TQM

• Quality


  is a lot more than the non-existence of defects which allows companies to meet customer expectations.
• Quality


  can only be observed through the eyes of the customers.
• Effectiveness


  knowing the customer’s expectations
• Efficiency


  exceeding those expectations
• APPROACHES TO QUALITY DEFINITION

  Transcendent

  Product - based

  User - based

  Manufacturing based

  Value - based
• Transcendent


  cannot be seen
• Product - based


  quantifiable or measurable characteristics
• User-based

  founded on the idea that quality is an individual issue that please the preference of the customer
• Manufacturing based


  engineering and manufacturing practices
• Value-based


  defined using costs and prices as well as the number of attributes
• QUALITY TYPES

  Quality of design

  Quality of conformance

  Quality of performance
• QUALITY


  meeting the exceeding customer expectations at a price that he is willing to pay to possess the product or service.
• Quality of design


  all about the set of characteristics that the product or service must meet in order to satisfy the requirement of the market based on market research
• Quality of conformance


  meeting the standard in producing the product
• Quality of performance


  how sound the product when it is used
• QUALITY LEVELS

  Organizational level

  Process level

  Individual level
• Process level


  categorized into functions or department such as marketing, finance, operations, human resource, etc
• Individual level


  the desire to do high quality of work BUT OFTEN THEY ARE LIMITED BY THE SYSTEMS THAT DO NOT SUPPORT IT
• Organizational level


  customer’s quality requirements
• TOTAL QUALITY MANAGEMENT


  THE CONTINUAL PROCESS OF DETECTING AND ELIMINATING MANUFACTURING ERRORS, STREAMLINING SUPPLY CHAINS, IMPROVING THE CUSTOMER EXPERIENCE, AND ENSURING EMPLOYEES ARE FULLY TRAINED
• QUALITY PARADIGMS

  Mass production and sorting paradigm

  Custom-craft paradigm

  Statistical quality control paradigm

  Total quality management paradigm
• Mass production and sorting paradigm - the focus is on the production rate without the direct involvement of the customer
• Custom-craft paradigm - the focus is on the product or service should be exactly what the customer demands
• Statistical quality control paradigm - emphasis on production process
• Total quality management paradigm - focuses on customers and suppliers
• COST OF QUALITY

  Prevention costs

  Appraisal costs

  Internal failure costs

  Eternal failure costs
• Prevention costs : A. Product/service requirement B. Quality planning C. Quality assurance D. Training
• Appraisal costs : A. Verification B. Quality audits C. Supplier rating
• Internal failure costs : A. Waste B. Scrap C. Rework D. Failure analysis
• Eternal failure costs : A. Repairs and servicing B. Warranty claims C. Complaints D. Returns
• ELEMENTS OF TQM: 1. Ethics 2. Integrity 3. Trust 4. Leadership 5. Teamwork 6. Training 7. Communication 8. Recognition
• CORE CONCEPTS OF TQM 1. Customer satisfaction 2. Internal Customer satisfaction 3. All work is a process 4. Measurement 5. Synergy in teamwork 6. People make quality 7. Continuous improvement cycle 8. Prevention
• BENEFITS OF TQM: 1. Creates a good corporate culture 2. Better reviews from customers 3. Better performance from employees
• SHIFTING FROM TRADITIONAL MANAGEMENT TO TQM: 1. Traditional way of management focused on internal activities 2. Traditional people thought bad quality products were due to the workers who did not perform their job properly 3. Total quality management is an organization-wide movement 4. TQM believes in quality assurance rather than checking 5. Unlike the traditional management style, TQM makes decision based on facts and figures 6. TQM depends on cyclic thinking