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What is total quality management
- 2. Purpose: to improve customer satisfaction The process has evolved in many decades Most businesses follow a similar model QualityManagementSystem.com
- 3. Started on the 1920s Took off in the late 1940s Japanese tried to improve the quality of their products In I 1950 W Ed W. Edwards D i d Deming d developed l d Statistical Quality Control (SQC) QualityManagementSystem.com
- 4. Deming taught many Japanese companies Promote the concept of engaging employees At every level and stage of the process Giving employees ownership Empowering employees E i l to make improvements QualityManagementSystem.com
- 5. Joseph Juran teach quality concepts in Japan in 1954 Joseph Juran different from Deming: ◦ Quality had to be embedded in every aspect of a company s company’s business ◦ Quality should be “fitness for use,” not just “conformance to specifications” Monetary cost associated with quality QualityManagementSystem.com
- 6. Loss of manufacturing jobs and market share in the late 1970s Began to respond to Japanese QualityManagementSystem.com
- 7. Total Quality Management spread across US industries Led by companies like Motorola and General Electric American businesses began to come back in the 1990s QualityManagementSystem.com
- 8. Characterized differently by each company that practices it The primary philosophy ◦ Continuous improvement to exceed the customer expectations ◦ Identify and correct quality issues at the earliest stage ◦ Incorporate quality into the final product QualityManagementSystem.com
- 9. Develops employees involves them in all employees, areas, work together to improve quality Every process change must improve customer satisfaction Defects in a product are analyzed to find the root cause, correct it and prevent its recurrence QualityManagementSystem.com
- 10. Continuously improve manufacturing processes Employees are encouraged to actively participate QualityManagementSystem.com
- 11. Regularly train process and quality concepts to employees The business leaders drive the TQM process QualityManagementSystem.com
- 12. TQM ensures the long-term success Everyone in the organization: ◦ Is a critical part of the team ◦ Is valued by the company ◦ Encouraged to participate in the continuous-improvement process QualityManagementSystem.com
- 13. TQM identify and correct problems early Minimize cost of: ◦ Scrap ◦ Rework ◦ Double handling Double-handling ◦ Dissatisfied customers QualityManagementSystem.com