Total Quality Management (TQM): Definition, elements, philosophies, B.Pharmacy, Unit-1

Quality Assurance and Management concepts

1. Quality Assurance and Quality Management concepts
BP606T
Unit-1
Part-II
(Total Quality Management (TQM): Definition, elements, philosophies)
SnigdhaRaniBehera
Associate Professor
ARKA JAIN UNIVERSITY

2. TotalQualityManagement(TQM):
Definition:
TotalQualityManagement(TQM)isasetofmanagementpracticesthroughout
theorganizationgearedtoensuretheorganizationconsistentlymeetsorexceed
customerrequirements.
TQMreferstomanagementmethodsusedtoenhancequality,basedonthe
participationofallmembers&aimingalllongtermsuccessthroughcustomers
satisfaction&benefitstoallorganizations.
AccordingtoISO,TQMisdefinedas:"Amanagementapproachofan
organizationcenteredonquality,basedontheparticipationofallits
membersandaimingatlongtermsuccessthroughcustomersatisfactionand
benefitstoallmembersoftheorganizationandsociety”
Itplaysavitalroleinimprovingproductivity,productqualityandreduce
manufacturingcostbyreducingreworkandscrape.
ARKA JAIN University, Jamshedpur, Jharkhand

3. TotalQualityManagement(TQM):
Cont…..
AccordingtoJohnGilbert,TotalQualityManagement(TQM)is“a
processdesignedtofocusoncustomerexpectations,preventingproblems,
buildingcommitmenttoqualityintheworkforceandpromotingopen
decision-making”.
W.EdwardsDemingandJosephM.Juranjointlydevelopedtheconceptof
TQM.
Ithasfourmaincomponents
ARKA JAIN University, Jamshedpur, Jharkhand

4. Components of TQM
ARKA JAIN University, Jamshedpur, Jharkhand
Components
of Total
quality
Management
1.Quality
Planning
2.Quality
Control
3.Quality
Assurance
4.Quality
Improvement

5. Objectives of Total Quality Management :
ItisaContinuousprocess.
Focusoncustomersatisfaction.
Mistakepreventionasapreventivestep.
Defectidentificationandqualityimprovement.
Avoidanceofwastes.
Reductionoftheleadtime.
Increaseoftheflexibilityandprofitability.
ARKA JAIN University, Jamshedpur, Jharkhand

6. Principle/Elements of TQM :
ThekeyelementsoftheTQMapproachare
1.Focusoncustomer:
Itisimportanttoidentifytheorganizationscustomers.Thecustomers
ultimatelydeterminesthelevelofquality.
2.EmployeeInvolvement:
Thequalityisconsideredthejobofallemployeesandemployees
shouldbeinvolvedinqualityinitiatives.
Allemployeesparticipateinworkingtowardcommongoals.So
managementhasprovidedtheproperenvironmentwhichintegrate
continuousimprovement.
ARKA JAIN University, Jamshedpur, Jharkhand

7. 3.Continuousimprovement:
Thequestforqualityisanever-endingprocessinwhichpeopleare
continuouslyworkingtoimprovetheperformance,speedandnumberof
featuresoftheproductorservice.
Theseelementscanbedividedintofourgroupsaccordingtotheir
function
1.Foundation–Itincludes:Ethics,IntegrityandTrust
2.BuildingBricks–Itincludes:Training,TeamworkandLeadership
3.BindingMortar–Itincludes:Communication
4.Roof–Itincludes:Recognition
ARKA JAIN University, Jamshedpur, Jharkhand

8. 1.a.Ethics-
Ethicsisthedisciplineconcernedwithgoodandbadinanysituation.
Itisatwo-facetedsubjectrepresentedbyOrganizationalandIndividual
ethics.
Organizationalethicsestablishabusinesscodeofethicsthatoutlines
guidelinesthatallemployeesaretoadheretointheperformanceoftheir
work.
Individualethicsincludespersonalrightandwrong.
b.Integrity-
Integrityimplieshonesty,morals,values,fairness,andadherencetothe
factsandsincerity.
Thesecharacteristiciswhatcustomerexpertanddeservestoreceive.
ARKA JAIN University, Jamshedpur, Jharkhand

9. c.Trust-
Trustistheby-productofintegrityandethicsconduct.
Withouttrust,theframeworkofTQMcannotbebuild.
Itallowsempowermentthatencouragesprideownershipandit
encouragescommitment.
Trustisessentialtoensurecustomersatisfaction.
2.a.Training-
Trainingisveryimportantforemployeesrequireinterpersonalskills,the
abilitytofunctionwithinteams,problemsolving,decisionmaking,job
managementperformanceanalysisandimprovement,businesseconomics
andtechnicalskills.
ARKA JAIN University, Jamshedpur, Jharkhand

10. b.Teamwork-
Tobecomesuccessfulinbusiness,teamworkisalsoakeyelementofTQM.
Withtheuseofterms,thebusinesswillreceivequickerandbettersolutionsto
problems.
Teamsalsoprovidemorepermanentimprovementsinprocessesandoperations.
c.Leaderships-
ItispossiblythemostimportantelementofTQM.
Itappearseverywhereinorganization.
LeadershipinTQMrequiresthemanagertoprovideasinspiringvision,make
strategicdirectionsthatareunderstoodbyallandinstillvaluesthatguide
subordinates.
ARKA JAIN University, Jamshedpur, Jharkhand

11. 3.Communication-
Itbindseverythingtogether.StartingfromfoundationtoroofoftheTQM
house,everythingisboundbystrongmortarofcommunication.
ItactsasavitallinkbetweenallelementsofTQM.
Communicationmeansacommonunderstandingofideasbetweensender
andthereceiver.
4.Recognition-
Itisthefinalandlastelementintheentiresystem.
Itshouldbeprovidedforbothsuggestionsandachievementsforteamsas
wellasindividuals.
Employeestrivetoreceiverecognitionforthemselvesandtheirteams.
Detectionandrecognitioncontributorsisthemostimportantjobofa
supervisor.
ARKA JAIN University, Jamshedpur, Jharkhand

12. Philosophies Total Quality Management :
ThePhilosophyofTQMwasbornoutoftheconceptsdevelopedbyfourgreat
gurusofQualityManagement.
W.EdwardsDeming
JosephMJuran
ArmandVFeigenbaum
PhilipCrosby
Dr.W.EdwardsDeming:(1900-1993)isconsideredtobeFatherofModern
Quality.
Hepreachedthattoachievethehighestlevelofperformancerequiresmorethana
goodphilosophytheorganizationmustchangeitsbehaviorandadoptnewwayof
doingbusiness.
Deming’sandhisfamous14Points.
ARKA JAIN University, Jamshedpur, Jharkhand

13. Dr. W. Edwards Deming’s 14
Points
1. Create constancy of purpose 8. Drive out fear
2. Adopt the new philosophy 9. Eliminate boundaries
3. Cease inspection, require evidence10. Eliminate the use of slogans
4. Improve the quality of supplies 11. Eliminate numerical standards
5. Continuously improve production12. Let the people be proud of their
work
6. Train and educate all employee13. Encourage self-improvement
7. Supervision must help people14. Commit to ever-improving
quality
ARKA JAIN University, Jamshedpur, Jharkhand

14. Point -1
Create constancy of purpose toward improvement of the product and
service so as to become competitive, stay in business and provide jobs.
Point -2
Adopt the new philosophy for economic stability. (We are in a new
economic age. We no longer need live with commonly accepted levels of
delay, mistake, defective material and defective workmanship).
Point -3
Cease dependence on mass inspection: require instead, statistical evidence
that quality is built in.
Point -4
Improve the quality of incoming materials. End the practice of awarding
business on the basis of a price alone. Instead, depend on meaningful
measures of quality, along with price.
ARKA JAIN University, Jamshedpur, Jharkhand

15. Point-5
Findtheproblem:constantlyimprovethesystemofproductionand
service.(Thereshouldbecontinuousreductionofwasteandcontinual
improvementofqualityineveryactivitysoastoyieldacontinualrisein
productivityanddecreaseincosts).
Point-6
Institutemodernmethodsoftrainingandeducationforall.(Modern
methodsofon-the-jobtrainingusecontrolchatstodeterminewhethera
workerhasbeenproperlytrainedandisabletoperformthejobcorrectly.
Statisticalmethodsmustbeusedtodiscoverwhentrainingiscomplete).
Point-7
Institutemodernmethodofsupervision.(Improvementofqualitywill
automaticallyimproveproductivity.Managementmustpreparetotake
immediateactionontheresponsesupervisorsconcerningproblemsuchas
inheriteddefects,lackofmaintenanceofmachines,poortoolsorfuzzy
operationaldefinitions.)
ARKA JAIN University, Jamshedpur, Jharkhand

16. Point-8
Fearisthebarriertoimprovement.(Sodriveoutfearbyencouraging
effectivetwo-waycommunicationandothermechanismsthatwillenable
everybodytobepartofchange,andtobelongtoit).
Point-9
Breakdownbarrierbetweendepartmentandstaffareas.(Peoplein
differentareassuchasresearch,design,sales,administrationand
productionmustworkintermstotackleproblemsthatmaybe
encounteredwithproductsorservice).
Point-10
Eliminatetheuseofslogans,posters,andexhortationsfortheworkforce,
demandingzerodefectsandnewlevelsofproductivitywithoutproviding
methods.
ARKA JAIN University, Jamshedpur, Jharkhand

17. Point-11
Eliminateworkstandardsthatprescribenumericalquotasforthe
workforceandnumericalgoalsforpeopleinmanagement.
Point-12
Removethebarriersthatrobhourlyworkers,andpeopleinmanagement,
oftheirrighttoprideofworkmanship.(Thisimplies,abolitionofthe
appraisalofperformanceandofmanagementbyobjective).
Point-13
Instituteavigorousprogramofeducation,andencourageself-
improvementforeveryone.(Whatanorganizationneedsisnotjustgood
people;itneedspeoplethatareimprovingwitheducation).
Point-14
Topmanagementpermanentcommitmenttoever-improvingqualityand
productivitymustbeclearlydefinedandamanagementstructurecreating
thatwillcontinuouslytakeaction.
ARKA JAIN University, Jamshedpur, Jharkhand

18. 2.Joseph M Juran:
Hepreachedthatqualitybeginsatthestageofdesigningandendsafter
satisfactoryservicesareprovidedtothecustomers.
Hisfamousdefinitionforqualityis‘fitnessforuse’.
Herecommendsasetoffourimportantstagesas
1.Establishspecificgoalstobereached.(Identificationofneedstodone,focuson
specificprojectetc.)
2.Establishplanforreachinggoals(Developmentofstructuredprocesstoachieve
this)
3.Assignclearresponsibilityforreachinggoals.
4.Giverewards/awardsonthebasisofresultachieved.
ARKA JAIN University, Jamshedpur, Jharkhand

19. Qualityachievement,accordingtoJuranispossiblethroughvarious
initiativesthatarethebasisofhisfamousqualityTrilogy,themain
componentsofwhichare
Qualityplanning
Qualitycontrol
Qualityimprovement
Forthepurposewehavetogiveemphasisonthefollowingpointslisted
bellow
Buildawarenessoftheneedandgiveanopportunityforimprovement.
ARKA JAIN University, Jamshedpur, Jharkhand

20. Setgoalsforimprovements.
Organizetoteachthegoals(establishaqualitycouncil,identifyproblems,
selectproject,appointteams,designatefacilitators)
Providetraining.
Carryoutprojectstosolveproblems.
Reportprogress
Giverecognition
Communicateresults
Keepscore
Maintainmomentumbymakingannualimprovementpartoftheregular
systemsandprocessofthecompany.
ARKA JAIN University, Jamshedpur, Jharkhand

21. ARKA JAIN University, Jamshedpur, Jharkhand
Armand V Feigenbaum:
Feigenbaumwastheoriginatoroftheterm“TotalQualityControl”
Hebelievedthatsignificantqualityimprovementcouldbeachievedby
theparticipationofeveryoneintheorganization.
Fire-fightingqualitymanagementshouldbereplacedwithclear,
customer-orientedqualitymanagementwhichtheemployees
understandandcancommitthemselvesto.
FeigenbaumbelievedthatthegoalofQualityimprovementwasto
reducethetotalcostofqualitytoaslowapercentageaspossible.

22. ARKA JAIN University, Jamshedpur, Jharkhand
Philip Crosby:
PhilipBayardPhilCrosbywasabusinessmanandAuthorwhocontributedto
managementtheoryandqualitymanagementpractices.
Crosby’sapproachrevolvesaroundthezerodefectsprogram.
Crosby’sPhilosophy:
Qualitymeansconformancetorequirementsnotelegance
Thereisnosuchthingasqualityproblem
Thereisnosuchthingsastheeconomicsofquality.Itisalwayscheapertodo
thejobrightthefirsttime.
Theonlyperformancemeasureisthecostofthequality
Theonlyperformancestandardiszerodefects

23. ARKA JAIN University, Jamshedpur, Jharkhand
Crosbyprovidesaholisticviewofquality.Therootsofhisphilosophycan
befoundinthefollowingfiveabsolutesofqualitymanagements:
Qualitymeansconformancetorequirementsandnotelegance.
Thereisnosuchthingsasqualityproblem.
Itisalwayscheapertodothingsrightthefirsttime;Theonly
performancemeasurementisthecostofquality.
Theonlyperformancestandardiszerodefects.
Hehadputforththe14stepsofimplementationqualityprogramsinan
organization.
Tooperationallythe14stepsprogramhehasprovidednumberoftools
likequalitymaturitygrid’“MakeCertainProgram”and“Management
StyleEvaluation”

24. Crosby’s14StepstoQualityare:
ManagementCommitment.
FromQualityImprovementTeam.
ManagementPerspective.
DetermineQualityMeasures.
EvaluatetheCostofQuality.
QualityAwareness.
CorrectionAction.
AdhocCommitteesandZeroDefectsPrograms.
TrainingofSupervisorsandManagers.
ARKA JAIN University, Jamshedpur, Jharkhand

25. ZeroDefectDay.
GoalSettings.
Errorcauseremoval.
Recognition.
QualityCouncils.
Doitoveragain.
ARKA JAIN University, Jamshedpur, Jharkhand

26. THANK YOU
STAY SAFE
&
STAY HEALTHY
ARKA JAIN University, Jamshedpur, Jharkhand