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Total Quality Management. Introduction F.J. Reiss. Course Objectives. Gain understanding of TQM initiative Foster analytical & objective thinking Learn use of tools & techniques. Course Format. Classroom discussion Mid-term exam Term project Final exam. Definition of TQM.

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Total quality management

Total Quality Management


F.J. Reiss

Session 1 - Introduction

Course objectives
Course Objectives

  • Gain understanding of TQM initiative

  • Foster analytical & objective thinking

  • Learn use of tools & techniques

Session 1 - Introduction

Course format
Course Format

  • Classroom discussion

  • Mid-term exam

  • Term project

  • Final exam

Session 1 - Introduction

Definition of tqm
Definition of TQM

TQM is both a philosophy and a system of guiding principles for the application of quantitative methods and human resources to improve the materials and services supplied to an organization and the degree to which the needs of the customer are met, now and in the future.

Session 1 - Introduction

Made in japan



Made in Japan

Session 1 - Introduction

Changing trends in management
Changing Trends in Management

The 80’s/90’s


The 70’s


The 60’s



The 50’s

Market Share/


Session 1 - Introduction

Traditional definitions of quality
Traditional Definitions of Quality

An essential character or nature

An inherent feature or property

A grade or degree

A distinguishing characteristic

Session 1 - Introduction

Current definitions of quality
Current Definitions of Quality

Fitness for use

Conformance to requirements

Session 1 - Introduction

Fitness for use

Quality of characteristics

Quality of design

Quality of conformance

Fitness for Use

Session 1 - Introduction

Conformance to requirements

Assumed: design or specification exists

Based on “Fitness for Use”

“Fitness for Use” depends on market

Customer’s requirements changing

Quality is a never ending quest

Conformance to Requirements

Session 1 - Introduction

Quality is achieved through

A series of small steps

Using a variety of tools and techniques

Continuously improving the process

Continuously reducing variation

Quality is Achieved Through . . .

Session 1 - Introduction


Always satisfy the customer

Always strive for improvement

Doing the right thing right the first time and every time thereafter

Strip away unnecessary work


Session 1 - Introduction

Suppliers customers

Suppliers can be



Customers can be



Customers < > suppliers

Suppliers & Customers

Session 1 - Introduction

Supplier process customer model
Supplier-Process-Customer Model






Session 1 - Introduction


Supplier - provides inputs to process

Process - converts inputs to outputs

Customer - receives outputs


Session 1 - Introduction

Voice of the customer
Voice of the Customer

  • Quality is what the customer says it is

  • Obtain customer inputs

  • Convert into quality characteristics

  • Plan approach to satisfy customer

Session 1 - Introduction

Term project
Term Project

  • Form a company (team)

  • Choose a product

    • Ball point pen

    • Mechanical pencil

    • Comb

    • Other (with instructor’s approval)

  • Obtain customer inputs

Session 1 - Introduction

Term project continued
Term Project (continued)

  • Sort inputs by major/minor categories

  • Develop a matrix of customer inputs versus quality characteristics (QFD Table A-1)

  • Develop plan to satisfy customers

  • Prepare a report to management (term project)

Session 1 - Introduction

Term project contents
Term Project Contents

  • Copy (blank) of customer questionnaire

  • Summary of responses

  • Matrix of responses versus quality characteristics

  • Plan for satisfying customers

  • Individual discussion from each member of the team

Session 1 - Introduction

Term project tools
Term Project Tools

  • Team Dynamics (NGT)

  • Affinity Diagram

  • Quality Function Deployment (QFD)

Session 1 - Introduction

Term project steps
Term Project Steps

  • Form team

    • 3 to 5 members

  • Using NGT

    • Select a product

    • Develop questionnaire

    • Send to customers

Session 1 - Introduction

Term project steps continued
Term Project Steps (continued)

  • Compile responses (Affinity Diagram)

  • Develop correlation - customer demands versus quality characteristics

  • Prioritize customer demands

  • Develop product specification

Session 1 - Introduction

Term project steps continued1
Term Project Steps (continued)

  • Write common portion of the team report

    • Blank questionnaire

    • Affinity Diagram

    • QFD Table A-1

    • Product specification/Business plan

Session 1 - Introduction

Term project steps continued2
Term Project Steps (continued)

  • Individual Portion of the team report

    • What was learned?

    • What would you do differently?

    • Suggestions for project/course improvements.

Session 1 - Introduction