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Total quality management defined by Richard J. Schonberger as the total quality management is a set of concepts and tools for getting all employees focused on continuous improvement in the eyes of the customer.
People will produce quality goods and services when the meaning of quality is expressed daily in their relations. Inspection of the process is as important as inspection of the product. Probability of variation, can be understood by scientific methods. Workers work in the system to improve the system; managers work on the system to improve the system.
Total quality management must be consistently translated into guidelines provided to the whole organization. Envision what you desire , but start working from where you actually are. Accept the responsibility for quality.
CULTURE
CUSTOMERSUPPLIER
COMMUNICATION
system
Process
COMMITMENT
Eliminate barriers between departments by managing the process improve communications and teamwork Constantly educate and retrain develop experts in the organization. Develop a systematic approach to manage the implementation of TQM.
Cultural change
The culture in any organization is formed by the beliefs, behaviors, norms, dominant values, rules and the climate. A culture change, e.g., from one of acceptance of a certain level of errors or defects to one of right first time, every time, needs two key elements: Commitment from the leaders Involvement of all of the organization's people.
The reliability. The value for money aspects. The delivery as per the quality and on time.
3. 4. 5. 6. 7.
The internal customer. Competitive benchmarking. Every one is involved. Synergy is team work. Recognition and rewards
Use the principle of get it right, the first time, every time. Understand that quality is a journey, not a destination
Quality cost
Cost of Conformance- it has two aspects
1. Prevention cost 2. Appraisal cost
Cost of non- conformanceencompasses three cost 1. Cost of internal failure. 2. Cost of external failure. 3. Cost of exceeding requirement.
Benefits of TQM
increased customer satisfaction & therefore additional sales.
The achievement of competitive advantage, companies are competing on the basis of quality product and services.