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TQM Total Quality Management

Contribution of TQM by W.E. Deming, Joseph M. Juran & Philip Crosby and Kaoru Ishikawa

Deming

Deming’s 14 Key Points for Quality

1. Constancy of Purpose

13. Cease the Need for Mass Inspection

9.Eliminate Arbitrary Numerical Targets

7.Break-down Barriers

12.Top Management Commitment to Action

11.Encourage Education

10.Permit Pride in Workmanship

14.Institute Leadership

6. Drive Out Fear

5. Institute Training on the Job

4. Improve Every Process

3.End Lowest Tender Contracts

2. Adopt the New Philosophy

8. Eliminate Exhortations

Juran

Juran’s 10 Points for Quality Improvement

Juran’s Quality Trilogy

Build awareness of need for improvement

Set-goals for improvement

Provide training

Organize to reach goals

Carryout projects to solve problems

Report progress

Give recognition

Communicate results

Keep score

Maintain, making annual improvement

Quality Improvement

Quality Control

Quality Planning

Determine the needs and expectations of the client so that they can be met later by the company preparing a plan and with processes that meet these needs and internal goals.

Evaluate the operation, the real performance with the goals proposed in the planning. This is where variance problems should be handled.

Evaluate the operation, the real performance with the goals proposed in the planning. This is where variance problems should be handled.

Ishikawa

Ishikawa Diagram

The use of the diagram can be seen in the problem that Cine Colombia has in electronically serving its customers.

Crosby

Crosby’s 14 principles of quality and concept of zero defects

According to the 14 Crosby principles, a commitment from management to quality is key and the need to create quality groups that work throughout the company. I agree with this position as it will produce that all employees see quality as a goal to aim for daily as well as the principle of quality education for supervisors with measurable objectives as this drives all workers towards quality. The concept of ‘Zero Defects’ even though I see it as positive, I feel that it is unreal, all the time people make mistakes and it is impossible for everything to work well at the first attempt. A more accurate index seems to me to be Zero Defects Day, where although the zero defects policy applies, these are seen in a much more global way and the performance of the company, but not that of an employee.

Compare the approaches

DEMING focus on statistical process control is more technical oriented. Management for the entire company, from the hierarchical bases to the manager, is involved in quality and is based on the concerns and satisfactions for all employees. Quality improvements will reduce expenses and increase productivity and the company's market share.

JURAN: His focus is more general and with a focus on strategy and planning in which it seeks to meet goals by following action plans, also incorporating the client. Make a hierarchical management