D.

Marwa AbdElghany
Lecture 4
Implementing Total Quality Management

Total Quality Management (TQM) involving everyone in an organization-

managers and workers- in a totally integrated effort toward improving performance at
every level. TQM involves everyone in the organization from top management to the
lowest position.

First :TQM Principles:

1- Be Customer focused:
Customer considers as most important asset of an organization, whatever you
do for quality improvement, remember that ONLY customers determine the
level of quality.
2- Ensure Total Employee Involvement:
Employees are organization’s internal customers. Ensure that you have created
a culture, in which employees feel they are involved with the organization,
this is done after you remove fear from work place.
3- Process Centered:
A fundamental part of TQM is to focus on Process.
4- Integrated system:
All employees must know the mission and vision of the company and must
monitor the process.
5- Strategic approach:
Strategic planning must integrate quality as core component.
6- Fact Based Decision Making:
Decision making within the organization must only be based on facts and not on
opinions or personal guessing and conclusions.

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 Second: Requirements for implementing Total Quality Management:

1. Vision:
Top management identifies and shapes the vision of the organization, and the
vision is where we want to go and what we want to become. Although the
formulation of the vision is the task of top management, it must involve all employees
in defining the vision of the organization. The vision should be published at all levels
and declared in the visible places. It should reach all individuals not only as words and
texts but alsoas procedures and actions.
2. The TQM environment includes: Everyone, everything, inside or outside the
organization, and has a working relationship to it. In short, the environment
includes:
-Management - Employees - Suppliers
- Customers - Teamwork - Systems
- Operations - Activities - Equipment
- Machines - Facilities - Funds
- Tools - the information
3. Continual Improvement:
Continuous improvement leads the organization towards success, and is the
foundation of TQM.
4. Education and training:
Education and training are an important requirement of the TQM environment.
Education and training must be carried out all the time, to all individuals, at all
levels, through an ongoing program that meets the growing educational and
training needs of the staff. Education and training are an ultimate goal for
continuous improvement. Education and training provide the knowledge and
skills required to achieve success.

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5. Empowerment:
Empowerment is an important factor in TQM environment.
Empowerment is the process of giving employees authority, more freedom to
make decisions, to solve problems and improve performance, as well holding
them responsible for outcomes of their actions. Empowerment includes:
responsibility, authority and delegation. Employees are assumed to be
responsible for performing their work. They have the power to take any
necessary action and are delegated to perform what is necessary to accomplish
the work and improve the system.

6. Reward and recognition:

Reward and recognition is one of the most important factor in TQM
environment, as adequate rewards and recognition lead to employees satisfaction,
Collective efforts are rewarded more than individual efforts.
7. Support and commitment of management
Support and commitment of management will work to overcome the difficulties
facing the implementation of TQM.

Third: Characteristics of Total Quality Management

Philosophy Continuous improvement to meet customer needs and
expectations.
strategy Zero defects
Method Doing the right thing right the first time and every time
Politics Human resources development through education, training,
motivation and empowerment of workers. Use quantitative
methods. And provide the appropriate administrative and
technical environment.

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Fourth: Implementation Phases of Total Quality Management:
The implementation Phases of TQM:
1. The Preparation Phase (steps 1 through 11)
2. The Planning Phase (steps 12 through 15)
3. The Execution Phase (steps 16 through 20)

Preparation Planning Execution

Phase phase Phase

1. The Preparation Phase (steps 1 through 11):

Step 1:Commitment to Total Quality (Top Executive)
• Top executive must make the commitment of time & resources.
• Without the commitment you should go no further.
Step 2: Formation of the Total Quality Steering Committee (Top Executive)
Top executive nominates immediate staff to be the total quality steering committee
to begin taking TQM steps. The steering committee will be a permanent entity.
Step 3: Team building (Consultant)
Building teams within the committee, the steering committee needs to go through a
team-building session before it starts any total quality work. This will usually
require an outside consultant.
Step 4: Steering Committee Total Quality Training (Consultant)
The steering committee will require training in total quality philosophy,
techniques, and tools before it starts any total quality work. Usually requires an
outside consultant.

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Step 5: Creation of the Vision Statement & Guiding Principles
(Total Quality Steering Committee)
The first real total quality work effort iscreating the organization’s vision statement
and puttingon paper the guiding principles (Ethics Code) under which the company
is to operate.
Step 6: Establishment of Strategic Objectives (Total Quality Steering
Committee)
The Steering Committee set the company objectives from the vision
Statement.
Objective : can be measured.
Goal: cannot be measured
What cannot be measured cannot be evaluated.
Step 7:Communication & Publicity (Total Quality Steering Committee)
The top executive & the steering committee are keen to announce and
communicate the information to the employees in the organization, where they
must be assured of their knowledge of the vision, guiding principles and
objectives, with the assurance that TQM will be implemented, It is very important
that they know why Total Quality isbeing implemented.
Step 8: Identification of Organizational Strengths &Weakness
(Total Quality Steering Committee)
The steering committee must identify the strengths &weakness of the organization.
This information will help _guide it to the best approach to implement total quality
& may also highlight defects that must be corrected.
Step 9: Identification of Supporters&Resisters(Total Quality Steering
Committee)
The steering committee should know total quality Supporters& those

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Who are likely to resist total quality.This will help in selecting the early projects &
team members.
Step 10: Identifying Employee Satisfaction/Attitudes
(Total Quality Steering Committee)
With the help of the human resources department or an outside consultant, the
steering committee should know the current state of employee satisfaction &
attitudes, as the Steering Committee will later be able todetermine whether the
total quality changes are working effectively, as shown by improving satisfaction
&attitudes.
Step 11: Identifying Customer Satisfaction
(Total Quality Steering Committee)
The steering committee should obtain feedback from customers to determine their
level of satisfaction. Having this information will allow the Steering Committee to
judge the effectiveness of the total quality efforts as seen by the customers who are
main objective of implementation.
2. The planning phase (steps 12 through 15):
Step 12: Plan the Implementation Approach (The use of PDSA cycle)
(Steering Committee)
The steering committee starts planning the implementation of total quality.
This step becomes continuous, as information is provided for corrections or
modifications.
Step 13: Identification of Projects (Steering Committee)
The steering committee is responsible for selecting the initial total quality projects,
based on the strengths & weakness of the company, the personal involved, the
vision & objectives, & the probability of success.

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Step 14: Establish Team Composition (Steering Committee)
Most teams will be represented from multiple departments as appropriate for the
project at hand.
Step 15: Provide Team Training (Steering Committee)
Before a new team can go to work, it must be trained. Training should cover basics
of total quality & tools appropriate to the project. Training may be done by a
member of the steering committee.
3. The Execution Phase (steps 16 through 20)
Step 16: Team Activation & Direction
The steering committee gives the starting signal to the teams. Teams work on their
assigned projects using the total quality techniques (use PDSA cycle) they have
learned.
Step 17: Team Feedback & Direction (use PDSA cycle)
Through this step, the project team provides feedback on progress & results to the
steering committee. This feedback is usually in the form of presentation to the
steering committee. The steering committee uses this feedback to determine if
adjustments or changes in direction are required.
Any changes desired return back to the project team, which carries out the new
instructions. Both the team & the steering committee use the PDSA cycle.
Step 18: Employees Satisfaction Feedback Loop
Formal surveys are done annually to measure employee satisfaction, information is
return to the steering committee to evaluate progress & determine any necessary
course corrections.
Step 19: Customer Satisfaction Feedback Loop
Project teams obtained customer feedback information. Formal external customer
surveys should be conducted annually.
Other customer satisfaction data (sales results, data from customer visits) are all
collected & processed on a continual basis.
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 Step 20: Take corrective modifications if necessary
Feedback to the steering committee from steps 17, 18&19 will guide the steering
committee to address necessary changes in the organization structure, awards&
recognition programs & so on.
Fifth: The Six Cs required for proper implementation of TQM

The Six Cs for successful implementation of a Total Quality Management (TQM)

process is as follows:

1. Commitment from all employees of the organization.

2. Organization must follow a modern quality improvement culture.
3. Continuous improvement must take place in all policies, procedures, and
activities.
4. Cooperation and experience of employees must be utilized to improve strategies
and enhance performance.
5. Focus on customers' requirements and satisfaction.
6. Effective controls must be done to monitor and measure the real performance of
the business.

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Sixth: Obstacles of implementation TQM:

1. Lack of management commitment.

2. Misunderstanding the concept of TQM.
3. Improper planning.
4. Lack of employees' commitment.
5. Lack of continuous training and education.
6. Lack of interest of leaders.

Seventh: The results of effective TQM implementation:

The results of effective TQM implementation are as follows:
• Reduce costs
• Increase Sales
• Increase profits
• Reduce problems
• Increase productivity
• Increase efficiency
• Increase effectiveness
• Raise the morale of the employees
• Optimal use of resources
• Increase return on investment
• Growth and expansion