Products

About

©2018 StudyMode.com

Total Quality Managrment

Topics: W. Edwards Deming, Total quality management, Quality assurance Pages: 14 (1340 words) Published: December 9, 2012
Eng. 401: Total Quality Management
Course Notes: TQM Philosophy - An Overview

Hammett
U. of Michigan

The Philosophy of TQM
An Overview
TQM = Customer-Driven Quality Management

References for Lecture:
Background Reference Material on Web: The Philosophy of TQM by Pat Hammett

Customer Quality Measures
Customers typically relate quality to:
1) Feature-based measures (“have or have not”)
n
n

determined by design
diamond example: marquise shape diamond vs. round diamond

2) Performance measures (“range of values”)
n
n

conformance to design or ideal value
diamond example: 4Cs -- carat, clarity, color, cut

In this class, we will focus more on analyzing
performance measures.

1

Eng. 401: Total Quality Management
Course Notes: TQM Philosophy - An Overview

Hammett
U. of Michigan

What are the Different Views
of Quality?
n

Customer’s View (more subjective view):
n
n

quality of the design (look, feel, and function).
consider both feature and performance measures to assess value n

n

Value = Quality / Price (value determined by individual customers)

Producer’s View (more objective view):
n

conformance to requirements (term coined by Philip Crosby).

n

costs of quality (prevention, appraisal, scrap & warranty costs).

n

n
n
n
n

n

e.g., # of defects per million products is a measure of conformance. prevention costs: training, writing quality procedures
appraisal costs: inspecting and measuring product characteristics scrap and rework costs: internal costs of defective products warranty costs: external costs for product failures in the field

increasing quality conformance reduces product costs and raises profits.

History of Quality Paradigms
(producer / customer relationship)
n

Customer-craft quality paradigm:
n
n

n

design and build each product for a particular customer.
producer knows the customer directly.

Mass production and inspection quality paradigm:
n

focus on designing and building products for mass consumption. n
n

n

n

push products on the customer (limit customer choices).
quality is maintained by inspecting and detecting bad products.

major innovation to this paradigm: statistical process control

TQM or “Customer-Driven Quality” paradigm:
n
n

potential customers determine what to design and build.
higher quality obtained by focusing on preventing problems
and continuously reducing variability in all organizational
processes.

2

Eng. 401: Total Quality Management
Course Notes: TQM Philosophy - An Overview

Hammett
U. of Michigan

The Quality Hierarchy (Evolution)
4. Total Quality
Management
Prevention
stop problems
at source;
greater
design emphasis
(PROACTIVE)
Detection
Finding &
Fixing Mistakes
(REACTIVE)

3. Quality
Assurance (QA)
2. Quality Control
(QC)
1. Inspection

incorporates QC/QA activities into
a company-wide system aimed at
satisfying the customer.
(involves all organizational functions)
planned and systematic actions to
insure that products or services
conform to company requirements
(example: reliability analysis).
operational techniques to make
inspection more efficient & to reduce
the costs of quality. (example: SPC)

inspect products.

TQM Defined
TQM is a management philosophy which seeks to
integrate all organizational functions (marketing,
finance, design, engineering, production, customer
service …) to focus on meeting customer needs
and organizational objectives.
It views organizations as a collection of processes.
It maintains that organizations must strive to
continuously improve these processes by
incorporating the knowledge and experiences of
workers.

3

Eng. 401: Total Quality Management
Course Notes: TQM Philosophy - An Overview

Hammett
U. of Michigan

The Simple Objective of TQM
“Do the right things, right
the first time, every time.”

Some Basic Tenets of TQM
1.

The customer...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Total Quality Management Essay

    ...Total Quality Management Total Quality Management / TQM are an integrative philosophy of management for continuously improving the quality of products and processes. TQM is based on the premise that the quality of products and processes is the responsibility of everyone involved with the creation or consumption of the products or services which are offered by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or exceed customer expectations.Cua, McKone, and Schroeder (2001) identified nine common TQM practices:- 1. cross-functional product design 2. process management 3. supplier quality management 4. customer involvement 5. information and feedback 6. committed leadership 7. strategic planning 8. cross-functional training 9. employee involvement The TQM concept was developed based on the teachings of American management consultants, including Deming, Joseph, and Armand V. Feigenbaum. Originally, these consultants had short-term success in the United States. Managers in Japan, however, embraced their ideas enthusiastically and even named their premier annual prize for manufacturing excellence after Dr. Deming. Based on Statistical Process Control (SPC) techniques, the Six Sigma management strategy was developed in 1986 to support Motorola’s drive towards reducing defects by minimizing variation in processes....

    Read More
    905 Words 3 Pages
  • Comparison of Quality Gurus in OM Essay

    ...QUALITY MANAGEMENT & QUALITY GURUS The concept of “quality” has evolved to mean far more than the integrity of a manufactured product. Quality now represents a philosophy, a system of methodologies and practices, and an ongoing commitment to business excellence that encompasses all issues and engages all individuals within an organization. Total quality management (TQM) - is an approach to serving customers that involves totally reengineering processes and systems to improve products and services in the way customers expect while considering the needs of employees and relationships with suppliers.  Those who begin to learn about quality become familiar with the names of Philip B. Crosby, W. Edwards Deming, and Joseph M. Juran, Ishikawa, Feigenbaum, Shigeo Shingo etc - renowned quality experts who have been carrying forth the message of quality for many years. History & Background The use of inspection to assure conformity to specific requirements dates back to the middle Ages. For instance, Craft Guilds established standards to differentiate their goods and safeguard the reputation of their trade. Skilled craftsmen performed inspection and remedies were made right at the workbench. And through the early years of low-volume manufacturing, informal inspection of products and arbitrary review of worker output sufficed. However, as organizations...

    Read More
    1944 Words 7 Pages
  • QUALITY ASSURANCE ON ROADS CONSTRUCTION Essay

    ...minimum level of quality that is expected at a given cost within an acceptable time frame. To achieve the above, a higher level of “control” is required as things do not happen by chance. Control is therefore a process of regulation which seeks to maintain conformity to some kind of plan. Those charged with the responsibility of executing the plan must be aware of the objectives on which it is based, and the resources at their disposal. On a construction project these resources include materials, services, skills, energy, information and working capital. Flanagan et al (1997) state that the construction industry and the environment in which it operates have changed significantly – the process of change now seems to be never ending and hectic. There have been: new approaches to buying design and construction; fragmentation of the industry with the increase in specialist trade contracting; the demise of direct employment and the growth of labour-only and fixed term contracts; fee competition for consultancy services; the introduction of partnering; and more conflict and less trust; and clients wanting more value for money. However, what has not changed is the importance of effective quality and cost control. Quality and cost on construction projects should not be simply monitored, they need to be controlled and managed from the early design stage through to project completion if the project’s objectives have to be...

    Read More
    20781 Words 78 Pages
  • Implementing Quality Improvement at Riordan Manufacturing Essay

    ...Implement Quality Improvement at Riordan Manufacturing Continual improvements are essential for businesses to attain a competitive advantage in their industry and remain profitable. Riordan Manufacturing must apply Total Quality Management (TQM) to their organizational processes to eliminate waste, reduce costs, increase productivity, and focus on customer satisfaction. This paper identifies an improvement plan by outlining the steps of Riordan Manufacturing’s developed quality management process and required actions. The quality team defines variation in relationship to the selected process and explains how decreasing variation is integral to TQM. The team examines quality tools for identifying and monitoring process variability and provides examples. An explanation of Riordan Manufacturing’s selected TQM model or methodology for this improvement plan and why it is appropriate takes place, along with detailing and summarizing these formations. Quality Management Process Riordan Manufacturing must implement a quality improvement process to reduce turnover rates, costs, errors, and scrap and rework, along with increase productivity and efficiency. Team B proposes to install a CMM (Coordinate- Measuring Machine) to the already linked information technology (IT) computer system Riordan has set up. The following 10 steps outline the TQM process and...

    Read More
    2187 Words 7 Pages
  • Essay about Total Quality Management (Tqm)

    ... IMPROVING EMPLOYEES PERFORMANCE THROUGH TOTAL QUALITY MANAGEMENT Asiya Gul1, Syed Aamir Saeed Jafery 2, JAVED RAFIQ 3 and Dr. Hummayoun Naeem4 1 MS – Scholar, APCOMS, University of Engineering and Technology – Taxila, Pakistan E-mail: asiyagul21@yahoo.com 2 MS – Scholar, APCOMS, University of Engineering and Technology – Taxila, Pakistan E-mail: sajafery@yahoo.com 3 MS – Scholar, APCOMS, University of Engineering and Technology – Taxila, Pakistan E-mail: mjavedrafiq@hotmail.com 4 Associate Professor, Foundation University Islamabad, Pakistan E-mail: hummayoun@yahoo.com ABSTRACT Total quality management is a business approach aiming at providing quality products to achieve customer satisfaction. The paper is literature review based. The survey of the researches has helped in the development of proposed framework. It shares past practices and approaches to help managers and academicians to understand and implement TQM practices for profit maximization. Keywords: TQM, HRTQM, employee performance, proposed model. INTRODUCTION Total quality management as an approach originated from quality assurance methods. These methods were adopted during World War 1. The war resulted in the poor quality of production. To quench this issue Quality Inspectors or auditors were placed on the production units to point out the...

    Read More
    2303 Words 14 Pages
  • Total Quality Management Essay

    ...Total Quality Management Total Quality Management(TQM) is an organisational process that actively involves every function and every employee in satisfying customers needs, both internal and external. TQM works by continuously improving all aspect of work through structured control, improvement and planning activities that are carried out in concern with guiding ideology that focuses on Quality and Customer Satisfaction as the top priorities. There has been many arguments that TQM succeeds only by incorporating a concern about quality for the customers throughout the organisation. The truth of this statement and those facts that disagree with this statement will be look into and discuss in more detail to achieve the success of TQM. TQM recognises that the Customer is at the center of every activity. The customer may be external or internal. The key is to determine the gap between what the customer needs and what the system delivers. Once the gap is recognised, it would be systematically reduced and results in never-ending improvement in customer satisfaction at every level. TQM depends on and creates a culture in an organisation which involves everybody in quality improvement. Everyone in the company can affect quality but must first realise this factor and have the techniques and tools which are appropriate for improving...

    Read More
    1274 Words 6 Pages
  • Quality Guru in Total Quality Management Essay

    ...William Edwards Deming was an American statistician, professor, author, lecturer and consultant. He made a significant contribution to Japan's later reputation for innovative high-quality products and its economic power. There, from 1950 onward, he taught top management how to improve design (and thus service), product quality, testing, and sales (the last through global markets) through various methods, including the application of statistical methods. W Edwards Deming placed great importance and responsibility on management, at the individual and company level, believing management to be responsible for 94% of quality problems. He is regarded as having had more impact upon Japanese manufacturing and business than any other individual not of Japanese heritage. Despite being considered something of a hero in Japan, he was only just beginning to win widespread recognition in the U.S. at the time of his death. President Reagan awarded the National Medal of Technology to Deming in 1987. He received in 1988 the Distinguished Career in Science award from the National Academy of Sciences The Life of William Edwards Deming Deming was born on October 14, 1900 in Sioux Falls, Iowa, but spent the majority of his youth in Powell, Wyoming. He was raised on a government granted section of farmland with one brother and two sisters (www.deming.org). The Deming family struggled just to survive. Deming’s parents believed in the importance of an...

    Read More
    1829 Words 6 Pages
  • Total Quality Mangement Essay

    ...The “Body of Knowledge” for Total Quality Management embraces: The concepts of Total Quality; Application of the concepts of Total Quality to: products and services processes people through the provision of appropriate values, policies and objective planning processes and measurement leadership, training and motivation organisation Total Quality is a way of life. Total Quality is not a programme with a defined end point. A total Quality strategy will be effective only through long-term commitment and dedicated application by executive management and all employees. It requires the consistent application of the appropriate human and technical processes, tools and techniques. Concepts: Definition The Institute of Management Services defines Total Quality Management as: "A strategy for improving business performance through the commitment and involvement of all employees to fully satisfying agreed customer requirements, at the optimum overall costs, through the continuous improvement of the products and services, business processes and people involved." The concept of Total Quality Management can be expressed as “Achieving success through delighting our...

    Read More
    896 Words 5 Pages

Popular Essays

Become a StudyMode Member

Sign Up - It's Free