This presentation discusses total quality management (TQM) and effective communication. TQM is defined as managing the entire organization to excel in all dimensions important to customers. Effective communication is a two-way interaction to transmit information and mutual understanding between parties. It is important for business success. TQM relies on strong communication and modern technology to achieve quality standards in products and services through continuous improvement, zero defects, and training. Key techniques include Six Sigma, JIT, Pareto analysis, and Five Whys. Benefits of TQM include better process control, reduced costs and defects, and improved customer perceptions.

1. A
Presentation
on
“TOTAL QUALITY MANAGEMENT AND EFFECTIVE
COMMUNICATION”
PRESENTED BY:
Khushboo Choudhary

2. TOTAL QUALITY MANAGEMENT(TQM) –
A PHILOSOPHY
 TQ may be defined as
managing the entire
organization so that it excels on
all dimensions of products and
services that are important to
the customer.
 ACRONYMS - CQI , QIDW ,
TQC, etc.

3. WHY IS IT IMPORTANT?
 A key factor to improve an
organizations quality of
service.
 Total organization using
quality thinking and
methods to Manage.

4. EFFECTIVE COMMUNICATION
 An ideal definition- Communication is a 2-way
interaction between two parties to transmit information
and mutual understanding between themselves.
 It is a professional key to success.

5. HOW IMPORTANT IS COMMUNICATION?
Employers hire effective communicators
Survey of Fortune 500 executives links communication
skills to business success.

6. “The single biggest problem in
communication is the illusion that it has
taken place.”
COMMUNICATION INCLUDES:
- Good listening
- Awareness of non-verbal
communication
- Recognizing communication barrier
- The art of clear request
- Exploring your own unresolved issues
- Deciding when and why to have a
difficult conversation

7. COMMUNICATION MODEL

8. METHODS OF COMMUNICATION
 Verbal Communication
 Written Communication
 Visual Communication

9. Role of EFFECTIVE COMMUNICATION
in TOTAL QUALITY MANAGEMENT
 Strong relationship between good communication and successful
quality implementation.
 The central concept of TQM has to do with the achievement of
quality standard in products and services.
 This achievement is possible through effective communication
anchored on modern communication technology.
 Designed to improve the general functioning and process of an
organization.

10. TQM COMPONENTS
TQM has four basic components
 Put customers first
 Make Continuous Improvement
 Aim for zero defects
 Training and development

11. TECHNIQUES OF TQM
Six sigma,
JIT,
Pareto analysis,
and
Five Whys

12.  Six Sigma – Statistical approach for minimum defects.
 Just in time – Technique to perform an operation (usually
compiling).
 Pareto Analysis – Statistical approach to limit number of
tasks.
 Five Whys – A question-asking technique used to explore the
cause-and-effect relationships underlying a particular
problem.

13. BENEFITS OF TQM
 Better control of processes resulting in consistency from
design through to delivery.
 Reduced production time.
 A reduction in the quantity of goods damaged in transits.
 Reduced delivery time.
 Decreased set of chemicals.
 Increased measurement of performance.
 Improvement in customer perceptions of the company.

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