= 1 = Chapter1 Introduction to TQM.pdf

The chapter commences by providing a comprehensive overview of TQM, presenting it as a holistic approach to managing quality across all aspects of an organization. It elucidates how TQM encompasses various elements, including leadership commitment, customer focus, employee engagement, continuous improvement, and data-driven decision making. By integrating these components, TQM aims to create a culture of quality throughout the organization, fostering a relentless pursuit of excellence.

Next, the chapter explores the historical evolution of TQM, tracing its roots back to quality pioneers such as W. Edwards Deming, Joseph M. Juran, and Armand V. Feigenbaum. It highlights their contributions to the development of TQM principles and philosophies, emphasizing the paradigm shift from a reactive, inspection-based approach to a proactive, preventive one.

Moreover, the chapter delves into the core principles of TQM, elucidating concepts such as customer satisfaction, continuous improvement, employee empowerment, and process optimization. It emphasizes the significance of customer-centricity, stressing that meeting and exceeding customer expectations is the cornerstone of TQM.

Furthermore, the chapter expounds upon the benefits of implementing TQM within an organization. It discusses how TQM can enhance product and service quality, increase customer loyalty, boost operational efficiency, reduce costs, and drive innovation. By adopting TQM principles, organizations can gain a competitive edge and position themselves as leaders in their respective industries.

Lastly, the chapter provides an overview of the implementation strategies for TQM. It outlines the steps involved in initiating a TQM program, including establishing a quality management system, conducting employee training, fostering a culture of continuous improvement, and measuring performance through key quality metrics. The chapter emphasizes the importance of top leadership commitment and employee involvement in successfully implementing TQM.

1. ةينميلا ةيروهمجلا
يلاعلا ميلعتلا ةرازوحبلاو ث
يملعلا
AR-RASHIDSMART
UNIVERSITY
Republic of Yemen
Ministry of Higher Education &
Scientific Research
:prepared&Taught by
Dr: AbdulkarimAl-Gafri

2. We will discuss, in this session the following points:
➢Definitionof Quality
➢Total Quality and its dimensions.
➢Improvethe Quality.
➢Importance ofQuality
➢The conceptof TotalQualityManagement.
➢The emergenceand developmentof total quality
management.
❖Some practicalQuestions

3. First: the definitionof Qualityand its dimensions
A-Definitions of quality
Many attempts have been made to put a specificdefinition
of the conceptof "quality", and all these definitions
resulted from these attempts.
Jurandefined qualityas "the suitability of the
product for use." From this definition, we find that the
basic criterion for judging the quality of the product is
(whether the product is suitable for use or not, regardless
ofthestatusandconditionsof theproduct).
Q-Jurandefined qualityas "the suitability of the product for use ( )

4. What is Quality?
•Qualityis “fitnessforuse……….” (JosephM Juran)
•Qualityis “conformanceto requirements” (PhilipB. Crosby)
•Qualityof a product or services and its abilityto satisfythe
needs and expectationsof the customer
•‘Quality means Producing with ‘Zero Defect’
•The totality of featuresand characteristicsof a productor
servicethat bearon itsability to satisfydefiniteor indirect
need of customers. ISO 8402: Quality Vocabulary)

5. "Quality means gettingfreeof defects, that is
the errorrateshould be very little, whetherin
productor servicedesign, or in reducing wrong
re-work ".
Quality as defined by Oxford dictionary that
“a high degree of quality or value”.
It is also defined as "the extentto whichproduct
specifications meetthe desiresand requirementsof
the consumer".'

6. Defining Quality –5 Ways
Conformance to specifications:
Does product/service meettargets and
acceptancesdefined by designers?
Fitness for use:
Evaluates performance for planned using.
Value for price paid:
Evaluation of usefulnessvs. pricepaid.
Support services:
Quality of support after sale.
Psychological:
e.g. Ambiance, prestige, friendly staff.

7. Qualityis “Doingthe rightthing
at the firsttimeand everytime.”
It is “ Doing thingsright the firsttime, and
betterat the nexttime.”
Q-Quality is “Doing the right thing ..........................................

8. Definition and examples Quality refers
tohow good something is compared toother
similar things.
In other words, its degree of excellence.
When used to describe people, it refers to a
distinctivecharacteristicor attributethat
they possess. In this sense, we can also use
the term for things.
Q-Quality refers to its degree of………………

9. The importance and benefits of quality
1-Improvingthe competitive position of the
organization in the market and increasing the
profitability rate.
2-Promotingthe relationships with suppliers.
3-Increasingthe degree of customer satisfaction.
4-Improvingthe quality of the product or service
provided.
???

10. 5-Decreasingthe cost of product or service
as a result of absenteeismof errors and
reducing the damagerate.
6-.Openingnew fitting markets and
strengthening existing ones
7-Doingthe job right at the first time.
8-Developmentthrough never-ending
training.

11. Whyis the consistentqualityis important?
Quality is vital to the success of a business. If a businesscan create
and distributehigh-quality goods and services, then it is more
likelyto be a successfulenterprise.
Here are some benefits of consistentquality:
-Increasecustomer loyalty. Join
-Builda reputation.
-Leadthe industry.
-Managecosts.
Increase customer loyalty: Quality is the foundation of a
business and is the key to keeping customers satisfied. If
a business’ product meets and exceedsthe customer’s
expectations, then it is highly likely that the customer
will continue to purchase that product.

12. Build a reputation:
Good quality products will achieve positive
reviewsfrom customers.
In today’stechnologicallyadvancedworld, social
media reviews can helpand improvement
a business’ trafficand orders.
A business that has a strong reputation for high-
qualitygoods and services maygeneratemore
revenueand customer traffic than a business with
a negativereputation.

13. Lead the industry
Businesses with the best quality items
become industry leaders and set the
standard for other businesses in the market
to follow.
If a business can continue to create high-
quality products and upgrade and adaptthe
products to meet customer demand, then
that business can lead the way for others in
the industry.

14. Manage costs
Companies trackall profitsand costsrelated to
producing a product.
Goodqualityproducts and services shouldbe able
to lowerproductioncostsand increasethe profit
margins.
As repeat sales and customer loyalty increases
because of quality, a business’ profit should rise.

15. Also, Importance of product quality can
be seen througtwo sides:
1.For companies: This is because, bad quality
products will affectthe consumer’s
confidence, image and salesof the company.
It may even affect the existenceof the company.
2. For consumers: They are ready to pay high
prices, but in return, they expectbest-quality
products. If they are not satisfied, they will
purchasefrom the competitors

16. Q-what are the Aspects
of Product Quality?

17. Summary, we concludefrom these
definitions that (quality is related to
the customer'sperspectiveand his
expectationsby comparingthe actual
performance of the product with his
desiredexpectationsof this product).
Q-quality is related to the customer’s ……….… and his expectations.

18. B: Dimensions of Quality
dimensionsof quality can be summarized as follows:
1-Performance: This means the basic characteristics
of the product, such as clarityof colors of a
camera or speedof the machine.
2-Appearance/Features: “extra” items added to
basic features, such as a stereo CD or a leather
interior in a car
3-Conformance: degree to which a product meets
pre–established standards

19. 4-Courtesy: how arecustomers treatedby employees?
5-Consistency: is the same level of service provided to
each customer each time?
Is your newspaper delivered on time every morning?
6-After-selling service: i.e. solving problems and taking
care of customer complaints, in addition to the speed
and efficiency of corrections and actions.
7-Time and Timeliness: how long must a customer
wait for service, and is it completed on time?

20. Next

21. C: Total Quality Management concept:
The concept of quality has previouslybeen recognized
as an abstract term centeredabout the characteristicsof
a product(goodsor services). As for addingthe word
managementto the qualityconcept, this means we are
givingthe character of mechanismor all the practical
activitiesthrough which the needsand desiresof the
customer are achieved, and then some definitionsof the
concept of total quality management can beincluded as
cited by some management scholarsand others.

22. 1-The British Standards Institute defines total
quality managementas a “management
philosophy that includes all activities of the
organization through which the needs and
expectations of the customerand society are met,
and the goals of the organization are also
achieved in the most efficient and least costly,
through the optimal use of the energies of all
employees…”

23. 2-N. Chornalso defined it as
a “new way of thinking regarding the
management of the organizations”.
While others think that, Total Quality
Management is "a culture of promoting
the concept of complete commitment to
customer satisfaction through continuous
improvement and creativity in all aspects
of work".

24. T.Q.M.
Total-Made up of the whole
Quality-degree of excellencea product
or service provides
Management-Act, art or manner of
planning, controlling, directing,….
Therefore, TQM is the art of managing the wholeto
achieve excellence.

25. "T.Q.M. is a philosophyfocuseson
Teamwork, Increasingcustomer
satisfaction,
and Lowering the costs.

26. Quality management
In business, there are many aspectsto quality.
It may refer eitherto goodsor services. The key
aspects of how good or ‘fit for purpose’ goods,
are rootedin the conceptof quality management,
which covers fourareas:
1. Quality planning: developing the goods,
systems, and processes required to meet consumer
expectations

27. 2. Qualityassuranceor (QA)
QA is a program for the systematic monitoringof all
aspects of production, a project, or a service. The aim is
to make sure that the product is to meet the required
standards.
3. Quality control or (QC)
QC isa system in manufacturing of maintaining
standards. Here, the focus is on the finished product,
i.e., making sure it is defect-freeand meets
specificationsand standards.
While QC focuses on what happens after the producer
makes the product, QC focuses on what happens before
completion.

28. 4. Quality improvement or ( QI )
QI is thesystematic approach to the elimination
of waste and lossesin the production process.
Sometimes, it also includes the reduction of
waste and losses. QI involves weeding out what
is not working properly, and either improving it
or getting rid of it

29. Totalquality managementis also defined as
"the process of continuous improvement
for everyactivityat organization and
focuseson continuousimprovement,
through using of skilled individuals, work
teams, improvedand successful practical
methods".
And also, defined as "an organizationalstrategy
and management methods that lead to deliveryof
high-quality products or services to the customer".

30. Total Quality Management
and ContinuousImprovement
TQM is the management process used to make
continuous improvements to all functions.
TQM represents an ongoing, continuous
commitmentto improvement.
The foundationof total quality is a
managementphilosophythat supports meeting
customer requirementsthrough continuous
improvement.

31. Continuous Improvement versus
Traditional Approach
Market-share focus
Individuals
Focus on ‘who” and “why”
Short-termfocus
Status quo focus
Productfocus
Fire fighting
Customer focus
Cross-functional Teams
Focus on “what” and “how”
Long-termfocus
Continuous improvement
Processimprovement focus
Problem solving
TraditionalApproachContinuous Improvement
Q-Make a comparison betweenTraditionalApproach
and Continuous Improvement?. ( Just5items)

32. ManufacturingQuality vs. ServiceQuality
Manufacturingqualityfocuses on tangible.
product features
i.e. Conformance, performance, reliability, features
Service Quality focuseson produce intangible.
products that must be experienced.
Quality often defined by perceptional factorslike courtesy,
friendliness, promptness, waiting time, consistency

33. TQM Philosophy–What’s Different?
Focus on Customer
Identify and meet customer needs.
Stay modified to changing needs, e.g. fashion styles
Continuous Improvement
Continuous learning and problem solving, e.g.
Kaizen, 6 sigma.
Quality at the Source
Inspection vs. prevention & problem solving
Employee Empowerment
Empower all employees; external and internal
customers

34. TQM Philosophy–What’s Different?
(continued)
Understanding Quality Tools
i.e. Ongoing training on analysis, assessment, and
correction, & implementation tools
Team Approach
Teams formed around processes –8 to 10
people
Meet weekly to analyze and solve problems
Benchmarking
Studying practices at “best in class” companies
Managing Supplier Quality
Certifying suppliers vs. receiving inspection

35. Practical questions: H.W.
1. There are various definitions of quality,
mention only to three of them?
2. Explain in detail fivedimensions of quality?
3. Just enumerate the importanceand benefitsof
total quality Management?
4 . What we mean by the term of " Total Quality
Management"?
5-Make a search about emergence and development
of total quality management?

36. Home assignment:
Answer the
Supposed questions
which
Inside the slides for the
next lecture?