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HOLISTIC QUALITY MANAGEMENT

TOTAL QUALITY MANAGEMENT

Group Members
Shahzadi Neelum

Nazish Riaz
Ammara Faryal Sana Mehtab Sidra Ashfaq Marium Nasir

PRESENTING

Shahzadi Neelum

HOLISTIC
Emphasis of the importance of the whole and complete systems rather than with the analysis of parts.

QUALITY
Quality is meeting the customers need first time and every time. (General Service Administration, GSA)

MANAGEMENT
The process of creating an environment for performance of a group of people working together for achievement of common objective.

LEVELS IN EVALUATION OF TQM


Total Quality Management Customer Satisfaction Continous Improvement Total Employee Involvement Total Quality Control Corrective Actions Company wide Quality Assurance Use of Quality Tools

Quality Assurance Process Approach Process Control Product Performance


Inspection Post - Production Exercise Correction Grading

DEMINGS POINTS FOR CONTINUOUS IMPROVEMENT


Consistency of Purpose Institute Leadership Drive out fear

Adopt new philosphy

On the job training

Break down barriers

Build quality from the start

Continous Improvement

Transformation everyone's job

UNION OF JAPANESE SCIENTIST AND ENGINEERS (JUSE)

Strong top management

Clear,long term, strategies and vission Properly Utilize the concept

RESULT OF TQM

Lower Cost Reducing Errors Reducing Rework Reducing non value added

Higher Revenue

Satisfied Customers
Increased market share

Increase sales
Improved Customer Retention

Delighted Customers

Advertise product and services


Act as good ambassador Act as a good leader

EMPOWERED EMPLOYEES

PRESENTING

Nazish Riaz

QUALITY PERFORMANCE EXCELLENCE AWARDS


Created for Worldwide Awareness
Benchmark Organizational Performance Indicating Strong & Weak Points of Organizations

1. Deming Application Prize (DAP)


By union of Japanese scientists & engineering (JUSE)

Types of DAP
Assessment model of DAP Role management Corporate values Infrastructure Use of resources & involvement Use of technical resources & adequacy

2. European Quality Awards (EQA)


By the union of Europe Emphasis on self assessment

People Management (90) Leadership (100) Policy & Strategy (80) Processes (140)

People Satisfaction (90) Customer Satisfaction (200) Impact on Society (90) Business Results (150)

Resources (90)

3. Malcolm Baldrige National Quality (MBNQA)


By US government

Categories
Core values
Customer driven Quality, Leadership, Valuing Employees, Fast response, Design & Quality Management CSR Partnership Development

PRESENTING

Ammara Faryal

Quality Planning
Quality
Three important attributes of Quality
Product Performance oriented towards Customer Satisfaction Freedom from Deficiencies Fitness for Use

Product Performance oriented towards Customer Satisfaction


Product Performance comes from
Increased customer satisfaction Making the product saleable Meeting and exceeding competitors performance Enhancing market share

Better Customer Contact


Building of Strong Brand Better Value Addition to Customer Securing Premium Prices Satisfying Customers stated, implied and latent needs

Freedom from Deficiencies


Freedom from Deficiencies can be achieved :
Reduce Error Rates & Rework Reduce Wastage & Scrap Reduce Field Failure & warranty charges Reduce Customer Dissatisfaction Reduce Inspection and Testing Shorter time to introduce new product in the market Increase Productivity Enhance Value Addition

Fitness for Use

APPLICATION FOR QUALITY


Establish Quality Policy.

Establish Quality Goals.


Immaculately create a quality plan and provide resources to carry out the quality plan.

Establish quality control to evaluate progress against quality goals and to take appropriate actions.
Provide motivation to stimulate the personnel to meet the quality goals.

PLANNING FOR QUALITY

PRESENTING

Sana Mehtab

QUALITY PLANING PROCESS


Quality Planning develops the Products And Process

required to meet the Customers Need.


Hence Quality Planning Has Three Steps To Attain the End Objective.
Identification of customers need Product development Process development

1) IDENTIFICATION OF CUSTOMERS NEED


Identify cutomer :
The categories of customers could broadly be..... Customer Consumer Investor Regulators Public Once we identified the customers, the organization can practice CRM with them.

Needs of the Customer :


Here the process involves discovering the customers need in terms of stated need and implied need.

Translation of Customers need into the units of Measurement :


In this process, company translated the customers need in
organizational language.

2) Product Development
Once the customer s need identified and interpreted in trems of technical language, the design and development function assists the team in developing the product. Every product should fulfill certain criteria like. Meet the need of cutomers. Meet the organizational need. Meet competition. Minimize the combined cost of customer and the organization.

3) Process Development
The principle focus of process development is to achieve the required product features at the least consumption of resources like men, machine and material at the least cost. Some of the features of process development are as follows... Process should be systematic. Process should be goal oriented i.e attainment of the product goals as well as quality goals. Process should be capable of achieving the end results comfortably.

Process must be acceptable and understandable by all the concerned.

Proof of Process Capability :


There are some methods to check out the process capability to know that the process is controllable. Dry runs Pilot testing Process validation

Simulation

Transfer to Operations:
When process capability is established then process is ready to tranfer for further operations.

PRESENTING

Sidra Ashfaq

QUALITY CONTROL
1
2 3

Evaluate Actual Performance Compare Actual Performance to Goals Take Corrective Action on the Deviation

Steps
Quality Control Process Choosing Control Subject Establish Measurement Establish Standards for Performance

Levels of Control

Take Action on Difference

Compare to Standard

Measure Actual Performance

Tools of Quality Control

Tools of Quality Control


Flow Diagram

Control Spreadsheet
Stages of Quality Control
Set Up Control Running Control Product Control Facilities Control

Concept of Dominance
Set Up Dominant Time Dominant Component Dominant Worker Dominant Information Dominant

Quality Control System


Understand the quality plan, the organization, its product & processes and their performance
Plan Measurement & its units Collect & Store data on Performance Analyze data against objectives and formulate recommendation Present Results Review Results & Make Decision Take Actions

PRESENTING

Marium Nasir

QUALITY IMPROVEMENT
Product Improvement Process Improvement System Improvement

BENEFITS OF QUALITY IMPROVEMENT


Structures product improvement

Business process improvement


Organizational process improvement

BASIC CONCEPTS OF QUALITY MANAGEMENT


Quality

Cost
Delivery Morale Safety

QUALITY IMPROVEMENT PROJECTS


i. Proof of the need

ii.

Projects identification

iii. Organization to guide each project iv. Organization for diagnosis v. Remedial action on the findings

vi. Break through in cultural resistance to change vii. Control at the new level

Question Answer Session


THANK YOU

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