Management – Total Quality Management (TQM) Management: A Practical Introduction - Fourth Edition; Brian K. Williams‚ Angelo Kinincki‚ McGraw-Hill Irwin; 2009 1.0 Management – Total Quality Management Quality means a product or service free of deficiencies‚ or the characteristic of a product or services that satisfy customer needs. Total quality management (TQM) is defined as a comprehensive approach – led by top management and supported throughout the organization – dedicated to continuous
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Total Quality Management Introduced in the 1950s and made more popular in the 1980s Total Quality Management is a very radical management style. A strong Total Quality Management plan relies on internal as well as external team building. A mistake to avoid before the implementation of a Total Quality Management strategy is an inaccurate analysis of the precondition and current state of an organization. Leadership styles and the organizations culture need to work well together. If they do not‚ this
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TOTAL QUALITY MANAGEMENT Total quality management may be defined as “managing the entire organization so that it excels on all dimensions of products and services that area important to the customer.” It has two fundamental operational goals‚ namely 1. Careful design of the product of service. 2. Ensuring that the organization’s systems can consistently produce the design. These two goals can only be achieved if the entire organization is oriented toward them – hence the term total
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Total …… Quality…… Management…… Presentation slides by Dr Anjan Ghosh ….. ……VP-TQM Exide SXC-Logistics & Supply Chain Management March -April 2013 External Developments in last 40 years that has changed the Business Environment • Customers have taken charge – buyers market ‚ diverse customer requirements • Competition intensified – no more monopolies ‚ level-playing fields • Shifts in industrial zones – products made & sold globally ‚ no specific place • Changes in customer & supplier
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Productivity vs. Quality – this is the common knowledge that if a business sells more goods‚ the more income How quality is defined? – quality is defined as simply meeting customer satisfaction How quality is measured – Business employing the traditional view measures their level of competence and customer satisfaction on their own then match it with a benchmark to see where the business is How quality is achieved – check the finished product for defects but for total quality business they check
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TOTAL QUALITY MANAGEMENT OBJECTIVES The key objective of this course is to acquaint the students with the conceptualization of Total Quality (TQ) from design assurance to processes’ assurance to service assurance. Additional objective is to give focus on Quality Management Systems (QMS) like 1SO-9001 and environment and safety systems (ISO-14001 and ISO 18001).The course would also aim to closely link management
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Programme in Total Quality Management (71838) Purpose The national quality policy focuses on the quality of product‚ quality of service delivery (to the internal and external customer)‚ quality of organisation (systems and processes) and quality of work-life (QWL). The purpose of this SLP is to provide students a complete body of knowledge of TQM as a holistic approach to managing quality. Students will acquire fundamental theoretical and practical knowledge in various concepts of TQM necessary
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There are eight such dimensions of quality. These are: 1. Performance: It involves the various operating characteristics of the product. For a television set‚ for example‚ these characteristics will be the quality of the picture‚ sound and longevity of the picture tube. 2. Features: These are characteristics that are supplemental to the basic operating characteristics. In an automobile‚ for example‚ a stereo CD player would be an additional feature. 3. Reliability: Reliability of a product is
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Total Quality Management 1. Concepts and Applications of TQM at Ritz Carlton Hotel Total quality management is a criterion for managing people‚ tasks and processes to ensure the best quality service/product which guarantees complete customer satisfaction. It is an aspect of management which solely focuses on quality as its prime success factor. Total Quality Management (TQM) is the set of management processes and systems that create delighted customers through empowered employees‚ leading to higher
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Quality management and international standards Quality is the ability of a product or service to meet customer needs and exceed them. Implications of quality In addition to being a critical element in operations‚ quality has other implication: Company reputation – an organization can expect its reputation for quality – be it good or bad – to follow it. You are known by the company you keep! This statement does not only apply to individuals but organizations as well. Quality will show up in perception
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