ABSTRACT
To survive and thrive in today’s
cutthroat business world, we are required to implement some quality management
program that delivers an edge in productivity, profitability and efficiency.
Quality is at everyone’s lips these days because it can make the difference
between success and failure in this dynamic world.
This paper includes the general
definition of TQM, characteristics of TQM, important techniques such as SPC,
Bench Marking, FMEA, etc and case study for placement improvement in
Thiagarajar college of Engineering, Madurai.
Total Quality Management (TQM) is an
enhancement to the traditional way of doing business. It is a proven technique
to guarantee survival in world-class competition and to improve structural,
infrastructural, attitudinal, behavioral, methodological, ways of delivering to
the end customer. TQM is a planning and management system that focuses and
aligns the organization to achieve breakthroughs for customers. This is widely
practiced by successful organizations around the world. Analog Devices,
Hewlett-Packard, Teradyne and Fortune 500 companies use TQM techniques to
narrow business issues and goals down to the important few, gain consensus, and
achieve breakthrough improvement in areas that have baffled efforts at
incremental improvement.
INTRODUCTION
Total Quality
Management (TQM) is a structured system for satisfying internal and external
customers and suppliers by integrating the business environment, continuous
improvement, and breakthroughs with development, improvement, and maintenance
cycles while changing organizational culture.
Total Quality
Management (TQM) is an enhancement to the traditional way of doing business. It
is a proven technique to guarantee survival in world-class competition. Only by
changing the actions of Management, the culture and actions of an entire
organization be transformed. TQM is for the most part common sense. Analyzing
the three words, we have
TOTAL - Made up by the whole- for the whole.
QUALITY- Degree of excellence a product or service provides
MANAGEMENT- Act, art, or manner
of handling, controlling, etc.
Therefore, TQM
is a structural system for satisfying internal and customers and suppliers by
integrating the business environment, continuous improvement and breaks through
with development improvement and maintains cycle while changing organizational
culture. The spectra of TQM are haunting each and every organization now.
Situation has changed after liberalization. Companies are changing their stance
and adopting total quality.
This method
was developed and implemented by Sundaram Information system. It is division of
Sundaram Fastermers Ltd, the first company in India
A management
philosophy, which seeks to integrate all organization functions. To focus on
meeting customer needs and organizational objectives. If views organization as
a collection of processes. It maintains that organization must suave to
continuously improve these processes by incorporating the knowledge and
experiences of workers.
TOTAL QUALITY
MANAGEMENT
DEFINITION:
To survive and
thrive in today’s cutthroat business world, we are required to implement some
quality management program that delivers an edge in productivity, profitability
and efficiency.
Liberalization
of economy, opening up the trade barrier, the gradual integration of local
market into a global environment, the internalization of engineering activities
and global access to knowledge and information has all contributed to a growing
appreciation of quality requirement and assurance in all industrial activities.
To survive and remain competitive in global market, good / services offered
should not only be of high quality but also be reliable, save energy efficient,
environmental friendly and cost effective.
Quality
scenario has undergone a major transformation in past few years, particularly
after the introduction of concepts like TQM, Zero Defect, and Quality Circle.
Regional and assurance like ISO 9000 series of quality system monitor and
ensure quality at all stages of manufacturing and production cycle.
A management
philosophy, which seeks to integrate all organization functions (marketing,
finance, design engineering production, customer services). To focus on meeting
customer needs and organizational objectives. If views organization as a
collection of processes. It maintains that organization must suave to continuously
improve these processes by incorporating the knowledge and experiences of
workers.
Total quality
management approach of an organization, centered a quality, based on the
participation of all of its members and aiming at long term cause through customer
satisfaction and benefits to all members, organization and to society.
Analyzing the
three words, we have
TOTAL- All area, all activities, all employees, Always.
QUALITY- Customer satisfaction, Customer delight.
MANAGEMENT- Structure, System, Procedure, Processes, Continuous
improvement.
TQM is a
structural system for satisfying internal and customers and suppliers by
integrating the business environment, continuous improvement and breaks through
with development improvement and maintains cycle while changing organizational
culture. The spectra of TQM are haunting each and every organization now.
Situation has changed after liberalization. Companies are changing their stance
and adopting total quality.
Total quality
management is all embracing and takes care of every aspect of quality. It
refers to the total involvement of staff in an organization together, which
includes suppliers, distributors and even customers in bringing about quality
satisfaction by promoting quality culture through quality circles, job
enrichment and effective purchasing.
This method
was developed and implemented by Sundaram
Information system. It is division of Sundaram Fastermers Ltd, the first
company in India
1)
Quality System Audit Module.
2)
A Quality System Documentation Module.
3)
A Division Module.
Audit module
conducts comprehensive Preliminary audit through a questionnaires given to
employees of the company based on an ISO compatible system.
The
documentation module helps in creating a quality system manual conformation to
ISO specification and provides on-line help on the contents of each mandatory
ISO clause. It also provides cross-references existing between various
documents and clauses, ensuring consistency of reference relationship. The
deviation module contains deviation from product and process norms laid out in
the quality system manual. It provides an online information issue like
customer complaints, market failure lack in service etc.
Actually TQM
is the next step from Quality assurance. Quality assurance is a method that
manages all activities affecting the quality of product or serving in order to
prevent faults.
There are also
six phases to achieve Total Quality Management control.
1)
Comprehension- Quality should be definable and
measurable.
2)
Commitment -
Clarity of concepts and policies with organization for it.
3)
Competence -
Develop method, tests, procedures to evaluate quality, understand the price of
nonconformance to quality.
4)
Communication - Create
awareness; resolve conflicts, co-ordinate activities, create an image of
product quality and reliability.
5)
Correction - Solve
problem of nonconformance problem is due to lack of knowledge /facilism.
6)
Continuance - Maintain
its importance; ensure exposure to sustained programmes, innovation.
The customers
today are becoming more quality conscious. To survive globally and domestically
quality revolution has become very essential. These concepts outline an
excellent way to run an organization.
According to
BRITISH Standard for TQM, BS 7850, TQM is BRITISH Management Philosophy and
company practices that aim to harness the human and material resources of an
organization in the most effective way to achieve of the organization. Quality,
in all its activities, services and products has been recognized as a major
motivator on capturing the shares.
Defining Quality
Quality is
never an accident; it is the result of intelligent efforts. There must be a
will to produce superior things or services. It is a growing realization that
continual improvements in quality are often necessary to achieve and sustain
economic performance. In recent times, the rapidly changing circumstances
became more and more challenging and QUALITY
IS RISEN CONSIDERABLY IN IMPORTANCE.
To be
successful in quality efforts there must be a firm and sustained commitment to
total quality from the top of organization to downwards.
“Quality Is Fitness For Use “ It
emphasizes the relationship between the consumer and products / services and
this relationship is constructive only if the items and services respond to the
overall needs of the user, price, delivery date and fitness for use. Quality
can be quantified as follows:
Q=P/E
Where, Q=quality
P=performance
E=expectations
If Q is
greater than 1.0 then the customer has a good feeling about the product or
service. Of course, the determination of P and E will most likely be based on
perception with the organization performance and the customer determination
exceptions.
Quality has
nine different dimensions. They are Performance, Features, Conformance,
Reliability, Durability, Service, Response, Aesthetic and Reputation.
These
dimensions are somewhat independent; therefore a product can be excellent in
one dimension and average or poor in another. Very few, if any, products excel
in all nine dimensions. For example, the Japanese were cited for high-quality
cars in the 1970’s based only on the dimensions of reliability, conformance,
and aesthetics. Therefore, quality products can be determined by using a few of
the dimensions of quality.
Dr. Deming is
credited with providing the foundation of the Japanese quality miracle and
resurgence as an economic power. He developed the following 14 points as a theory
for management for improvement of quality, productivity, and competitive
position: ----
1)
Create and publish the aims and purpose
of the organization
2)
Learn the new philosophy
3)
Understand the purpose of inspection
4)
Stop awarding business based on price
alone
5)
Improve constantly and forever the
system
6)
Institute training
7)
Teach and institute leadership
8)
Drive out fear, create trust, and
create a climate for innovation
9)
Optimize the efforts of teams, groups,
and staff areas
10)
Eliminate exhortations for the work
force
11a) Eliminate
numerical quotas for the work force
11b) Eliminate
Management by objective
12) Remove
barriers that rob people of pride of workmanship
13) Encourage
education and self employment for everyone
14) Take action
to accomplish the transformation
Benefits of installing quality system
1.
Provides a documented system &
written procedures which controls the activity / service / product/ authority /
responsibilities / interference.
2.
Promotes reputation in the market place
through customer satisfaction.
3.
Proves a system, which ensures that all
errors, deficiency, complaints and quality problem are immediately identified /
controlled / dealt with through feedback loops.
4.
Promotes staff efficiency and cost
effectiveness by motivation.
5.
Promotes improved industries
relationship through interfaces and interdepartmental co-operation and input.
6.
Controls & provides all activity /
service / product changes.
7.
Identifies and controls training needs
& improves communication.
8.
Shows commitment to quality through
maintaining consistent quality levels.
9.
Provides information for employee
induction.
TQM-Basic approach
The
history of quality control has started since 1924, from BELL Laboratories. A
quality renaissance began to occur in US products & services and by the
middle of 1980 the concept s of TQM were being publicized. The Malcolm
Baldrige National Quality Award was established and become the means to
measures TQM.
Total Quality Management means
improving the quality of work of all the people at all function in all functional
areas of an organization. This is achieved with the cooperation and
participation of all the employees by developing the capabilities of all
individuals and harnessing their untapped potential through conscious effort,
creative work and group activity (team work). It refers to total involvement of
staff in an organization together, which includes suppliers, distributors, and
even customers in bringing about quality satisfaction by promoters quality
culture through quality circle, job enrichment and effective purchasing.
Workers and supervisors have to be trained to solve the problems in products /
process variations.
Quality means satisfying the requirements
of the customer and TQM seek to attain it by moving towards the ideal of doing
the RIGHT
THINGS RIGHT THE FIRST TIME EVERY TIME through continuous improvement
in every sphere of activity.
TQM is based on
the belief that:
1
Employees are not just resources, they
are for a purpose.
2
Company hires the total man with body,
mind and intellect and not just hands.
3
Problems are with system and not with
people.
4
Variance analysis focuses on WHAT, HOW, WHY and not WHO.
5
People will be able to improve systems
and solve problems.
6
Aim is to utilize the full potential of
all employees.
7
Total employees involvement is
essential for customer satisfaction.
IMPLEMENTATION
1
Start TQM at top and allow it to
cascade down.
2
Move from detection based to prevention
based quality.
3
Make continuous improvement a part of
daily work.
4
Break organization barriers &
Provide understandings of goals.
5
Emphasize the teamwork & Show
respect for others.
6
Provide continuous education and
training.
7
Recognize /reward achievement and right
behaviour.
8
Establish a measure for quality and
manage the facts.
9
Develop customer orientation throughout
the organization.
10
Change relationship with suppliers,
wholesaler/dealers and unions/work force from adversarial to team
work/partnership.
In
implementing TQM an integrated approach with total quality control,
just-in-time, total productive maintenance and total employee involvement is
most rewarding.
The high
degree of efficiency demanded by the competitive market shifted the focus of
control to the processes and led to the adoption of a different philosophy that
is perhaps best summed up in Phil Crosby’s following four absolutes.
1
The definition
of quality in conformance to requirements.
2
The system of
quality is prevention.
3
The
performance standard is zero defects.
4
The
measurement of quality is the price of nonconformance.
Traditional approach TQM
approach
1. Productive
focus Quality
focus
2. Emphasis on
output/profit Emphasis
on customers approach
3. Dose not ensure
quality Ensure
quality and productivity
4. Emphasizes
employee performance Emphasizes
Managements role
5. Post facto
inspection Defect
prevention
6. Functional compartalisation
Integration Company-wide functional
7. Maintains
status quo / searchers Promotes continuous improvement
for
precedents / break-through
8. Suppliers and
subcontractors Suppliers and subcontractors
a liability are
partners in business.
9. Workforce-an
expenses Workforce-the key asset
10. Short term
benefits Long range focus
People orientation
Individual Team
Managing Involving and Leading
Ordering Participation, consensus
Control Empowerment
Problem
Management Problem
solving
Traditional
Pyramid structure Flattened structure
SALIENT FEATURES OF TQM
1)
Total Employee Involvement - Every people working for a purpose. Every employee has its role to play.
2)
Defect Prevention - Customer
satisfaction
3)
Continuous Systematic Improvement - Change with time.
4)
Customer Orientation -
Regular feedback, focus on customer.
5)
System Approach -
Plan/standardize do check and act.
6)
Education and Training - Continuous
development at all levels from CEO to workman.
Total employee involvement (Quality Mindedness)
An
organization consists of a number of people working for a purpose. Each and
every employee, each and every department has a role to play and everybody’s
role is equally important. An organization becomes most effective only when all
employee and all departments work together and harmoniously towards common
company objectives.
Defect Prevention
Customer
satisfaction is the key to the success of a business enterprise and satisfying
a customer means meeting every aspect of his need. Two very important aspects
of the customers needs are COST and DELIVERY and to meet these needs it becomes
essential to move from detection based-quality to prevention-based quality.
Also, in a competitive business environment, it is the market that determines
the price. Though input costs may increase due to inflation, it may not be
possible to pass on this additional cost to the customer. Therefore, with the
selling price remaining constant and the input costs going up, the only for an
organization to continue to meet profit is reducing wastes in every sphere of
activity. This calls for quality at sources and effective control of processes
to prevent defects and minimize time.
Continuous systematic
improvement
Quality means
catering fully to the requirements of the customers. but requirements change
with time and quality, therefore, becomes a moving target. Continuous up
gradation of products and services thus becomes essential to ensure quality.
Also, to stay in the race, an organization must be competitive and to remain
competitive, continuous improvement becomes essential. Improvements may be made
by solving problems through small group activities and by individual Kaizens,
always applying the PDCA cycle.
Customers orientation
This entails a
shift from product-out to market-philosophy. Right through the organization the
focus has to be on the needs of the internal and external customers. The needs
have to be assessed correctly and integrated into the product design. A system
has to be established for obtaining regular feedback customers since quality
perceived by the customers.
System approach
PDCA (plan do
check and act) and SDCA (standardize Do Check and Act) go hand in hand, holding
on to gains is not possible unless the improved processes are standardized. And
thus a systems approach to processes essential to quality assurance provides
the much-needed foundation to build on. The basic system could one meeting the
foundation to build on. The basics system could be one meeting the ISO 9000
series of international standards.
TQM awareness,
education and trainings
People are the
key to the success of a business organization. Improvements in very sphere of
activity are only possible through continuous development of the people so that
the untapped human potential may be harnessed. As Dr. Ishikawa said, TQM beings
with training of all employees from the CEO to the junior most workmen become
essential.
Awareness
1.
To obtain commitment of all employee
for the quality programmes.
2.
To convince the management and the
employees at all levels to accept quality as a way of life.
3.
To make quality as first policy &
make the customer quality minded.
4.
To assist in developing an effective
quality management of the company
5.
To help improving the quality of the
products and services
TECHNIQUES
1)
Statistical Process Control (SPC)
2)
Quality Systems
3)
Bench Marking
4)
Quality function Deployment
5)
Quality By Design
6)
Taguchi’s Quality Engineering
7)
Product Liability
8)
Failure Mode And Effect Analysis
9)
Total Productive Maintenance
10)
ISO 14000
Statistical Process Control (SPC)
SPC
is a powerful tool for improvement and optimization of a process, system,
design, etc. The seven techniques (Pareto Diagram, Cause-&-Effect Diagram,
Check Sheets, Histograms, Statistical Fundamentals, Control Charts, and Scatter
Diagrams) of SPC are powerful ones to improve the quality and hold the gains
afterwards. SPC is applicable for any type of organization----health care,
education, manufacturing, government, banking, insurance, construction etc.
This technique tool not only controls the process but has the capability to
improve it as well.
Quality Systems
The
International Organization for Standardization (ISO) was founded in 1946 in Geneva , Switzerland
The ISO
Technical Committee (TC) developed a series of five international standards for
quality systems, which were in 1987 (they are, 9000,9001,9002,9003 & 9004).
ISO-9000 which
is the starting point of TQM intends to provide integrated approach to the
problem of quality, which includes integration of:
1.
Statistical approach
2.
Quality and reliability engineering
3.
Management Technique
4.
Motivational aspects
ISO
9001– Model for Quality Assurance in Design, Development, Production,
Installation and Servicing.
ISO 9002 – Model for Quality
Assurance in Production, Installation and Servicing, detection, and correction
of problems during production and installation.
ISO
9003 – Model for Quality Assurance in Final Inspection and Test.
ISO 9004 - Quality Management and Quality
Element.
Bench Marking
Benchmarking
is a systematic method by which organization can measure themselves against
best industry practices. Also provides organized framework through which
organizations learn how the “best in class” do things. It is used both by the
manufacturing and service organization, including Xerox, Motorola, Ford,
AT&T and Toyota
Organizations
that benchmark adapt the process to best fit their own needs and culture. It is
also time and cost efficient. The primary weakness is that best-in-class
performance is a moving target.
Quality function Deployment
Quality Function Deployment (QFD) is planning tool used to
fulfill customer expectations. It is disciplined approach to product design,
engineering and production and in-depth evaluation of a product.
QFD is employed to translate customer expectation, in terms
of specific requirements, into directions and actions, in terms of engineering
characteristics, that can be deployed through - - - Product Planning, Part Development, Process Planning, Production
Planning, Service.
Quality by Design
Quality
by Design is the practice of using a multidisciplinary team to conduct
conceptual thinking, product design, and product planning all at one time. A
broad definition of Quality By Design is team of specialists who simultaneously
design and develop a product to ensure ease of producibility and customer
satisfaction.
The
primary benefit to implementing quality by design techniques is decrease in time
to market. Also benefits of
quality by design techniques are faster product development, Better quality,
less work in progress, fewer engineering change orders, and increased
productivity.
Taguchi’s Quality Engineering
This
concept of quality science was developed in United Kingdom
Product Liability
The
Marvels of technologies and competition among manufactures is a significant
factor for providing new and modified products. Un-proved technology creates
hazards. The reasons for product injuries fall generally into three areas- the
behaviour or knowledge of a product user, the environment where the product is
used, and whether the factory has designed and constructed the product
carefully using safety analysis and quality control.
Products
liability law controls the private litigation of product accidents, which
provides for compensation to the injured party. The department of commerce has
published a Model Uniform Products Liability Acts.
Failure Mode And Effect Analysis (FMEA)
Failure
Mode And Effect Analysis is an analytical technique (a paper test) that
combines the technology and experience of people in identifying foreseeable
failure modes of a product or process and planning for its elimination.
Intent
of FMEA is done by continuously measuring the reliability of the machine,
products, or process. There are four Stages of FMEA:
1.
Specifying possibility
2.
Quantifying risk
3.
Correcting high risk causes
4.
Re-evaluation of risk
Total Productive Maintenance (TPM)
Total
Productive Maintenance is keeping the current plant and equipment at its
highest productive level through cooperation of all areas of the organization.
Analyzing TPM in three words we have:
1.
Total = All encompassing by maintenance
and production individuals working together.
2.
Productive = Production of goods and
services that meet or exceed customers expectations.
3.
Maintenance =
Keeping equipment and plant in as good as or better than the original condition
at all times.
ISO 14000
Many aspects of ISO 14000 are
basically the same as ISO 9000.This series is divided into two separate areas -
the Organization Evaluation Standards and the Product Evaluation Standards. The
Organizational Evaluation Standards consists of three categories:
1.
Environmental Management System (EMS )
2.
Environmental auditing (EA)
3.
Environmental Performance Evaluation
(EPE)
The
Product Evaluation Standards also consists of three categories:
1.
Environmental Aspects in Product
Standards (EAPS)
2.
Environmental Labeling (EL)
3.
Life-Cycle Assessment (LCA)
The
ISO 14000 will play a significant role in the environmental improvement of the
planet. The common terminologies allow people in different countries to speak
to each other, for improvement ideas, prevention ideas, and system problems.
A Case Study of Placement Improvement:
Many organizations, especially small ones with a niche, are
comfortable with their present state. They are satisfied with the amount of
work being performed, the profit realized, and perceptions the customers are
satisfied. Organizations with this culture will see little need for TQM until
they begin to lose market share.
Once an
organization embarks on TQM, there will be obstacles to its successful
implementation. The eight most common obstacles determined by Robert J. Masters
are:
1.
Lack of management commitment &
improper planning.
2.
Inability to change organizational
culture.
3.
Lack of continuous training and
education.
4.
Incompatible organizational structure,
isolated individuals, departments & inadequate use of empowerment and
teamwork.
5.
Ineffective measurements techniques and
lack of access to data and results.
6.
Paying inadequate attention to internal
and external customers.
CONCLUSION
TQM is an
management philosophy which seeks to integrate all organizational functions by
attaining deserved specifications, increased market share, customer satisfaction,
increased productivity, increased sales, cost reduction, zero defect etc. Also
its main aim is customer satisfaction and benefits to all members of the
organization and the society.
In early 1990s
all multinational companies estimated the demand of global level and increased
their manufacturing capacity accordingly. This resulted in market saturation
and recession in economy. It has become tough time to promote in market. A
necessity of ‘good quality’ has moved to ‘competing quality at lowest price’.
In the present scenario companies are changing their stances and adopting total
quality. The TQM helps in understanding these processes and managing them
effectively to meet the needs of the customers. There is guarantee of customer
satisfaction if quality process is attained.
Total Quality
Management aims at improving the quality of work service, information, process,
people, system, objectives and even management. The changing forces influencing
the destiny of businesses and business houses have called for considerably
sophistication in the management of quality and this sophistication has been
achieved in TQM
REFERENCES
1)
Total Quality Management- Dale H.
Besterfield, Carol Michna, Glen Besterfield.
2)
ISO9000 A Manual For TQM – Suresh
Dalela
3)
TQM – Jagdeep Kalron
4)
Quality Control TQM – P.L.Jain
5)
TQM- Winchell, William
6)
www.iqd.com/tqm.htm
7)
www.skynetcom
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