tatal quality managment

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    TQM (Total QualityManagement)

    PADMASHREE DR.D.Y.PATIL UNIVERSITYDEPARTMENT OF BUSINESS MANAGEMENTBANKING & INSURANCE2011-2012

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    Contents:

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    1. Introduction of TQM

    Concept was first developed by W. Adward Deming,Joshep Juran &A.V Feiganbaun.

    Comprehensive approach for improving productquality and get customer satisfaction.

    Management philosophy of improving product qualitythrough everyone commitment & involvement tosatisfied customer need.

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    Why TQM:TQM is a management strategy i.e. design to bringawareness of quality in all organization process.

    Use in manufacturing, educating, government & serviceorganization.

    It is so called because it consist of three quality

    Quality Return

    Quality of product & services

    Quality of life at work & outside work

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    Component of TQM:

    Strategic commitment to Total Quality

    managementContinuous Quality management

    Customer focus

    Employee involvement for improving QualityUse of statistical tools for accuratemeasurement.

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    The 9 Dimensions of Quality

    Performance

    Features

    Conformance

    -----------------------------

    Reliability

    Durability

    Service

    -----------------------------

    Response- of Dealer/ Mfgr. toCustomer

    Aesthetics of product

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    Tools of TQM

    Rightfirs

    t

    time

    StatisticalQualitycontrol

    Tools ofTQM

    Bench-marking

    OutsourcingISO

    9000

    Spee

    d

    Timin

    g

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    Evolution of Quality

    ManagementTotal Quality Manag

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    Evolution of Quality

    Management

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    Management -ImprovementImprovement can be broken down between innovation

    and Kaizen.

    Innovation involves a drastic improvement in theexisting process and requires large investments. Kaizen

    signifies small improvements as a result of coordinatedcontinuous efforts by all employees.

    Kaizen (the translation of kai (change) zen (good) is

    improvement). This method became famous by the book of Masaaki Imai Kaizen: The Key to Japan'sCompetitive Success.

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    So what is Kaizen ?Kaizen refers to philosophy or practices that focus upon

    continuous improvement of processes in manufacturing,engineering, supporting business processes, andmanagement.

    By improving standardized activities and processes,kaizen aims to eliminate waste as in leanmanufacturing( Toyota Production System ).

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    How did it gainimportance ?Kaizen was first implemented in several Japanese

    businesses after World War II, influenced in part byAmerican business and quality management teachers whovisited the country.

    It has since spread throughout the world and is now beingimplemented in many other venues besides just businessand productivity.

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    Where is it applicable ?It has been applied in healthcare ,psychotherapy, life-

    coaching, government, banking, and many otherindustries.

    When used in the business sense and applied to the

    workplace, kaizen refers to activities that continuallyimprove all functions, and involves all employees fromthe CEO to the assembly line workers.

    It also applies to processes, such as purchasing andlogistics, that cross organizational boundaries into thesupply chain.

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    Conditions for SuccessfulImplementation of Kaizen Strategy

    1.Top management commitment

    2. Setting up an organization dedicated topromote Kaizen

    3. Appointing the best available personnel tomanage the Kaizen process

    4. Conducting training and education

    5. Establishing a step-by-step process forKaizen introduction.

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    Key elements of Kaizen

    Team work

    Personal discipline

    Improved morale

    Quality circles

    Suggestions for improvement

    Toyota is one of the leaders in implementingKaizen

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