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Class notes Total Quality Management (BBM4214) Total Quality Management (TQM), ISBN: 9781000194494
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Notes on how organization can improve quality and how their can achieve that.
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Class notes Organization Behavior (BBM2103) Total Quality Management (TQM), ISBN: 9781000194494
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Total QualityManagement
COURSE OBJECTIVES:
THIS COURSE IS DESIGNED TO GIVE STUDENTS FUNDAMENTALS OF TOTAL QUALITY MANAGEMENT WITH
EMPHASIS ON CONTEMPORARY QUALITY PLANNING, CONTROL AND MANAGEMENT APPROACHES,
IMPLEMENTATIONS AND CRITICISMS.
,TQM Course Outline
Introduction, total quality concept
Evolution of quality concepts and quality paradigms
Organization for total quality, process management
Quality teams and teamwork processes
Basic problem solving tools for quality improvement
Leadership and empowerment
Quality standards and award models
TQM implementation and case studies
Quality through improvement: Six sigma, lean six sigma, kaizen, 5S, SPC
Quality through planning and design: QFD, policy deployment, design for six
sigma
Quality through innovation: TRIZ
Quality through IT: CRM
,Definition: TOTAL QUALITY
MANAGEMENT
Total Quality Management is an approach that ensures all members
of staff play a part in improving the process, products, services and
culture of work.
Therefore, TQM is a management philosophy that seeks to integrate
all organizational functions (marketing, finance, design,
engineering, and production, customer service, etc.) to focus on
meeting customer needs and organizational objectives.
, EVOLUTION OF QUALITY CONCEPTS
JC Penney was the first person who presented the importance of
Total Quality Management (TQM) in 1913 when he proposed
principles such as “customer satisfaction”, “quality”, “fairness”,
“value”, “related training” and “rewards for performance” play an
important role in an organization
Moreover, in the early 1900s, “father of scientific management”,
Fredrick W. Taylor, also suggested other quality principles (Garvin,
1988)
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