Total Quality Management

1
Total Quality Management

• Introduction to TQM
• By
• Abdulla Jassim Abdulla

2
Basics of TQM

• Involvement and Empowerment
• Teamwork
• Scientific Tools
• Commitment
• Training and Education
• Customer focus

3
Joiner Triangle

• Summary of the basics of TQM

CONTINUOUS IMPROVEMENT
CUSTOMER FOCUS
SCIENTIFIC APPROACH
TEAMWORK
4
Customer Focus

• Survival of any organization is dependent on
  customers.
• Customer Satisfaction.
• External Customers
• Internal Customers

5
Continuous Improvement

• Requirement for competitiveness.
• Focus on process structure rather than results.

Structure
Process
Outcome
Strategy Design
Support Stimulate
Carrot Stick
6
Teamwork

• Utilizing everyones knowledge
• Shift away from Internal competition.
• Involve suppliers as well as customers.
• Old theories F.W. Taylor

7
Scientific Approach

• 7 basic tools of quality.
• Statistical Tools.
• Analytical approach.
• Improvement Methodology (FOCUS)
• Change Methodology (PDSA)

8
Methodology

• F find a process to improve
• O organize an improvement effort.
• C clarify the current process.
• U Understand process variation
• S select improvement strategies

• P Plan the change
• D Do or implement the change
• C check the results
• A act upon the data to reinforce or
  modify the change

9
What is Quality?

• Definitions
• Qualitative
• Quantitative

10
Why is Quality important?

• Physical Outcomes
• Service outcomes
• Cost outcomes