My TQM presentation in group

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2. Group Presentation
on
Pillars Of Quality
Course: Total Quality Management
Course leader: Miss Nadia Qureshi
For Date :19/12/2011
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3. Group Members Names and IDs
Shah Junaid 9722
Fakhar Zaman 3883
Qazi Fazli Rabi 4110
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4. Presentation Topic
Is
Pillars Of Quality
Some thing about the
Path that we will follow in
our this presentation:
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6. Prof David Gravin approaches for
Defining “Quality”
Source of Data Reference Book
collection TQM by Joel E. Ross
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7. David Gravin approaches for Defining “Quality”
• Transcendental view:
People can’t define quality, but they feel quality when they see it in
some thing.
• Product based definition :
Under this definition quality is viewed as a measurable
characteristics, that a customer finalized a product for its quality.
• User ( consumer) Based definition:
This definition is based on an ides that the quality is an individual
matter and highest product is those that best satisfactions an
individual preference.
• Manufacture based definition:
This definition is based on the manufacturer practice “conformance
to requirements”
Which mean fulfilling the company requirements for example cost.
• Value based quality definition:
It define the quality in term of cost, price and some others
attributes (such as the value of product in the consumer mind)
Thus, the consumer’s purchase decision is based on quality
(however it is defined) at the acceptable price.
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8. Components of The House of Total Quality
• The roof : management, social, technical, educational
subsystems;
• The pillars of quality : customer satisfaction, continuous
improvement, speaking with facts, and respect for people;
• The foundations : strategy management, process
management, project management, and performance
management;
• The cornerstones : strategic planning, process planning,
project planning, and performance planning;
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9. Components of The “House” of Total Quality
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10. The pillars of Quality
The roof of quality is supported by four pillars
1* Customer Satisfaction
2* Continuous improvement
3* Speak with Fact
4* Respect for people
Book:
Source for the data
collection Total Quality in Marketing
Author: 10

11. The pillars No. 1 of Quality
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12. 1* Customer Satisfaction
• What is Customer satisfaction? It is the degree to which a customer
experience of a service or product matches her expectation.
• How to achieve customer expectation: It can be achieve through placing
emphasis on learning and satisfying consumers needs and requirements.
• Importance of customer satisfaction: A satisfied customer;
¤ Buy more in quantity.
¤ Willing to buy company new offering
¤ Pay less attention to others company offers
¤ Willing to give/share ides etc to the company
• Managing customer satisfaction: it is best possible by designing the
offering (product) according to a customers requirement and it is only
possible by Quality function deployment (QFD)
Quality Function Deployment: The voice of customers is
carries through product, to manufacturing process, to
distribution, and, finally, to serving the product.
QFD help to an organization:
¤ Improve lead time
¤ Flexibility in adopting market need
¤ Give a competitive advantage
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13. Pillars No2 of Quality
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14. 2* Continuous improvement (Kaizen)
• Meaning to continuous improvement: It’s mean on going
improvement business process (such as engineering, accounting,
and marketing)
Reason to holed continuous improvement: because in
business every thing change, includes customer and suppliers their
fore these process must be change with accordance to change.
• Tools for continuous improvement: One tool is Shewhart PDCA
cycle:
• ¤ Plan: Planning requires information, that collect through SWOT
• ¤ Do: Do is the implementation of changes or in other words small
test e.g. test marketing for a new marketing for new product.
• ¤ Check: Measurement and assessment of changes being
introduced
• ¤ Act: The final step involves acting the action if it confirms what
being planed.
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15. Shewhart PDCA cycle
Figure Showing Shewhart PDCA cycle 15

16. Pillars No.3 of Quality
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17. 3* Speak with Fact
• Strategies should be fact based it is considered a third pillar of Quality.
Fact based strategies: The strategies should be fact based means they
must be based on soiled research, rather then on organizational politics.
• Prerequisite for strategies: Management Information System (MIS) is
considered as prerequisite for strategies planning and its implantation.
• MIS what it is? It is a system that provide to manager need and usable
information on regular basis.
• MIS & Org Strategies: There are 9 activities (5 are primary & remaining 4 are
supportive) that an organization needs to be produce goods or service, each
activity based on its own strategy.
Accurate and on the time information for each strategy development
can help the organization to compete over the market.
• Primary Activities includes: Inbound logistic >Production >Out bound
logistic>Marketing (sales) >After sale services.
• Supportive Activities includes: Procurement>Technology>H.R>Firms
infrastructure.
• Effect of Info System with profitability: Standard information system helps an
org to;
¤ Reduce Cycle time
¤ Cost is reduced without effecting of quality
and thus the organization is able to produce high quality with low cost.
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18. Pillars No.4 of Quality
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19. 4* Respect for People
• Today worker at work place: Today worker at work place wants to be empowered,
rather then controlled.
• What mean empowerment: It includes all actions that a firm can take to give
employees a greater sense of control and participation in the event and decisions
that affect a business life.
• Development effective empowerment:
¤ Authorizing employees for respond consumers
¤ Enhance employee authority
¤ Decreasing the required level of approval that are consider for taking decisions.
o Requirement for empowerment;
¤ Alignment:
Employees need to understand the direction in which the company is moving.
¤ Capability:
Employees must posses’ necessary skills and knowledge to their job.
¤ Mutual trust:
Their must be mutual trust in between the management and employees.
• Benefit of employees empowerment:
¤Employees makes better decision using their expert knowledge of business
process
¤ They will like to implement and to support decision they hade part in making
¤they are better able to spot areas of improvement
¤ it reduce labor and management friction.
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