Total Quality Management : TQM

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Total Quality Management TQM

• Komson J.
• KMUTT komson.jir_at_kmutt.ac.th
• 01-6468861

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Total Quality Management TQM

• The 1990's The Evolution to Total Quality
  Management
• Definition of Quality Conformance to Target /
  Nominal at Economic Level
• Systems / Tools Employed Policy Deployment
  Supply Chain Management (SIPOC) Process vs.
  Product Management, Employee Involvement Teams
• Mindset Defect Free, '6 Sigma Quality' Minimum
  Expectation Commoditization Movement Begins
  Quality Tied to Business Objectives External
  Focus

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Total Quality Management TQM

• Beyond 2000 The New Paradigm the Future of
  TQM
• Definition of Quality A Given Defect-Free With
  Low Predictable Variability from the Outset
• Systems / Tools Employed All of the Tools of
  Total Quality Focused on Cost Profitability
• Mindset External Focus Process Management for
  the Improvement of High Priority, Value-Added
  Processes Which Allow for Competitiveness on the
  Basis of Cost and Price

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Total Quality Management TQM

• Total Quality Management, TQM is the principle of
  management that customer requirements are met
  exactly and every person in the organization is
  involved with the fully commitment of the top
  management.
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Total Quality Management TQM

• TQM is a philosophy of management that is driven
  by the constant attainment of customer
  satisfaction through the continuous improvement
  of all organizational processes
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  ?????????????????????
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  ????????????????????

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Total Quality Management TQM

• TQM as the continuous improvement in quality,
  productivity and effectiveness obtained by
  establishing management responsibility for
  processes as well as output. This concept is a
  chain reaction since it involves not only the
  organization staff but the suppliers and
  customers as well.
• TQM ????
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Total Quality Management TQM

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• ???????????????????????????/??????????????

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Total Quality Management TQM

• ??????????????? ??????? ??????????????????????????
  ??????????????? ??????????????????????????????????
  ?????????????????????????????????
• The Process of identifying and administering the
  activities needed to achieve the quality
  objectives of an organization.

FOR MORE INFO...

• (Juran JM ,1993)

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Total Quality Management TQM

• ??????????????????????????????????????????????????
  ?????? ??????? ??????????????????????????????????
  ???????????? ????????????????????????? (Juran JM
  ,1986)

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?????? 3 ?????????TQM

• ??????????????????????????? ??????????????????????
  ??????????????????????????????????????????????????
  ??????? (Company Wide)
• ???????????????????????????????????????
  ???????????????????????????????? (Management By
  Fact)
• ?????????????????????????????????? (Systematic)
  ???????????????????????????????????????????????

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???????????????????? TQM ?????

• ????????????????????????? ????????????????????????
  ???????? ????????????????????

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?????????????????????????????????????????????????
????????????????????????????????????? (World
Class Manufacturing) (Parading Shift)
TQM
????????????????????? (Parading Shift)
ISO 9000 Deming Award TQA
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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Product ?????????
Content of Little q Manufactured goods,
?????????

• Content of Big Q
• All product, goods,services,and Information,
• whether for sale or not
• ????????? ????????? ??? ?????????

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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Processes ??????????
Content of Little q Processes directly
related to manufacture of goods ??????????????????
???????????????????????????

• Content of Big Q
• All processes manufacturing
• support business, etc.
• ??????????? ? ??????????????????????
  (????????????????)?

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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Industries ??????????

• Content of Little q
• Manufacturing
• ???????

• Content of Big Q
• All industries, manufacturing service,
  government, etc., whether profit or not
• ??????? ????????? ????????????
  (????????????????????????)

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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Quality is viewed as ???????????
Content of Little q A technological problem ?
?????????????????

• Content of Big Q
• A business problem
• ???????????????

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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Customer ??????
Content of Little q Clients who buy the
product ??????? ????????????????

• Content of Big Q
• All who are affected, external and internal
• ??????????????????????????????????

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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Training in managing for quality
is ?????????????
Content of Little q Concentrated in the
quality department ????????????????

• Content of Big Q
• Company wide
• ??????????????? ??????????????

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???????????????????????????????
?????????????? Big Q ??? Little q
Topic Coordination is by ????????????
Content of Little q The quality
manager ???????????????????

• Content of Big Q
• A quality council of upper managers
• ???????????????

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????????????????????(Quality Spiral)
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???????????????????(The Quality Trilogy)

• ??????????????? (Quality Management QM)
• ??????? ?????????????????????????????????????????
  ??? ?????????????????????????????????????????????
  ???????????????????????
• ????? ???????????? 3 ???? ???
• ??????????????? (Quality Planning)
• ??????????????? (Quality Control)
• ????????????????? (Quality Improvement)

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???????????????????(The Quality Trilogy)
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???????????????????(The Quality Trilogy)

• ??????????????? (Quality Planning)
• ????????? (Planning) ???????
  ??????????????????????? (Goal)
  ??????????????????????????????????????????
  ???????????????????????????????????????
• ??????? Quality Planning ???????
  ??????????????????????????????????????????????????
  ?????? ??????????????????????????????????????????
  ???????????????????????????????????
  ????????????????????????????????????????????

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???????????????????(The Quality Trilogy)

• ??????????????? (Quality Control)
• ????????? (Controlling) ???????
  ????????????????????????????????????????????????
  (Monitoring) ?????????????????????????????????????
  ????????????????????????????????????
• ??????? ?????????????????????????????????????????
  ??????????????????????????????????????????
  ??????????????????????????????????????????????????
  ?????????????????????????????????????????????
  ???????????????????????????????????????

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???????????????????(The Quality Trilogy)

• ????????????????? (Quality Improvement)
• ??????????? (Improvement) ???????????????????????
  ??????????????????????????????????????????????????
  ?????? ??????????????????????? (Replanning)
  ???????????????? (Recontrol) ????????????????????
  ??????????????????????
• ??????? ????????????????? ?????????????????????
  ????????? ????????????????????????????
  ???????????????????????????????
  ????????????????????????????????????????????????
  ????????????????????????????????????????????

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(No Transcript)
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Example Procter Gamble (1989)

• "The Unyielding and Continually Improving Effort
  By Everyone in an Organization to Understand,
  Meet, and Exceed the Expectations of Customers"
• Core Principles
• Understanding and fulfilling the needs of
  customers is the best and only lasting means to
  business success.
• Leadership of Total Quality is the responsibility
  of top management of any organization or
  enterprise.
• data based statistical reasoning is the basis for
  problem-solving, continual improvement, and
  decision-making.

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Example Procter Gamble (1989)

• Core Principles (continued)
• Focus by all functions at all levels is on the
  continual improvement of business "processes" to
  achieve overall corporate goals, from the
  top-down.
• Problem-solving and process improvement are
  realized principally through empowered
  multi-functional teams and natural work groups.
• Continual learning, training, and application of
  Total Quality principles and techniques is the
  never-ending responsibility of everyone in an
  organization.
• Forge relationships with suppliers and
  distributors to deliver Excitement, Expected, and
  Must Requirements

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?????????????? TQM

• ???????????????????????????
• ????????????????????????????????????
• ???????????????????? ????????????????????? ?????
  ????????????????????

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???????????????????????

• ???????????? ?
• ??????????????????????????????????????
  ?????? ???????????? ?
• ????????????????????????????????????
  ???????????????

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??????????????????? TQM

• ???????????????? Customer Focus
• ???????????????????? Obsession with Quality
• ????????????????????????? Scientific Approach
• ?????????????????? Long-Term Commitment
• ????????????????? Teamwork

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??????????????????? TQM

• ?????????????????????????? Continual Improvement
  of System
• ????????????????????? Education and Training
• ???????????????????????? Unity of Purpose
• ????????????????????????????????????????? Employs
  Involvement and Empowerment

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TQM ???????????????? Customer Focus
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???????????????? Customer Focus

• ?????? (Customers) ??? ?????????????????????????
  ?????????????????????????
• ?????????????????????????????????????????
  ?????????????????????????????????? ??????
• ???????????? (External Customer)
• ??????????? (Internal Customer)

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???????????????? Customer Focus

• ???????????? (External Customer)
• ?????????????????????????????????????????????????
  ????????????????? ?????? ??????? ??????
  ????????
• ??????????? (Internal Customer)
• ?????????????????????????????????????????????????
  ??????????????????? ?????? ???????????????
  (????????????????????????????????????????)
  ????????????????? (????????????????????)

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???????????????????
??????????????????????? (CEO)
???????????????
????????????? (?????????????)
?????
????????????
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??????????????????????

• ???????????
• ????????????????????????????????? (Want ????
  Requirement) ??????????????????????????????????
  (Necessary and Sufficient Condition)
  ??????????????

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TQM
Quality Assurance QA
Customer Satisfaction
Requirement / Want
Loss
Expectation
Needs
Lack
Internal Customer
External Customer
- Safety , Secure ( S ) - Quality
Characteristics( Q ) - Morale ( M ) -
Cost ( C ) - Labor Productivity ( P ) -
Schedule / Delivery ( D )
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Quality Function Deployment (QFD)

• ?????????????????????? ???????????????????????????
  Increased customer satisfaction
• ??????????????????????? Improved quality
• ????????????????????????????????? Decreased
  design and manufacturing costs
• ??????????????? Reduction in design changes
• ???????????????????? Reduced time to market

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Quality Function Deployment (QFD)
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Quality Function Deployment (QFD)