Note for Total Quality Management - TQM By ANNA SUPERKINGS

Topics ( 3 )

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SCAD ENGINEERING COLLEGE TOTAL QUALITY MANAGEMENT Mechanical Engineering

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GE6757 TOTAL QUALITY MANAGEMENT UNIT I INTRODUCTION Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of manufacturing and service quality - Basic concepts of TQM - Definition of TQM – TQM Framework - Contributions of Deming, Juran and Crosby – Barriers to TQM. UNIT II TQM PRINCIPLES Leadership – Strategic quality planning, Quality statements - Customer focus – Customer orientation, Customer satisfaction, Customer complaints, Customer retention - Employee involvement – Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement – PDSA cycle, 5s, Kaizen Supplier partnership – Partnering, Supplier selection, Supplier Rating. UNIT III TQM TOOLS & TECHNIQUES I The seven traditional tools of quality – New management tools – Six-sigma: Concepts, methodology, applications to manufacturing, service sector including IT – Bench marking – Reason to bench mark, Bench marking process – FMEA – Stages, Types. UNIT IV TQM TOOLS & TECHNIQUES II Quality circles – Quality Function Deployment (QFD) – Taguchi quality loss function – TPM – Concepts, improvement needs – Cost of Quality – Performance measures. UNIT V QUALITY SYSTEMS Need for ISO 9000- ISO 9000-2000 Quality System – Elements, Documentation, Quality auditing- QS 9000 – ISO 14000 – Concepts, Requirements and Benefits – Case studies of TQM implementation in manufacturing and service sectors including IT. TEXT BOOK: 1. Dale H.Besterfiled, et at., “Total Quality Management”, Pearson Education Asia, Third Edition, Indian Reprint (2006 REFERENCES: 1. James R. Evans and William M. Lindsay, “The Management and Control of Quality”, 6th Edition, South-Western (Thomson Learning), 2005. 2. Oakland, J.S. “TQM – Text with Cases”, Butterworth – Heinemann Ltd., Oxford, 3rd Edition, 2003. 3. Suganthi,L and Anand Samuel, “Total Quality Management”, Prentice Hall (India) Pvt. Ltd.,2006. 4. Janakiraman,B and Gopal, R.K, “Total Quality Management – Text and Cases”, Prentice Hall (India) Pvt. Ltd., 2006.

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UNIT I – INTRODUCTION TQM is defined as both philosophy and a set of guiding principles that represent the foundation of continuously improving organisation. It is the application of quantitative methods and human resources to improve all the process within the organisation and exceed customer needs now and in the future. Definition of quality Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. TQM is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. TQM is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. TQM is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. One of the important issues that business has focused on in the last two decades is ―quality. The other issues are cost and delivery. Quality has been widely considered as a key element for success in business in the present competitive market. Quality refers to meeting the needs and expectations of customers. It is important to understand that quality is about more than a product simply working properly. Quality refers to certain standards and the ways and means by which those standards are achieved, maintained and improved. Quality is not just confined to products and services. It is a homogeneous element of any aspect of doing things with high degree of perfection. For example Business success depends on the quality decision making. EVOLUTION OF QUALITY Time Until 1960s Events Prior to the 20th century Quality is an art Demands overcome potential production An era of workmanship The scientific approach to management resulting in rationalization of work and its break down leads to greater need for standardization, inspection and supervision Statistical beginnings and study of quality control. In parallel, studies by R A Fisher on experimental design; the beginning of control charts at western Electric in USA F.Taylor 1900s Shewart 1930s

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Late 1930s 1942 1944 1945 1946 1950 1951 1954 1957 After 1960s 1961 1962 Quality standards and approaches are introduced in France and Japan. Beginning of SQC, reliability and maintenance engineering Seminal work by Deming at the ministry of war in USA on quality control and sampling Working group setup by Juran and Dodge on SQC in US army Concepts of acceptance sampling devised Daodge and Deming carried out seminal research on acceptance sampling Founding of the Japan standard association Founding of the ASQC Visit of Deming in Japan at the invitation of K Ishikawa Quality assurance increasingly accepted TQC in Japan ; Book published 1956 Founding of European organization for the control of quality The Martin Co in USA introduces the zero defects approach while developing and producing Pershing Missiles. Quality motivation is starting in the US and integrated programmes begun Quality circles are started in Japan Define Quality . . Predictable degree of uniformity and dependability at low cost and suited to the market -Deming . Fitness for use-Juran . Conformance to requirements - Crosby . Minimum loss imparted by a product to society from the time the product is shipped - Taguchi . A way of managing tile organization -Feigenbaum . Correcting and preventing loss, not living with loss - Hosffin . . The totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs – ISO QUANITIFICATION OF QUALITY Q= P / E P = Performance E = Expectations Q = Quality