Total Quality Management Overview 261

“Total Quality Management” discusses the major principles of total quality management (TQM). TQM evolved from quality assurance methods, which emphasize quality by design. TQM is a management philosophy that focuses on customer satisfaction, since customers define quality. Efforts to improve quality are integrated throughout each stage of the industrial cycle. Leadership is responsible for creating and executing a strategic TQM plan, as well as establishing an open company culture that involves and empowers all employees. There are many methods that can be used to measure, analyze, and implement TQM.

A company can be successful only if its customers are satisfied. TQM helps companies stay competitive by establishing a culture focused on customer satisfaction and continuous improvement. After taking this class, users should understand the importance of TQM and be prepared to contribute to total quality efforts in the workplace.

Class Details

Class Name:
Total Quality Management Overview 261
Version:
2.0
Difficulty:
Advanced
Number of Lessons:
16
Related 1.0 Classes:
Approaches to Quality Management 255, Managing Practices for Total Quality 320

Class Outline

  • The Evolution of Quality Management
  • Quality Control and Quality Assurance in Action
  • Total Quality Management
  • Customer Satisfaction
  • Quality Management Review
  • TQM and the Industrial Cycle
  • Leadership Involvement
  • Strategy
  • Strategy and Participants Review
  • Implementation Techniques
  • Total Employee Involvement
  • Data and Analysis
  • Quality Tools
  • Continuous Process Improvement
  • Mistakes to Avoid
  • Final Review

Objectives

  • Distinguish between quality control and quality assurance.
  • Describe total quality management.
  • Explain the importance of customer satisfaction.
  • Distinguish among stages of the industrial cycle.
  • Describe leadership’s responsibilities under TQM.
  • Describe the characteristics of a TQM strategy.
  • Describe techniques for implementing TQM.
  • Explain the importance of total employee involvement.
  • Describe the importance of data and analysis.
  • Distinguish among common quality tools.
  • Describe continuous process improvement.
  • Describe common mistakes that can cause TQM to fail.

Job Roles

Certifications

Glossary

Vocabulary Term Definition
80-20 rule The theory that 80% of a problem is caused by a specific, critical 20% of factors. The 80-20 rule is often depicted in Pareto charts.
AS9100 A quality assurance standard containing the quality system requirements specifically for the aerospace industry. AS9100 includes ISO 9001 guidelines along with aerospace-specific requirements.
benchmarking The practice of comparing one set of data to another set of data. Companies can compare themselves to competitors or compare current and previous data to determine results.
cause and effect diagram A visual tool used to organize possible factors that contribute to a certain event or problem. A fishbone diagram is a type of cause and effect diagram.
check sheet A quality control form that uses simple marks to collect and record information about a problem by tracking categories and occurrences.
continuous improvement The philosophy that an organization must constantly measure the effectiveness of its processes and strive to meet higher objectives to satisfy customers. Continuous improvement is one of the main principles of TQM.
control chart A graph used in SPC to show trends in data over time. Control charts include upper and lower limits in which the process should perform.
control charts A graph used in SPC to show trends in data over time. Control charts include upper and lower limits in which the process should perform.
design engineering The stage of the industrial cycle during which engineers create a product's design specifications. Engineering uses a product's marketing assessment to create product specifications.
design engineering The stage of the industrial cycle during which engineers create a product's design specifications. Engineering uses a product's marketing assessment to create product specifications.
failure modes Any potential means by which a product or process may fail. FMEA determines the effects of each failure mode.
Failure Modes and Effects Analysis FMEA. The practice of identifying potential failure modes and determining the effects of each failure mode. Failure Modes and Effects Analysis may also include determining possible counter measures for different failure modes.
fishbone diagram A visual cause and effect chart often used in troubleshooting that attempts to identify and isolate potential causes of any problem or effect. Possible causes are written on lines branching off from the central process.
house of quality matrix A visual tool used to match specific production design elements to customer requirements. House of quality matrices are used to plot the customer needs that best align with production values for QFD.
industrial cycle The manufacturing process a product undergoes before it can be used by consumers. TQM addresses each stage of the industrial cycle.
inspection The stage of the industrial cycle during which a product is examined and tested to ensure it meets specifications created by engineering. Products that meet specifications are then shipped to consumers.
installation and service The stage of the industrial cycle during which a product is correctly set up for consumer use. Repairing a product when necessary is also considered part of the installation and service stage.
installation and service The stage of the industrial cycle during which a product is correctly set up for consumer use. Repairing a product when necessary is also considered part of this stage.
ISO 9000 A series of quality assurance standards intended to guide an organization on the implementation and continual improvement of quality management. Certification and registration to ISO 9000 indicates an organization is striving to meet the quality requirements of its customers.
ISO 9001:2008 The core standard of ISO 9000 that contains the requirements for organizations to be ISO 9000 certified. ISO 9001:2008 presents the actual material to which a company is certified.
Malcolm Baldridge criteria Guidelines that companies often follow in order to successfully implement total quality management. These criteria are based on the Malcolm Baldridge National Quality Award standards, which include leadership, data and analysis, strategy, employee involvement, customer focus, process management, and results.
manufacturing engineering The stage of the industrial cycle during which manufacturers select the processes and tools necessary to make a product. Manufacturers must choose the processes and equipment before they can produce any products.
manufacturing supervision and operations The stage of the industrial cycle during which supervisors oversee the production and assembly of a product. Products are then inspected to ensure that they meet specifications.
marketing The stage of the industrial cycle that focuses on selling products to a consumer and encouraging sales. Under a TQM system, marketing involves assessing the level of product quality a consumer requires within the consumer's specified price range.
marketing The stage of the industrial cycle that focuses on selling products to a consumer and encouraging sales. Under a TQM system, marketing involves assessing the level of product quality a consumer requires within the consumer's specified price range.
Pareto chart A bar graph used to identify the causes of problems that occur most frequently by distinguishing a problem's major factors from its minor factors. Pareto charts often demonstrate the 80-20 rule.
Pareto chart A bar graph used to identify the causes of problems that occur most frequently by distinguishing a problem's major factors from its minor factors. Pareto charts often demonstrate the 80-20 rule.
purchasing The stage of the industrial cycle during which the facility acquires parts and raw materials for production. Under a TQM system, purchasing primarily involves selecting and retaining vendors for materials necessary to make a product.
quality assurance A system of managing quality by regulating the quality of materials, assembly processes, products, and components. Quality assurance is a proactive approach to preventing errors.
quality control A system of managing quality by inspecting finished products to make sure they meet specifications. Quality control relies on error detection and correction.
Quality Function Deployment QFD. The practice of mapping and integrating customer expectations into various processes to ensure that customer requirements are met.
quality manual A key document of a quality management system that outlines all existing practices and describes the interaction among processes. A quality manual is required to be certified to ISO 9000.
shipping The stage of the industrial cycle during which a product is packaged and transported to a consumer. Products are often inspected before they are shipped.
stakeholders Any person or group that has an interest in an organization. A manufacturer's stakeholders include employees, investors, suppliers, and customers.
Statistical Process Control SPC. The use of statistics and control charts to measure key quality characteristics and control how the related process behaves. SPC identifies special and common causes of variation so that they can be addressed before creating quality issues.
suppliers Organizations that provide products or services to manufacturing companies. Products are often passed in a chain, from the supplier to the manufacturer to the customer.
survey A tool used to gather information about processes and products. Surveys ask questions to identify specific areas within a system that require improvement.
total quality management TQM. An approach to managing an organization that focuses on maximizing customer satisfaction to achieve long-term success. Under TQM, all stakeholders work together to continuously improve quality.
TQM Total quality management. An approach to managing an organization that focuses on maximizing customer satisfaction to achieve long-term success. Under TQM, all stakeholders work together to continuously improve quality.
TS 16949:2009 A quality assurance standard containing the quality system requirements specifically for producers of automotive parts and component systems. TS 16949:2009 includes ISO 9001 guidelines along with automotive-specific requirements.