CBME 1 | Lesson 1 | Part 2/3

Summary

This lesson delves into the principles of Total Quality Management (TQM), emphasizing its holistic approach to achieving excellence in organizational performance. It highlights the importance of satisfying customers by meeting or exceeding their expectations, using quality control, statistical quality control, and continuous quality improvement. TQM is presented as a philosophy guiding continuous improvement, integrating management techniques and tools to enhance processes and prioritize customer needs. The lesson also touches on the six resources for quality management, stressing the significance of leadership, strategic planning, and proactive feedback incorporation for personal and organizational growth.

Takeaways

• 😀 Total Quality Management (TQM) is about achieving excellence by managing the whole organization to meet and exceed customer expectations.
• 📈 The 'total' in TQM emphasizes totality, meaning all members of the organization should work consistently towards the objective of customer satisfaction.
• 🔍 Quality is defined as meeting customer expectations, which are based on the products and services provided by the company.
• 🎯 TQM aims for 100% customer satisfaction, using this as a standard to measure success and high customer satisfaction.
• 🛠️ TQM involves the application of quantitative methods and human resources to improve all processes within an organization, with a focus on customer needs.
• 🔧 Quality Control (QC) is a technique used in TQM that includes activities for product/service improvement and maintenance, such as inspection and review.
• 📊 Statistical Quality Control (SQC) is a branch of TQM that involves the collection and analysis of data to improve quality control activities.
• 🔄 Continuous Quality Improvement (CQI) is a key process in TQM that focuses on managing and improving quality for both internal and external customers.
• 🛑 There are six resources used in TQM to achieve quality, including the tool of the trade, strategic quality planning, assessing quality, implementation of quality, leading quality, and quality life.
• 👥 Leadership plays a crucial role in TQM, with top management setting the example for the organization to follow and work towards quality improvement.
• 🔄 TQM is a long-term process that requires a passion for gathering and acting on customer feedback to drive continuous improvement and refinement of services.

Q & A

What does 'total' signify in the context of Total Quality Management (TQM)?

In TQM, 'total' refers to the totality of an organization, implying that all members should make consistent efforts to achieve the firm's objective of customer satisfaction.

How is 'quality' defined in the context of the provided transcript?

Quality, as discussed in the transcript, is about meeting customer expectations, which are based on the products and services they avail from the company.

What is the ultimate goal of Total Quality Management as described in the lesson?

The ultimate goal of TQM is to achieve 100% customer satisfaction by exceeding their expectations through continuous improvement of organizational processes.

What are the key components of TQM according to the transcript?

The key components of TQM include a philosophy and guiding principles, the application of quantitative methods and human resources, and the integration of management techniques, improvement efforts, and technical tools under a disciplined approach.

Can you explain the role of quality control (QC) in TQM as mentioned in the transcript?

Quality control in TQM involves techniques and activities for improving and maintaining product or service quality to achieve customer satisfaction. It includes specifications, design, production, and inspection and review of products and services.

What is Statistical Quality Control (SQC) and how does it fit into TQM?

Statistical Quality Control is a branch of TQM that involves the collection, analysis, and interpretation of data for use in quality control activities, aiming to improve products based on customer feedback.

What is Continuous Quality Improvement (CQI) and its significance in TQM?

Continuous Quality Improvement is a key process in TQM that focuses on managing and enhancing quality for both internal and external customers by developing strategies to address feedback and improve products and services.

What are the six resources used to achieve quality management as outlined in the transcript?

The six resources used to achieve quality management include the tool of the trade, strategic quality planning, assessing quality, implementation of quality, leading quality, and quality life.

How does the transcript define the 'tool of the trade' in the context of TQM?

The 'tool of the trade' in TQM refers to processes used to improve job performance, which are essential for enhancing the quality of products and services.

What is the significance of strategic quality planning in TQM as mentioned in the lesson?

Strategic quality planning is significant in TQM as it involves creating a vision and mission for the company, which then translates into shared responsibilities to work towards quality as a unified organization.

How does the transcript describe the process of assessing quality in TQM?

Assessing quality in TQM involves considering both external and internal forces, including customer feedback and internal organizational factors, to improve product and service quality using feedback.

Outlines

00:00

📚 Introduction to Total Quality Management

This segment introduces the second part of a lesson on 'Organization Management and Systems,' focusing on 'Total Quality Management' (TQM). The instructor explains the meaning of 'total' in TQM as encompassing the entire organization's efforts to satisfy customers and achieve company objectives. The term 'quality' is discussed as meeting customer expectations, with the ultimate goal of 100% customer satisfaction. The segment also defines TQM as a philosophy and set of principles aimed at continuous organizational improvement, involving quantitative methods and human resources to enhance processes and meet customer needs. Key terms like 'quality control' and the importance of aligning customer expectations with company standards are highlighted.

05:01

🔍 Techniques and Resources in TQM

Paragraph 2 delves into the techniques and resources utilized in TQM. It begins with 'Quality Control' (QC), which includes activities for product or service improvement and maintenance, with examples from fast-food chains like McDonald's. 'Statistical Quality Control' (SQC) is introduced as a data-driven approach to quality control. 'Continuous Quality Improvement' (CQI) is emphasized as a key process for managing and enhancing quality for both internal and external customers. The paragraph also outlines six resources for achieving quality management: tool of the trade, strategic quality planning, assessing quality, implementation of quality, leading quality, and quality life. Each resource is briefly explained in the context of TQM.

10:03

🛠️ Implementing Quality Management Processes

Paragraph 3 discusses the implementation of quality management processes, including addressing customer complaints and determining critical processes for proactive issue resolution. It also covers the importance of measuring progress and redesigning processes based on feedback. The concept of 'leading quality' is introduced as a collective responsibility within the organization, emphasizing teamwork and leadership's role in quality management. The paragraph concludes with the idea of 'quality life' as a result of effectively applying TQM principles to personal life, suggesting that quality management should extend beyond the workplace to enhance customer satisfaction in their interactions with the company's products and services.

15:03

🌟 The Importance of Leadership and Feedback in TQM

The final paragraph summarizes the key points of the lesson, emphasizing the importance of leadership, particularly from top management, in driving TQM. It highlights the view of quality as a long-term process that requires multiple steps and continuous improvement. The paragraph stresses the necessity of gathering and acting on customer feedback, whether positive or negative, to enhance service quality. The instructor concludes by reiterating the importance of doing the right things right to achieve 100% customer satisfaction and encourages viewers to watch the next part of the lesson for further insights into TQM.

Keywords

💡Total Quality Management (TQM)

Total Quality Management (TQM) is a philosophy and set of guiding principles that serve as the foundation for continuously improving an organization. It is the application of quantitative methods and human resources to improve all processes within an organization to meet customer needs. In the video, TQM is discussed as the overarching theme, emphasizing the importance of managing the whole organization to achieve excellence and customer satisfaction.

💡Customer Satisfaction

Customer satisfaction refers to meeting or exceeding customer expectations in terms of the products or services provided. The video highlights the goal of achieving '100% customer satisfaction' as the ultimate measure of quality, indicating that the organization's success is tied to how well it satisfies its customers.

💡Quality Control (QC)

Quality Control (QC) involves techniques and activities aimed at improving and maintaining the quality of products or services. The script mentions QC as a critical technique in TQM, where specifications, design, production, and inspection are all considered to ensure the product or service meets the desired quality standards, as exemplified by fast food chains conducting regular inspections.

💡Statistical Quality Control (SQC)

Statistical Quality Control (SQC) is a branch of TQM that involves the collection, analysis, and interpretation of data for use in quality control activities. The script describes SQC as essential for processing customer feedback to drive product improvement, emphasizing the importance of data in enhancing quality.

💡Continuous Quality Improvement (CQI)

Continuous Quality Improvement (CQI) is the process of managing and improving quality for both internal and external customers. The video script discusses CQI as a key process in TQM, focusing on developing strategies to address feedback and improve products and services, thereby aiming to deliver better service than before.

💡Resources for Quality Management

The script identifies six resources used to achieve quality management, including the 'tool of the trade' (processes), strategic quality planning, assessing quality, implementation of quality, leading quality, and quality life. These resources are integral to the TQM approach, ensuring that all aspects of the organization contribute to quality excellence.

💡Strategic Quality Planning

Strategic quality planning is part of the resources for quality management and involves setting the vision and mission of the company, which then translates into shared responsibilities within the organization. The script emphasizes the importance of planning in aligning the organization towards achieving quality goals.

💡Assessing Quality

Assessing quality involves considering both external and internal forces that affect the quality of products and services. The video mentions the use of feedback from clients and internal staff to improve quality, highlighting the importance of understanding customer needs and internal processes.

💡Implementation of Quality

Implementation of quality involves a six-step process, starting with educating about product knowledge and standard operating procedures, assessing feedback, addressing issues, determining critical processes, measuring progress, and redesigning processes. The script uses this concept to illustrate the systematic approach to embedding quality in an organization's operations.

💡Leading Quality

Leading quality is the responsibility of everyone in the organization, not just management. The script discusses the importance of leadership in TQM, where good leadership exemplifies teamwork and contributes to a more productive and refined service, ultimately leading to higher customer satisfaction.

💡Quality Life

Quality life, as mentioned in the script, is the result of effectively applying the principles of TQM to one's personal life, particularly that of the clients enjoying the rendered services. It suggests that the principles of TQM can extend beyond the workplace to enhance the overall quality of life.

Highlights

Total Quality Management (TQM) is defined as a philosophy and set of guiding principles for continuous organizational improvement.

TQM aims for 100% customer satisfaction through meeting and exceeding customer expectations.

Quality is about delivering products and services that align with customer expectations based on their perceptions.

TQM involves managing the entire organization to achieve excellence in all processes.

Quality control (QC) is a technique used to improve and sustain product or service quality through inspections and reviews.

Fast food chains like McDonald's and Jollibee use QC to maintain product quality on a regular basis.

Statistical Quality Control (SQC) involves data collection and analysis for quality control activities.

Continuous Quality Improvement (CQI) focuses on managing and improving quality for both internal and external customers.

Six resources are identified for achieving quality management, including tool of the trade, strategic quality planning, and assessing quality.

Implementation of quality involves six steps, including educating, assessing, addressing issues, determining critical processes, measuring progress, and redesigning processes.

Leading quality emphasizes the responsibility of everyone in the organization for quality management.

Quality life is the result of applying TQM principles to one's personal life, enhancing the customer's experience.

TQM discourages false marketing and promotes honesty in meeting customer expectations.

TQM has three processes: leadership by top management, viewing quality as a long-term process, and a passion for gathering and acting on customer feedback.

Leadership is crucial for setting an example and fostering teamwork, which leads to refined services and higher customer satisfaction.

Gathering and acting on feedback is essential for maintaining and improving service quality based on customer insights.

Transcripts

[Music]

hello again class and i would like to

welcome you on the part two of our

lesson one which is entitled overview of

organization management and systems

and in this topic we will be discussing

the concepts or definitions under the

total quality management the first term

that we need to consider and define is

the word total when we talk about total

it pertains to totality that means all

members of the organization could have

this consistent efforts in order for us

to come up with the realization of the

objective of the firm and that objective

is actually to satisfy the customers for

us

to

engage at the same time to win their

hearts in terms of the products or

services that they are availing in our

company

secondly is the term quality and when we

talk about quality

this is all about meeting the customers

expectations and this customer's

expectations are already based in the

products and services that they are

availing in our company and the ultimate

goal is to come up with a 100

highly satisfied customer so our

standard is on this level

the customers expectations would define

if they are highly satisfied or not

if their expectations are lower than the

standard then we could have a higher

satisfaction in terms of the customers

comments and feedbacks but the problem

is if our standard is on this line and

their expectations are higher than the

standard then that could be the

challenge as well because we need to

come up with products and services that

will meet their high satisfaction or

high expectation in order for us to come

up with a 100

or a highly satisfied customers

to sum it up

total quality management is the art of

managing the whole to achieve excellence

it is defined as both a philosophy and a

set of guiding principles that

represents a foundation of continuously

improving organization

it is the application of quantitative

methods and human resources

to improve

all the processes within an organization

and exhibit the customer needs

it also integrates fundamental

management techniques

existing improvement efforts and

technical tools under a disciplined

approach

so from the stated definition of total

quality management we will be calling

out the important terms or important

keywords from the definition itself

which is total quality management

pertains to the art of managing

of the work and this managing of the

work should come up with an excellent

job in terms of excellence we will be

considering a performance indicator

which is a hundred percent customer

satisfaction from our clients

other than that it is also called a

philosophy and with guiding principles

in terms of this it should be a process

wherein there is a continuous

improvement of the organization in terms

of the production and operation in order

for us to again

wrap up to a hundred percent customer

satisfaction

total quality management is also dealing

with the qualitative methods and human

resources and these qualitative methods

would refer to the improvement of the

processes considering qualitative values

and we come up with service and

statistical forms in order for us to

exceed the customer's needs and of

course to come up with a more

disciplined approach in terms of meeting

the customers satisfaction and to have

or to journey our products into a high

quality products which is the aim of the

total quality management

total quality management is actually

involving techniques in order for it to

maintain the quality of the product the

first technique that we will be using is

what we call the quality control

quality control or qc is a term

used in the techniques and the

activities to be done for the

improvement of the product or the

service as well as the sustenance of the

product or a service in order for us to

achieve still the 100 satisfaction of

the guests it involves specifications it

involves design

it involves production and it involves

inspection and review of the products

and services that we are rendering in

order for us to maintain its quality the

best example for this are for fast food

chains where in

they are scheduling it on a quarterly

basis monthly basis and weekly basis in

order for them to maintain the quality

of the product they conduct inspections

they can

review

in terms of the products that they are

offering

and the

the example of fast food chain who are

doing this are mcdonald's

jollibee kentucky fried chicken and

other fast food chain not only pasco

chain but also other service and product

rendering establishments another

technique that is used in total quality

management is what we call the

statistical quality control or what we

call the sqc it is actually a branch of

total quality management wherein it is

defined as the collection

analysis

interpretation of data for use in

quality control activities

these are data gathered from customers

or clients wherein we could process

these things for the improvement of the

products that we are selling

thirdly is what we call the continuous

quality improvement or the cqi which

means it is the key process

of managing and improving the quality

for both internal and external customers

in order for us to meet the objective

which is to deliver the service in a

better way as compared to yesterday's

service

that means we are developing strategies

in order for us to deal with the

problems or feedbacks either positive or

negative that could

come up with a betterment of the product

that we are offering including the

services as well as we offer them to our

clients

another concept that we need to consider

in total quality management is what we

call the resources used to achieve

quality management and there are six

resources used the very first one

is the tool of the trade when we talk of

the tool of the trade these are actually

processes

where in they are used in order for us

to improve our job performance

secondly is the strategic quality

planning so planning plays a very

important role in the organization and

production

in terms of the

planning process we should come up with

the vision and mission of the company

which this can transform into shared

responsibilities for the organization to

work as one in achieving the quality the

third one is assessing the quality in

assessment of the quality we should be

considering the external and the

internal forces

and external forces would include the

clients

which they performs a big part of the

organization since they are the users of

the product or the

users of the services rendered by the

company and for the internal factors

these are considered to be the people

within the organization because they are

the ones who are producing and rendering

services or

products

to the clients or the customers

in assessing this we will be using this

feedbacks in order for us to improve the

quality of the products and services

that we are rendering to the clients

another one is implementation of quality

in implementing the quality there are

actually

six steps

in the

process and the very first one is

educating educating in terms of gaining

knowledge with regards to the products

that we are selling

product knowledge is very important

especially when we are working in a

service oriented company we should know

what are the services rendered and how

these services render properly to the

guests

we will be considering as well the

standard operating procedures or the

sops in order for them to be executed

well another one is what we call

assessing

again as i have said assessing will be

dealing with the positive and the

negative feedbacks for the improvement

of the quality of the products that we

are rendering

next is

next is addressing the issues issues

under customer complaints are considered

under this process and we can use the

heat method in considering the

complaints of our guests especially if

it is a service oriented company

another one is to determine the critical

processes and under determining the

critical processes these are the steps

we need to consider in order for us to

locate

where are the hazards to be considered

in the workplace not only in the

workplace but also in the rendering of

the services to the clients or to the

guest so the critical points or the

critical processes are to be considered

in order for us to address these things

proactively and not reactively

another one is how to measure the

progress

we will make sure that in the rendering

of the service or the product

we are

getting this um satisfaction

and as we get the satisfaction it can be

considered as a success indicator that

the product is really rendered in a

proper way and in a progressive way

next is redesigning the process so we

redesign the process if there are

problems committed

committed or encountered by the clients

or by the people working in the

workplace for example there are

complaints about engineering and

maintenance department of a hotel so

what could be done in order for this

processes

to be corrected since they are

considered to be critical and most of

the complaints are coming from this

processes and lastly the continuing

improvement which is the one of the aim

of total quality management to improve

base again from the feedbacks coming

from the customers

number five is leading quality since we

talk about leading quality it is

actually a responsibility

for everyone in the organization not

only

one of the subordinate but working as a

team is very important because in

an organization since leadership is

intimately related to managing and

improving the quality it is given as

much importance

and lastly the quality life which is

considered to be the result of the

effective application of the principle

to one's personal life and we are

pertaining here to the personal life of

the client who are enjoying the rendered

service by the service providers

in the concept of total quality

management a point to ponder is quality

of doing right things right

this means that since we are meeting a

hundred percent customer satisfaction

we are and we should be because it's a

must to efficiently and effectively do

the right things

for example

these expectations of the guests are

clearly understood

clearly identified and at the same time

clearly realize when they avail the

product so this products should be

delivered into actions in order for this

to become successful the best example

for this is false marketing

we are discouraged to do false marketing

because clients would know if the

products that we are selling is very

different from the advertisements that

they see on the television on flyers or

in whatever advertisement strategy that

we are using it is very important to

deal with our clients in an honest

manner in order for them to

be happy with the services and products

that we are rendering in that case

their expectations will be lower thus

satisfaction is guaranteed

total quality management has three

processes in managing and improving it

the very first one is the leadership by

top management this is very important

because the leader should be followed

by the organization

and since there is good leadership in an

organization teamwork is exemplified and

since teamwork is exemplified it will

lead to a more productive team at the

same time to a more

refined services which enables us to

meet 100 satisfaction from our clients

secondly is a view of quality as a

long-term process

it is not

just achieved in an overnight we're in

if we wish to have that quality that we

are looking for in the products that we

are

um

selling or the services that we are

rendering to our clients we can get it

at the same time because

it is a process wherein it undergoes

through several steps in order for us to

achieve what we wanted for the company

and lastly a passion for gathering and

acting on feedback from customers

not only to gather the feedbacks maybe a

positive one or a negative one but the

most important thing is to come up with

actions or recommendations in order for

these feedbacks to be addressed

if it is a positive feedback then it

should be maintained it should be

redesigned in the sense that it will

become much better than the previous

method that we are doing or if it is a

negative feedback it is actually a

driving force in order for us to improve

the quality of the service that we are

rendering so that is all for lesson one

part two which is the definition of

terms under the total quality management

thank you for watching and please tune

in to the very last part which is part

three of three of our lesson one in the

next video see you again

[Music]