Total quality management is the key for customer satisfaction.
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TOTAL QUALITY MANAGEMENT(TQM)
Prepared By: K.Sasikumar- VSO Volunteer
DEFINITIONS
Total Quality Management:
INTEGRATION OF ALL FUNCTIONS AND PROCESSES WITHIN AN
ORGANIZATION IN ORDER TO ACHIEVE CONTINUES IMPROVEMENT OF THE
QUALITY OF GOODS AND SERVICES TO SATISFY THE CUSTOMERS.
[Most effective use of material & human resources to achieve the objectives of the organization]
Quality:
“MEETING THE CUSTOMER REQUIREMENTS”
Reliability:
“ABILITY OF THE PRODUCT TO CONTINUE TO MEET THE CUSTOMER
REQUIREMENT”
Reputation for Excellence:
“ WELL ORDERED CAPABILITITIES TO MEET THE CUSTOMER
REQUIREMENT”
Customer Loyalty:
“THINKING REGARDING CUSTOMER & CUSTOMER SATISFACTION”
ADVANTAGE OF CUSTOMER LOYALTY
Customer retaining cost< New customer acquisition cost
Longer relationship with customer will increase the profitability
½ of the new customers comes true reference from existing
clients
TOTAL QUALITY MANAGEMENT MODEL
Leadership
1. People
Management
2. Policy &
Strategy
3.Resources
Process
Business
Result
1.Customer
Satisfaction
2.People
Satisfaction
3.Impact on
society
TQM MODEL
6CS OF TQM
CUSTOMER SATISFACTION
THREE PART SYSTEM
Customer Expectations
Company Operations
(Processes)
Customer Satisfaction
TOTAL QUALITY MANAGEMENT
ESSENTIAL FEATURES
Quality for profit
Ways to increase the profit
1. Increasing the sales
2. Cutting the costs
3. Improving the quality
Right first time/ Zero defect
1. Careful use of specification
2. Process control
3. Prevention of Damage (Q.A)
Cost of quality
“ Prevention cost/ Cost for quality assurance”
Just in time
“achieve high volume production using the minimal inventories of raw
materials, work in process and finished goods”
CONTINUOUS IMPROVEMENT
Identify the situation (Room for improvement)
Evaluate (Define the requirement for improvement)
Plan (Identify the cause & Select perfect solution)
Execute (Implementation)
Check (Monitor & Review)
Amend (Repeat the process and Adjust)
QUALITY PROBLEM
QUALITY CONTROL
Detection of defect before it reaches to the customer
[Expenditure on controlling the quality < Loss in the earning due to poor quality]
Objective of Quality Control:
Quality
Price
Delivery
Safety
Achieving quality:
1.Check
2. Test
3. Inspect or Measure
TYPES OF QUALITY
Quality of design:
Material
Style
Size
Accessories
Colour
Special requirements
o Quality of conformity:
How much close with the specification
JAPANESE METHODS OF QUALITY IMPROVEMENT-5S
“SEIRI” - Short
“SEITON” - Set in order
“SEISO” - Shine/Clean
“SEIKETSU” - Standardize/Maintain
“SHITSUKE” – Sustain/ Maintain what is achieved
STANDARDIZED PRODUCT
Should have well defined objectives:
1. Specifications
2. Test Methods
3. Registrations
Types of Standards:
1. Product Standards-Compatibility
2. Design Standards
3. Test Method Standards
4. Safety Standards (Guidance, Safety of Life)