Total Quality Management (TQM)

The Success Elements of TQM

• Customer-Driven Quality.
• Plan-Do-Check-Act Model (PDCA).
• Eight Step Problem-Solving Methodology.
• Process Thinking.
• Eliminating the Non-Value Added.
• Management by Facts and Data.
• Continual Improvement and Kaizen.
• Enhanced Employee Participation and Decision-Making through Idea Generating Systems.
• Employee Reward and Recognition.

Tools for Total Quality Management

• What Is a Quality Tool?
• The Seven Quality Control Tools.
• Cause-and-Effect Diagram, Check Sheet, Control Charts, Histogram, Pareto Chart, Scatter Diagram, Stratification.
• Benchmarking
• Failure analysis
• PDCA (Plan–do–check–act) cycle
• Process management
• Product design control
• Statistical process control
• Brainstorming.
• Tree Diagrams: How-How and Why-Why Diagrams.
• Force Field Analysis.
• Affinity Diagrams.
• Process Mapping.
• Poka Yoke.
• Lean Thinking.
• Visual Management and5S Programme.
• Six Sigma.

Elements of Total Quality Management

• Ethics
• Integrity
• Trust
• Training
• Teamwork
• Leadership
• Recognition
• Communication

Steps to Implement a Total Quality Management System

• Identify the need for change
• Clarify vision and mission with management and employees
• Survey key customer groups
• Identify critical success factors (CSFs)
• Map major processes/sub-processes
• Train and re-train employees
• Develop improvement plan
• Measure and report

Challenges to Total Quality Management

• Constraints by quality culture
• Autocratic style of leadership
• Lack of employee commitment
• The improper channel of communication
• Quality certifications regarded as bureaucratic exercise
• Problems identifying customer needs