

developed a statistical chart for the control of
product variables – the beginning of SQC and SPC.
• In the same decade, H.F.Dodge and H.G.Romig of
Bell Telephone Labs developed statistical acceptance
sampling instead of 100% inspection.
• In 1946,the American Society for Quality Control was
formed.
• In 1950, W. Edwards Deming,who learnt SQC from
Shewhart,taught SPC & SQC to Japanese engineers
and CEO’s
Historical Review of Quality Control
• In 1954,Joseph M.Juran taught Japanese

managements their responsibility to achieve quality .
• In 1960, the first quality control circles were formed.
SQC techniques were being applied by Japanese
workers.
• 1970’s US managers were learning from Japan
Quality implementation miracles.
• In 1980’s TQM principles and methods became
popular.(also in auto industry)
• In 1990’s ,the ISO 9000 model became the world-
wide standard for QMS.
The Deming Cycle
1. Conduct consumer research and use it in
planning the product (PLAN).
2. Produce the product (DO).
3. Check the product to make sure it was
produced in attendance with the plan
(CHECK).
4. Market the product (ACT).
5. Analyze how the product is received in
the market in terms of quality, cost and
other criteria (ANALYZE)
Deming’s Fourteen Points
1. Create constancy of purpose.
2. Adopt philosophy of prevention.
3. Cease mass inspection.
4. Select a few suppliers based on quality.
5. Constantly improve system and workers.
6. Institute worker training.
7. Instill leadership among supervisors.
8. Eliminate fear among employees.
9. Eliminate barriers between departments
10. Eliminate slogans
11. Remove numerical quotas.
12. Enhance worker pride.
13. Institute vigorous training and education programs
14. Develop a commitment from top management to implement above 13 points.
Deming’s Seven Deadly Diseases
• Lack of constancy of purpose
• Emphasis on short term profits
• Evaluation by performance, or annual review of performance.
• Mobility of management
• Running a company on visible figures alone.
• Excessive medical costs
• Excessive costs of warranty, fueled by lawyers who work for
contingency fees.
Quality Management Standards
• Meaning of Quality Management Standards
• Need for Quality Management Standards
• Various Quality Management Standards

International Organization for Standardization
• The International Organization for Standardization (ISO)

created the Quality Management System (QMS) standards in
1987.
• ISO 9001
• ISO 14001
• ISO 18001
• ISO 22000
• ISO 27001
Quality Technology Tools
• Meaning of Quality Technology Tools

• Need of Quality Technology Tools
• 6-Sigma
• Total Productive Maintenance
• 7 Quality Control Tools
• 5S Systems
6 SIGMA
• Meaning of Six Sigma
• Methods of Six Sigma
• Implementation Roles
• List of Six Sigma Companies
• Criticisms of Six Sigma
Kaizen
• Meaning of Kaizen
• Implementation
• Five Main Elements of Kaizen
• Major Results
• Criticism
5S Systems
• Introduction
• 5S stands for
– SORT
– SET IN ORDER
– SHINE
– STANDARDISE
– SUSTAIN
7 QUALITY CONTROL TOOLS
• Meaning of Quality Control Tools
• Need for Quality Control Tools
• Types of Quality Control Tools
• Histogram
• Pareto Chart
• Scatter Plot
• Stratification
• Control Chart
• Check Sheet
• Ishikawa Diagram
CONTROL CHART
• Overview for Control Chart
• History of Control Chart
• Chart Details
• Chart Usage
• Choice of Limits
• Types of Chart
• Critisicms
CHECK SHEET
• Overview
• Purpose of a CHECK SHEET
• Types of Check Sheet
• Classification
• Location
• Frequency
• Measurement Scale
• Check List
ISHIKAWA DIAGRAM
• Overview
• Purpose of an Ishikawa Diagram
• Causes
– The 4 M’s (Used in Manufacturing)
– The 8 P’s (Used in Service Industry)
– The 4 S’s (Used in Service Industry)
QUALITY COUNCILS
• Meaning of Quality Councils
• Need of Quality Councils
• Purpose of Quality Councils
• Importance of Quality Councils

Quality Councils in India
• Bureau of Indian Standards
• Federation of Indian Exports Organizations
• International Organization for Standardization
• International Accreditation Forum
• Ministry of Consumer Affairs, Food & Public
Distribution.
• Micro, Small and Medium Enterprises

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SCHOOL OF COMMERCE

TOTAL QUALITY MANAGEMENT

Submitted TO: Submitted BY:

• To explain the role of standards in quality

• To explain about various councils promoting quality.

• Meaning of Quality Management

• Meaning of Total Quality Management

• Need of Total Quality Management

• Management commitment to TQM principles and

• Quality in articles and artifacts produced by skilled craftsmen and

• Industrial Revolution brought factory manufacturing where articles were

• In 1924, W.A.Shewhart of Bell Telephone Labs

• In 1954,Joseph M.Juran taught Japanese

• Need for Quality Management Standards

• Various Quality Management Standards

• The International Organization for Standardization (ISO)

• Meaning of Quality Technology Tools

• Purpose of an Ishikawa Diagram

• Need of Quality Councils

• Purpose of Quality Councils

• Importance of Quality Councils

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