TOTAL QUALITY
MANAGEMENT
Dhanya K.Iyer
Dept. of Pharmaceutics
P.A College of Pharmacy
Contents
Introduction
Definition of TQM
Elements of TQM
Key Principles of TQM
Advantages ,Disadvantages
Functions of TQM
Philosophies of TQM
INTRODUCTION
Total Quality Control (TQC)
The concept of total quality control refers to the process of
striving to produce a perfect product by a series of measures
requiring an organised effort at every stage in production.
Although the responsibility for assuring product quality belongs
principally to QA personnel, it involves many departments and
disciplines within a company.
INTRODUCTION
In products and process designing, it considers many parameters
like:
Materials
In-process and product control
Specification and tests for active ingredients, excipients
INTRODUCTION
Specific stability procedures of the product
Freedom from microbial contamination and proper storage
Containers, packaging and labelling
Product protection from moisture, light, volatility, and
drug/package interaction
INTRODUCTION
W.Edwards Deming , Armand V.Feigenbaum & Joseph M.Juran
jointly developed the concept of TQM . It was originated in the
manufacturing sector.
The concept of TQM states that every employee works towards
the improvement success of the organization.
INTRODUCTION
TQM is a management approach for an organization, depending
upon the participation of all its members (including its
employees) & aiming for a long term success of work culture ,
services ,systems ,processes & so on to ensure a continuing
customer satisfaction.
DEFINITION
According to ISO, TQM is defined as: "A management approach
of an organisation centred on quality, based on the
participation of all its members and aiming at long term success
through customer satisfaction and benefits to all members of
the organisation and society."
It is also defined as customer-oriented process & aims for
continuous improvement of business operations.
DEFINITION
The concept of TQM requires the total commitment of senior
level management and supervision of all departments,
operators, suppliers, and customers.
ELEMENTS OF TQM
Focus on Customer
Employee Involvement Expectation
TOTAL QUALITY
MANAGEMENT
Mastery of Process Team Work
KEY PRINCIPLES OF TQM
Customer Focus
Continuous Improvement
Measurement
People Involvement
Training & Education
Quality Improvement Teams
KEY PRINCIPLES OF TQM
Customer Focus
Gives customer highest quality at the best price
Identify customer expectations
Have a well defined policy to handle the unsatisfied customers
Continuous Improvements
TQM is ongoing process but not the onetime process. Small ongoing
improvements are better than delayed big improvement.
KEY PRINCIPLES OF TQM
Measurement
TQM helps to measure following parameters
Financial performance
Customer Satisfaction
Health & Safety
Staff Attitude
Product Quality
Productivity performance
Improvement
KEY PRINCIPLES OF TQM
Staff Involvement
Following actions are recommended to ensure people involvement
Conduct of attitude survey
Empower Staff
Provide better conditions & facilities
Make it good place to work
Setup suggestion team
Organize group activities
KEY PRINCIPLES OF TQM
Training & Education
Training increases understanding of process to employees.
Quality Improvement Teams
Team constituted by the management from different departments by
undertaking the process improvement projects.
ADVANTAGES OF TQM
Improves reputation
Faults and problems are spotted and sorted quicker.
Higher employee morale- workers motivated by team work and involvement
in decisions of TQM
Lower cost- decreased waste as fewer defective products
DISADVANTAGES OF TQM
Initial introduction cost
Benefits may not be seen immediately
FUNCTIONS OF TQM
Product quality criteria are established, and detailed specifications are
written. Meticulous, written procedures must be prepared for production and
control. Raw material must be characterised and then purchased from
reputable, approved suppliers.
FUNCTIONS OF TQM
Facilities must be designed, constructed, and controlled to provide the proper
stable environment for protecting the integrity of products. Equipments must
be selected that is efficient and can be cleaned readily and sanitised.
Personnel must be trained properly. The directions they use must be in
writing, approved by responsible individuals.
FUNCTIONS OF TQM
Distribution departments are responsible for controlling the shipping and
handling of products, using inventory-control systems.
The marketing department must be sensitive to the costumers’ needs and be
responsive to complaints.
QA is ever present and gives approval only after assessing and being assured
that the entire production process has been completed satisfactorily and that
all the aspects of the GMPs have been satisfied.
PHILOSOPHIES OF TQM
Individuals who have been identified as making a significant contribution to
improving the quality of good & services are known as Quality Gurus . Famous
quality Gurus are :
Walter A. Shewart
W.Edwards Deming
Joseph M.Juran
PHILOSOPHIES OF TQM
Armand Feigenbaum
Philip Crosby
Genichi Taguchi
Kaoru Ishikawa
PHILOSOPHIES OF TQM
Commonalities of Themes of Quality Gurus
Inspection is never the answer to Quality Improvement.
Involvement of leadership & top management is essential to the necessary
culture of commitment of quality.
A program for quality requires organization wide efforts & long term
commitment , accompanied by the necessary investment in training.
PHILOSOPHIES OF TQM
Walter A.Shewart was a statistician at Bell Labs during 1920s &1930s
Shewart studied randomness and recognized that variability existed in all
manufacturing processes contributed to the understanding of process
variability.
He developed quality control charts that are used to identify whether the
variability in the process is random or due to an assignable cause such as poor
workers or miscalibrated machinery.
He stressed that eliminating variability improves quality.
PHILOSOPHIES OF TQM
W.Edwards Deming was a statistics professor . He stressed on managements
responsibility for quality .
He developed “14 points” to guide companies in quality improvement.
PHILOSOPHIES OF TQM
Dr. Joseph M.Juran is considered to have great impact on quality
management .He defined quality as “fitness for use”. He developed the
concept of cost of quality.
PHILOSOPHIES OF TQM
Armand V.Feigenbaum introduced the concept of total quality control in
which he outlined his quality principles in 40 steps.
PHILOSOPHIES OF TQM
Philip B Crosby coined the phrase “quality is free” and also introduced the
concept of zero defects.
PHILOSOPHIES OF TQM
Kaoru Ishikawa developed the cause and effect diagram and also identified
the concept of internal customer.
PHILOSOPHIES OF TQM
Genichi Taguchi focused on product quality design.
