WHAT IS TQM?

Theory and Practice

Dennis S. Tachiki
Tamagawa University
Tokyo, Japan
tachiki@bus.tamagawa.ac.jp

Presentation prepared for the Management Studies Department

Jahangirnagar University
4 March 2013

PRESENTATION
OUTLINE
Primary Goal
Core Principles
Common Language

PRIMARY GOAL
Total Quality Management is a
structured system for delighting
customers through the elimination
of waste in organizational
resources.

Productivity Equation

Working Smarter, Not Harder

P =

E
TQM
Story

P = Productivity, V = Volume, L = Labor, E = Error

Delighting the Customer

Attractive Quality

Sufficiency
Insufficiency
Dissatisfaction

Expected
Quality

Ordinary
Quality

Physical Sufficiency

Satisfaction

Attractive
Quality

Professor Kano, Tokyo University of Science

PRINCIPLES
Concept

Kaizen

Continuous
Improvement
Plan

Method

PDCA Cycle

Actio
n

Do
Chec
k

Tools

Statistical Way
of Thinking

7 QC Tools
7 New QC Tools
6

PDCA Cycle
Take
corrective
action to
close any
performance
gaps.

Deming Wheel

ACTION

PLAN

Check (audit)
results of
implementation
.

CHECK

DO

Decide
objectives and
targets. Then
decide the
method for
attaining
objectives.

Carry out
education and
training.
Implement
plan.

Statistical Way of Thinking

Basic
1. Training to:

Intermediate

Advanced

1. Survey sampling
1. Advanced
(a) Understand
experimen
2.
Statistical
sampling
kaizen
tal design
3.
Statistical
(b) Use the PDCA
2. Multivariate
Cycle
estimates &
analysis
2. 7 Tools and
testing methods
7 New
3. Operation
4. Sensory tests
Tools
research
5. Experimental
design

Kaizen

Continuous Improvement

KAIZEN

ACTION PLAN


CHECK
DO

COMMON LANGUAGE
Everyone performing a different
role but speaking the same
language of quality

Quality First, Next Step is Our Customer,

Speak with Facts, Control at the Source,
Prioritize, Give Importance to Process ,
Prevent Recurrence, Respect Humanity

Quality First

Customer-In Before Product-Out

Two Approaches

QCD Function
Q = Quality

Product Out

C = Cost
D = Delivery Time

Customer In

What are your

customers
needs?

Prioritize

Vital Few and Trivial Many

PARETO
DIAGRAM
List customer
QCD needs.
Avoid putting
out fires, and
focus on the
vital few.
Ignore the
trivial many.

90%
75%

100%

The Next Step is My Customer

Your customer is
the next process
in producing a
good or service.
Thus they are not
just the endusers

Throughput
Process
(Work Unit = each step
in the process)

Outputs

(Consumer)

Internal Customers

Link External Needs with

Internal Processes
Inputs
Who Is Your
Supplier)
Customer?

Give Importance to the Process

Examine Root Causes, Not Outcomes
Process Focus
Flow Chart
Dept.
1
Step
1
Step
2
Step
3
Step
4

Dept.
2

Dept.
3

process

Yes

No

decision

transport
storage

Product Focus

Snowball Effect
If every department
achieves a 99.7%
level of quality, this
translate into a
98.5% level of
quality after five
steps in the
process!

Control at the Source

Prevent Rather Than Inspect

Root
Cause
Level 5: Zero Defects

Stages in Quality
Assurance

Level 4: Defects identified during process

Level 3: Defects reduced by not eliminated
Level 2: Defects identified at final inspection
Level 1: Defective products produced

Final
Inspection

Error Rate

Speak with Facts

Manage by Facts, Not by Guts

Guts

Seven
QC Tools

7 New
QC Tools

Facts

Methods

Verbal
Data

Methods

Numerical
Data

QC Tools & 7 New Tools

7 Tools
DATA COLLECTION
Graph
Histogram
Check Sheet
Control Chart
DATA ANALYSIS
Cause-Effect Diagram
Pareto Diagram
Scatter Diagram

7 New Tools
Tree Diagram
Affinity Diagram
Matrix Data Analysis
Relationship Diagram
Two-way Matrix
Arrow Diagram
PDPC (process decision
program chart)

17

Prevent Recurrence

Anticipate Rather Than

React to Non-routine Events
Control Chart
Standard
Upper
Limit

Training &
Education

Lower
Limit
Upper
Limit

Monitor

Lower
Limit

Respect Humanity
People-building Goals
Balance bottom-line goals with peoplebuilding goals.
PBG = improving the health, skills, and
welfare of workers

Technology
(Corporate social
responsibility)

Kansei
Designing goods improving peoples
lifestyle
Special attention to the five senses
(hearing, taste, smell, touch, sight)

Environmental Management
Designing products from idea to market
to disposal
Balancing profitability with environmental
protection

Language of Quality
Non-TQM
Orientation

TQM
Orientation

Product-Out

Customer-In

Not-Invented Here

External-Internal

Product

Process

Inspect

Prevent

Guts

Facts

Trivial Many

Vital Few

React

Anticipate

Stockholder

Stakeholder

Work Improvement Plan

METHODOLOGY

21

Identification of Issues
Vital

Few and Trivial Many

22

Project Description
Service Area: Improvement of School Attendance
KAIZEN Theme: Increase schools with clean toilets
from 40% to 60% at Katakhali Union of Pathargata
Upazila
Current Situation (Sep. 2012)
Pupils are uncomfortable and
unsafe because of the unclean
and Unhygienic toilets

Desired Situation (Feb. 2012)

Pupils are comfortable and safe
with clean toilets and willing to
attend schools

KPI: number of schools with

clean toilets 40%=32/80 schools

KPI :number of schools with

clean toilets 60%=48/80 schools

KPI Data Collection : Weekly monitoring at schools

KPI Data Source:
Own Record, Departmental Record, Both
23

Project Description
Current Situation
Latrines Not Clean

Lack of Cleaning
Materials

24

Identification of Causes of the

Selected Problem
Method

Lack of hygienic
orientation &
Education
No sources for
sufficient
water
Insufficient
light & bad
ventilation

Materials &
Environment

Absence of
motivational
activities

Insufficient
Contingency fund
Lack of
initiatives by
SMC &
Schools

Poor Supervision
& Monitoring

No supply of
Washing tools/
materials

Teachers are
busy with
other works

Lack of work
distribution
among teachers

Shortage of
manpower
Staff not interested
& ready for such
task

Manpower

Unhygienic Toilets
discourage regular
attendance

Lack of
knowledge of
usage

Management

25

Root Causes and

Countermeasures
Root Cause-1:
Teacher and
student are not
motivated.

Actions Taken:
1.1 Motivational meeting with SMC.
1.2 Motivational session with student .
1.3 Prepare some instruction.
1.4 Wall painting.

Root Cause-2:
Lack of planning .

Actions Taken:
2.1 Need based survey .
2.2 Formation of a student brigade
2.3 Preparing Cleaning Schedule

Root Cause-3:
Inefficient
monitoring

Actions Taken:
3.1 Formation of a group team for monitoring.
3.2 Formatting a cheek list for monitoring .

3.3 Feedback regularly.

26

Implementation Schedule
GANTT Chart
Week

Sep.

Actions

Person in
charge

1.1Motivational meeting with

SMC

Bishwalit,
UEO

1.2 Motivational session with

students

Khadem,
AUEO

1.3 Prepare some

instructions
1.4 Wall painting
2.1 Need based survey

Oct.

Nov.

Dec.

Jan.

Feb.

1,2 3,4 1,2 3,4 1,2 3,4 1,2 3,4 1,2 3,4 1,2 3,4

Ahsanullah,
HT
Khadem,
AUEO
Marzina, HT

2,2 Formation of a student

brigade

Bishwalit,
UEO

2.3 Preparre cleaning schedule

Shahadal,
SMC

27

Baseline survey
SL.N
o

Noumber of students
School name
Boys

Girls

Total

Total
Teacher

No. of latreen

Tube
well

Activ
e

Deactiv
e

Activ
e

Deact
ive

Classroo
m

Problem about
sanitation

Gobindosree Govt. primary

school

184

186

370

Ali Amzad govt primary

school

167

544

711

13

11

Borkapon Govt. primary

school

151

140

291

Tilabari Govt. primary

school

168

175

343

Bazar model Govt. primary

school

312

294

606

11

11

Soiarpur Govt. primary

school

229

217

446

no water supply

Nowagoan Govt. primary

school

149

180

329

no water supply

Hafiza khatun Govt primary

school

100

111

211

Shahid zia Govt. primary

school

208

219

427

10

10

Srinath Govt. primary school

163

135

298

11

Hazi nasib ullah Govt.

primary school

154

144

298

12

Sisu Govt primary school

316

311

627

11

2301

2656

4957

84

39

11

82

Total

no water supply

Before-After Kaizen
Latrines Not Clean
BEFORE

07/14/16

AFTER

29

Before-After Kaizen
Lack of Cleaning Materials
BEFORE

07/14/16

AFTER

30

Way Forward
Latrine Cleanliness
Improvement in all
Pathargata Upazila
schools.

Conduct Cluster-wise
Schools Survey
Condition of Latrine, tube-wells,
activities of Cub Scouts and
teachers data.

Next WIP Action

Plan Kaizen