TQM A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.

TQM A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.

1. QUALITY MANAGEMENT & RISK MANAGEMENT

2. Total Quality Management A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. Continuous improving Involvement of everyone Customer satisfaction T Q M

3. Total Quality Management What is the different between EXACT & Accurate ?

4. Quality ?

5. INTRODUCTION The TQM Approach: Find out what the customer wants Design a product or service that meets or exceeds customer wants Design processes that facilitates doing the job right the first time Keep track of results Extend these concepts to suppliers

6. How to evaluate customer satisfaction ?

7. INTRODUCTION

8. The senior management and concerned departments adopting the TQM philosophy Preparing the current system for TQM philosophy. A preparation and planning for the application of TQM Applying TQM plans, methods and systems The maintaining and improving the performance of the TQM philosophy Stages of applying the philosophy of TQM

9. INTRODUCTION 10 Steps to implement TQM : TQM Feasibility Study TQM Team Building & Training Target Definition & Decision Making System Selection & Information Analysis TQM Master Plan TQM Team Building & Training TQM Action Plans TQM Tools Selection & Implementation System Performance Evaluation Corrective Actions & Continuous Improvement

10. The ELEMENTS OF TQM 1 . Customer-focused : The customer ultimately determines the level of quality. 2. Total employee involvement : All employees participate in working toward common goals. 3. Process-centered : A fundamental part of TQM is a focus on process thinking. 4. Integrated system : Although an organization may consist of vertically structured departments, it is the horizontal processes interconnecting these functions that are the focus of TQM.

11. 5. Strategic and systematic approach : A critical part of the management of quality is the strategic and systematic approach to achieving an organization’s vision, mission, and goals. 6. Continual improvement : A large aspect of TQM is continual process improvement. 7. Fact-based decision making : In order to know how well an organization is performing, data on performance measures are necessary. 8. Communications . The ELEMENTS OF TQM

12. TQM BENEFITS AND ADVANTAGES Strengthened competitive position Adaptability to changing or emerging market conditions Higher productivity Enhanced market image Elimination of defects and waste Reduced costs and better cost management Higher profitability

13. Improved customer focus and satisfaction Increased customer loyalty and retention Increased job security Improved employee morale Enhanced shareholder and stakeholder value. Improved and innovative processes TQM BENEFITS AND ADVANTAGES

14. SIX SIGMA A The term sigma refers to standard deviation ( σ ) or variance ( σ 2 ) and is a measure of the dispersion of a set of data around the mean ( 𝑋 ̅ ) of this data These are the parameters of the normal distribution. It is often assumed that the process mean was centered at nominal. SS focuses on customer satisfaction , eliminate sources of variation , improve the performance of processes , and improve productivity .

15. Before the 1970s, the industry standards were based on ±3 σ and percent (%) defect. Now, as population grows and industrial volume due to global economy becomes mass production. The ±6 σ and 3.4 defect per million are today’s standard for ultimate customer satisfaction and maximum profitability. SIX SIGMA

16. SIX SIGMA

17. Six Sigma culture is customer-centric; its goal is to delight customers . The quality of a product or service is measured from the customer’s perspective , by its contribution to their success. This customer focus comes through the Six Sigma drivers: • Voice of the Customer( VOC ): What the customer says that they want • Critical to Quality ( CTQ ): Requirements that are most important to customers • Design for Six Sigma: Designing products and processes based on customer requirements SIX SIGMA

18. Motorola engineering scientist William Smith , known as the father of Six Sigma , developed the concept in the 1980s. For many years, he and other pioneering engineers and scientists worked on this or similar concepts to reduce variation , improve quality , and maximize productivity , including: Walter A. Shewhart , W. Edwards Deming , Philip R. Crosby , Shiego , Taiichi Ohno , and Joseph Juran . Each one studied quality from a different angle SIX SIGMA

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27. Implementation of six sigma The strength of Six Sigma can be found in many things, the most important are : 1. Six Sigma contributes to the trading results, according to six sigma, quality is not a goal in itself, but it is a means to an end . 2. Focus on the customer is important: meeting the customer demand and enhancing the customer satisfaction. 3. Six Sigma provides a powerful base for quality improvement by training employees . In this way, they can measure the processes themselves.

28. Implementation of six sigma

29. Six Sigma DMAIC Methodology The strength of Six Sigma can be found in DMAIC is a systematic six-sigma project management practice inspired by Deming's PDCA ( Plan, Do, Check , and Act ) Cycle. The process consists of the five phases called D efine, M easure, A nalyze, I mprove , and C ontrol . The define phase concentrates on forming the team, defining the project's goals , mapping the process , identifying customers , and identifying the high impact characteristics or the CTQs (Critical to Quality).

30. Six Sigma DMAIC Methodology