notes of TQM
TOTAL QUALITY MANAGEMENT
“MUST
KNOW” CONCEPTS FOR ENGINEERS
Sequence of presentation
Introduction
Three Quality Gurus
Commonality of Themes of Quality Gurus
DIFINITION OF QUALITY
Five Approaches of Defining Quality
System Approach for TQM
Triangle of wisdom
TQO HRM
Customer Satisfaction
Indicators for Customer Satisfaction
Cost of Quality
Benefits of TQM
Conclusion
INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction. “ No doubt , humans are always deficient”
(Al-Quran)
The Three Quality Gurus
Deming:
the best known of the “early” pioneers, is credited with popularizing quality control in Japan in early
1950s.Today, he is regarded as a national hero in that country and is the father of the world famous Deming prize for quality.
JURAN
Juran, like Deming was invited to Japan in 1954 by the union of Japanese Scientists and engineers.
Juran defines quality as fitness for use in terms of design, conformance, availability, safety and field use. He focuses on top-down management and technical methods rather than worker pride and satisfaction.
Philip Crosby: author of popular book Quality is Free. His absolutes of quality are:
Quality is defined as conformance to requirements, not
“goodness”
The system for achieving quality is prevention, not appraisal. The performance standard is zero defects, not “that’s close enough” The measurement of quality is the price of nonconformance, not indexes.
Commonality of Themes of Quality Gurus
Inspection is never the answer to quality improvement, nor is “policing”.
Involvement of leadership and top management is essential to the necessary culture of commitment to quality.
A program for quality requires organization-wide efforts and long term commitment, accompanied by the necessary
“MUST
KNOW” CONCEPTS FOR ENGINEERS
Sequence of presentation
Introduction
Three Quality Gurus
Commonality of Themes of Quality Gurus
DIFINITION OF QUALITY
Five Approaches of Defining Quality
System Approach for TQM
Triangle of wisdom
TQO HRM
Customer Satisfaction
Indicators for Customer Satisfaction
Cost of Quality
Benefits of TQM
Conclusion
INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction. “ No doubt , humans are always deficient”
(Al-Quran)
The Three Quality Gurus
Deming:
the best known of the “early” pioneers, is credited with popularizing quality control in Japan in early
1950s.Today, he is regarded as a national hero in that country and is the father of the world famous Deming prize for quality.
JURAN
Juran, like Deming was invited to Japan in 1954 by the union of Japanese Scientists and engineers.
Juran defines quality as fitness for use in terms of design, conformance, availability, safety and field use. He focuses on top-down management and technical methods rather than worker pride and satisfaction.
Philip Crosby: author of popular book Quality is Free. His absolutes of quality are:
Quality is defined as conformance to requirements, not
“goodness”
The system for achieving quality is prevention, not appraisal. The performance standard is zero defects, not “that’s close enough” The measurement of quality is the price of nonconformance, not indexes.
Commonality of Themes of Quality Gurus
Inspection is never the answer to quality improvement, nor is “policing”.
Involvement of leadership and top management is essential to the necessary culture of commitment to quality.
A program for quality requires organization-wide efforts and long term commitment, accompanied by the necessary