PPT - SIGMA-GIZ Academies - Stage 2 - Armenia_TQM & CAF.pdf

Presentation given by Armenia at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 2: Elevating for excellence.

1. ARMENIA
Total Quality
Management
The CAF Model

2. Total Quality Management
The CAF Model
e-Governance Infrastructure
Implementation Agency

3. TQM is about making things better by finding and fixing
mistakes, improving processes, products, services, and
the overall organizational culture.
Total Quality Management

4. The Main Characteristics for TQM
Customer Focus
Total Employee Involvement
Integrated System
Process-Centered
Strategic and Systematic Approach
Continual Improvement
Fact-Based Decision Making
Communication
01
02
03
04
05
06
07
08

5. Classic Quality Assurance vs TQM
Classic Quality Assurance Total Quality Management
People make mistakes Processes provoke errors
Individual employees are responsible for errors All employees are responsible for errors
Zero defects are not achievable Zero defects as a goal
Purchase from many suppliers Partnership with few suppliers
Customers must take what the company offers
in terms of quality
Everything is aligned to complete customer
satisfaction

6. The PDCA Cycle
●Origins in the 1920s: Introduced by statistician Walter A.
Shewhart as the "Shewhart Cycle" for quality control.
●Popularized by Deming: Dr. W. Edwards Deming refined and
promoted it in the 1950s, renaming it the PDCA cycle.
●First Major Use: Applied in Japanese industries post-WWII,
significantly improving their manufacturing quality.
●Japanese Success: Helped companies like Toyota achieve
global recognition for high- quality products.
●Global Adoption: Became a cornerstone of quality
management practices worldwide, influencing TQM and Lean
Manufacturing.
Plan Do
CheckAct

7. The Common Assessment Framework (CAF) belongs to
the family of the TQM models. It is a model for
performance management acting as a “compass” to help
managers find the paths to excellence.
The CAF Model

8. CAF vs ISO
●CAF: Cost and time-efficient, mainly for public administration, as a TQM
tool, self-assessment model, also used in private sector, focused on
enhancing performance.
●ISO: Mainly for private sector, also used in public sector, certification often
pursued, involves higher costs, detailed documentation, and external
audits, focuses on compliance with international standards.

10. Thank You