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Total Quality Management

Total Quality Management. Quality Series. Objectives . What is Quality Evolution of Quality Total Quality Management Employee Involvement Cost of Quality Quality Awards The Quality Management System Leadership Strategic planning Customer satisfaction Performance management

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Total Quality Management

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  1. Total Quality Management Quality Series

  2. Objectives • What is Quality • Evolution of Quality • Total Quality Management • Employee Involvement • Cost of Quality • Quality Awards • The Quality Management System • Leadership • Strategic planning • Customer satisfaction • Performance management • Human resources • Construction quality • Supplier partnerships • Results

  3. Deming’s 14 Points • 1. Create constancy of purpose • 2. Adopt philosophy of prevention • 3. Cease mass inspection • 4. Select a few suppliers based on quality • 5. Constantly improve system and workers • 6. Institute worker training • 7. Instill leadership among supervisors • 8. Eliminate fear among employees • 9. Eliminate barriers between departments • 10. Eliminate slogans • 11. Remove numerical quotas • 12. Enhance worker pride • 13. Institute vigorous training & education programs • 14. Implement these 13 points

  4. Successful Organizations • Use a structured approach for strategic development • Measure 5-7 key success drivers • Evaluate the competitive environment in detail • Have clear goals for the company’s future • Senior managers translate goals into action plans. • Engage everyone to make the changes • Monitor and control progress monthly

  5. Links • Leadership direction drives strategic plans. • Strategic plans drive: • HR development • product and market innovations • customer satisfaction improvements • quality improvements • partnering initiatives

  6. Action Steps • Integrate strategic planning in the annual business planning process. • Define measurements for each key success driver. • Develop strategic goals. • Involve employees to develop action plans. • Review progress against the plan monthly.

  7. What to Measure • Key Success Drivers • Profitability • Operational performance • Customer satisfaction • Quality • Employee satisfaction • Partnering effectiveness • Performance to Plan • Milestones • Dollars

  8. Critical Success Factors • Leadership • Key Business Drivers • Employees Focus On: • Operational changes first • Numeric goals second

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