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2. TOTAL QUALITY
MANAGEMENT
(TQM) BY
ADNAN JANJUA

3. INTRODUCTION TO TQM
What is TQM?
TQM is the integration of all functions and
processes within an organization in order to achieve
continuous improvement of the quality of goods and
services. The goal is customer satisfaction.
“ No doubt , humans are always deficient”
(Al-Quran)

4. TQM
Total -> made up of the whole
Quality -> degree of excellence a product or
service provides
Management -> act, art or manner of planning,
controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve
excellence.
Total Quality Management

5. A FUNDAMENTAL CONCEPT OF TQM
FROM BS 7850 - A ‘PROCESS’
 “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)

6. 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

7. Controls
Process OutputsInputs
Resources
"THE SIMPLE PROCESS"
(Source: BS 7850: 1992, “Total Quality Management”)

8. 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.

9. ELEMENTS FOR SUCCESS
 Management Support
 Mission Statement
 Proper Planning
 Customer and Bottom Line Focus
 Measurement
 Empowerment
 Teamwork/Effective Meetings
 Continuous Process Improvement
 Dedicated Resources

10. THE TQM SYSTEM
Total Quality Management
Customer
Focus
Process
Improvement
Total
Involvement
Leadership
Education and Training Supportive structure
Communications Reward and recognition
Measurement
Continuous
Improvement
Objective
Principles
Elements

11. CONTINUOUS IMPROVEMENT
Do
Act
Check
Objective and processes to meet
customer need and organizational
policies
Implement Processes
Monitor and measure process. Report
result
Adapt, Improve and change processes

12. TQM TOOLS
 Quality function deployment (QFD)
 Pareto charts
 Process charts
 Cause & effect diagrams
 Statistical process control (SPC)

13. TOTAL QUALITY MANAGEMENT
SEVEN BASIC QUALITY
TOOLS

14. INTRODUCTION
 Quality tools are more specific - tools which
can be applied to solving problems in
improving quality in organizations,
manufacturing, or even in individual
processes.
 They were first emphasized by Kaoru
Ishikawa, professor of engineering at Tokyo
University and the father of “quality circles”.

15. SEVEN BASIC QUALITY TOOLS
HISTOGRAM
PARETO
CHART
CAUSE &
EFFECT
FLOWCHA
RT
CHECK
SHEET
CONTROL
CHART
SCATTER
DIAGRAM

16. HISTOGRAMS
 A histogram is a bar graph that shows frequency
data.
 Histograms provide the easiest way to evaluate
the distribution of data.

18. PARETO CHART
The Pareto Chart is a histogram ordered
by the frequency of result occurrences,
showing how many results were
generated by the type or category of the
identified cause.
The relative position of the occurrences
is used to guide corrective actions.
• The corrective actions must initially focus on the
problems that are causing the majority of defects.

19. PARETO CHART
0
10
20
30
40
50
60
70
80
90
100
110
120
130
Poor
documentation
Delays on the
technical
specifications
Delay to prepare
the purchase
order
Lack of stock Importing
problems
Lack of human
resources
Transport Failure Other

20. CAUSE AND EFFECT DIAGRAM
It shows how several causes relate
themselves to problems or potential
effects.
Also known as Ishikawa Diagram or
Fishbone Diagram.

21. CAUSE AND EFFECT DIAGRAM

22. FLOWCHARTING
A flowchart is any chart that depicts how
several elements interact with each other
Here are a few flowcharting techniques that
are usually used in quality management
• Cause and Effect Diagram
• Systems or Process Flowcharts

24. CONTROL CHARTS
Control charts present the results of a process over time.
They are used to determine if the process is under control.
They are used to monitor any type of variable output.
Can be used to monitor
• Cost and schedule variances;
• Volume and frequency of changes;
• Errors in the project documentation

25. CHECKLIST
It is a list with
previously defined
options that are
used as a guide to
control risks.
It allows a thorough
evaluation in a short
period of time.

26. SCATTER DIAGRAMS
 Scatter Diagrams are used to study and identify
the possible relationship between the changes
observed in two different sets of variables.

27. SCATTER DIAGRAM
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