TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society.
¢ Defective products
¢ Untapped resources
¢ Misused resources
¢ Delays (waiting time)
What is wrong with Traditional View?
¢ Acceptable product quality can be achieved by discarding defective products during inspection.
¢ Shoddy products with sloppy procedures may be continuing.
No guarantee that only good products & services go to consumers.
Modern Quality Management
¢ Quality management programs are viewed as productivity improvement programs. (Quality drives the productivity machine)
¢ Every piece of business must be done right the first time.
¢ Every piece of business must continue to improve.
Change in working
¢ Top management commitment & involvement
¢ Customer involvement
¢ Design products for quality
¢ Designing & controlling production process
¢ Developing supplier partnership
¢ Customer service, distribution, and installation
¢ Building teams of empowered employees
Process improvement tools
- Flow charts
- Check sheets
- Pareto diagrams
- Cause-and-effect diagrams
- Scatter diagrams
- Control charts.