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Total Quality Management

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Rohit Agarwal

on 4 August 2015

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Transcript of Total Quality Management

Total Quality Management
TQM in Practice
Disneyland is considered as one of the best amusement parks in the world and is a great example of TQM implementation
Their main focus is customer satisfaction. Attention to detail and employee satisfaction major reasons for its success.
All employees are called "cast members" irrespective of their post and are trained extensively in quality awareness. They are considered as assets in achieving higher standards.
In terms of their product, they successfully identified families and kids as their target. Constant monitoring and evaluation ensures complete safety thus improving the quality.
HongKong Disneyland, the latest addition initially faced competition and lost out to other parks in HK. They recognized the problem that customers considered it small and improved by expanding and innovating better rides.It ultimately won the HKMA Quality Award in 2014.
Tools & Techniques

Total Quality Management can be described as a holistic approach towards improving quality at every level of the organization.

International Organization for Standardization defines TQM as "A management approach of an organisation centred 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 organisation and society.
Concept of quality existed since many years but scope has changed with time
Gurus such as Shewart, Deming, Juran, Feigenbaum and Crosby have given their own philosophies about quality management.
Late 1970s-Many U.S. companies lost their market share to Japanese companies who provided better quality at affordable prices
With time, it has gained a strategic meaning with customer orientation as the core area.
Customer Focus
One of the most important feature of TQM is customer focus
A company provides quality if it exceeds customer expectations
Thus, TQM involves identifying and meeting customer needs
Companies need to constantly adapt & evolve their products as per customers else they lose out
Continuous Improvement
TQM is based on the thinking that perfection can never be achieved and there's always scope for improvement
Companies should strive to improve through learning and development
Continuous improvement leads to higher effectiveness & efficiency thus affecting the overall quality
Employee Involvement & Empowerment
TQM focuses on empowering employees to seek out quality problems and correct them.
Through training,development,team approach employees are given bigger roles.
Thus, if all the levels of the organisation are committed towards improvement then it leads to better results and lesser deficiencies
Plan-Do-Check-Act Cycle
Also known as Shewart Cycle
Plan-The first step in the PDSA cycle is to plan. Managers must evaluate the
current process and make plans based on any problems they find. They need to document all current procedures, collect data, and identify problems. This information should then be studied and used to develop a plan for improvement as well as specific measures to evaluate performance.
Do-The next step in the cycle is implementing the plan (do). During the implementation process managers should document all changes made and collect data for evaluation.
Study-The third step is to study the data collected in the previous phase. The data are evaluated to see whether the plan is achieving the goals established in the plan phase.
Act-The last phase of the cycle is to act on the basis of the results of the first three phases. The best way to accomplish this is to communicate the results to other members in the company and then implement the new procedure if it has been successful.
Statistical Graphs & Analysis
Comparing the quality,costs,methods etc with that of a company considered "best in class" or with industry standards
Helps in comparing performance so that areas for improvement can be identified.
For eg, a low-cost carrier may consider AirAsia as a benchmark to understand its relative performance
Other Tools & Techniques
Force field analysis
Quality Function Deployment
Tree Diagrams
There are broadly 7 principles of TQM-
Customer Focus
Employee Empowerment
Continuous Improvement
Use of quality tools
Product Design
Process Management
Managing Supplier Quality
Roll No- 33 to 78, 113 & 3027
Full transcript