Total Quality Management

Total Quality Management

“Quality is everyone’s responsibility”

                                                                        -Edward Deming

Introduction

•        In today’s world due to insufficient quality or indifference to quality lead to disputes, which imposes serious drain on the financial resources of a company and limits profit potential. 
•       To be competitive in today’s market, it is essential for construction companies to provide more consistent quality and value to their owners/customers.
•        It is high time to develop better and more direct relationships with our owners/customers, to initiate more teamwork at the job site, and to produce better quality work.
•    

What is Quality ?

• The standard of something as measured against other things of a similar kind; the degree of excellence of something.
  Quality can be quantified as: Q = P/E
  Where: Q = Quality P = Performance E = Expectations
  Dimensions of Quality
  
  
  The Dimensions of Manufacturing Organisations is divided into 8 dimensions which are as follows:

What is Total Quality Management

TQM is a management philosophy, a paradigm, a continuous improvement approach to doing business through a new management model.

Total quality management consists of organization-wide efforts to install and make permanent a climate in which an organization continuously improves its ability to deliver high-quality products and services to customers. 

                                                                                                                                    Wikipedia

Defining Quality – 5 Ways

      Conformance to specifications

o   Does product/service meet targets and tolerances defined by designers?

      Fitness for use

o   Evaluates performance for intended use

      Value for price paid

o   Evaluation of usefulness vs. price paid

      Support services

o   Quality of support after sale

      Psychological

o   e.g. Ambiance, prestige, friendly staff

The Evolution of TQM

      Early 20th century – Quality meant inspection. Reactive in nature 

      1980s – Quality began to have strategicn meaning. Proactive in nature 

      Successful companies understand that qualityn provides a competitive advantage

       Put customer first, and define quality asn meeting or exceeding customers expectation

       Quality excellence has become a standard forn doing business

Principles of TQM

1.       Customer satisfaction- customer satisfaction is the measure of quality
2.       Continious improvement- It is essential to continuously improve the quality of products and services that we provide to our customers.
3.       Respect for people- Appropriate respect should be given to the people.
4.  Managing with information and analysis- Analysis of the processes is the key to quality improvement.

      Management Commitment

1. Plan (drive, direct)

2. Do (deploy, support, participate)

3. Check (review)

4. Act (recognize, communicate, revise)

      Employee Empowerment

1. Training

2. Suggestion scheme

3. Measurement and recognition

4. Excellence teams          

      Fact Based Decision Making

1. SPC (statistical process control)

2. DOE, FMEA

3. The 7 statistical tools

4. TOPS (Ford 8D – team-oriented problem solving)

      Continuous Improvement

1. Systematic measurement and focus on CONQ

2. Excellence teams

3. Cross-functional process management

4. Attain, maintain, improve standards

      Customer Focus

1. Supplier partnership

2. Service relationship with internal customers

3. Never compromise quality

4. Customer driven standards

FIVE IMPORTANT FACTORS IN TOTAL QUALITY MANAGEMENT

There are five major steps to TQM, and each are essential to successful implementation.

v COMMITMENT AND UNDERSTANDING FROM EMPLOYEES

v QUALITY IMPROVEMENT CULTURE

v CONTINUOUS IMPROVEMENT IN PROCESS

v FOCUS ON CUSTOMER REQUIREMENTS

v EFFECTIVE CONTROL

 

Characteristics of Successful TQM Companies

The characteristics that are common to companies that successfully implement TQM in their daily operations are as follows:

    Strive for owner/customer satisfaction and employee satisfaction  Strive for accident-free jobsites

    Recognize the need for measurement and fact-based decision making

    Arrange for employees to become involved in helping the company improve  Train extensively

    Work hard at improving communication inside and outside the company§  Use teams of employees to improve processes

    Place a strong emphasis on the right kind of leadership.

    Involve subcontractors and suppliers in continuous improvement.

    Strive for continuous improvement

Steps in implementing TQM

   Obtain CEO Commitmen

   Educate Upper-Level Management

   Create Steering Committee

   Outline the Vision Statement, Mission Statement, & Guiding Principles

   Prepare a Flow Diagram of Company Processes

   Focus on the Owner/Customer (External) & Survey

   Consider the Employee as an Internal Owner/customer

   Provide a Quality Training Program

   Establish Quality Improvement Teams

   Implement Process Improvements

   Use the Tools of TQM

   Know the Benefits of TQM

The benefits of total quality management

There are a number of tools available to assist in a TQM effort, such as:

v  Bench marking

v  Failure analysis

v  Plan-do-check-act (PCDA) cycle

v  Process management

v  Product design control

v  Statistical process control

The advantages of total quality management (TQM) include:

1. Emphasising the needs of the market:

TQM helps in highlighting the needs of the market. Its application is universal and helps the organisation to identify and meet the needs the market in a better way.

2. Assures better quality performance in every sphere of activity:

TQM stresses on bringing attitudinal changes and improvements in the performance of employees by promoting proper work culture and effective team work.

 3. Helps in checking non-productive activities and waste:

Under TQM, quality improvement teams are constituted to reduce waste and inefficiency of every king by introducing systematic approach.

4. Helpful in meeting the competition:

TQM techniques are greatly helpful in understanding the competition and also developing an effective combating strategy.It provides an opportunity to the organisation to meet the competition by resorting to the techniques of TQM.

5. It helps in developing an adequate system of communication:

TQM techniques bind together members of various related sections, departments and levels of management for effective communication and interaction.

6. Continuous review of progress:

TQM helps to review the process needed to develop the strategy of never ending improvement. Quality improvement efforts have to be undertaken continuously to meet the dynamic challenges.

1.