Total Quality Management: by S. Lucas
Total Quality Management: by S. Lucas
Total Quality Management: by S. Lucas
By S. Lucas
1. Plan – Study the current system; identifying problems; testing
theories
of causes; and developing solutions.
2. Do – Plan is implemented on a trial basis. Data collected
and documented.
3. Check/Study – Determine whether the trial plan is working
correctly by evaluating the results.
4. Act – Improvements are standardized and final plan is
implemented.
The primary elements of TQM
Total Quality Management Primary Elements
The 8 Primary Elements of TQM are as follows –
1. Customer-focused
Micro-processes add up to larger processes, and all processes aggregate into the business
processes required for defining and implementing strategy. Everyone must understand the
vision, mission, and guiding principles as well as the quality policies, objectives, and critical
processes of the organization. Business performance must be monitored and
communicated continuously.
An integrated business system may be modelled after the Baldrige National Quality
Program criteria and/or incorporate the ISO 9000 standards. Every organization has a
unique work culture, and it is virtually impossible to achieve excellence in its products and
services unless a good quality culture has been fostered. Thus, an integrated system
connects business improvement elements in an attempt to continually improve and exceed
the expectations of customers, employees, and other stakeholders.
5.Strategic and systematic approach
6.Continual improvement
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Phillip B. Crosby:- He argued that “doing it right the first time "is less
•
expensive than the costs of detecting and correcting
nonconformities. His four absolutes of quality are Quality is
conformance to requirements, Prevention of nonconformance is the
objective not appraisal, The performance standard is zero defects
not “that is close enough” and The measurement of quality is the
cost of conformance.
GURUS OF TQM
Philip B. Crosby, who spent time as Quality Director of ITT, had four
absolutes:
Definition – conformance to requirements.
System – prevention.
Performance standard – zero defects.
Measurement – price of non-conformance.
f) undertake systematic problem solving and decision making through project teams
g) improve teamwork
2. Benefits to company
• Quality improves.
• Increased productivity.
• Staffs are more motivated.
• Cost reduced.
Obstacles
• Lack of management Commitment
• Inability to change organizational culture
• Improper planning
• Lack of continuous training and education
• Incompatible organizational structure and
• isolated individuals and departments
• Paying inadequate attention to customers
• Inadequate use of empowerment and team work
Failure to continually improve