Total Quality Management

1
Total Quality Management

• What does it mean?
• What does it entail?
• Is it just a nice slogan that is unattainable in
  reality?
• Or is it a customer expectation that must
  be met to survive?

2
Total Quality

• Everyone in the organization is responsible for
  quality all the time.
• Quality means satisfying the customers needs and
  expectations.
• Organizational success depends on giving
  customers what they what.

3
Total Quality

• Customers include both external
  customers and
  co-workers.
• To satisfy external customers,
  internal customers must be
  satisfied.

4
Total Quality

• To maximize quality, employees must
• be empowered to identify
• and implement necessary
• improvements
• in how they work.

5
Total Quality

• A key role of managers and supervisors in a
  Total Quality effort is to support the people
  they supervise in their efforts to boost quality.

6
Total Quality

• A Total Quality effort
• is a continual,
• unending process.

7
Total Quality Defined

• Total Quality is a way of working in which all
  work processes within the organization provide
  quality output to the next person or function
  within the chain.

8
Total Quality Defined

• TQ involves treating internal users as
  customers.
• TQ is a way of working in which
  everyone strives to improve the quality
  and productivity of
  output to the user
  or customer.

9
Total Quality Defined

• TQ requires mechanisms for measuring these
  outputs and for ensuring that this striving to
  improve quality is a continual process.

10
Total Quality Defined

• Total Quality is a philosophy of how work
  should be done.