CHAPTER ELEVEN

TQM & CONTINUOUS IMPROVEMENT

Chapter 11
TQM &
Continuous
Improvement
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Total Quality Management

A philosophy that involves

everyone in an organization in a
continual effort to improve quality
and achieve customer
satisfaction.

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Elements of TQM
Continual improvement
Competitive benchmarking
Employee empowerment
Team approach
Decisions based on facts rather than
opinions
Knowledge of tools
Supplier quality
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Continuous Improvement
Philosophy that seeks to make
never-ending improvements to the
process of converting inputs into
outputs.
Kaizen: Japanese word
for continuous
improvement.

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Quality at the Source

The philosophy of making

each worker responsible for
the quality of his or her work.

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Basic Steps in Problem Solving
Define the problem and establish an
improvement goal
Collect data
Analyze the problem
Generate potential solutions
Choose a solution
Implement the solution
Monitor the solution to see if it
accomplishes the goal
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 CHAPTER ELEVEN
Figure 11-1 TQM & CONTINUOUS IMPROVEMENT
The PDSA Cycle

Plan

Act

Do

Study

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Process Improvement and Tools
Process improvement - a systematic
approach to improving a process
Process mapping
Analyze the process
Redesign the process
Tools
There are a number of tools that can be used for
problem solving and process improvement
Tools aid in data collection and interpretation, and
provide the basis for decision making
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Seven Basic Quality Tools
Check sheets
Flowcharts
Scatter diagrams
Histograms
Pareto analysis
Control charts
Cause-and-effect diagrams
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Methods for Generating Ideas
Run charts
Brainstorming
Quality circles
Interviewing
Benchmarking
5W2H
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Check Sheet

Billing Errors Monday

Wrong Account

Wrong Amount

A/R Errors

Wrong Account

Wrong Amount

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Pareto Analysis

Number of defects
80% of the
problems
may be
attributed to
20% of the
causes.
Off Smeared Missing Loose Other
center print label
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Run Chart
Diameter

Time (Hours)
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Figure11-9 TQM & CONTINUOUS IMPROVEMENT
Control Chart

1020
UCL
1010
1000
990
980
LCL

970
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

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Figure11-10 TQM & CONTINUOUS IMPROVEMENT
Cause-and-Effect Diagram

Methods Materials
Cause
Cause
Cause
Cause
Cause Cause
Environment Effect
Cause Cause

Cause Cause
Cause Cause

People Equipment

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 CHAPTER ELEVEN
Figure11-14 TQM & CONTINUOUS IMPROVEMENT
Tracking Improvements

UCL UCL
UCL

LCL
LCL
Additional improvements
LCL Process centered made to the process
Process not centered and stable
and not stable

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