1. Instructor: DR. Hussein Reda
Special Topics In Industrial Engineering
(IE 490)
General information about TQM
Wael Bafageeh LAB201
Instructor: DR. Hussein Reda

2. Total Quality Management
The concept of Total Quality Management is considered as a one of modern management concepts that aim to improve the development and performance on an ongoing basis that by responding to the client's requirements. We will begin in the quality definition and understanding of the meaning of quality before going into the concept of Total Quality Management

3. First: quality definitions
A lot of people understand that the quality is Means a good quality or original raw

4. Some definition from Scientists and philosophers
Fitness for use [Juran] Conformance to specifications [Crosby] Predictable degree of uniformity [Deming] Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs [ISO] The loss to society [Taguchi]

5. What We conclude?
We conclude from these definitions that is 1-(quality) related to the client perspective and his expectations 2- it can be combined with these definitions and develop definition for Total quality management because it (meet the needs of the client and its expectations)

6. Second: Total Quality Management definitions
There are many definitions for TQM and Researchers differ in their definition Here some definitions that will help you to realization the TQM concept

7. Definition 1: The work of the right things in the right way from the first attempt Definition 2: continuous development of quality, productivity and efficiency Definition 3: Is a cooperative form of business performance depends on the joint capacities of all management and staff with a view to continuous improvement in quality and productivity

8. Definition 4: Strong focus on customer needs and their satisfaction by continuous development of the operations final results to meet the client's requirements Definition 5: Development and improvement of tasks to accomplish a process starting from the supplier to the customer so that they can cancel unnecessary or duplicate tasks that do not add any benefit to the client

9. All of these definitions although they differ in their wording and their meanings but they carry one concept that is a customer satisfaction. Also, these definitions joint in reads as follows : 1-Continuous improvement in the development to acquisition of Long-term results 2-Teamwork with several members of different expertise 3-respond to customer requirements

10. Third: Gurus of TQM
1-Feigenbaum: 1- Is the first to introduce the concept of Total Quality Control (TQC) 2- Emphasis on organizational structure 2-deming: 1- Emphasis on statistical methods in quality improvement 2- is the first to use of statistical methods in quality control during World War II 3- Deming developed fourteen principle related to improving the quality and statistical methods 3- Ishikawa: 1- Developed Cause & Effect diagram 2- Emphasis on the education and training of workers on quality control techniques 3- Developed quality circle concept

11. 1- Written several books on the issue of Total Quality Management
4- Taguchi
1- Insert the statistical design of experiments as a means to control the standard deviation and the variability
5- Juran
1- Written several books on the issue of Total Quality Management
2- Emphasis on managerial role in quality implementation
6- Crosby
1- He considered the founder of the first collage of quality
7- Shewhart
1- Discussed the concept of the continuous improvement cycle (Plan Do Study Act) in his 1939 book
2- Introduced statistical control chart concepts
3- Statistical Method From the Viewpoint of Quality Control

12. Forth: The objectives of total quality management and its benefits
The main objective of applies TQM program in companies is: Develop the Quality of products and services with reducing costs and minimizing wasted time and effort to improve the service provided to customers and gain their satisfaction.

13. The main objective of the quality includes three important major benefits: 1. Reduce costs: the quality requires do the right things in the right way in the first time that means reducing the defective stuff or unfinished thus reducing costs 2. Reduce the time required to accomplish the tasks for the customer: in the procedures established by the institution for accomplish the services for customer has focused on achieving goals and monitor thus had long procedures which mean a negative impact for the customer 3. Achieve quality: by developing products and services according to customers' desire. The lack of attention to quality leads to increase the time to perform and accomplish tasks and increase business control thus increasing complaints of beneficiaries of these services

14. Here a set of objectives and benefits of applies total quality management program: 1-Creating an environment that supports and maintains continuous development 2-The involvement of all employees in development 3-Follow and development the tools to measure the performance of operations 4-Reduce the tasks and necessary activities to transform inputs (raw materials) to the products or services that have value to customers 5-Creating a culture that focus strongly on customers

15. 6-Improve the output of quality 7-Increase the efficiency by increase cooperation between departments, encourage teamwork 8-Improve profitability and productivity 9-Learn to make decisions based on facts not feelings 10-training Staff on the process development method

16. 11-Reduce useless and repetitive tasks and in work time 12-Increased ability to attract customers and reduce complaints 13-Increase the proportion achieving the main objectives of the company 14-Improve confidence and the work performance of employees

17. Fifth: Elements for Successful TQM Implementation
1-Customer focus- needs, loyalty 2-Professional skills through well designed training programs 3-New technology 4-Process Innovation 5-Top management commitment 6-Communication 7-Empowerment 8-Attitudes and behaviors

18. sixth:Barriers to Successful TQM Implementation
1-Subjectivity 2-External uncertainty 3-Intangibility of products 4-Lack of recourses 5-Short term goals 6-Lack of training 7-Lack of communication