session 1 tqm overview

7/30/2019 Session 1 TQM Overview

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Total Quality Management

(TQM)

2009-11 PGDM Term 5

Elective CourseCredits: 3

Faculty: Dr. R. Jagadeesh


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Introductionfaculty, students, courseoutline, policy and other details

Books and other resources

Survey on awareness about quality

Formation of student groups What happens if there is no quality?

Product recalls

Video clip on Quality Management

Introduction to TQM Introducing LAQTAAQ

Big Q and small q

In this session


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Introduction

faculty, students, course outline,

policy and other details

(Please refer to Reading Material


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Books and other resources

Huge amount of resources on the netArticles, News Letters, Books, Video

clips, Case studies,..


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Dale H. Besterfield, Carol

Besterfield-michna and Glen H.

Besterfield. Total QualityManagement, Pearson

Education, 3rd Edition, 2008

Donna C. S. Summers. Quality

Management : Creating and

Sustaining Organizational

Effectiveness / Pearson

Education, New Delhi, 2005.


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Howard S. Gitlow, Rosa

Oppenheim, Alan Oppenheim,

David Levine. QualityManagement. Tata MCGraw

Hill, New Delhi, 3rd Edition,

2009.

James R. Evans and William M.

Lindsay. The Management and

Control of Quality, Thompson

South-western, 6th Edition,

2006.


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Survey on your

awarenessabout quality

How well are youinformed about Quality?

Please answer thequestions and let us

know!


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Formation of student groups

1. Please pick one paper slip2. Note down the number(This is your group number)

3. Write your name4. Return the slip


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A better

understanding of

quality is

possible by first

asking what

happens if thereis no quality.


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Toyota is recalling close to one-million

Scion and Corolla vehicles. If these

vehicles are driven in extremely coldconditions there is a possibility that the

moisture on the positive crankcase

ventilation (PCV) port may condense and

seep into the brake system vacuum port,

where it could freeze and cause partial

braking failure.

If there is No Quality?

August 2009


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August 5, 2009La Siesta Yayita Baby Hammocks

are being recalled by Kaplan

Early Learning Company, ofLewisville, North Carolina.

The recalled baby hammock can flip over,posing a serious fall hazard and strangulation

hazard to infants who become entrapped in

the seats restraint straps while upside down.


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July 2, 2009iPhone users around the world are

complaining about buying hot iPhones,

Some iPhones are having the same type

of overheating battery problems

prevalent in other small computer

batteries which have been recalled over

the last few years

http://www.usrecallnews.com/index.php?s=computer+batteryhttp://www.usrecallnews.com/index.php?s=computer+batteryhttp://www.usrecallnews.com/index.php?s=computer+batteryhttp://www.usrecallnews.com/index.php?s=computer+battery


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May 2, 2009

Hydroxycut Recall Alert:

The FDA is warning

consumers to stop usingHydroxycut health

supplements due to an

association with serious

liver damage.



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More reports of erratic behavior and suicide have

been associated with the use of Chantix, a drug

that was designed to help people stop smoking andwas approved by the Food and Drug Administration

just under two years ago. In November 2007, the

FDA issued a statement that they are reviewing the

possible Chantix suicide side effects and that therehave been over 100 reports received of suicidal

thoughts and severe behavioral changes within just

a few weeks of taking the drug.

http://www.usrecallnews.com/2007/11/chantix-varenicline-and-suicidal.htmlhttp://www.usrecallnews.com/2007/11/chantix-varenicline-and-suicidal.html


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Maruti recalls 500 Zens on faulty engine

assembliesTIMES NEWS NETWORK - FRIDAY,

AUGUST 12, 2005 NEW DELHI:

In whats billed as the first major

recall in the carindustrys bigvolume B-segment, market leader

Maruti is calling back roughly 500

Zens. The company said these cars

engine assemblies have been

diagnosed with coolant leakage.


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When contacted, a Maruti spokesperson

said: Although Maruti has not received a

single customer complaint on this issue,

we are moving proactively to rectify the

problem. We have identified a batch of

500 cars that may be impacted, out of

which only a few may have the problem.

But out of abundant caution, we are

changing the concerned component in all

these 500 customer cars. The affected cars

may have been bought during June andJuly 05, and all customers are being

informed individually through dealers.


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Hyundai Motor India had

replaced the grill of its Elantrabecause the customers reacted

badly to it.

Daimler-Chrysler too hadreplaced faulty brake sensors in

its cars.

Honda Siel recalled more than2,000 Accords sold in India to

replace faulty parts..



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Ford Motor Company recalls onemillion passenger cars (due to

wiper motor defect)

Firestone Tyre Company recalls 3.5million tyres. (defective tyres

leading to 200 deaths)

General Motors Europe recalls

88,000 Corsas (due to battery and

seat adjustment defects)

Mitsubishi Motors recall 400,00

vehicles (due to faulty parts)


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Maruti Udyog Limited

Reports that out of

50,000 vehicles sold

between January and

April 1997, about 1500

cars are fitted with

defective pinion in thesteering assembly.

Decides to recall the

vehicles.


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Maruti Udyog Limited

Notifies 75728 Omni MPFIvehicles as having

improper routing of hose.

Informs the customersthrough advertisement

dated 06 October 2001 to

get their vehicles checked

and repaired.


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If there is No Quality, what are theconsequences?

To the customer

Damages

Injuries Loss of life

Loss of property

Loss of money, time, energy,..


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If there is No Quality, what are theconsequences?

To the manufacturer

Recalls

Legal battles Loss of goodwill

Refunds

Replacements

Reworks Scrap


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When there is No Quality, both

the manufacturer and thecustomer suffer. Others directly

or indirectly associated with the

product/service will also suffer.In general it is a loss to the

society


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Quality in a product or service is notwhat the supplier puts in. It is what the

customer gets out and is willing to payfor. A product is not quality because it ishard to make and costs a lot of money,

as manufacturers typically believe. Thisis incompetence. Customers pay only forwhat is of use to them and gives themvalue. Nothing else constitutes quality.

Peter DruckerAmerican (Austrian-born) management writer(1909 - 2005)


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Video clip on

Quality Management


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In general, thedefinitions can bedivided into:

An internalorientation, fromcompanys perspective.

An externalorientation, from thecustomers perspective.

What is Quality?


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Quality is consistentlymeeting or exceeding the

customers needs and

expectations

A Definition of Quality Used

by Many Companies:


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A philosophy that involves everyone in anorganization in a continual effort to improve

quality and achieve customer satisfaction.


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ROAD TO

TOTAL

QUALITY

Clearly defining what Quality is

Developing quality standards

Developing meaningful measurements

of quality

Conducting quality training for the entire

organization


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Quality Policy

Defect Prevention

and NOT

Defect Detection and

Subsequent Correction

DO IT RIGHT THE FIRST TIME,THE NEXT TIME, AND EVERYTIME


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Introducing LAQTAAQ

Learning About Quality Through

Abbreviations, Acronyms, and

Quotations (LAQ TAAQ)


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Learning About Quality Through

Abbreviations, Acronyms, and

Quotations (LAQ TAAQ)Abbreviation

A shortened form of a word or a phrase

AcronymA word formed by the initial letters of

several words

QuotationsA passage or expression cited for a specific

purpose or context, usually attributed to

famous or popular sources or persons


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Fix Or Repair Daily

Fix It Another Time

Quality

comparison?


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Session 1- (LAQ TAAQ)

Together EverybodyAchieves More

We are what we repeatedly do.Excellence, then, is not an act, but habit

- Aristotle

TEAM


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Big Q and small q

Expression that contrasts the differencebetween striving for quality in all of the

firm's products and processes (the big

'Q') and striving for quality in a limited orspecific area (the little 'q').

Read more:

http://www.businessdictionary.com/definition/big-Q-little-q.


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Quality A Long

Journey?

session 1 tqm overview

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