Total Quality Management Total quality Management revolves around three main theme: The Customer The Process The People Company’s vision, mission and management commitment bind the customer, process and people into an integrated whole. Nayyer Kazmi

Total Quality Management Vision: What the company want to be? Mission: Lays out the company’s strategic focus Every employee should understand the company’s vision and mission so that individual efforts should contribute to the company’s mission Quality Policy is the company’s road map and it indicates what is to be done. Procedures and processes indicate how is to be done, where and when and who is do it Management commitment should exist at all level Top management envisions the strategy and creates policy Middle management works on implementation Operational management use appropriate quality management tools and techniques Nayyer Kazmi

TQM: Customer Focus Internal and External Customers Customer need and expectations Quality of products and services and warranty policies offered by the competitors directly influence customer expectations Truthful advertisement can shape the public’s expectations Difference between customer’s expectations and satisfaction Customer survey can help to determine discrepancies between expectations and satisfaction Gap analysis: taking measures to eliminate discrepancies Nayyer Kazmi

TQM: The Process Management is responsible to analyze the process to continuous improvement Self-Directed Cross-functional Teams: Cross-functional Teams generating alternative feasible solutions Self-directed teams given authority to make decisions and make appropriate changes in the process Integrating vendors into the process improves the vendors products which leads to better final products. Nayyer Kazmi

TQM: The People Human capital – organization’s most important asset Empowerment involves employees in the decision making process so that they take ownership of their work and the process Individual find better ways to do a job which source of pride and leads towards motivation Elimination of redundant or non-value added tasks or combining operations Open Channel Communication Empower people to break down interdepartmental barriers Interaction between marketing and product design departments are imperative to incorporate customer need into the product. Nayyer Kazmi

TQM: The Organizational Culture Culture is the beliefs, values, norms, and rules that prevail within organization How is business conducted? How does management behaves? How are employees treated? What gets rewarded? How does the reward system work? How is input sought? How important are ethics? What is social responsibility of the company? One culture may embrace a participative style of management that empowers its employees and delights the customer with innovative and timely products, another culture may choose short-term profit over responsibility to the community at large GE enormous contribution to support education, the arts, the environment, and human services organizations worldwide Nayyer Kazmi

Features of a TQM Model Customer needs and expectations Difference between customers expectations and satisfaction Customer Company vision and mission Management Commitment People Process Organization Culture Empowerment Open channel communication Self-directed cross functional teams Process analysis and continuous improvement Integration of vendors Nayyer Kazmi Source: Fundamentals of Quality Control and Improvement by Amitava Mitra

Xerox Corporation – Leadership Through Quality Case Study Xerox Corporation – Leadership Through Quality Nayyer Kazmi