4. Total Quality Management Doing things right….. … .FIRST time. Internetix (2005)

9. SHAILENDRA DAF (Source: BS 7850: 1992, “Total Quality Management”) Controls Process Outputs Inputs Resources

10. SHAILENDRA DAF (Source: BS 7850: 1992, “Total Quality Management”) As customer Process owner As customer As supplier Process owner As supplier Process 1 Process 1 Input Output Output to customer Input from supplier

11. TQM & organizational Cultural Change Traditional Approach Lack of communication Control of staff Inspection & fire fighting Internal focus on rule Stability seeking Adversarial relations Allocating blame TQM Open communications Empowerment Prevention External focus on customer Continuous improvement Co-operative relations Solving problems at their roots SHAILENDRA DAF

12. Customers’ expectations for the product or service Customers’ perceptions of the product or service Customers’ perceptions of the product or service Customers’ expectations for the product or service Customers’ perceptions of the product or service Expectations > perceptions Expectations = perceptions Expectations < perceptions Perceived quality is governed by the gap between customers’ expectations and their perceptions of the product or service Customers’ expectations of the product or service Source: Slack et al. 2004 SHAILENDRA DAF Gap Perceived quality is poor Perceived quality is good Gap

14. A “Gap” model of Quality Source: Parasuraman, Zeithman and Berry. 1985 SHAILENDRA DAF Customer’s expectations concerning a product or service Customer’s perceptions concerning the product or service Previous Experience Word of mouth communications Image of product or service Customer’s own specification of quality Management’s concept of the product or service organization’s specification of quality The actual product or service Gap 1 Gap 2 Gap 3 Gap 4

19. SHAILENDRA DAF Time Performance “ Continuous” improvement Plan Do Check Act

21. SHAILENDRA DAF Source: 2004 Criteria for Performance Excellence, U.S. Dept. of Commerce, Baldrige National Quality Program, National Institute of Standards and Technology, Gaithersburg, MD 20899. (www.quality.nist.gov)

22. Product Continual improvement of the quality management system Customers (and other interested parties) Requirements Management responsibility Resource management Measurement, analysis and improvement Product realisation Output Satisfaction Input Source: BS EN ISO 9001:2000 Key: Value adding activity information flow Customers (and other interested parties) SHAILENDRA DAF

23. SHAILENDRA DAF