Page 41 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes Total Quality Management is a management approach aimed at satisfying all customer
requirements, needs and expectations using a Continuous Improvement approach.

Figure 3.1: TQM Framework

Benchmar king

Information Technology

Quality Management Systems
Shewhart

Environmental Management System
Deming

Quality function Deployment
Juran

Quality by Design
Figenbaum

Failure Mode & Effect Analysis
Ishikawa

Products & Service Liability
Crosby

Taguchi Total Productive Maintenance

Management Tools

Statistical Proce ss Control
Tools and
Gurus Experimental Design
Taguchi’s Quality Engineering

Techniques
Principles Product or
and Service Customer
Realization
Practices

Approach:

Continuous Process Improvement

People and Relationships:
Measure:

Performance Measure
Leadership
Customer Satisfaction

Employee Involvement

Supplier Partnership

The TQM principles can be grouped into the following practical and common sense concepts:
Customer focus (internal and external customers).
Leadership (management role changes to active leadership).
Teamwork (multi-disciplinary teams, including involvement of customers and suppliers).
Continuous improvement of processes.
Measurement (the improvement process is based on quantitative and qualitative metrics).
Benchmarking (as a driver to improvement in a competitive environment).
Leadership
Concept: management should demonstrate leadership by:
Recognizing IQ as a strategic issue.
Allocating the appropriate resources to IQ improvement – capital, management attention,
vision and priorities.
Setting an example as the first to require, use or provide better quality information. This
role is the responsibility of all management levels, from the company president down to
team leaders.
Customer Focus
The modern quality paradigms emphasise the importance of customer satisfaction as a driver to
the improvement process. IQ improvement efforts should focus on the identification of users,
specification of their true IQ needs, and fulfilment of these requirements.
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