Total Quality Management TQM Standards in Action www

Total Quality Management - TQM Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Total Quality Management • TQM is a philosophy which applies equally to all parts of the organization. • TQM can be viewed as an extension of the traditional approach to quality. • TQM places the customer at the forefront of quality decision making. • All staff are empowered. Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Total Quality Management Doing things right…. . …. FIRST time. Standards in Action www. bsieducation. org/standardsinaction Internetix (2005)

Total Quality Management - TQM British Standards on TQM BS 7850 -1: 1992 • Total quality management. Guide to management principles. BS 7850 -2: 1994, ISO 9004 -4: 1993 • Total quality management. Guidelines for quality improvement. Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Elements of TQM • Leadership – Top management vision, planning and support. • Employee involvement – All employees assume responsibility for the quality of their work. • Product/Process Excellence – Involves the process for continuous improvement. Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Elements of TQM • Continuous Improvement – A concept that recognizes that quality improvement is a journey with no end and that there is a need for continually looking for new approaches for improving quality. • Customer Focus on “Fitness for Use” – Design quality • Specific characteristics of a product that determine its value in the marketplace. – Conformance quality • The degree to which a product meets its design specifications. Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM & organizational Cultural Change Traditional Approach TQM Lack of communication Open communications Control of staff Empowerment Inspection & fire fighting Prevention Internal focus on rule External focus on customer Stability seeking Continuous improvement Adversarial relations Co-operative relations Allocating blame Solving problems at their roots Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Implementing TQM • Successful Implementation of TQM – Requires total integration of TQM into day-to-day operations. • Causes of TQM Implementation Failures – Lack of focus on strategic planning. – Outdated organizational cultures. Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Obstacles to Implementing TQM • • Lack of a formalized strategic plan for change. Lack of a customer focus. Poor inter-organizational communication. Lack of real employee empowerment. Lack of employee trust in senior management. Drive for short-term financial results. Politics. Standards in Action www. bsieducation. org/standardsinaction

Total Quality Management - TQM Recognizing and rewarding Quality • Promotion of high quality goods and services – Malcolm Baldrige National Quality Award (MBNQA) (United States) – Deming Prize (Japan) – European Quality Award (European Union) – ISO 9000 certification Standards in Action www. bsieducation. org/standardsinaction