Barriers to TQM Lack of Management Commitment Misunderstanding about TQM Concept Improper planning Lack of employees commitment Lack of effective communication Lack of interest or incompetence of leaders Inadequate use of empowerment and team work Delay of quality improvement team’s recommendation. Ineffective measurement techniques. Lack of faith in and support to TQM activities among management personnel Failure to appreciate TQM as a cultural revolution

Quality Statements Vision Statement Mission Statement Quality Policy Statement

Vision Statement Short declaration of what organization aspires to be tomorrow Where leadership sees the organization in the future Describes aspiration for the future, without specifying the means that will be used to achieve those desired ends

Characteristics Easily understood by all stakeholders Challenging, yet attainable Capable of stirring excitement for all stakeholders Not concerned with numbers Capable of creating unity of purpose among all stakeholders Briefly stated, yet clear and comprehensive in meaning.

Mission Statement Key Elements Obligation to stakeholders Scope of the business Sources of competitive advantage View of the future

Quality Policy Statement It is a guide for everyone in the organization as to how they provide products and service to the customers Used as a guide to managerial action Important requirement of ISO 9000 Quality systems.

Customer Focus Customer Orientation Customer Satisfaction Customer Complaints Customer Retention

Factors Influencing Customer Perception of Quality

Customer Satisfaction Who are the Customers Types of Customers Customers Supplier chain

Customer Complaints What is Customer Complaint Why is Customer Complaint Necessary Sources for Customer Complaint Related to Product Itself Related to After Sales Service Feedback Collection Tools

Feedback Collection Tools Comment Cards Customer questionnaire Post-transaction surveys Report cards Focus Groups Social Media Toll-Free telephone numbers Customer Visits Employee feedback

Customer Complaint Flowchart

Customer Retention Process of retaining the existing customers. It is more powerful effective than customer satisfaction Customer care: Every activity which occurs within an organization that ensures that a customer is not only satisfied but also retained.

Costs of Quality Concept and Definition of Quality Costs Cost of Quality Mountain Elements of Quality Costs Optimum Quality Costs (Economic Model)

Elements of Quality Costs Prevention Costs Appraisal Costs Internal Failure Costs External Failure Costs

Optimum Quality Costs (Economic Model) Costs of Internal and external failure Curves Costs of Appraisal plus prevention curve Total quality costs curve