1. AN INTRODUCTION TO
TOTAL QUALITY
MANAGEMENT

2. To define Quality
To define Total Quality Management
Contributors to Total Quality
The benefits of applying a Total
Quality System

3. In today's competitive environment,
quality is no longer an "optional extra",
it is a requirement of all organizations.
No organization will survive without
providing the quality their customer's
expect and demand. Quality products
and services demand total commitment
and an innovative management system.

5. QUALITY?
HOW DO YOU DEFINE

8. Is Is Not
Quality Conformance to the
requirements of the
customer
Top of the line,
luxurious
Performance
Standard
Meeting the customer
requirements consistently
"Close enough"
System The prevention approach The detection approach
Measurement of
Opportunity
Looking for areas with the
greatest payback
Random selection
Measurement of
Quality
The measurement of work
against customer
requirements
Guess work or
assumption

9. TT QQ MM

10. • A formal quality system
• Prevention not detection
• Providing confidence
• Expectations consistently satisfied
• Operating effectively and efficiently

12. Total quality management (TQM)
consists of organization-wide efforts
to install and make a permanent
climate in which an organization
continuously improves its ability to
deliver high-quality products and
services to meet customer
satisfaction.

13. While there is no widely agreed-upon
approach, TQM efforts typically draw
heavily on the previously developed
tools and techniques of quality control.
TQM enjoyed widespread attention
during 1980s and early 1990s before
being overshadowed by ISO 9000, Lean
manufacturing, and Six Sigma.

15. Contributors to Total Quality
 Frederick Taylor
 An industrial engineer who applied "scientific
management" to industry. He is noted for his
time & motion studies.
Walter shewhart
 Noted for his “Plan, Do, Check, Act” theory
and statistical process control tools such as
control charts.

16. Frederick Winslow Taylor
Born: March 20, 1856 - U.S.
Died : March 21, 1915 (aged 59)
Nationality : American
Efficiency expert Management
consultant
Known for "Father" of the
Scientific management, Efficiency
Movement & Industrial Engineering
Taylor summed up his efficiency
techniques in his 1911 book The
Principles of Scientific Management,

17. Walter A. Shewhart
Born March 18, 1891, Illinois, U.S.
Died March 11, 1967 (aged 75)
Scientific Career Fields: physics, engineering
& statistics.
Known as the father of statistical quality control
Also related to the Shewhart cycle (PDCA)

18. Contributors to Total Quality
 Joseph M. Juran
• Claims that management is responsible
for change. Juran advocates creating
change when problems are sporadic.
Taichi Ohno & Shingo
• With Toyota Motors, was responsible for
bringing Deming to Japan.

19. Joseph M. Juran
• Born December 24, 1904
Died February 28, 2008 (aged 103)
Occupation engineer and management
consultant
• Founded the Juran Institute in 1979
• Books
• Quality Control Handbook 1951
• Managerial Breakthrough 1964
• Management of Quality Control 1967
• Quality Planning and Analysis 1970

20. Taichi Ohno & Shingo
 Taiichi Ohno (February 29, 1912 – May 28, 1990)
• Japanese industrial engineer and businessman.
• He is considered to be the father of the Toyota
Production System, which became Lean
Manufacturing in the U.S.
• He wrote several books about the system, including
Toyota Production System “TPS”
 Shigeo Shingo (1909 - 1990),
• Japanese industrial engineer who is considered as
the world’s leading expert on manufacturing
practices and the Toyota Production System.

21. Taichi Ohno & Shingo
• Toyota Production System(TPS), also known
as Just-in-time (JIT) manufacturing,
• It is a methodology aimed primarily at
reducing flow times within production system
as well as response times from suppliers and
to customers.
• Its origin and development was in Japan,
largely in the 1960s and 1970s and
particularly at Toyota.

22. Taichi Ohno & Shingo
• Lean manufacturing or lean production,
often simply "lean", is a systematic method
for waste minimization within a
manufacturing system without sacrificing
productivity.
• Lean also takes into account waste created
through unevenness in work loads .
• Working from the perspective of the client
who consumes a product or service.

23. Contributors to Total Quality
W. Edwards Deming
• Born October 14, 1900
• Died December 20, 1993
• Studies: University of Wyoming
BS - University of Colorado MS
- Yale University PhD
• Scientific career Statistician.
• Implementing Japan total quality movement,
using Shewhart's PDCA and process control
materials. Deming is noted for statistical control.

24. W. Edwards Deming
Deming’s 14 Points for TQM.
1. Create constancy of purpose for improving
products and services.
2. Adopt the new philosophy.
3. Cease dependence on inspection to achieve
quality.
4. End the practice of awarding business on
price alone; instead, minimize total cost by
working with a single supplier.

25. W. Edwards Deming
W. Edwards Deming’s 14 Points for TQM.
5. Improve constantly and forever every process
for planning, production and service.
6. Institute training on the job.
7. Adopt and institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10.Eliminate slogans, exhortations and targets for
the workforce.

26. W. Edwards Deming
W. Edwards Deming’s 14 Points for TQM.
11.Eliminate numerical quotas for the workforce
and numerical goals for management.
12.Remove barriers that rob people of pride of
workmanship, and eliminate the annual rating
or merit system.
13.Institute a vigorous program of education and
self-improvement for everyone.
14.Put everybody in the company to work
accomplishing the transformation.

27. W. Edwards Deming
• Deming institute was founded in 1993 and received
its ruling as a nonprofit organization in July 1994.
• Established only a few months before Dr. Deming’s
passing at age 93 in December of 1993.
• The Deming Institute continue his life's work, to
inspire individuals and organizations to work
collaboratively with the aim for everyone to win.
• He believed through learning and understanding that
we can improve all aspects of life and advance
commerce, prosperity and peace.

28. Contributors to Total Quality
Dr. Armand V. Feigenbaum,
• Born 1922 – Died 2014
• The developer of “Total Quality Control” concept
• Feigenbaum wrote several books and the handbook
of Total Quality.
• He served as President of the American Society for
Quality (1961–1963).
• He was Director of Manufacturing Operations at
General Electric (1958–1968),

29. Contributors to Total Quality
Kaoru Ishikawa
July 13, 1915 – April 16, 1989) was a
Japanese organizational theorist.
Professor at the Faculty of Engineering at
The University of Tokyo.
He is considered a key figure in the
development of quality initiatives in Japan,
particularly the quality circle.

30. Contributors to Total Quality
Kaoru Ishikawa
• His contribution is best known to introduce
and develop many quality tools, he believed
95% of quality problems can be solved by
theses tools.
• Ishikawa has been associated with the
development and advocacy of universal
education in the seven QC tools, which are
namely:

31. Contributors to Total Quality
• Ishikawa seven QC tools, which are namely:
1) Pareto chart;
2) Cause and effect diagram (called fishbone or
Ishikawa diagrams);
3) Stratification chart;
4) Scatter diagram;
5) Check sheet;
6) Histogram, and;
7) Control chart.
• The following slides will show
example for each tool

32. 1. Pareto Chart
39%
63%
76%
87%
96%
100%
0%
20%
40%
60%
80%
100%
120%
0
2
4
6
8
10
12
14
16
18
20
Quality Certificate
Error
Quality Certificate
Missing
Invoice Error Packing List Error Wrong Quantity Other

33. 2. Cause and effect diagram
Fishbone diagrams

34. 3. Stratification chart

35. 4. Scatter Diagram

36. 5. Check sheet
• The check sheet is a form used to collect data in
real time at the location where the data is
generated.
• If the data it captures is quantitative the check
sheet is called a tally sheet.
Sat. Sun. Mon. Total
Dish 1 ||| || || 7
Dish 2 | || | 4
Dish 3 ||| ||||| ||| 11
Dish 4 || ||| || 7
Total 9 12 8 29
Tally sheet of a
restaurant to
show the most
popular dish.

37. 6. Histogram
• A histogram is a display of statistical
information that uses rectangles to show the
frequency of data items in successive
numerical intervals of equal size.
• The illustration, below, is a histogram showing the
results of a final exam given to a hypothetical
class of students.
0
20
40
0 - 20 21 - 50 51 - 60 61 - 80 81 - 100
Grade
No of Students

38. 7. Control Chart

39. Contributors to Total Quality
Genichi Taguchi
• Japanese engineer and statistician
• January 1, 1924 – June 2, 2012
• Taguchi developed a
methodology for applying
statistics to improve the quality
of manufactured products, known
as Tanguchi Method.

40. Contributors to Total Quality
Philip Crosby, (June 18, 1926 –
August 18, 2001) was a businessman
and author who contributed to
management theory and quality
management practices.
States that Quality is free. He
believes that Quality is conformance
to requirements and 100%
conformance to Quality equals zero
defects.

41. Performance StandardsPerformance Standards
"The only performance
standard is Zero Defects."
F. CrosbyF. Crosby

42. Crosby’s Four Absolutes of
Quality
Changing from the conventional wisdom of quality to the
reality of quality management requires understanding and
accepting the four absolutes as a unit.
Conventional
Wisdom
Reality
Goodness Definition Conformance to
requirements
Appraisal System Prevention
Acceptable
Quality Levels
Performance
Standard
Zero Defects
Quality Indices Measurement Price Of Non-
Conformance

44. The Four Pillars of TQM

45. The Rewards of
Implementing TQM

46. Providing and detecting nonconformity.
Implementing means to prevent reoccurrence
Achieve an increase in productivity
Improve competitive position and win business
Increase ability to compete in International
Market

47. Reduced costs
Increase customer satisfaction and loyalty
Be accepted as an approved supplier.
Improve pride in workmanship
Increase market share