session iii total quality management1
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TOTALQUALITY
MANAGEMENT
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Total Quality Management
Quality target is 100%, not even 99.9% because even99.9% might mean many dissatisfied customers everyyear, defective components entering assembly,accidents etc.
Old view:Quality relates to products manufactured exactly tospecifications.
New view:
Total Quality relates to products that totally satisfy ourcustomer needs and expectations in every respect on acontinuous basis. Quality is to satisfy customer needs.
It is in fact to delight customers.
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Total Quality Management
What is Total Quality Management (TQM)
The elements of TQM as the name suggests are :
Total
Quality
Management
Total implies -
Complete - 100%All areas and functions
All activities
All employees - everyone
All time - always
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Total Quality Management
Main concerns of Manufacturers and Customers
Manufacturer Customer
Quality Quality
Cost PriceProductivity Availability
Concerns of manufacturer and customer are
generally not the same.Customer usually has no concern for company
productivity and cost.
Quality is the only common concern
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INTRODUCTION AND DEFINITION
Total Quality Management (TQM) is a philosophy and
involves company practices that aim to harness the human
and material resources of an organization in the most effective
way to achieve the objectives of the organization
Commitment to TQM by the highest level of management.
Promotion of this concept to all levels and activities of the
organization
Individual involvement
Devotion to continuous improvement
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PRINCIPLES OF TQM
(FM
C2LIPS) Customer focus
Leadership
Involvement of people
Process approach
System approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationships
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Customer focus
Organizations depend on their customers and therefore shouldunderstand current and future customer needs, should meetcustomer requirements and strive to exceed customerexpectations. Delight the customer
Customer satisfaction, customer delight Internal customers
Customer focus, customer orientation
Key benefits:
Increased revenue and market share
Increased effectiveness
Improved customer loyalty
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Leadership
Leaders establish unity of purpose and direction of the
organization. They should create and maintain the internal
environment in which people can become fully involved in
achieving the organizations objectives.
Key benefits:
People will understand and be motivated towards the
organizations goals and objectives.
Miscommunication between levels of an organization will be
reduced
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Involvement of people
People at all levels are the essence of an organization and
their full involvement enables their abilities to be used for the
organization's benefit.
Key benefits:
Motivated, committed and involved people within the
organization.
Innovation and creativity
People being accountable for their own performance.
Participation improves
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Process approach
A desired result is achieved more efficiently when activities
and related resources are managed as a process.
Key benefits:
Increased revenue and market share obtained through flexible
and fast responses to market opportunities.
Improved customer loyalty leading to repeat business.
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System approach to management Identifying, understanding and managing interrelated
processes as a system contributes to the organization's
effectiveness and efficiency in achieving its objectives.
Key benefits: Integration and alignment of the processes that will best
achieve the desired results.
Providing confidence to interested parties as to the
consistency, effectiveness and efficiency of the organization
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Continual improvement Continual improvement of the organization's overall
performance should be a permanent objective of the
organization.
Key benefits: Performance advantage through improved organizational
capabilities.
Alignment of improvement activities at all levels to an
organization's strategic intent. Flexibility to react quickly to opportunities.
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Factual approach to decision making Effective decisions are based on the analysis of data and
information
Key benefits:
Informed decisions. An increased ability to demonstrate the effectiveness of past
decisions through reference to factual records.
Increased ability to review, challenge and change opinions and
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Mutually beneficial supplier relationships An organization and its suppliers are interdependent and a
mutually beneficial relationship enhances the ability of both to
create value
Key benefits: Increased ability to create value for both parties.
Flexibility and speed of joint responses to changing market or
customer needs and expectations.
Optimization of costs and resources.
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Sesame Seeds fromGhaziabad, Uttar
Pradesh
Special Vegetarian Sauce (Eggless)
Sauce from Quaker Ceremica,
Phillapur, Punjab
Bans from Shah Bactor and
Sons, Khopoli, Maharashtra and
Cremica from Ludhiana
Fresh Iceberg Lettuce from
Trikaya Agriculture, Talegaon,
Maharashtra, Ooty Farms,
Ootacannaud, Tamilnadu,
Meena Agritech, Delhi,
Ferrocoes Farms, Dehradun
Cheddar Chesse from DynamixDairy, Baramati, Maharashtra
Vegetable Patty (made from
fresh Peas, Carrots, Green
Beans, Red Capsicum, Potatoes
and Rice) from Kitran Foods,Taloja, Maharashtra
Batler and
breading from
Cremica EBI,
Ludhiana, Punjab
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Total Quality Management Change in mind set for variability reduction
Conventional TQM way
Meet specifications Move to target value
High tech machines needed Even with old machines through
better setting, maintenance andemployee training
Managers think and plan Managers guide and lead
Workers think, plan and do
Status quo Kaizen (continuousimprovement)
Profit by driving task
completion
Quality is the path of profit
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TQM Failures
Lack of Management Commitment
Focusing on specific technique than on system
Not obtaining employee participation
Program stops with Training
Short term gain and not long term quality
Forcing organization to adopt methods which are not compatible
with production system or personnel.
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TQM JET AIRWAYS
Jet Airways formulated a Quality Management System for In-flightServices in February 2005 as part of a comprehensive exercise to
implement ISO in selective operational areas.
IATA Operational Safety Audit (IOSA) Registration.
In flight Services, ISO 9001 : 2000 certified
- Certification for the product and service ranges includes Design,
Development and Delivery of Customer Services that meet world-class
standards.
The process of traveling on a airline is divided into three stages:
pre-flight,
in- flight and
post-flight experiences.
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SERVICES SPECIAL SERVICES Check In Options :
Airport Check in
Tele Check in
Web Check in
Kiosks Check in
Airport Lounges
Bus Services
Cuisines
Entertainment
Jet Airways is the most preferred domestic airline in
India.
Infant and Child Care
Wheel Chair Assistance
Unaccompanied Minors
Medical EmergenciesTraveling with Animals
Jet Mobile
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AREAS OF QUALITY MANAGEMENT
On time
Delay information
Announce delay
Good in-flight service
Good in-flight food Waiting time for baggage
Baggage loss
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Thank You So Much
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