Student Learning Objective 1
Identify the pioneers of total quality management and their contributions to the field of total quality management.
Learning Objective C
Compare and contrast different approaches to total quality management.
Content
The topic of Module C is achieving total quality. Another important concept is achieving total quality from the Besterfield textbook. Carefully examine the relationship between gurus, tools and techniques, principles and practices and product or service realization and their impact on customers.
Slide 8: Achieving Total Quality - Detailed Framework
Source: Besterfield, et. al. (2003)
Slide 9: Two Views of Quality
- Productivity vs. quality
- How quality is defined
- How quality is measured
- How quality is achieved
- Attitude towards defects
- Quality as a function
- Responsibility for quality
- Supplier Relationships
Slide 10: Besterfield's Two Views of Quality
| Quality Element | Old View | TQM |
|---|---|---|
| Definition | Product-oriented | Customer-oriented |
| Priorities | Second to service and cost | First among equals to service and cost |
| Decisions | Short-term | Long-term |
| Emphasis | Detection | Prevention |
| Errors | Operations | Systems |
| Responsibility | Quality Control | Everyone |
| Problem Solving | Managers | Teams |
| Procurement | Price | Life-cycle costs, partnerships |
| Manager's Role | Plan, assign, control and enforce | Delegate, coach, facilitate and mentor |
Slide 11: Key Elements to Total Quality
- Strategically based
- Customer focus
- Obsession with quality
- Scientific Approach
- Long-term Commitment
- Team Work
- Continual Improvement
- Education and Training
- Freedom through control
- Unity of Purpose
- Employee Involvement and Empowerment
- Peak performance as a top priority
Slide 12: Besterfield's Approach to Total Quality
- A committed and involved management to provide long-term top-to-bottom organizational support,
- An unwavering focus on the customer, both internally and externally,
- Effective involvement and utilization of the entire work force,
- Continuous improvement of the business and production process,
- Treating suppliers as partners
- Establish performance measures for the processes