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TQM (Total QualityManagement)
PADMASHREE DR.D.Y.PATIL UNIVERSITYDEPARTMENT OF BUSINESS MANAGEMENTBANKING & INSURANCE2011-2012
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Contents:
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1. Introduction of TQM
Concept was first developed by W. Adward Deming,Joshep Juran &A.V Feiganbaun.
Comprehensive approach for improving productquality and get customer satisfaction.
Management philosophy of improving product qualitythrough everyone commitment & involvement tosatisfied customer need.
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Why TQM:TQM is a management strategy i.e. design to bringawareness of quality in all organization process.
Use in manufacturing, educating, government & serviceorganization.
It is so called because it consist of three quality
Quality Return
Quality of product & services
Quality of life at work & outside work
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Component of TQM:
Strategic commitment to Total Quality
managementContinuous Quality management
Customer focus
Employee involvement for improving QualityUse of statistical tools for accuratemeasurement.
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The 9 Dimensions of Quality
Performance
Features
Conformance
-----------------------------
Reliability
Durability
Service
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Response- of Dealer/ Mfgr. toCustomer
Aesthetics of product
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Tools of TQM
Rightfirs
t
time
StatisticalQualitycontrol
Tools ofTQM
Bench-marking
OutsourcingISO
9000
Spee
d
Timin
g
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Evolution of Quality
ManagementTotal Quality Manag
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Evolution of Quality
Management
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Management -ImprovementImprovement can be broken down between innovation
and Kaizen.
Innovation involves a drastic improvement in theexisting process and requires large investments. Kaizen
signifies small improvements as a result of coordinatedcontinuous efforts by all employees.
Kaizen (the translation of kai (change) zen (good) is
improvement). This method became famous by the book of Masaaki Imai Kaizen: The Key to Japan'sCompetitive Success.
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So what is Kaizen ?Kaizen refers to philosophy or practices that focus upon
continuous improvement of processes in manufacturing,engineering, supporting business processes, andmanagement.
By improving standardized activities and processes,kaizen aims to eliminate waste as in leanmanufacturing( Toyota Production System ).
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How did it gainimportance ?Kaizen was first implemented in several Japanese
businesses after World War II, influenced in part byAmerican business and quality management teachers whovisited the country.
It has since spread throughout the world and is now beingimplemented in many other venues besides just businessand productivity.
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Where is it applicable ?It has been applied in healthcare ,psychotherapy, life-
coaching, government, banking, and many otherindustries.
When used in the business sense and applied to the
workplace, kaizen refers to activities that continuallyimprove all functions, and involves all employees fromthe CEO to the assembly line workers.
It also applies to processes, such as purchasing andlogistics, that cross organizational boundaries into thesupply chain.
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Conditions for SuccessfulImplementation of Kaizen Strategy
1.Top management commitment
2. Setting up an organization dedicated topromote Kaizen
3. Appointing the best available personnel tomanage the Kaizen process
4. Conducting training and education
5. Establishing a step-by-step process forKaizen introduction.
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Key elements of Kaizen
Team work
Personal discipline
Improved morale
Quality circles
Suggestions for improvement
Toyota is one of the leaders in implementingKaizen
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