Total Quality Management - TQM

Total quality management (TQM)

vishal pachauri

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Total Quality Management - TQM

Total Quality Management

. TQM

may be defined as corporate strategy whose aim is to ensure that customers requirement are satisfied and which concentrates all efforts firmly on the needs of the internal and external customers..

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Total Quality Management - TQM

Total Quality Management

Doing things right..

.FIRST time.
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Internetix (2005)

Total Quality Management - TQM

Elements of TQM
Leadership
Top management vision, planning and support.

Employee involvement
All employees assume responsibility for the quality of their work.

Product/Process Excellence
Involves the process for continuous improvement.

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Total Quality Management - TQM

Elements of TQM
Continuous Improvement
A concept that recognizes that quality improvement is a journey with no end and that there is a need for continually looking for new approaches for improving quality.

Customer Focus on Fitness for Use

Design quality
Specific characteristics of a product that determine its value in the marketplace.

Conformance quality
The degree to which a product meets its design specifications.

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Total Quality Management - TQM

TQM & organizational Cultural Change

Traditional Approach Lack of communication TQM

Open communications
Empowerment Prevention

Control of staff
Inspection & fire fighting Internal focus on rule

External focus on customer

Continuous improvement Co-operative relations

Stability seeking
Adversarial relations Allocating blame
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Solving problems at their roots

Total Quality Management - TQM

Perceived quality is governed by the gap between customers expectations and their perceptions of the product or service

Customers expectations for the product or service

Customers expectations of the product or service

Gap Customers perceptions of the product or service

Gap Customers perceptions of the product or service Customers expectations for the product or service

Expectations > perceptions

Expectations = perceptions

Expectations < perceptions

Perceived quality is poor

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Perceived quality is good

Source: Slack et al. 2004

Customers perceptions of the product or service

Total Quality Management - TQM

Additional views of Quality in Services

Technical Quality versus Functional Quality
Technical quality the core element of the good or service.

Functional quality customer perception of how the good functions or the service is delivered.

Expectations and Perceptions

Customers prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service.
Satisfaction = (Perception of Performance) (Expectation)

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Total Quality Management - TQM

Previous Experience Word of mouth communications Image of product or service

A Gap model of Quality

Customers expectations concerning a product or service Customers own specification of quality Gap 1

Customers perceptions concerning the product or service Gap 4

The actual product or service

Managements concept of the product or service Gap 2

organizations specification of quality

Gap 3

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Source: Parasuraman, Zeithman and Berry. 1985

Total Quality Management - TQM

PRINCIPLES OF TQM
LEADERSHIP CUSTOMER FOCUS INVOLVEMENT OF PEOPLE/EMPLOYEES PROCESS APPROACH FACTUAL APPROACH SYSTEM APPROACH

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Total Quality Management - TQM

Implementing TQM
Successful Implementation of TQM
Requires total integration of TQM into day-to-day operations.

Causes of TQM Implementation Failures

Lack of focus on strategic planning and core competencies. Obsolete, outdated organizational cultures.

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Total Quality Management - TQM

Obstacles to Implementing TQM

Lack of a company-wide definition of quality.. Lack of a customer focus. Poor inter-organizational communication. Lack of real employee empowerment. Lack of employee trust in senior management. Drive for short-term financial results.

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Total Quality Management - TQM

Some criticisms of TQM

1. 2. 3. 4. Blind pursuit of TQM programs Programs may not be linked to strategies Quality-related decisions may not be tied to market performance Failure to carefully plan a program

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Total Quality Management - TQM

Plzzz dnt ask any question.

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Total Quality Management - TQM

THANKYOU
FOR SLEEPING DURING PRESENTATION
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