Bangladeshi

Contents:

1. Definition
2. Objectives
3. Pillars
4. Basic Concepts
5. Importance
6. Basic Tenets
7. Benefits
8. Elements
9. Principles
10. Tools
11. Models

Definition:

Total Quality Management (TQM) is an approach by the management & employees of a organization in order to meet or exceed customer satisfaction level.

Objectives:

1. Fulfill the customer requirement.
2. Continuous improvement of quality.
3. Building good relationship & trust among the employees at every level in the organization.

Pillars:

1. Problem solving discipline.
2. Interpersonal skills.
3. Teamwork.
4. Quality improvement process.

Basic Concepts:

1. Management Commitment.
2. Customer Focus.
3. Involvement & utilization of entire workforce.
4. Continuous Improvement.
5. Treating suppliers as partners.
6. Establish performance measures for the processes.

Importance:

1. Ensures superior quality products and services.
2. Essential for customer satisfaction which eventually leads to customer loyalty.
3. Ensures increased revenues and higher productivity for the organization.
4. Helps organizations to reduce waste and inventory.

Basic Tenets:

1. The customer makes the ultimate determination of quality.
2. Top management must provide leadership and support for all quality initiatives.
3. ‘Preventing variability’ is the key to producing high quality.
4. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement.
5. Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions.

Benefits:

1. Improved quality.
2. Employee participation.
3. Team work.
4. Working relationships.
5. Customer satisfaction.
6. Employee satisfaction.
7. Productivity.
8. Communication.
9. Profitability.
10. Market share.

Elements:

1. Integrity
2. Ethics
3. Trust
4. Leadership
5. Teamwork
6. Training
7. Communication
8. Recognition

Principles:

1. Management Commitment: i) Plan (drive, direct) ii) Do (deploy, support, participate) iii) Check (review) iv) Act (recognize, communicate, revise)
2. Employee Empowerment: i) Training ii) Suggestion scheme iii) Measurement and recognition iv) Excellence team.
3. Fact Based Decision Making: i) SPC (Statistical process control). ii) DOE(Design of Experiment). iii) FMEA(Failure Mode & Effect Analysis). iv) The 7 statistical tools.
4. Continuous Improvement: i) Systematic measurement. ii) Excellence teams. iii) Cross-functional process management. iv) Attain, maintain, improve standards.
5. Customer Focus: i) Supplier partnership. ii) Service relationship with internal customers. iii) Never compromise quality. iv) Customer driven standards.

Tools:

1. Check List
2. Pareto Chart
3. The Cause and Effect Diagram
4. Histogram
5. Scatter Diagram
6. Graphs
7. Control Chart

Models:

1. Deming Application Prize.
2. Malcolm Baldrige Criteria for Performance Excellence.
3. European Foundation for Quality Management.
4. ISO quality management standards.