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TOTAL QUALITY MANAGEMENT

TOTAL QUALITY MANAGEMENT. TQM. Definition : An organization wide program that integrates all funtions and process of the business so that desing , planning , production , distribution and services are focused on maximizing customer satisfaction through continued improvement . TQM.

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TOTAL QUALITY MANAGEMENT

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  1. TOTAL QUALITY MANAGEMENT

  2. TQM • Definition: • An organizationwide program thatintegratesallfuntionsandprocess of thebusinesssothatdesing, planning, production, distributionandservicesarefocused on maximizingcustomersatisfactionthroughcontinuedimprovement.

  3. TQM • Total : Quialitymanagementinvolveseveryoneandalltasksandactivities of a company. • Quality: Degreetowhichtheproduct (or service) fulfilscustomerrequirementsorwasproducedcorrectly. • Management: Qualitymust be managedbyplanning, orginizing, leadingandcontrolling. • TQM: An integrativephilosophy of managementforcontinuouslyimprovingthequality of productsandprocesses.

  4. TQM T . Q . M Total: Internalandexternalcustomers Quaility: Standards (like ISO) Management: Measurement.

  5. TQM Importance of goodquality: Goodqualityleadstohighercustomersatisfactionand is rewardedbyincreasedprofits.

  6. Determinant of ProductQuality:An approach of theproductqualitydeterminants

  7. Determinants of Service QualityA systemapproach of thecustomersatisfactionthroughthedifferentattributes of service quality.

  8. Consequences of PoorQuality:Products of poorqualitymaydisappointthebuyerandleadstoproductfailure.

  9. The TQM System Model: • Leadingwithobjectives • Customeroriented • Internalandexternalcustomerrelations • Zero-Error program • Work in process • Continuousimprovementwithmeasuringunits • Involvement of allemployees • Trainingsandfurthereducation • Frequantmanagementaudits

  10. ISO 9000The ISO 9000 certificationdemonstratesthatyouhaveestablished an effectivequalitysystem. • ISO 9000 is a set of internationalstandardsforqualitymanagementsystems. • Companiesthatmeettherequirements of thatstandard can recieve ISO 9000 registration. • ISO 9000 seriesconsists of 3 documents: • ISO 9000: Fundamentals • ISO 9001: Requirements • ISO 9004: Guildlinesforperformanceimprovements.

  11. The 7 ClassicTools of QualityThemostcommonqualitytoolsthat can be usedtosolvethevastmajority of quality-relatedissues

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