1. Total Quality Management
THE ICFAI UNIVERSITY SIKKIM
Sonam T Venchungpa
BEE (Jadavpur University)
IIM, Bangalore

2. Brief of the Presentation
Quality
Meaning of TQM
Gurus/Marg Darshak of Quality
Philosophy of TQM
Basic Approach to TQM
Tools and Techniques
Cultural Change

3. Dimensions of Quality Dimension Meaning and Example Performance
Primary Product Characteristics
Features
Secondary Characteristics
Conformance
Meeting Specifications or Industry Standards
Reliability
Consistency over time
Durability
Useful life
Service
Ease of repair
Response
Human interface
Aesthetics
Sensory Characteristics
Reputation
Past performance/ Brand

4. Meaning of TQM Total – Whole not part or parts
Quality – Excellence of Product or services
Management- Art or Science . A response system
Philosophy and Guiding Principles
Integration of management techniques, tools, continuous improvement

5. Gurus/Marg Darshak WA Shewhart (AT & T) : Control Charts
WE Demmings : Statistical Process Control
JM Juran (Western Electric) : Plan, Control & Improve
AV Feigenbaum : Customer Requirements
K Ishikawa : Cause and Effect
PB Cosby : Conformance.
G Tagguchi : Robust Design of Parameters & Tolerences

6. Philosophy of TQM
To integrate organizational functions in meeting customer needs
Organizations is a collection of processes
Continuously improve (knowledge & experience)
DO THE RIGHT THINGS RIGHT THE FIRST TIME EVERY TIME.

7. Basic Approach to TQM Long Term Commitment & Involvement
Focus on Customer (Internal & External)
Involvement of Human Resource
Continuous involvement of Business & Process
Integration of Suppliers and Customers
Establish Performance Measures

8. Tools & Techniques Bench Marking Information Technology
QM Systems : ISO Standards
Quality Function Deployment
Failure Mode and Effect Analysis (FMEA)
Statistical Process Control

9. TQM Framework Principles and Practice Product/Service Realization
Customer

10. Cultural Change Quality Element Previous State TQM Definition
Product Oriented
Customer Oriented
Priorities
Second to All
First among Equals
Decisions
Short Term
Long Term
Emphasis
Detection
Prevention
Errors
Operations
System
Responsibility
Quality Control
Everyone
Problem Solving
Managers
Teams
Procurement
Price
Partnership
Managers Role
Plan, Assign, Control & Enforce
Delegate, Coach, Facilitate, and Mentor

11. Thank U