DefinitionTotal Quality Management.ppt

Definition:Total Quality Management Total Quality Management (TQ, QM or TQM) and Six Sigma (6?) are sweeping “culture change” efforts to position a company for greater customer satisfaction, profitability and competitiveness. TQ may be defined as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. We often think of features when we think of the quality of a product or service; TQ is about conformance quality, not features. Total Quality Is… Meeting Our Customer’s Requirements Doing Things Right the First Time; Freedom from Failure (Defects) Consistency (Reduction in Variation) Continuous Improvement Quality in Everything We Do A Quality Management System Is… A belief in the employee’s ability to solve problems A belief that people doing the work are best able to improve it A belief that everyone is responsible for quality Elements for Success Management Support Mission Statement Proper Planning Customer and Bottom Line Focus Measurement Empowerment Teamwork/Effective Meetings Continuous Process Improvement Dedicated Resources Modern History of Quality Management Frederick W. Taylor wrote Principles of Scientific Management in 1911. Walter A. Shewhart used statistics in quality control and inspection, and showed that productivity improves when variation is reduced (1924); wrote Economic Control of Manufactured Product in 1931. W. Edwards Deming and Joseph M. Juran, students of Shewhart, went to Japan in 1950; began transformation from “shoddy” to “world class” goods. In 1960, Dr. K. Ishikawa formalized “quality circles” - the use of small groups to eliminate variation and improve processes. In the late ‘70’s and early ‘80’s: Deming returned from Japan to write Out of the Crisis, and began his famous 4-day seminars in the United States Phil Crosby wrote Quality is Free NBC ran “If Japan can do it, why can’t we?” Motorola began 6 Sigma History of Quality Management History