TQM- History, Evolution & Growth

A brief presentation on the history, evolution and growth of Total Quality Management (TQM)

1. TQM-HISTORY,EVOLUTION & GROWTH

2. WHAT IS TQM? CONCEPT: Purpose: To improve customer satisfaction International Organization for Standardization  standard ISO 8402:1994 "A management approach of an organisation centred on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organisation and society.”

3. HISTORY  From holistic historical review quality revolution, we can deduce that Quality can be classified into four evolutionary phases: Inspection Quality control Quality assurance TOTAL QUALITY MANAGEMENT

4. HISTORY OF TOTAL QUALITY MANAGEMENT TQM involves methodology for continually improving the quality of all processes, it draws on a knowledge of the principles & practices of: The behavioural sciences The analysis of quantitative & non-quantitative data Economics theories Process analysis

5. TQM TIMELINE 1920s: Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry. 1930s: Walter Shewhart developed the methods for statistical analysis and control of quality. 1950s: W. Edwards Deming taught methods for statistical analysis and control of quality to Japanese engineers & executives Joseph M. Juran taught the concepts of controlling quality and managerial breakthrough Armand V. Feigenbaum’s book Total Quality Control was published Philip B. Crosby’s promotion of zero defects paved the way for quality improvement in many companies

6. 1968: Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s ascendancy as a quality leader Today: TQM is the name for the philosophy of a broad and systemic approach to managing organizational quality. Quality standards such as the  ISO 9000 Series  and quality award programs such as the Deming Prize and the Malcolm Baldridge National Quality Awards specify principles and processes that comprise TQM. KAORU ISHIKAWA ARMAND F. W.E. DEMING JOSEPH JURAN PHILIP CROSBY WALTER SHEWHART

7. MALCOLM BALDRIGE NATIONAL QUALITY AWARD The Malcolm Baldrige National Quality Award recognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by the  President of the United States . The award promotes awareness of performance excellence as an increasingly important element in competitiveness. It also promotes the sharing of successful performance strategies and the benefits derived from using these strategies .

8. DEMING’S 14 POINTS ON TQM 1. Create constancy of purpose 2. Adopt the new philosophy 3. Cease dependence on inspection 4. Use a single supplier for any one item 5. Improve constantly & forever 6. Use training on the job 7. Implement leadership

9. DEMING’S 14 POINTS ON TQM 8. Eliminate fear 9. Break down barriers between departments 10.Get rid of unclear slogans 11.Eliminate management by objectives 12.Remove barriers to pride of workmanship 13.Implement education & self-improvement 14. Make transformation everyone’s job

10. STEPS IN IMPLEMENTING TQM

11. BENEFITS OF TQM IMPROVE QUALITY EMPLOYEE PARTICIPATION & SATISFACTION TEAMWORK & WORKING RELATIONSHIPS PROFITABILITY & MARKET SHARE PRODUCTIVITY COMMUNICATION

12. OBSTACLES TO TQM LACK OF MANAGEMENT COMMITMENT LACK OF EMPLOYEE MOTIVATION INABILITY TO CHANGE ORGANISATION CULTURE IMPROPER PLANNING LACK OF CONTINUOUS TRAINING & EDUCATION INADEQUATE USE OF EMPOWERMENT & TEAMWORK

13. TQM TODAY Characterized differently by each company that practices it The primary philosophy Continuous improvement to exceed the customer expectations Identify and correct issues at the earliest stage Incorporate quality into the final product

14. GROWTH OF TQM Japanese industries followed the path & guidance of Joseph Juran & Edward Deming for TQM, and by mid-1970s became a world leader in most industries & consumer product segments, for eg ., Sony in Consumer Electronics, Toyota & Honda in 4-wheeler automobile industry, Honda & Yamaha in 2 wheeler industry etc. Gradually TQM spread to most of the world’s industries in Korea, Europe and USA and it was accepted as universal mantra for world class performance and excelling in individual fields of operations

15. THANK YOU!