industry management

1. TOTAL QUALITY MANAGEMENT

2. PRESETED BY:
Adha Ningrum
Ayuning Ari Murti
Deny Aditia Nugraha
Gantry Faticha Sari
Riska Yuliana Siregar
Tiara Khalifah Permani
TOTAL QUALITY MANAGEMENT

3. Outline Of TQM
TQM
Definition of
TQM
Concept of
TQM
Elements
Of TQM
Quality
Awards
and
Standards
Why TQM
Efforts Fail
TQM &
Organizational
Cultural
Change
Link to
Practice:
Motorola,
Inc

4. Definition of TQM
• Total quality management (TQM) is an integrated
effort designed to improve quality performance at
every level of the organization
• Costumer-defined quality is the meaning of
quality as defined by the costumer

5. ISO Standards Of TQM
ISO 9000 ISO 14000
In Desember 2000

6. A Fundamental Concept of TQM
• “A set of inter-related resources and activities which
transform inputs into outputs.” (ISO 8402).
• “Any activity that accepts inputs, adds values to these
inputs for customers, and produces outputs for these
customers. The customers may be either internal or
external to the organization.” (BS 7850)

7. Goal Of TQM Concept
Described by (Oakland (1993) and Creech (1994):
• Focus on consumers
• Continuous increasing customer satisfaction
• Continuous reduction of real costs
• Partisipation of all employees
• Inclusion of supply chain and customer chain

8. "The Simple Process"
Controls
Process OutputsInputs
Resources
(Source: BS 7850: 1992, “Total Quality Management”)

9. Elements of TQM
• Leadership
– Top management vision, planning and support.
• Employee involvement
– All employees assume responsibility for the quality
of their work.
• Product/Process Excellence
– Involves the process for continuous improvement.

10. • Continuous Improvement
– A concept that recognizes that quality improvement
is a journey with no end and that there is a need for
continually looking for new approaches for
improving quality.
• Customer Focus on “Fitness for Use”
– Design quality
• Specific characteristics of a product that
determine its value in the marketplace.
– Conformance quality
• The degree to which a product meets its design
specifications.
Elements of TQM

11. Quality Awards and Standards
• Malcolm Baldrige National Quality Award an award
given annually to companies that demonstrate
quality excellence and establish best-practice
standards in industry.
• Deming prize is a japanese award given to
companies to recognize efforts in quality
improvement.

12. Quality Awards and Standards
The integrated framework of the Baldrige Award criteria

13. Quality Awards and Standards

14. Why TQM Efforts Fail
Some common causes for TQM failure are:
- Lack of a genuine quality culture
- Lack of top management support and commitment
- Over and under reliance on statistical process control
(SPC) methods

15. TQM & Organizational Cultural Change
Traditional Approach
• Lack of communication
• Control of staff
• Inspection & fire fighting
• Internal focus on rule
• Stability seeking
• Adversarial relations
• Allocating blame
TQM
• Open communications
• Empowerment
• Prevention
• External focus on customer
• Continuous improvement
• Co-operative relations
• Solving problems at their roots

16. Link to Practice: Motorola, Inc
Motorola attribute their success to having one of the best
quality management in the world. Motorola was one of the
first companies to win the prestigious Malcolm Baldrige
National Quality Award in 1988, due to its high focus on
quality. Motorola have had a primary goal achieve total
customer satisfaction. The effort of this organizations
have included eliminating almost all defects from product,
processes, and transactions.

17. Summary

18. References

19. Thank You For Your Attention