CHAPTER 1
INTRODUCTION TO TOTAL QUALITY
MANAGEMENT
OBJECTIVES:
After reading this chapter, the student should be able to:
 Define Quality.
 Identify primary elements, core concepts and benefits of Total Quality
Management.
 Distinguish between traditional management and TQM.
 Compare and contrast reengineering and TQM.
ACTIVITY:
Answer the following questions based on your own opinion.
1. Define Quality.
2. Why would a customer come to you if your competitor is
also offering the same product?
3. What is Total Quality Management?
QUALITY
Quality refers to a parameter which
decides the superiority or inferiority
of a product or service.
APPROACHES TO QUALITY
DEFINITION:
• TRANSCENDENT
-This means quality is achieved through experience.
• PRODUCT-BASED
-This is reflected by differences in product and its ingredients or attributes.
• 3. USER-BASED
-Based on personal views and perspectives of the consumers. Durability is
the key factor.
APPROACHES TO QUALITY
DEFINITION:
• MANUFACTURING-BASED
-This approach is focused on cost reduction, and concerned
with manufacturing and engineering.
• VALUE-BASED
-This approach is based on cost and prices. Better performance
at lower cost is recognized as a quality product.
QUALITY TYPES
• QUALITY OF DESIGN – all about set of characteristics that the
product or service must minimally have to satisfy the requirements of the
customer based on market research.
• QUALITY OF CONFORMANCE – basically meeting the standards or
user based characteristics defined in the design phase after the product is
manufactured or while the service is delivered.
• QUALITY OF PERFORMANCE – it is how sound the product
functions or service performs when used.
•
QUALITY LEVELS
• ORGANIZATIONAL LEVEL
customer requirements
- meeting external
• PROCESS LEVEL – linking external and internal
customer requirements
• PERFORMER/JOB/TASK LEVEL – meeting
internal customer requirements
QUALITY PARADIGMS
• Customer – craft Paradigm – the focus is on the product or service,
and performance should be exactly what the customer demands.
• Mass production and sorting paradigm – the focus is on the
production rate without the direct involvement of the customer.
• Statistical Quality Control Paradigm – it is comparable to the mass
production and sorting paradigm, except that more emphasis is given
to production processes.
QUALITY PARADIGMS
• Total Quality Management Paradigm – focuses on
customers and suppliers in addition to mass production
and statistical methods.
• Techno – Craft Paradigm – it is the socio- technical
compliment to the custom – craft paradigm with the
intention of reducing delivery time.