Creating an organizational culture committed to the
continuous improvement of skills, teamwork, processes, product and service
quality, and customer satisfaction
Four Principles of TQM
1. Do
it right the first time.
2. Be
customer-centered.
3. Make
continuous improvement a way of life.
4. Build
teamwork and empowerment.
Do
It Right the First Time: Designing and building quality
into the product
Be
Customer-Centered
Internal customers: Anyone in the organization who
cannot do a good job unless you do a good job
Customer-centered: Satisfying customers’ needs by
anticipating, listening, and responding
Make Continuous Improvement a Way of Life
Kaizen: A Japanese word meaning continuous
improvement (quality is an endless journey). Involves the search for actual or
potential trouble spots.
1. Avenues
for Continuous Improvement
2. Improved
and more consistent product and service quality
3. Faster
cycle times
4. Greater
flexibility
5. Lower
costs and less waste
Build Teamwork and
Empowerment
— Empowerment
1.
Adequate training
2.
Access to information and tools
3.
Involvement in key decisions
4.
Fair rewards for results
— Teamwork
1.
Suggestion systems
2.
QC circles and self-managed teams
3.
Teamwork and cross-functional teams
The Seven Basic TQM Process Improvement Tools
Flow Chart: A graphic display of a sequence of
activities and decisions
Cause-and-Effect Analysis: A fishbone diagram that
helps visualize important cause-and-effect relationships
Pareto Analysis (80/20 Analysis): A bar chart
indicating which problem needs the most attention
Control Chart: Visual aid showing acceptable and
unacceptable variations from the norm for repetitive operations
Histogram: A bar chart indicating deviations from a
standard bell-shaped curve
Scatter Diagram: A plot of relationships between two
variables
Run Chart: A trend chart for tracking a variable
over time
Everyone Benefits from Improved Quality
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