TOTAL QUALITY MANAGEMENT
TEACHINGS OF QUALITY GURUS
Dr. Mohamed Riyazh Khan- DoMS
Deming’s Universal Fourteen points
1. Create consistency of purpose
with a plan
- Aim & Purpose
2. Adopt the new philosophy of
quality
Continuous improvement, Customer
Satisfaction, Defect Prevention
Deming’s Universal Fourteen points
3. Cease dependence on mass inspection
4. End the practice of choosing suppliers
based solely on price
Loyalty and Trust
5. Identify problems and work
continuously to improve the system.
Deming’s Universal Fourteen points
6. Adopt modern methods of training on
the job
7. Change the focus from production
numbers (quantity) to quality.
8. Drive out fear
Create Trust, Create Climate for
innovation
Deming’s Universal Fourteen points
9. Break down barriers between
departments. Optimize Efforts of Team,
Groups, Staff
10. Stop requesting improved productivity
without providing methods to achieve it
11.Eliminate work standards that
prescribe numerical quotas.
Deming’s Universal Fourteen points
12.Remove barriers to pride of
workmanship
13.Institute vigorous education and
retraining
Self Improvement for Everyone
14. Create a Structure in top management
that will emphasize the preceding
thirteen points every day.
CROSBY’S FOURTEEN POINTS
1. MANAGEMENT COMMITMENT
Top management must become
convinced of the need for quality and
must clearly communicate this to the
entire company by written policy,
stating that each person is expected
to perform according to the
requirement to be officially changed
to what the company and the
customers really need.
CROSBY’S FOURTEEN POINTS
2. QUALITY IMPROVEMENT
TEAM
Form a team composed of
department heads to oversee
improvements in their departments
and in the company as whole.
CROSBY’S FOURTEEN POINTS
3. QUALITY MEASUREMENT
Establish measurements appropriate to
every activity in order to identify areas
in need of improvement.
CROSBY’S FOURTEEN POINTS
4. COST OF QUALITY
Estimate the costs of quality in order
to identify areas where improvements
would be profitable.
CROSBY’S FOURTEEN POINTS
5. QUALITY AWARENESS
Raise quality awareness among
employees. They must understand the
importance of product conformance and
the costs of non-conformance
CROSBY’S FOURTEEN POINTS
6. CORRECTIVE ACTION
Take Corrective action as result of
steps 3 and 4.
7. ZERO DEFECTS PLANNING
Form a committee to plan a program
appropriate to the company and its culture
CROSBY’S FOURTEEN POINTS
8. SUPERVISOR TRAINING
All levels of management must be
trained in how to implement their
part of the quality improvement
program.
CROSBY’S FOURTEEN POINTS
9. ZERO DEFECTS DAY
Schedule a day to signal to employees
that the company has a new standard
10. GOAL SETTING
Individuals must establish improvement
goals for themselves and their groups.
CROSBY’S FOURTEEN POINTS
11. ERROR CAUSE REMOVAL
Employees should be encouraged to
inform management of any problems
that prevent them from performing
error-free work.
CROSBY’S FOURTEEN POINTS
12. RECOGNITION
Give public, non-financial
appreciation to those who meet
their quality goals or perform
outstandingly
CROSBY’S FOURTEEN POINTS
13. QUALITY COUNCILS.
Composed of quality professionals
and team chairpersons, quality
councils should meet regularly to
share experiences, problems and
ideas.
CROSBY’S FOURTEEN POINTS
14. DO IT ALL OVER AGAIN
Repeat steps 1 to 13 in order to
emphasize the never-ending process of
quality improvement.
Juran’s Ten Steps to Quality
improvement are
1. Build awareness of
opportunities to improve
2. Set Goals for improvement
3. Organize to reach goals
4. Provide training
5. Carry out projects to solve
problems
Juran’s Ten Steps to Quality
improvement are
6. Report Progress
7. Give recognition
8. Communicate results
9. Keep score
10.Maintain momentum by making
annual improvement part of the
regular system’s and processes of
the company
CONTINUEOUS PROCESS IMPROVEMENT
1
PROCESS
2
CONTROL
3
IMPROVE
UCL
LCL
IMPROVE
PLAN
UCL
LCL
QI
TEAM
PROCESS
TOOLS
SYSTEM
COMMITMENT
CUSTOMER
FOCUS
MANAGEMENT
COMMITMENT
TQC
SYSTEMATIC
PROBLEM
SOLVING
- MISSION
- CONT QUALITY
IMPROVEMENT
SQC
TOTAL
PARTICIPATION
AN INTEGRATED TQM ACTION
*
*
*
CONTINUOUS IMPROVEMENT
VALUE ADDITION
EMPLOYEE INVOLVEMENT
WORK PLAN IMPROVEMENT
FLEXIBILITY
PROCESS
MGMT CONTROL SYSTEM
SPC, SQC
CUSTOMER SUPPLIER CHAIN
* QUALITY PLANNING
* LEADERSHIP
* VISION
QA
PRODUCT
DEVELOP