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

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

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

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

6. Continuous Improvement  Requirement for competitiveness.  Focus on process & structure rather than results. StructureProcessOutcome Strategy & Design Support & Stimulate ‘Carrot & Stick’

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

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

9. Methodology 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

10. What is Quality?  Definitions  Qualitative  Quantitative

11. Why is Quality important?  Physical Outcomes  Service outcomes  Cost outcomes