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TQM

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Rakesh Huike
Rakesh Huike

This document provides information about total quality management (TQM) principles and their implementation at Ihsan Yousaf Textile(PVT) Ltd. It discusses key TQM aspects like the Juran Trilogy of planning, control, and improvement. Ihsan Yousaf Textile implemented TQM through training, team development, quality committees, management systems, and annual improvement planning. This led to improved communication, teamwork, quality, sales and customer/employee satisfaction.

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TQM
Presentation group members :- Names Roll Number SR. No. Pranit Patil 122916 43 Darshan Bhoite 122887 23 Atul Nagap 122909 39 Nikil Kamble 122903 34 Rahul Patil 122917 44 Nayan Jadhav 122896 28 Rakesh Huike 122894 27
Q QUALITY (Degree of excellence a product or service provided.) M MANAGEMENT (Act, art or manner of handling, controlling, directing, etc. ) T TOTAL (Made of the whole)
Total Quality Management TQM is the art of managing the whole to achieve excellence. TQM is defined as both a philosophy and a set of guiding principles that represent the foundation of a continuous improving organization.
It is the application of the quantitative foundation methods and human resources to improve all the processes within an organization and exceed customer needs now and in the future. Brattain Ladd said that Do the right thing right the first time, every time
TQM
TQM
Quality Quality means excellent product or service that fulfills or exceeds the expectations. This expectation are bases on the intended use and selling price. Quality has 9 different dimensions :- 1.) Performance 2.) Feature 3.) Conformance 4.) Reliability 5.) Durability 6.) Services 7.) Response 8.) Aesthetics 9.) Reputation
TQM
TQM
LACK OF MANAGEMENT COMMITMENT INABILITY TO CHANGE ORGANIZATIONAL CULTURE IMPROPER PLANNING LACK OF CONTINUOUS TRAINING & EDUCATON
INCOMPATIBLE ORGANIZATIONAL STRUCTURE AND ISOLATED INDIVIDUALS AND DAPARTMENT INEFFECTIVE MEASUREMENT TECHNIQUES AND LACK OF ACCESS TO DATA AND RESULTS
PAYING INADEQUATE ATTENTION TO INTERNAL AND EXTERNAL CUSTOMERS INADEQUATE USE OF EMPOWERMENT AND TEAMWORK FAILURE TO CONTINUALLY IMPROVE
Benefits of TQM Greater customer loyalty Market share improvement Higher stock prices Reduced service calls Higher prices Greater productivity
TQM
Leadership Leadership is the ability to influencing a group towards achievement of goal. Leadership is the process of influencing and supporting others to work enthusiastically towards achieving objectives.
Characteristic of leader Leaders continually evaluate the customers changing requirements. They empower , rather than control , subordinates. They emphasize improvement rather than maintenance. They emphasize prevention. They train and coach , rather than direct and supervise.
They learn from problems. They continually try to improve communication. They continually demonstrate their commitment to quality. They choose the suppliers on the basis of quality , not price. They encourage and recognize team effort.
TQM
TQM
TQM
TQM
TQM
Customer that satisfies will increase in number, buy more, and buy more frequently. Satisfied customer also pay their bills promptly, which greatly improves cash flow the lifeblood of any organization. The importance of customer satisfaction is not only due to national competition but also due to worldwide competition.
Customer Satisfaction Model
Who is the CUSTOMER ???.... There are two types of customer 1.) External customer 2.) Internal customer
Input from external supplier Internal Customer Outputs to external customer Customer /supplier chain
Customer Perception of quality 1. Performance Fitness for use 2. Feature Secondary characteristic of product 3. Warranty Organizations public promise 4. Price 5. Reputation Trusted brand name
Feedback Customer feedback must be continuously monitored. Feedback enables the organization to : - Discover customer satisfaction. Compare performance with the competition. Identify customer needs. Determine opportunities for improvement.
TQM
Employee involvement Employee involvement is one approach to improving quality and productivity. Its use is contributed to the success enjoyed by the Japanese in the world market place. It is the means to better meet the organization's goals for quality and productivity at all levels of the an organization.
Achieving a motivated work force Concepts to achieve a motivated work force are as follows : - 1. Know your employees 2. Know thyself 3. Establish a positive attitude 4. Share the goals 5. Develop interesting works 6. Communicated effectively 7. Celebrate success
Employee Wants. 1. Interesting work 2. Appreciation 3. Good pays 4. Promotion 5. Good working conditions 6. Loyalty 7. Help with personal problems
Empowerment Empowerment is an environment in which people have an ability, confidence and commitment to take the responsibility and ownership. To improve the process and initiate the necessary steps to satisfy customer needs.
Benefits Improved morale Increased productivity Team cohesion Innovation
TQM
Supplier Relations One of the keys to obtaining high quality products and service is for the customer to work with suppliers in a partnering atmosphere to achieve the same quality level as attained within the organization. The better the suppliers quality, the better the suppliers long term position because the customers will have better quality.
A supplier who is treated with courtesy, honesty, and fairness will deliver a quality product at the best price, will provide good service, and will be responsive to emergency situations and special requests.
PRINCIPLES OF CUSTOMER/SUPPLIER RELATIONS : 1. Customer is responsible for providing the supplier with clear and sufficient requirements. 2. Both the customer and supplier are fully responsible for the control of quality. 3. Both the customer and supplier should sign a contract with respect to quality, quantity, price, delivery method, delivery time, and terms of payments.
4. The supplier is responsible for providing the quality that will satisfy the customer. 5. The customer and supplier should establish in the contract by which they can reach the amicable settlement of any disputes that may arise
SUPPLIER SELECTION :- Following questions must be answered before a supplier selection : 1. How critical is the item to the design of product or service ? 2. Does the organization have the technical knowledge to produce the item internally ? 3. If not should that knowledge be developed ? 4. Are the suppliers who specialize in producing the item ?
If the decision is taken to outsource the item , following are conditions for selection of suppliers : 1. Supplier can provide those raw material and items required by purchaser and those items or raw material supplied should meet the specifications of quality . 2. Supplier has capability to produce the amount of production needed or can attain that capability .
3. There is no danger of the supplier breaching co-operate secrets . 4. The prices will be right and the delivery dates can be met . 5. The supplier has an effective quality system and improvement program such as ISO 9000.
TQM
CONTINUOUS IMPROVEMENT Continuous improvement is defined in terms of increased customer satisfaction as a result of higher quality products and services. There is optimum utilization of resources to achieve quality driven culture.
TQM
JURAN TRIOLOGY
PLANNING 1. Determining the customer needs. 2. Develop product / service features that respond to customers needs , meet the needs of organization and are competitive. 3. Develop the process to develop the product/service features.
CONTROLING 1. Determine items/subjects to be controlled and their units of measure. 2. Determine what type of sensor or measuring instrument is needed to be put in place to measure the product or process. 3. Measure actual performance. 4. Compare actual performance goals. 5. Act on the difference.
TQM
PROBLEMS SOLVED THROUGH CONTINUOUS IMPROVEMENT : 1. COMPLIANCE AND UNSTRUCTURED PROBLEMS 2. EFFICIENCY 3. PROCESS DESIGN 4. PRODUCT DESIGN
TQM
TQM IMPLEMENTATION IN IYT Ihsan Yousaf Textile(PVT) Ltd Training and education of staff Team development Quality committee to assure the quality Developing business management systems Annual plan setting agendas for improvement to be achieved in up coming year
Outcome of TQM Improved communication Improved team work improved product or service quality, an increase in number of employees in improved activities, increased sales, and improved both customer and employees satisfaction.
Other Major TQM Initiatives In INDIA Quality in HRD Quality in marketing Quality as service Quality in manufacturing Quality in hospitality
TQM
TQM

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TQM

  • 2. Presentation group members :- Names Roll Number SR. No. Pranit Patil 122916 43 Darshan Bhoite 122887 23 Atul Nagap 122909 39 Nikil Kamble 122903 34 Rahul Patil 122917 44 Nayan Jadhav 122896 28 Rakesh Huike 122894 27
  • 3. Q QUALITY (Degree of excellence a product or service provided.) M MANAGEMENT (Act, art or manner of handling, controlling, directing, etc. ) T TOTAL (Made of the whole)
  • 4. Total Quality Management TQM is the art of managing the whole to achieve excellence. TQM is defined as both a philosophy and a set of guiding principles that represent the foundation of a continuous improving organization.
  • 5. It is the application of the quantitative foundation methods and human resources to improve all the processes within an organization and exceed customer needs now and in the future. Brattain Ladd said that Do the right thing right the first time, every time
  • 8. Quality Quality means excellent product or service that fulfills or exceeds the expectations. This expectation are bases on the intended use and selling price. Quality has 9 different dimensions :- 1.) Performance 2.) Feature 3.) Conformance 4.) Reliability 5.) Durability 6.) Services 7.) Response 8.) Aesthetics 9.) Reputation
  • 11. LACK OF MANAGEMENT COMMITMENT INABILITY TO CHANGE ORGANIZATIONAL CULTURE IMPROPER PLANNING LACK OF CONTINUOUS TRAINING & EDUCATON
  • 12. INCOMPATIBLE ORGANIZATIONAL STRUCTURE AND ISOLATED INDIVIDUALS AND DAPARTMENT INEFFECTIVE MEASUREMENT TECHNIQUES AND LACK OF ACCESS TO DATA AND RESULTS
  • 13. PAYING INADEQUATE ATTENTION TO INTERNAL AND EXTERNAL CUSTOMERS INADEQUATE USE OF EMPOWERMENT AND TEAMWORK FAILURE TO CONTINUALLY IMPROVE
  • 14. Benefits of TQM Greater customer loyalty Market share improvement Higher stock prices Reduced service calls Higher prices Greater productivity
  • 16. Leadership Leadership is the ability to influencing a group towards achievement of goal. Leadership is the process of influencing and supporting others to work enthusiastically towards achieving objectives.
  • 17. Characteristic of leader Leaders continually evaluate the customers changing requirements. They empower , rather than control , subordinates. They emphasize improvement rather than maintenance. They emphasize prevention. They train and coach , rather than direct and supervise.
  • 18. They learn from problems. They continually try to improve communication. They continually demonstrate their commitment to quality. They choose the suppliers on the basis of quality , not price. They encourage and recognize team effort.
  • 24. Customer that satisfies will increase in number, buy more, and buy more frequently. Satisfied customer also pay their bills promptly, which greatly improves cash flow the lifeblood of any organization. The importance of customer satisfaction is not only due to national competition but also due to worldwide competition.
  • 26. Who is the CUSTOMER ???.... There are two types of customer 1.) External customer 2.) Internal customer
  • 28. Customer Perception of quality 1. Performance Fitness for use 2. Feature Secondary characteristic of product 3. Warranty Organizations public promise 4. Price 5. Reputation Trusted brand name
  • 29. Feedback Customer feedback must be continuously monitored. Feedback enables the organization to : - Discover customer satisfaction. Compare performance with the competition. Identify customer needs. Determine opportunities for improvement.
  • 31. Employee involvement Employee involvement is one approach to improving quality and productivity. Its use is contributed to the success enjoyed by the Japanese in the world market place. It is the means to better meet the organization's goals for quality and productivity at all levels of the an organization.
  • 32. Achieving a motivated work force Concepts to achieve a motivated work force are as follows : - 1. Know your employees 2. Know thyself 3. Establish a positive attitude 4. Share the goals 5. Develop interesting works 6. Communicated effectively 7. Celebrate success
  • 33. Employee Wants. 1. Interesting work 2. Appreciation 3. Good pays 4. Promotion 5. Good working conditions 6. Loyalty 7. Help with personal problems
  • 34. Empowerment Empowerment is an environment in which people have an ability, confidence and commitment to take the responsibility and ownership. To improve the process and initiate the necessary steps to satisfy customer needs.
  • 35. Benefits Improved morale Increased productivity Team cohesion Innovation
  • 37. Supplier Relations One of the keys to obtaining high quality products and service is for the customer to work with suppliers in a partnering atmosphere to achieve the same quality level as attained within the organization. The better the suppliers quality, the better the suppliers long term position because the customers will have better quality.
  • 38. A supplier who is treated with courtesy, honesty, and fairness will deliver a quality product at the best price, will provide good service, and will be responsive to emergency situations and special requests.
  • 39. PRINCIPLES OF CUSTOMER/SUPPLIER RELATIONS : 1. Customer is responsible for providing the supplier with clear and sufficient requirements. 2. Both the customer and supplier are fully responsible for the control of quality. 3. Both the customer and supplier should sign a contract with respect to quality, quantity, price, delivery method, delivery time, and terms of payments.
  • 40. 4. The supplier is responsible for providing the quality that will satisfy the customer. 5. The customer and supplier should establish in the contract by which they can reach the amicable settlement of any disputes that may arise
  • 41. SUPPLIER SELECTION :- Following questions must be answered before a supplier selection : 1. How critical is the item to the design of product or service ? 2. Does the organization have the technical knowledge to produce the item internally ? 3. If not should that knowledge be developed ? 4. Are the suppliers who specialize in producing the item ?
  • 42. If the decision is taken to outsource the item , following are conditions for selection of suppliers : 1. Supplier can provide those raw material and items required by purchaser and those items or raw material supplied should meet the specifications of quality . 2. Supplier has capability to produce the amount of production needed or can attain that capability .
  • 43. 3. There is no danger of the supplier breaching co-operate secrets . 4. The prices will be right and the delivery dates can be met . 5. The supplier has an effective quality system and improvement program such as ISO 9000.
  • 45. CONTINUOUS IMPROVEMENT Continuous improvement is defined in terms of increased customer satisfaction as a result of higher quality products and services. There is optimum utilization of resources to achieve quality driven culture.
  • 48. PLANNING 1. Determining the customer needs. 2. Develop product / service features that respond to customers needs , meet the needs of organization and are competitive. 3. Develop the process to develop the product/service features.
  • 49. CONTROLING 1. Determine items/subjects to be controlled and their units of measure. 2. Determine what type of sensor or measuring instrument is needed to be put in place to measure the product or process. 3. Measure actual performance. 4. Compare actual performance goals. 5. Act on the difference.
  • 51. PROBLEMS SOLVED THROUGH CONTINUOUS IMPROVEMENT : 1. COMPLIANCE AND UNSTRUCTURED PROBLEMS 2. EFFICIENCY 3. PROCESS DESIGN 4. PRODUCT DESIGN
  • 53. TQM IMPLEMENTATION IN IYT Ihsan Yousaf Textile(PVT) Ltd Training and education of staff Team development Quality committee to assure the quality Developing business management systems Annual plan setting agendas for improvement to be achieved in up coming year
  • 54. Outcome of TQM Improved communication Improved team work improved product or service quality, an increase in number of employees in improved activities, increased sales, and improved both customer and employees satisfaction.
  • 55. Other Major TQM Initiatives In INDIA Quality in HRD Quality in marketing Quality as service Quality in manufacturing Quality in hospitality

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