Total Quality Management Introduction to TQM By Abdulla

Total Quality Management Introduction to TQM By Abdulla Jassim Abdulla

Basics of TQM t. Involvement and Empowerment t. Teamwork t. Scientific Tools t. Commitment t. Training and Education t. Customer focus

Joiner Triangle t Summary of the basics of TQM CONTINUOUS IMPROVEMENT CUSTOMER FOCUS SCIENTIFIC APPROACH TEAMWORK

Customer Focus t. Survival of any organization is dependent on customers. t. Customer Satisfaction. t. External Customers: t. Internal Customers:

Continuous Improvement t. Requirement for competitiveness. t. Focus on process & structure rather than results. Structure Process Outcome Strategy & Design Support & Stimulate ‘Carrot & Stick’

Teamwork t. Utilizing everyone’s knowledge t. Shift away from Internal competition. t. Involve suppliers as well as customers. t. Old theories: F. W. Taylor

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

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

What is Quality? t. Definitions t. Qualitative t. Quantitative

Why is Quality important? t. Physical t. Service t. Cost Outcomes outcomes