INTRODUCTION TO TOTAL

QUALITY MANAGEMENT

WHAT IS QUALITY?

QUALITY

Performance to standards
Satisfying the customer
Conformance to specifications
Fitness for use
Value for price paid
Support services

EIGHT DIMENSIONS OF QUALITY

(Garvin, 1987)

Performance
Features
Reliability
Conformance

Durability
Serviceability
Aesthetics
Perceived Quality

https://hbr.org/1987/11/competing-on-the-eightdimensions-of-quality

WHAT IS TOTAL QUALITY

MANAGEMENT?

BRITISH STANDARDS INSTITUTION

"A management philosophy and company

practices that aim to harness the human
and material resources of an organization
in the most effective way to achieve the
objectives of the organization."

INTERNATIONAL ORGANIZATION
FOR STANDARDIZATION
"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."

THE CHARTERED QUALITY INSTITUTE

"TQM is a philosophy for managing an

organisation in a way which enables it to meet
stakeholder needs and expectations efficiently
and effectively, without compromising ethical
values."

THE AMERICAN SOCIETY

FOR QUALITY
"A term first used to describe a management
approach to quality improvement. Since then, TQM
has taken on many meanings. Simply put, it is a
management approach to long-term success
through customer satisfaction. TQM is based on all
members of an organization participating in
improving processes, products, services and the
culture in which they work.

SIMILAR CONCEPTS

Statistical quality control

Continuous Improvement / Kaizen (key principle)
Six Sigma
Lean
ISO 9000 (Standardization)

QUALITY

Performance to standards
Satisfying the customer
Conformance to specifications
Fitness for use
Value for price paid
Support services

QUALITY
The American Society for Quality (ASQ) defines
quality as the totality of features and characteristics
of a product or service that bears on its ability to
satisfy given needs.
Quality measures how well a product or service meets
customer needs

QUALITY MANAGEMENT
TERMINOLOGY
Quality Control (reactive)
Are quality standards being met?
Testing of products to uncover defects and allow or
deny product release

Quality Assurance (preventive)

improve and stabilize processes to minimize or avoid
issues and prevent mistakes or defects

Quality Improvement
Ex. TQM, Six Sigma

QUALITY PRINCIPLES

Customer Focus
Leadership
Involvement/Engagement of People
Process Approach
Continuous Improvement
Evidence Based Decision Making (Factual Approach)
Relationship Management (Mutually Beneficial)

QUALITY SYSTEMS AND STANDARDS

The International Organization for

Standardization (ISO) created the Quality
Management System (QMS) standards in 1987
Standards are reviewed and revised every few years
Most used: 2008 version (ISO 9001:2008)
Last major revision was in the year 2015 (ISO
9001:2015)

QUALITY SYSTEMS AND STANDARDS

Quality Management System (QMS)

a collection of business processes focused on consistently

meeting customer requirements and enhancing their
satisfaction
Should be aligned with company's purpose and strategic
direction

ISO 9001

Company output: Quality Manual, Procedures Manual

Includes organizational goals, policies, and processes
including documentation and information management
processes

QUALITY SYSTEMS AND STANDARDS

The Quality Management System standards created

by ISO are meant to certify the processes and the
system of an organization
Though ISO 9000 certifications are used for
marketing purposes to communicate value, ISO 9000
standards do not certify the quality of the product or
service

SIX SIGMA (6)

process that helps us focus on developing and
delivering near-perfect products and services
seeks to improve the quality of the output of a
process by identifying and removing the causes of
defects and minimizing variability
based on various quality management theories
pioneered by Motorola to quantify and reduce
defects in manufacturing processes
popularized by GE under Jack Welch in the mid 90s

SIX SIGMA (6)

defect
failing to deliver what the customer wants
a product that does not meet standards

central idea: if you can measure how many "defects"

you have in a process, you can systematically figure
out how to eliminate them and get as close to "zero
defects" as possible
3.4 defects per million opportunities or 99.9997%
perfect

SIX SIGMA (6)

Six Sigma is used for:

Lowering Defects
Reducing Process Variability
Improving Processes
Reducing Costs
Increasing Profits
Increasing Customer Satisfaction

customers feel the variance, not the mean: focus is on

reducing process variation rather than on improving the
process capability

SIX SIGMA (6)

Professionalized quality management functions through ranking

terminology that includes all business functions and levels
Executive Leadership: CEO and other members of top management
vision and empowerment
Champions take responsibility for Six Sigma implementation,
mentor Black Belts and identify projects/functions for Six Sigma
with the Master Black Belts
Master Black Belts act as in-house coaches on Six Sigma. They
devote 100% of their time to Six Sigma. They ensure consistent
application

SIX SIGMA (6)

Black Belts operate under Master Black Belts to apply Six Sigma
methodology to specific projects. They devote 100% of their valued
time to Six Sigma. They primarily focus on Six Sigma project
execution and special leadership with special tasks
Green Belts are the employees who take up Six Sigma
implementation along with their other job responsibilities,
operating under the guidance of Black Belts
Some organizations use additional belt colors (e.g. Orange, Yellow,
and White)

QUALITY OF LIFE
What does this term mean to you?

GROUP PRESENTATIONS
5-10 minute presentations:

Deming
Juran
Crosby
Shewhart
Feigenbaum

Ishikawa
Taguchi
Shingo
Garvin
Kano

Who are they? What did they contribute?

NEXT MEETING
Noriaki Kanos Model of Customer Satisfaction
Garvins 8 Dimensions of Quality

SERVQUAL/RATER quality management model