Total Quality Management

D. Ali Jibreen
Presented By: Zein
AlAbbadi
 Quality Management

What is quality:
Some definitions that have gained wide acceptance in various
organizations: Quality is customer satisfaction, Quality is
Fitness for Use.
The American National Standards Institute (ANSI) and the
American Society for Quality (ASQ) define quality as The totality
of features and characteristics of a product or service that bears
on its ability to satisfy given needs.

A philosophy that involves everyone in an organization in a

continual effort to improve quality and achieve customer
satisfaction.

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 Garvins dimensions of quality

- Transcendent approach: Quality is something that is intuitively

understood but nearly impossible to communicate, such as beauty or
love.
- Product-based approach: Quality is found in the components
and attributes of a product.
- User-based approach: If the customer is satisfied, the product
has good quality.
- Manufacturing-based: If the product conforms to design
specifications, it has good quality.
- Value-based: If the product is perceived as providing good value
for the price, it has good quality.

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 Service Quality

Tangibles
Convenience
Reliability
Responsiveness
Time
Assurance
Courtesy

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 History of total quality management:

The first period, referred to the Operator Quality Control Period.

The second period, referred to the Foreman Quality Control Period.
The third period referred to the Inspection Quality Control Period.
The fourth period, referred to the Total Quality Control Period.
Finally, the fifth period where quality has become the business of
everyone within the organization. referred to the Total Quality
Control Organization wide Phase has been renamed in the 1980s as
the Total Quality System Period.

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 Stages of the historical development of quality concept:

The three spheres of quality are quality inspections, quality control,

quality assurance :
Inspection: This phase related to measurement, testing and
examining all product components and determine the extent of its
matching with the specifications and identify mistakes and try to
correct it .
The quality control process is based on the scientific method,
which includes the phases of analysis, relation, and generalization.
Measures are taken to make sure defects in products are not part of
the final output, and that the output meets quality and acceptable
product standards.

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 Stages of the historical development of quality concept:

Quality assurance refers to activities associated with

guaranteeing the quality of a product or service. Often, these
activities are design-related. Managers in many countries designed
policies and reforms to assure and improve product quality. Entails
overlooking all aspects, including design, development, services,
installation and documentation.
The quality movement is the field that ensures that management
maintains the standards set and continually improve the quality of
the output

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 Quality Assurance vs. Strategic Approach

Quality Assurance:
Emphasis on finding and correcting defects before
reaching market.
Strategic Approach:

Proactive, focusing on preventing mistakes from

occurring.
Greater emphasis on customer satisfaction.

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 Costs of Quality

Appraisal Costs:
Product and/or service inspection costs.
EX: Time and effort spent for course evaluations.
Prevention Costs:
Quality training, planning, customer assessment, process
control, and quality improvement costs to prevent defects
from occurring.
EX: Instructor training for better course presentation.

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 Costs of Quality

Failure Costs - costs incurred by defective parts/products or

faulty services.
Internal Failure Costs
Costs incurred to fix problems that are detected before
the product/service is delivered to the customer.
External Failure Costs
All costs incurred to fix problems that are detected
after the product/service is delivered to the customer.

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 Total Quality Management

What is TQM:
A comprehensive, organization-wide effort to improve the
quality of products and services, applicable to all organizations.
A philosophy that involves everyone in an organization in a
continual effort to improve quality and achieve customer
satisfaction.

Continuous improving
Involvement of everyone
Customer satisfaction

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 Eight dimensions of quality:

Garvin lists the following:

Performance: main characteristics of the product/service
Features: extra characteristics
Reliability: consistency of performance
Conformance: how well product/service conforms to customers
expectations.
Durability: useful life of the product/service
Serviceability: handling of customer complaints or checking on
customer satisfaction
Aesthetics: appearance, feel, smell, taste
Perceived quality: handling of customer complaints or checking
on customer satisfaction
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 Quality levels

At organizational level:
TQM for top management: Strategic Quality Management
(SQM), Competitive Advantage, quality system.

At process level:
quality management, quality assurance.

At the individual job level:

quality control.

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 Total Quality Management as a philosophy or group of guidelines:

TQM considered as either a philosophy or group of guidelines that

provides the basis of a continuously advancing organization. The
TQM strategic plan captures the vision and values defined in the
companys philosophy then transforms these into long run goals.
It combines basic management methods, current improvement
initiatives and technical tools in a well-organized solution. The TQM
philosophy guarantees the general principle that fosters continuous
improvement in any organization.
This philosophy of management is customer-focused. TQM is
responsible for all modification processes throughout the
organization in order to achieve higher fulfillment of customers
needs in the most cost-effective way

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