TOTAL QUALITY MANAGEMENT Five (5) Aspects of quality in a business context;

a. Producing - to provide something.

According to ISO:
b. Checking - checking that something was done
- TQM is a quality-centered management method
correctly.
for an organization that aims for customer
c. Controlling - a process to achieve predictable outputs
satisfaction and benefits to all members of the
is known as quality control.
organization and society
d. Quality management - the process of managing an
According to ISI:
organization to optimize its performance via analysis and
- an integrated organizational approach to
improvement.
delighting customers on a continuous basis by
e. Quality assurance - the assurance that a product or
meeting their expectations through everyone
service will meet expectations.
involved in the organization working on
continuous improvement in all products,
Importance of Quality
services, and processes, as well as proper
1. Competition - Today's market demands high-quality,
problem-solving methodology.
low-cost products. A 'high quality' reputation is
According to Total Quality Forum of USA:
insufficient! The internal cost of sustaining a good
- a people-centered management strategy that
reputation should be lower.
strives for continuous improvement in customer
2. Changing customer - The new customer is not only
satisfaction while lowering costs. TQM is a
expecting higher priority based on volume, but is also
comprehensive system approach (rather than a
increasingly concerned with the "quality system."
distinct program) and an integrated aspect of
3. Changing product mix - The transition from low
high-level strategy from top to bottom.
volume, high price to high volume, cheap price has
Quality – meeting the requirements, fitness for purpose
necessitated the reduction of the internal cost of poor
- The totality of features and characteristics of a
quality.
product or service that bears on its ability to
4. Product complexity - As systems have become more
satisfy given needs (ANSI & ASQ).
complex, component providers' reliability standards have
performance become more severe.
Quantification of QUALITY =
expectation 5. Higher levels of consumer satisfaction - Increasing
Benefits of TQM competition is raising customer expectations
Tangible Intangible
Improved product quality Improved employee Eight (8) Dimensions of Quality
participation Performance – Performance refers to a product's
Improved productivity Improved teamwork primary operating characteristics.
Reduced quality cost Improved working Features – Secondary characteristics, added features.
relationship Conformance - Meeting operating characteristics or
Increased market and Improved customer
industry standards, workmanship.
customers satisfaction
Reliability – the product functions as expected. This is
Increased profitability Improved communication
called reliability, the probability that a product, service,
Reduced employee Enhancement of job
grievances interest or part will perform as intended.
Enhanced problem- Durability – measure of product life, durability can be
solving capacity defined as the amount of use one gets from a product
Better company image before it deteriorates.
Serviceability – reflects on how easy it is for the
Several Elements of a Definition of Quality consumer to obtain repair service, how responsive and
● The customer defines quality, and as such, it will vary reliable the service is
over time, often in unexpected ways. Aesthetics –a subjective dimension of quality. How a
● Quality is linked to the creation of consumer value. product looks, feels, sounds, tastes, or smells is a matter
● A high-quality product or service fulfills or surpasses of personal judgement, it may be difficult to please
all consumer expectations, some of which may be everyone.
unsaid. Perceived Quality - is the impression of excellence that
● Quality, being a complicated subject, can only be a customer experiences about a product, brand, or
addressed by the entire business working together. business; indirect measures may be their only basis for
comparing brands. the proper steps are taken at the right time to
ensure consistency and speed up production.
Quality Gurus 4. Integrated system – departments and functions
Walter A. Shewhart – “Grandfather of Quality should be interconnected with horizontal
Control.” He developed quality control charts that are processes that should be the focus of Total
used to identify whether the variability is random or due Quality Management.
to an assignable cause. Eliminating variability improves 5. Strategic and systematic approach – includes
quality. the formulation of a strategic plan that integrates
W. Edwards Deming – “Father of Quality Control.” He quality as a core component. Identifying,
assisted many Japanese companies in improving quality understanding and managing interrelated
and almost 30 years before Americans adopted his processes as a system contributes to the
philosophy. 1951, Deming Prize in Japan. organization’s effectiveness and efficiency in
Joseph M. Juran – Had the greatest impact on quality achieving its objectives (ISO).
management after Deming. Deming stressed the need for 6. Continual improvement – to be both analytical
an organizational “transformation,” Juran believed that and creative in finding ways to become more
implementing quality initiatives should not require such competitive and more effective at meeting
a dramatic change and that quality management should stakeholder expectations.
be embedded in the organization. 7. Fact-based decision making – to know how
Armand V. Feigenbaum – He took a total system well an organization is performing, data on
approach to quality in 40 steps. He promoted the idea of performance measures are necessary.
a work environment where quality developments are 8. Communications – plays a large part in
integrated throughout the entire organization, where maintaining morale and in motivating employees
management and employees have a total commitment to at all levels. Communications involve strategies,
improve quality, and where people learn from each method, and timeliness. Everybody needs to be
other’s successes. This philosophy was adapted by the aware of plans, strategies, and methods that will
Japanese and termed “company-wide quality control.” be used to achieve goals.
Philip B. Crosby – “Do it right the first time” and no
defects. He stressed the idea of prevention and scorned Six Sigma
the idea that small defects are normal. D – Define
Kaoru Ishikawa – Best known for the development of M – Measure
quality tools called cause-and-effect diagrams/ fishbone/ A – Analyze
Ishikawa diagrams. The first quality guru to emphasize I – Improve
the importance of the “internal customer,” the next C – Control
person in the production process. The first to stress the
importance of total company quality control, rather than 7 BASIC QUALITY CONTROL TOOLS
just focusing on products and services. 1. STRATIFICATION
Genichi Taguchi – He estimates that as much as 80 2. HISTOGRAM
percent of all defective items are caused by poor product 3. TALLY SHEET/CHECK SHEET
design. So companies should focus their quality efforts 4. CAUSE AND EFFECT DIAGRAM
on the design stage, as it is much cheaper and easier to 5. PARETO CHART
make changes during the product design stage than later 6. SCATTER DIAGRAM
during the production process. 7. CONTROL CHART/SHEWHART CHART
Dimensions of Quality Control 8. FLOWCHARTS (BONUS)
1. Customer-focused – understand customer’s
Advantages of service and product improvement
needs, wants, and preferences
● Reduced scrap
2. Total employee involvement – they need to
● Less rework
understand the vision and goals that have been
● Improved capacity
communicated and must be sufficiently trained
● Fewer returned goods
and given the proper resources to complete tasks
● Less service calls
in order to be committed
3. Process-centered – Adhering to processes is
critical in quality management as it ensures that