1. Total Quality Management
Introduction to TQM By
Abdulla Jassim Abdulla

2. Basics of TQM Involvement and Empowerment Teamwork Scientific Tools
Commitment
Training and Education
Customer focus

3. CONTINUOUS IMPROVEMENT
Joiner Triangle
Summary of the basics of TQM
CONTINUOUS IMPROVEMENT
CUSTOMER FOCUS
SCIENTIFIC APPROACH
TEAMWORK

4. Customer Focus Survival of any organization is dependent on customers.
Customer Satisfaction.
External Customers:
Internal Customers:

5. Continuous Improvement
Requirement for competitiveness.
Focus on process & structure rather than results.
Structure
Process
Outcome
Strategy & Design
Support & Stimulate
‘Carrot & Stick’

6. Teamwork Utilizing everyone’s knowledge
Shift away from Internal competition.
Involve suppliers as well as customers.
Old theories: F.W. Taylor

7. Scientific Approach 7 basic tools of quality. Statistical Tools.
Analytical approach.
Improvement Methodology (FOCUS)
Change Methodology (PDSA)

8. Methodology P Plan the change F find a process to improve
O organize an improvement effort.
C clarify the current process.
U Understand process variation
S select improvement strategies
P Plan the change
D Do or implement the change
C check the results
A act upon the data to reinforce or modify the change

9. What is Quality?
Definitions
Qualitative
Quantitative

10. Why is Quality important?
Physical Outcomes
Service outcomes
Cost outcomes