Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
The Total Quality Approach
to Quality Management
Course Instructor:
Dr. Syed M. Ahmed, Ph.D.
College of Engineering
Florida International University, Miami, Florida
Lecture Outline
 The Total Quality Approach
 Two Views of Quality
 Elements of Total Quality
 The Deming Cycle
 Juran’s Contributions
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
 What is Quality?
 Crosby’s Contributions
 Total Quality Efforts Succeed
 Six-Sigma Concept
 The Future of Quality Management
FEDEX - “Performance to the standard expected by the
customer”
General Services Administration - “Meeting the
customer’s need the first time and every time”
BOEING - “Providing customers with products and
services that consistently meet their needs and
expectations.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
What is Quality? (1)
US Department of Defense - “Doing the right thing right
the first time, always striving for improvement, and always
satisfying the customer”.
Quality can be defined in terms of the agent. Who is the
judge of quality?
 Quality involves meeting or exceeding customer
expectations.
 Quality applies to products, services, people, processes,
and environments.
 Quality is an ever-changing state (i.e., what is considered
quality today may not be good enough to be considered
quality tomorrow).
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
What is Quality? (2)
Quality is a dynamic state associated with products,
services, people, processes and environments that
meets or exceeds expectations.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
The Total Quality Approach (1)
 Total quality is an
approach to doing
business that attempts
to maximize the
competitiveness of an
organization through the
continual
improvement of the
quality of its products,
services, people,
processes and
environments.
Customer focus
The Total Quality Approach (2)
o Strategically based
o Customer focus (internal and external)
o Obsession with quality
Customer focus
o Scientific approach to decision making and problem solving
o Long-term commitment
o Teamwork
o Continual process improvement
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
 Characteristics of the Total Quality:
o Education and training
o Freedom through control
o Unity of purpose
o Employee involvement and empowerment
Historic Development
of Total Quality
Approach
Customer focus
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
The Total Quality Approach (3)
The Total Quality Approach (4)
 The upper managers personally take charge of leading
the revolution.
 All levels and functions under goCustomer
training infocus
managing for
quality.
 Quality improvement should be taken at a continuing,
revolutionary pace.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Japanese Strategies:
 The workforce is enlisted in quality improvement through
the Quality Control (QC) concept.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Two Views of Quality (1)
Traditional View:
Total Quality View
• Process performance =
defective parts per
hundred produced.
• Process performance =
defective parts per million
produced.
• Focused on after-the-fact
inspections of products.
Customerimprovement
focus
• Continuous
of
products, processes and
people.
• Employees are passive
workers who followed
orders.
• Employees are empowered
to think and make
recommendations.
• One improvement per
year per employee
• At least 10 improvements
per employee per year
• Focus on short term
profits
• Focus on long term profits
and continual improvement.
Two Views of Quality (2)
Total Quality View
Productivity versus quality
Productivity and quality are
always in conflict. You cannot
have both.
Lasting productivity gains are
made only as a result of quality
improvements.
Customer focus
How quality is defined
Meeting customer
specifications.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Traditional View
Satisfying customer needs and
exceeding customer expectations.
How quality is measured
Establishing an acceptable level
of nonconformance and
measuring against the bench
mark.
Establishing high-performance
bench marks for customer
satisfaction and then continually
improving performance.
Two Views of Quality (3)
Total Quality View
How quality is achieved
Quality is inspected into the
product.
Quality is determined by product
design and achieved by
effective
controlfocus
techniques.
Customer
Attitude towards defects
Defects are an expected part of
producing a product.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Traditional View
Defects are to be prevented using
effective control systems.
Quality as a function
Quality is a separate function.
Quality should be fully integrated
throughout the organization, i.e. it
should be every body’s
responsibility.
Two Views of Quality (4)
Total Quality View
Responsibility for quality
Employees are blamed for
quality.
80% quality problems are
management’s fault.
Customer focus
Supplier relationships
Supplier relationships are short
term and cost driven.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Traditional View
Supplier relationships are long term
and quality oriented.
Elements of Total Quality (1)
 Comprehensive strategic plan with following elements:
vision, mission, broad objectives and following activities
 Provides sustainable competitive advantage in the
marketplace.
Customer Focus
 “Customer is the driver”.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Strategically Based
 External customers: define the quality of the product or
service delivered.
 Internal customers: define the quality of people,
processes, and environment associated with the products
or services.
Elements of Total Quality (2)
 All personnel at all levels approach all aspects of the job
from the perspective of “How can we do this better?”.
 “Good enough” is never good enough.
Scientific Approach
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Obsession with Quality
 Hard data are used in establishing benchmarks,
monitoring performance, and making improvements.
 Decision making and problem solving is based on
scientific principals.
Elements of Total Quality (3)
 Quality improvement is NOT another management
innovation but a whole NEW way of doing business that
requires an entirely new corporate culture.
Teamwork
 Internal competitiveness vs. External competitiveness
Continual Process Improvement
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Long-term Commitment
 Continually improve systems (environments) where
products are developed and services are delivered by
people.
Elements of Total Quality (4)
 Best way to improve people on a continual basis.
 Train hardworking people “How to work smart?”
Freedom through Control
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Education and Training
 Involving and empowering employees to simultaneously
bring more minds to bear on the decision-making process
and increase the ownership employees feel about
decisions that are made.
 Well-planned and carried-out controls (not loss of
management control).
Elements of Total Quality (5)
 Internal politics have no place in a total quality
organization, rather collaboration is the norm.
 Unity of purpose has nothing to do with Labor Unions.
Employee Involvement and Empowerment
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Unity of Purpose
 Basis for involving employees: 1. to increase the
likelihood of a good decision or a better plan; 2. to
promote ownership of decisions by involving the people
who will have to implement them.
 Empowerment means not just involving people but
involving them in ways that give them a real voice.
1. Conduct consumer research
and use it in planning the
product (PLAN).
2. Produce the product (DO).
3. Check the product to make
sure it was produced in
attendance with the plan
(CHECK).
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
The Deming Cycle (1)
4. Market the product (ACT).
5. Analyze how the product is
received in the market in terms
of quality, cost and other
criteria (ANALYZE)
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Deming’s Fourteen Points (2)
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Deming’s Seven Deadly Diseases (3)
Juran’s Contributions (1)
Juran’s Ten Steps to Quality Improvement
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Juran’s Three Basic Steps to Progress
Juran’s Contributions (2)
80/20 Rule: 80% of the trouble comes from 20% of the
problems.
The Juran Trilogy
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
The Pareto Principle
Juran’s Contributions (3)
1.
Determine who the customers are:
2.
Identify customers’ needs.
3.
Develop products with features that respond to customer
needs.
4.
Develop systems and processes that allow the organization
to produce these features.
5. Deploy the plans to operational levels.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Quality Planning
Quality Control
1.
Assess actual quality performance.
2. Compare performance with goals.
3. Act on differences between performance and goals.
Juran’s Contributions (4)
1.
Develop the infrastructure necessary to make annual quality
improvements.
2. Identify specific areas in need of improvement, and implement
improvement projects.
3. Establish a project team with responsibility for completing
each improvement project.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Quality Improvement
4. Provide teams with what they need to be able to diagnose
problems to determine root causes, develop situations, and
establish control that will maintain gains made.
Crosby’s Contributions
1. Determination.
2. Education.
3. Implementation.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Crosby’s Quality Vaccine Ingredients
Total Quality Efforts Succeed
 Senior management delegation and poor leadership.
 Team mania.
 Deployment process.
 Taking a narrow, dogmatic approach.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
The successful organizations avoid these errors:
 Confusion about the differences among education,
awareness, inspiration, and skill building
Six Sigma Concept (1)
1. Identify the product characteristics wanted by the
customers.
2. Classify the characteristics in terms of their criticality.
3. Determine if the classified characteristics are controlled
by part and/or process.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
A Six-step Protocol for Process Improvement
4. Determine the maximum allowable tolerance for each
classified characteristic.
5. Determine the process variation for each classified
characteristic.
6. Change the design of the product, process, or both to
achieve a Six Sigma processes performance.
Histogram of a 3-Sigma
Process
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Six Sigma Concept (2)
Histogram of a 6-Sigma
Process
Six Sigma Concept (3)
Six Sigma is an extension of total quality management which
has the aim of taking process and product quality to levels
where all customer requirements are met.
How is Six Sigma Achieved?
 By improving process performance.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
What is Six Sigma?
 Or, Without improving the process at all if the
specifications describing acceptable product can be
loosened enough to correspond to the original process’s
± 6 sigma points.
Histogram of a 6-sigma process achieved by broadening the
specification range for product acceptability
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Six Sigma Concept (4)
Histogram is shifted 1½ Sigma from its ideal position to account for
long-term variation.
The Future of Quality Management (1)
 Demanding global customers.
 Shifting customer expectations.
 Opposing economic pressures.
 New approaches to management.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Future Trends
The Future of Quality Management (2)
 A total commitment to continually increasing value for
customers, investors, and employees.
 A firm understanding that quality is defined by customers, not
the company.
 A commitment to leading people with a bias for continuous
improvement and communication.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Quality Management Characteristics for the Future
 A recognition that sustained growth requires the simultaneous
achievement of four objectives all the time, forever: (a)
customer satisfaction, (b) cost leaderships, (c) effective human
resources, and (d) integration with the supplier base.
 A commitment to fundamental improvement through
knowledge, skills, problem solving and teamwork.
Syed. M. Ahmed, Ph.D.
The Total Quality Approach to Quality Management
Questions/Queries?