1. TQM

2. What does TQM mean? Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.

3. Basic Tenets of TQM The customer makes the ultimate determination of quality Top Management must provide leadership and support for all quality initiatives Preventing variability is the key to producing high quality Quality goals are a moving target, thereby requiring a commitment toward continuous improvement Improving quality requires the establishment of effective metrics. We must speak with data and facts not just opinions.

4. Quality Throughout “A Customer’s impression of quality begins with the initial contact with the company and continues through the life of the product.” –Customers look at the total package - sales, service during the sale, packaging, deliver, and service after the sale. –Quality extends to how the receptionist answers the phone, how managers treat subordinates, how courteous sales and repair people are, and how the product is serviced after the sale. “All departments of the company must strive to improve the quality of their operations.”

5. Total Quality Management The TQM System Customer Focus Process Improvement Total Involvement Leadership Education and Training Supportive structure Communications Reward and recognition Measurement Continuous Improvement Objective Principles Elements

6. PDCA Cycle Check Act Plan Do

7. Chain Reaction Imp Quality Cost Decreases Productivity Capture Market with better quality & low prices Stay in Business Provide more Jobs

8. Dimensions of Quality Performance - main characteristics of the product/service Aesthetics - appearance, feel, smell, taste Special features - extra characteristics Conformance - how well product/service conforms to customer’s expectations Safety - Risk of injury Reliability - consistency of performance

9. Dimensions of Quality Durability - useful life of the product/service Perceived Quality - indirect evaluation of quality (e.g. reputation) Service after sale - handling of customer complaints or checking on customer satisfaction

10. Methods for Generating Ideas Brainstorming –Generate a free flow of idea in a group of people Quality circles –Group of workers who find ways of improving Interviewing: Benchmarking: Measure against best 5W2H –what, why, where, when, who, how, how much

11. Simple QC Tools Tools Developed for operators with little or no training in SPC Tools based on observation and not analysis Tools help identify major problems and possibly causes of problems. Require Detailed analysis by expert to eliminate root cause of problem

12. Simple QC Tools Checksheet Defect Concentration Diagram (Location Plot) Cause & Effect Diagram Pareto Diagram Histogram Scatter Plot Control Chart

13. Checksheets Simplify data collection and analysis Spots problem areas by frequency of location, type or cause Tensile Strength (grams) Extrusion Head A1A2B1B2 630-6392 620-629512 610-619336 600-609313 590-599215 580-58912 Total10

14. Location Plot Shows relationship between location & defects Helps identify causes which may otherwise be difficult to detect In a real life case from AT&T Bell Labs, there were many soldering defects on a PCB, and the cause was not easily found out, until location plot was done.

15. Location Plot In this real life case from AT&T Bell Labs, one IC was at 90° to other ICs on the PCB, it was the root cause for 75% of soldering defects

16. Cause & Effect Diagram All contributing factors and their relationship is displayed Identifies problem areas for further action

17. Pareto Diagram Identifies the most significant problems Typically 80% of the problems are caused by 20% of causes

18. Histogram Shape shows distribution of data Central tendency and variation can be easily seen

19. Scatter Diagram Identifies Relationship between two variables A positive or negative relationship can be easily detected