TQM EVOLUTION

Chapter I
Introduction
- Total Quality Management (TQM) is customer oriented management
philosophy and strategy.
- Centered on quality so as to result in customer delight.
- “Total” : implies that all members of the organization make consistent efforts
to achieve the objective of customer delight.
Introduction
- TQM philosophy was evolved in Japan after World War II.
- Edward Deming - American quality expert
- Helped the Japanese to apply concepts of TQM.
Definition of Quality

- “Fitness for use” - (Juran, one of the quality Gurus)

- Quality does not mean an expensive product; on the contrary, it is fitness for
the use of the customer.
- “The totality of features and characteristic of a product or service, that bear on
its ability to satisfy a given or implied need”. - (ISO 9000 standard)
DIMENSIONS OF
QUALITY
Product Quality
1. Functionality - Refers to those functions that will satisfy the customer.
2. Reliability - Indicator of durability of the product.
3. Usability - A product should be easily usable.
4. Maintainability - Product should be repairable so as to retain the original
quality of the product at the lowest cost at the earliest possible time.
5. Efficiency - Ratio of output to input.
6. Portability- Easily carried or moved.
SERVICE QUALITY
 1. Quality of Customer Service
- How well the customer is received?
- How well the implied requirements are elucidated?
- How well the customer is handled/treated?

2.) Quality of Service Design - service is designed as per the requirements

of the specific customer.

3.) Quality of Delivery - defects on delivery should be zero to satisfy the

customers.
Additional attributes of quality:

- Timeliness
- Aesthetics
- Regulatory Requirements
- Requirements of Society
- Conformance to Standards
Evolution of Quality
1. Dr. Walter A Shewhart (1891-1967) worked in Western Electric Company and
AT&T, USA.
- Advocated Statistical Quality Control (SQC) and Acceptable Quality Level
(AQL)
- Father figure of SQC, who developed control charts for quality assessment
and improvement
2.) Deming W. Edwards (1900-1993)

- Lead the quality movement

- Joined the US Census Bureau in 1939 & proved that quality control methods
could lower costs even in an exclusive service org.
3.) Joseph M. Juran

- Identified fitness of quality and popularized the same.

4.) Philip B. Crosby

- VP of International Telephone & Telegraph (ITT). His 4 absolutes of Quality

are very relevant to TQM.

5.) Armand V. Feigenbaum

- President of American Society of Quality Control. “Quality is in its essence a

way of managing the organization”
6.) Kaoru Ishikawa

- Advocated the use of cause and effect diagrams to provide a true

representation of the organizational impactst and procedures.
Quality Control (QC)
- Inspection or appraisal of products and services to ensure that the stated
requirements are fulfilled. This was the only technique practiced during the
World War II.
Quality Assurance (QA)
- All the planned and systematic activities implemented within the quality
system, and demonstrated as needed, to provide adequate confidence that
an entity will fulfill the requirements for quality.

Building quality into the products requires the following

Quality of:
Design, conformance, performance, service
Quality of Design - refers to how well the product/service has been designed to
meet the current & future requirements of customers.

Quality of Conformance - indicates the consistency in delivering the designed

product.

Quality of Performance - indicator of the performance of the end product.

Quality of Service - Selling a product is not the end of the business.

Quality Planning (QP)
In order to consistently meet customer requirements, the quality of 4 Ms namely -
Man, Machine, Material, and Methods need to be ensured.

Quality Improvement
Aims attaining unprecedented level of performance, which are significantly better
than the past level.
Strategic Planning
Involves making plans for the following, in particular:

- Business value
- Investment in machinery and equipment
- Manpower to be hired
- Budget
- Product diversification
- Markets to be served
- Strategies for improving profits
Quality Management (QM)
Comprises “ All activities of the overall management function that determine the
quality policy, objectives and responsibilities and implement them by means such
as quality planning, quality control, quality assurance and quality improvement
within the quality system.”

Just-In-Time (JIT)
This means that at no stage of manufacturing nobody or nothing waits for
anything. This is to ensure that there is no waste of machinery, materials, and
manpower.
ISO 9000 Standards
Released for the first time in the year 1987 to bring in system for quality in every
organizations.

Deming Award for Quality

To express their gratefulness, Japanese instituted a Quality Award in the name of
Deming in the year 1951. The award is now given not only to companies in Japan,
but even overseas who excel in quality.