MODULE 1: Total Quality Management in Organization

• Quality => refers to the degree to which a product or service meets or exceeds customer expectations.
• Quality Attributes – functionality, performance, reliability, durability, conformance, and aesthetics
• Perspectives on Quality – different stakeholders have different views on quality.
• Quality management has evolved from early craftsmanship and guilds to mass production, then to modern TQM and Six Sigma methodologies?


  Historical Evolution
• Who are the Pioneers of Quality?

  W. Edwards Deming; Joseph Juran; and Philip Crosby
• Who is known for his 14 Points in TQM?

  W. Edwards Deming
• His Trilogy: quality planning, quality control, and quality improvement


  Joseph Juran
• Zero Defects Concept


  Philip Crosby
• It leads to customer satisfaction, repeat business, brand loyalty, and lower costs due to fewer defects and returns?

  Quality
• Total Quality Management is an organization-wide effort to improve quality in all processes, involving all employees


  TQM Framework
• Implementation Strategies requires:


  • Leadership commitment
  • Clear communication
  • Employee training
  • Effective quality measurement systems
• Principles of Total Quality Management

  1. Customer Focus
  2. Leadership
  3. Involvement of People
  4. System Approach to Management
  5. Processes Approach
  6. Continual Improvement
  7. Factual Approach to Decision-Making
  8. Mutual Beneficial Supplier Relationship

  
• High-quality products and services lead to:

  • Customer Loyalty
  • Brand Reputation
  • Operational Efficiency
  • Market Share
• Strategic Importance: High quality differentiates a company from competitors, leading to competitive advantage.
• Cost-Quality Trade-off: Investing in quality can reduce long-term costs by minimizing defects and increasing efficiency.
• Levels of Quality

  • Organizational Level
  • Process Level
  • Individual Level
• Manufacturing Organizations: Focuses on product design, production processes, supply chain management, and minimizing defects.
• Implementation Tools in Manufacturing Organizations

  1. Six Sigma
  2. Lean Manufacturing
• Data-driven methodology aimed at improving the quality of processes by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes.

  Six Sigma
• DMAIC Framework

  1. Define
  2. Measure
  3. Analyze
  4. Improve
  5. Control
• Six Sigma Techniques that are used to understand and improve processes:

  • Control charts
  • Process mapping
  • Root cause analysis
• Production methodology aimed at minimizing waste within manufacturing systems while simultaneously maximizing productivity

  Lean Manufacturing
• Five Principles of Lean Manufacturing

  • Value
  • Value Stream
  • Flow
  • Pull
  • Perfection
• Tools in Lean Manufacturing

  • 5S
  • Kanban
  • Value Stream Mapping
  • Kaizen
• Emphasizes customer experience, service delivery processes, responsiveness, and reliability

  Service Organizations
• Implementation Tools in Service Organizations

  • SERVQUAL
  • Service Blueprinting
• Diagnostic tool that helps organizations understand and improve the quality of their services

  SERVQUAL
• SERVQUAL's Quality framework that measures service quality across five dimensions:

  • Tangibles
  • Reliability
  • Responsiveness
  • Assurance
  • Empathy
• Process analysis tool used to visualize the service delivery process, identify potential fail points, and improve the overall customer experience.

  Service Blueprinting
• Components of Service Blueprinting

  • Customer Actions
  • Frontstage Actions
  • Backstage Actions
  • Support Processes
  • Physical Evidence
• Both manufacturing and service sectors aim for high quality

  TRUE
• Manufacturing focuses more on physical products

  TRUE
• Services focus on the customer experience and process quality

  TRUE
• Establishing a quality culture and aligning quality goals with business objectives.

  Organizational Level
• Optimizing processes to ensure consistent and high-quality outputs

  Process Level
• Empowering employees to contribute to quality improvement.

  Individual Level