Awareness on the Basis of
Total Quality Management
Dr Mohamed Buheji
1 ITQAN Management
Consultancy(c) - Awareness -
What is Quality, Quality
Control, Quality Assurance,
and Quality Management
System for any
Organisation ?
2 ITQAN Management
Consultancy(c) - Awareness -
USE FEATURES FUNCTION
PRICE
PERCEPTION FEATURES
3 ITQAN Management
Consultancy(c) - Awareness -
What is QUALITY
According to the American Society for Quality
Control, “quality is the totality of features and
characteristics of a product or service that bear on
its ability to satisfy given needs.
“Functions” relates to the ability of the product to do
the job for which it was purchased.
“Use Features” relate to how the customer interface
with the product.
“Perception Features” relate to the customer appeal
or how the customer fells about the excitement of
the product.
“Price” is in reality a trade off with the other ways a
customer perceive quality it is a value the customer
4places on the product to determine
ITQAN Management whether a
purchase is made. Consultancy(c) - Awareness -
Concepts of quality and
historic evolution?
Definitions for quality?
Fitness for the purpose
Conformance to requirements
Customer satisfaction / delight
ISO definition:
“ The totality of characteristics of an entity that bear on
it’s ability to satisfy stated and implied needs “
5 ITQAN Management
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Quality Cost
Preventive Internal Failure
Input Quality Output
Cost
Appraisal External Failure
6 ITQAN Management
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Four major Categories for
Quality Costs are:
1- Preventive:costs incurred in planning,
implementing and maintaining a quality system that
will ensure conformance to quality requirement at
economical levels (Training)
2- Appraisal: costs incurred in determining the degree
of conformance to quality requirements. (Inspection)
3- Internal Failure: costs arising when products,
materials and components fail to meet quality
requirements prior to shipping to the customer
(scrap)
4- External Failure: costs incurred when products fail
to meet quality requirements after shipping to
customer.
7 (warranty claims)
ITQAN Management
Consultancy(c) - Awareness -
Total Quality Total Quality Assurance
Assurance
Total Quality Total Quality Management
Management
Quality Assurance
Quality Assurance (Process improvement)
Quality Quality Control
Control (Prevention of defects)
Inspection Inspection
(Sorting good from bad products)
1.1 The Phases of Development of Quality Assurance Systems
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Consultancy(c) - Awareness -
Start
Receive customer requirements
N Check if I received
right
Check the
N
capability
Submit the
capability
Y
Customer decision Y Heat the
D
water
N
N Check water
boiling
Y
A
Add tea, sugar, milk as required
Stir C
9 ITQAN Management
B
Consultancy(c) - Awareness -
B
Present the tea
Wait until
customer taste tea
Ask customer for feedback
N Customer
satisfaction
Is it
Possible to re-
satisfy customer
N
Y
Ask customer if he has a
time to repeat the process Y
Add the required
Customer
decision
Y C
Keep a record
D N A
End
10 ITQAN Management
Consultancy(c) - Awareness -
Concepts of quality and historic evolution?
Definitions for quality?
Fitness for the purpose
Conformance to requirements
Customer satisfaction / delight ISO definition:
“ The totality of
characteristics of an
entity that bear on it’s
ability to satisfy stated
and implied needs “
11 ITQAN Management
Consultancy(c) - Awareness -
Quality Management System
Quality Control:
“ Operational techniques and activities that are used to fulfill
requirements for quality ”
• Quality control is reactive in nature;
• Quality assurance is pro-active in nature;
• Quality management system uses both quality control & quality
assurance;
12 ITQAN Management
Consultancy(c) - Awareness -
Quality Management System
Quality Assurance:
“ All the planned and systematic activities implemented within
the quality system, and demonstrated as needed to provide
adequate confidence that an entity will fulfill requirements
for quality ”
Two aspects of quality assurance are:
1. External – quality assurance provides confidence to
customers;
2. Internal – quality assurance provide management with
confidence that the needs for customers are understood at
all times, and that we have the established capability to
meet this requirements at lowest possible cost, thus making
profit;
13 ITQAN Management
Consultancy(c) - Awareness -
Quality Improvement Techniques
1- Cause & Effect Diagram
2- Pareto Diagram
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Consultancy(c) - Awareness -
Work Ishikawa
People Materials
Methods 1943
Fish-bone
diagrams
Quality
Characteristics
Work Equipment Measurement
Methods
15 ITQAN Management
Causes Consultancy(c) - Awareness - Effect
What is Cause & Effect
Diagram ? (Qualitative Approach)
It is a tool that helps identify, • Benefits of Using a
sort, and display possible
causes of a specific problem Cause-and-Effect
or quality characteristic. Diagram
It graphically illustrates the • ❑ Helps determine root causes
relationship between a given ❑ Encourages group
outcome and all the factors participation
that influence the outcome. ❑ Uses an orderly, easy-to-read
This type of diagram is • format
sometimes called an ❑ Indicates possible causes of
"Ishikawa diagram“ or a variation
"fishbone diagram". ❑ Increases process knowledge
❑ Identifies areas for collecting
data
16 ITQAN Management
Consultancy(c) - Awareness -
Cause-And-Effect Diagram
(CE Diagram)
Used to investigate either:
1- “bad” effect and to take action to correct
the causes. OR
2- “good” effect and to learn those causes
responsible.
17 ITQAN Management
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Cause and Effect Diagram
Phone NOT Answered
18 ITQAN Management
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Why Use a Pareto Chart?
Pareto Chart is a bar chart that ranks problems
or causes of problems in descending order
from left to right on a horizontal axis
Breaks big problem into smaller pieces ❑
Identifies most significant factors ❑
Shows where to focus efforts ❑
Allows better use of limited resources ❑
19 ITQAN Management
Consultancy(c) - Awareness -
Constructing a Pareto Chart
Step 1 - Record the data
Step 2 - Order the data
Step 3 - Label the vertical axis
Step 4 - Label the horizontal axis
Step 5 - Plot the bars
Step 6 - Add up the counts
Step 7 - Add a cumulative line
Step 8 - Add title, legend, and date
Step 9 - Analyze the diagram
20 ITQAN Management
Consultancy(c) - Awareness -
Pareto Diagram
(Example)
21 ITQAN Management
Consultancy(c) - Awareness -
Pareto Diagram
(Example)..con’t
22 ITQAN Management
Consultancy(c) - Awareness -
Pareto Diagram
(Example).
23 ITQAN Management
Consultancy(c) - Awareness -
Quality Management System
Quality Management System:
“ All activities of overall management function that
determine quality policy, objectives and
responsibility, and implement them by means such
as quality planning, quality control, quality
assurance and quality improvement ”
24 ITQAN Management
Consultancy(c) - Awareness -
What is ISO ?
• ISO (International Organization for Standardization) is a
worldwide federation of national standards bodies from
approximately 140 countries (1 from each);
• ISO is a non-governmental organization established in 1947;
• Objective – is to promote the development of standardization in
the world with a view to facilitate the international exchange of
goods and services, and to develop cooperation in the spheres
of intellectual, scientific, technological and economic activity;
• ISO’s name – came from the Greek word “ isos “
means “equal“.
25 ITQAN Management
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ISO 9001:2000 Ensures PDCA
The QMS must be used for
continuous improvement ...
Plan Do
Results
Act Check Measure/Monitor Results Against Objectives
- Improve Process and Change QMS as
Needed to Achieve and Sustain Desired
QMS Results
Improvement Objective
Baseline Performance
26 ITQAN Management
Consultancy(c) - Awareness -
Quality Management Continual Improvement
C C
Management
R S
U Responsibility U
e a
S q t S
T u Measurement Analysis i T
i Resource s
O Management Improvement O
r f
M e a M
E m Product Output c E
e Input Realization Product t
R n i R
t o
s n
27 ITQAN Management
Consultancy(c) - Awareness -
PDCA Cycle applied to ISO 9001:2000
clause 4.1
ACT PLAN
Identification of
Implementation of
sequence, interaction
improvement
criteria & methods
( Clause 4.1f )
( Clause 4.1 a,b,c )
CHECK DO
Monitoring,
Implementation of
Measurement
the planning
& Analysis
( Clause 4.1.d)
28
( Clause 4.1e) ITQAN Management
Consultancy(c) - Awareness -
0 Introduction
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system requirements
5 Management responsibility
6 Resource management
7 Product and/or service realization
8 Measurement, analysis and improvement
29 ITQAN Management
Consultancy(c) - Awareness -
Quality of Customer Services
for GOYS are Evaluated by..
AtmosphereSpeed
Extras
•Variety
Location
•Calling area Core
Product
service
Range
Quality Service
surround
Cost
Technology
Services are integrated product/service offerings
30 ITQAN Management
Consultancy(c) - Awareness -
GOYS Staff are in the steps of
appreciating Process Managt. &Ownership
Monitor & Measure the Process
make sure the inputs are right, the transformation
activities consistently work, and the desired results
are achieved, then - improve the process as needed
Input Activity Output
Right Resources: Desired Results:
Qualified People
Quality Products
Right Facilities/Equipment
Quality Services
Correct Materials
Customer Satisfaction
31
Proven Methods ITQAN Management
Consultancy(c) - Awareness -
GOYS Staff would appreciate now
how they can be measured.
Efficient Effective
No Waste Desired Results Achieved
Input Activity Output
Right Resources: Desired Results:
Qualified People Quality Products
Right Facilities/Equipment Quality Services
Correct Materials Customer Satisfaction
Proven Methods
32 ITQAN Management
Consultancy(c) - Awareness -
Satisfied
Customer
Improve Plan
Characteristics
of Learning
Organisation
Communicate Do
Check , Monitor ,
Measure,
Data Analyze
33 ITQAN Management
Consultancy(c) - Awareness -
What is Total Quality
Management (TQM) & how
we plan to implement?
34 ITQAN Management
Consultancy(c) - Awareness -
IMC Definition of TQM
• Is philosophy for Change through Quality
concepts that would focus on the necessary
characteristic of growth, peak performance with
continuous improvement methodology &
(Internal – External) Customer Satisfaction
measurement.
35 ITQAN Management
Consultancy(c) - Awareness -
Improvement Methodology
Tools and Techniques
The improvement methodology outlined here
(EIGHT STEPS) instructs the user to:
❑ Understand
❑ Select
❑ Analyze
❑ Generate alternatives
❑ Select a solution
❑ Plan and gain approval
❑ Institute
❑ Check.
36 ITQAN Management
Consultancy(c) - Awareness -
Quality Management Principles
standardized by ISO 9004:2000 &
TQM
1. Customer focused Organization
2. Leadership
3. Involvement of people
4. Process orientation
5. System approach to management
6. Continuous Improvement
7. Factual approach to decision making
8. Mutually beneficial supplier relationships.
Continual Improvement
Continual improvement should be a permanent objective of the
organization. This requires :
1. Measurement of quality
2. Analysis of quality data and investigations for non conformities.
3. Seeking opportunities for improvement rather than reacting to quality
problems.
4. Benchmarking “ learning from others experiences “
IMPLEMENTATION TQM
CONTINUOUS PROCESS IMPROVEMENT
INSTITUTE CHANGE
COMMITMENT
RECOGNIZE ACCOMPLISHMENT
DEVELOPMENT SUPPORT STRUCTURE EXECUTIVE
STEERING GROUP
IMPROVEMENT TEAMS
AWARENESS
DETERMINE PROCESS CAPABILITIES
PROVIDE RESOURCES
VISION
PROVIDE TR AINING
EDUACTION
CRITICAL PROCESSES
TOOLS AND APPLICATION
39 ITQAN Management
Consultancy(c) - Awareness -
TQM supports managers in the
pursuit of excellence
EXECUTIVE
VISION
COMMITMENT
An Example of a
STRATEGIC GOALS support model
STEERING GROUP
CRITICAL PROCESSES TQM
ROLE MODELING
MIDDLE
MISSION
IMPROVEMENT
GAOLS
PROCESSES IMPROVEMENT
FUNCTIONAL IMPROVEMENT
PRIORITIZE IMPROVEMENT TQM
OPPORTUNTIES OPERATING
IMPROVEMENT
GOALS
SKILL ENHANCEMENT
40 PROCESS IMPROVEMENT
ITQAN Management
FUNCTIONAL
Consultancy(c) - Awareness -IMPROVEMENT
IMPROVEMENT TEAMS
CATEGORY PREVIOUS STATE NEW CULTURE
Mission Maximum return on Ethical behavior and customer
investment management by satisfaction Climate for
objectives (ROI/MBO) continuous improvement ROI
a performance measure
Customer Requirements Incomplete or ambiguous Use of a systematic approach
understanding of customer to seek out, understand, and
requirements external customer
requirements
Suppliers Unidirectional relationship Partnership
Objectives Orientation to short – term Deliberate balance of long
objectives and action limited term goals with successive
long term perspective short term objectives
Improvement Acceptance of process Understanding and
variability and subsequent continually improving the
corrective action assigning process
blame as the norm
Problem-Solving Understated individual Predominantly participative &
problem- solving and decision inter-disciplinary problem-
making solving and decision making
based on substantial data
41 ITQAN Management
Consultancy(c) - Awareness -
CATEGORY PREVIOUS STATE NEW CULTURE
Jobs and People Functional ,narrow scope Management and employee
management - controlled involvement work teams
integrated functions
Management Style Management style with Open style with clear and
uncertain objectives that instills consistent objectives, which
fear of failure encourages group-derived
continuous improvement
Role of manger Plan, organize, assign, control, Communicate, consult,
and enforce delegate, coach, mentor, remove
barriers, and establish trust
Rewards and recognition Pay by job Few team incentives Individual and group recognition
and rewards, negotiated criteria
Measurement Orientation towards data Data used to understand and
gathering for problem continuously improve
identification processes
42 ITQAN Management
Consultancy(c) - Awareness -
Please
Implement it
Thank You
Things Not Together
Measured
, Not Improved
Excel We
Can
43 ITQAN Management
Consultancy(c) - Awareness -
