What is TQM:
TQM is a management approach for an organization:
- centered on quality (Product, Service, Process & System)
- based on the participation of all its members and
aiming at
- long-term success through customer satisfaction, and
- benefits to all members of the organization and to society.
Definition of Quality
Joseph M. Juan:
Quality is fitness for use or purpose
W. Edwards Deming
A predictable degree of uniformity and dependability at low cost and suited to market
Quantified
Q=P/E
P-Performance E-Expectations
ISO 9000:2005
Quality is the degree to which a set of inherent characteristics fulfills requirements.
Basic Approach towards TQM:
- Committed and involved management to provide long-term top - to - bottom organizational support.
- An unwavering focus on the customer, both internally and externally.
- Effective involvement and utilization of the entire work force. Continuous improvement of the business and production process.
- Treating supplier as partners.
- Establish performance measures for the processes.
Change of Dimension
Quality Product to TQM
Decisions- Short term to Long Term
Emphasis- Detection to Prevention
Errors- Operations to System
Responsibility- QC to Every Body
Problem Solving Managers to Teams
Guru’s of TQM
Walter. A. Shewhart: TQC & PDSA
W. Edwards Deming: 14 Points & PDCA
Joseph M. Juran: Juran’s Trilogy
A. Feiganbaum: Customer requirement, CWQC, Employee, Involvement, TQC.
Kaoru Ishikawa: Disciple of Juran & Feigenbaum. TQC in Japan, SPC, Cause & Effect Diagram, QC.
Philips. B. Crosby: Four Absolutes - Quality - Req, Prevention of NC, Zero Defects & Measure of NC.
Taguchi. G: Loss Function
Obstacles
- Top management commitment
- Changing Organization Culture
- Improper planning
- Continuous Training & Education
- Organization Structure & Departments
- Data’s & Facts For Effective Decisions
- Internal & External Customers-Dissatisfaction
- Empowerment & Teamwork
- Continuous Improvement
Benefits
- Improved Quality
- Employee Participation
- Team Work
- Internal & External Customer Satisfaction
- Productivity ,Communication
- Profitability & Market Share
Introduction to Business Excellence
Business excellence is a very dynamic term which aims at superior levels of performance in all areas of business viz. - Business results, customer focus, leadership, people development, continuous learning, innovation and improvement, management by facts and corporate social responsibility.
Business excellence is not a destination but a continuous journey.
Any reference for Q = P/E ?
ReplyDeleteProf. Niloy Sarkar
niloysarkar@yahoo.com
In this formula,
ReplyDeleteQ = P / E = 1
Q = Quality
E = The Customer’s Expectations
P = Organisation’s Performance as perceived by the Customer
Ideally, value of Q should be 1 - that means there should not be any difference between the expectation of the customer and the and the delivery by the organisation.
The quality formula clearly shows that quality is determined by the customer’s expectations and perception of our performance. When our performance and our delivery
of a service/product, as perceived by the customer, corresponds with his/her expectations, we have succeeded in producing quality.
Better organisations use this formula as Q = P / E = 1 + Δ
The Δ represents the extra service or attention that makes the customer prefer that very organisation. (This is usually an extra linked to
Organisation’s performance - not expensive inclusions.)
Δ could be represented as customer delight.
A customer’s expectations are linked not only to the product (goods or service), but also to the way it is performed or delivered. Our mission as a supplier is then to clarify
the expectations of each of our customers, ensure that the expectations are at least at the level set through our Rules, Instructions, and other standards, deliver
what our customers want and check to what extent they are satisfied with our delivery and the way we have delivered it.