BY-CHAMWAD S L
ROLL NO.11
MBA-II
 Total - made up of the whole
 Quality - degree of excellence a product or
service provides
 Management - act, art or m...
Total Quality Management means that the
organization's culture is defined by and
supports the constant attainment of custo...
“Do the right things right the
first time, every time.”
At it‟s simplest, TQM is all managers leading
and facilitating all contributors in everyone‟s
two main objectives:
(1) to...
 Traditional view:
◦ Quality cannot be improved without significant
losses in productivity.
 TQM view:
◦ Improved qualit...
 1. The customer makes the ultimate determination
of quality.
 2. Top management must provide leadership and
support for...
Traditional Approach Continuous Improvement
Market-share focus
Individuals
Focus on „who” and “why”
Short-term focus
Produ...
Manufacturing
Dimensions
Performance
Reliability
Durability
Perceived quality
Service Dimensions
Reliability
Responsivenes...
 TQM is the management process used to make
continuous improvements to all functions.
 TQM represents an ongoing, contin...
THANK YOU
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TQM

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TQM

  1. 1. BY-CHAMWAD S L ROLL NO.11 MBA-II
  2. 2.  Total - made up of the whole  Quality - degree of excellence a product or service provides  Management - act, art or manner of planning, controlling, directing,…. Therefore, TQM is the art of managing the whole to achieve excellence.
  3. 3. Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.
  4. 4. “Do the right things right the first time, every time.”
  5. 5. At it‟s simplest, TQM is all managers leading and facilitating all contributors in everyone‟s two main objectives: (1) total client satisfaction through quality products and services; and (2) continuous improvements to processes, systems, people, suppliers, partners, products, and services.
  6. 6.  Traditional view: ◦ Quality cannot be improved without significant losses in productivity.  TQM view: ◦ Improved quality leads to improved productivity.
  7. 7.  1. The customer makes the ultimate determination of quality.  2. Top management must provide leadership and support for all quality initiatives.  3. Preventing variability is the key to producing high quality.  4. Quality goals are a moving target, thereby requiring a commitment toward continuous improvement.
  8. 8. Traditional Approach Continuous Improvement Market-share focus Individuals Focus on „who” and “why” Short-term focus Product focus Innovation Customer focus Cross-functional teams Focus on “what” & “how” Long-term focus Process improvement Problem solving
  9. 9. Manufacturing Dimensions Performance Reliability Durability Perceived quality Service Dimensions Reliability Responsiveness Assurance Empathy
  10. 10.  TQM is the management process used to make continuous improvements to all functions.  TQM represents an ongoing, continuous commitment to improvement.  The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement.
  11. 11. THANK YOU

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