23-Total Quality Management

23-Total Quality Management - Total Quality Management TQM...

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Hesham A. Aziz 1 Total Quality Management TQM Dr. Hesham A. Aziz
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Total Quality Management Total Quality Management TQM TQM - TQM is an enhancement to the traditional way of doing business. - TQM is involve in designing a system that integrate production process ( Quality management ) and the whole organization (all employees) - Everyone in the organization is responsibility for the quality. - People come to work not only to do their jobs, but also to think about how to improve their jobs. ( required cultural change) Total = Made up of the whole Quality = Degree of excellence a product or service provides. Management = Act, art, or manner of handling, controlling, directing, etc.
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Hesham A. Aziz 3 Concept of TQM Integrating the separate components Managing People Systems TQM Suppliers Customers Strategy Leadership Commitment Organizational structure Provision of resources Attitudes Behavior Involvement Empowerment ISO 9000 The relationship between TQM and ISO 9000
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Hesham A. Aziz 4 TQM Customers Employees Processes External/Internal Requirements Communication Involvement Development Correction Prevention Permanence TQM implementation strategy
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Hesham A. Aziz 5 Performance ( Individual X Organization ) = Intrinsic factors Aptitudes Attitudes Knowledge Skill Physical Temperament Motivation Etc. Extrinsic factors Organizational policies Systems Culture Resources available Structure Processes Leadership style of boss Situational factors. Etc X f Performance as a function of a combination of variables
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Hesham A. Aziz 6 CULTURAL CHANGE From To Grapevine and secrecy Open communications Control of staff Empowerment Prevention Internal focus on rules External focus on customer Cost and schedule Quality of conformance Stability seeking Continuous change and improvement Adversarial relations Co-operative relations Allocating blame Solving problems at their roots
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Hesham A. Aziz 7 CUSTOMER THE PROCESS People Equipment Materials Methods Environment OUTPUT INFORMATION ABOUT PERFORMANCE ACTION ON THE PROCESS I d e n t i f c a o p l F u r s g P y / v w S Warranty , reliability Complaints, dissatisfaction
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Hesham A. Aziz 8 Comparison between old and new culture with typical Quality elements Quality Element Quality management Total Quality Management (TQM) Definition Product – oriented Customer – oriented priorities Second to service and cost First among equals of service and cost Decisions Short-term Long-term Emphasis Detection Prevention Errors Operations System Responsibility Quality control Everyone Problem Solving Managers Teams Procurement Price Life-cycle costs, partnership Manager’s Role Plan, assign, control, and enforce Delegate, coach, facilitate, and monitor
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Hesham A. Aziz
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23-Total Quality Management - Total Quality Management TQM...

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