1. Prepared by
RAMANANDA

2. Contents
 Introduction
 Definition of TQM
 Details about TQM
 TQM principles
 Level of TQM
 TQM for your life!
 Over views
 Conclusion
`

3.  The expression Total Quality Management
started to appear in the 1980s
 TQM truly became pervasive in 1990s
 Now a days it plays a vital role in every
organization or firm
 For providing better service every firm must
need it
Introduction

4. Cont…
 Need to know following things
a. What is customer?
E.g. external and internal
b. What is product?
c. How customer satisfied?
d. What are feature of products?
e. Freedom of deficiencies

5. DEFINITION OF TQM
 TQM is a management approach for an
organization, centered on quality, based on
the participation of all its members and
aiming at long-term success through customer
satisfaction, and benefits to all members of
the organization and to society
 TQM Definitions:
 Focussing on customers satisfaction.
 Provides best quality product at lowest possible price
 Prevention of defects, target is zero defects

7. Details About TQM
Total = Quality involves everyone and all
activities in the company.
I. Marketing
II. Finance
III. Design
IV.Engineering
V. Production
VI.Customer service

8. Cont…
Q : quest for excellence
U : understanding customer
A : action for achieve customer satisfaction
L : better leadership
I : involvement of all people
T : team spirit to work for common goal
Y : yardstick to measure progress

9. : conformation to specification
: conformation to requirement
: value for money
: customer's perception
: combination of aesthetics, feature
and design
Cont…
=

10. Total Quality Management
is the foundation for activities which include;

11. The Deming Cycle or PDCA Cycle
PLAN
Plan a change to the process. Predict the
effect this change will have and plan how
the effects will be measured
ACT
Adopt the change as a
permanent modification to
the process, or abandon it.
DO
Implement the change on a
small scale and measure
the effects
CHECK
Study the results to learn what
effect the change had, if any

13. meeting external customer need
meetings the needs of internal customers
:
meetings the requirements of accuracy,
completeness innovation , timeliness and cost

14. TQM principles
 Principles (by focusing on the follows):
 Management Commitment
Plan (drive, direct)
Do (deploy, support, participate)
Check (review)
Act (recognize, communicate, revise)
 Employee Empowerment
Training
Suggestion scheme
Measurement and recognition
Excellence teams

15. Cont…
 Fact Based Decision Making
 SPC (statistical process control)
 Statistical tools
 TOPS (Team Oriented Problem Solving)
 Continuous Improvement
 Excellence teams
 Cross-functional process management
 Attain, maintain, improve standards

16. Cont…
 Customer Focus
 Supplier partnership
 Service relationship with internal customers
 Never compromise quality
 Customer driven standards

17. Scope Company Wide
Scale Everyone is responsible for Quality
Philosophy Prevention not Detection
Standard Right First Time
Control Cost of Quality
Theme On going Improvement
Approach Management Led

18. TQM principles, an example
50%
2%
100%
20%
0%
20%
40%
60%
80%
100%
Before TQM After TQM
In 1986, Globe Metallurgical company was in trouble
Productivity
Export
There are famous companies have been applied TQM and
gained a big benefits, e.g. Toyota, Ford & Motorola.

19. Created by International Organization for Standardization
(IOS) which was created in 1946 to standardize quality
requirement within the European market.
 IOS initially composed of representatives from 91 countries
 Prefix “ISO” in the name refers to the scientific term
“iso” for equal. Thus, certified organizations are assured to have
quality equal to their peers.
 It contains 6 parts i.e. ISO , ISO9000, ISO2000, ISO2001,
ISO2002, ISO2003, ISO2004
 It defines a well-designed, well-implemented and well managed
quality system provides confidence that outputs will meet
customer expectations and requirements.

20. Created to meet five objectives:
1. Achieve, maintain, and seek to continuously
improve product quality in relation to the
requirements.
2. Improve the quality of operations to continually
meet customers’ and stakeholders’ needs.
3. Provide confidence to internal management that
quality requirements are being met.
4. Provide confidence to the customers that quality
requirements are being met.
5. Provide confidence that quality system
requirements are fulfilled.
ISO 9000: 2000

21. Principle 1: Customer Focus
Principle 2: Leadership
Principle 3: Involvement of people
Principle 4: Process approach
Principle 5: Systems approach for management
Principle 6: Continual improvement
Principle 7: Factual approach to decision making
Principle 8: Mutually beneficial supplier
relationships.

22. TQM for your life!
 Try TQM
 Total  Quality involves everyone and all activities.
 Quality  Conformance to Requirements.
 Management  Quality can and must be managed.
(Ethics, Integrity, Trust, Training, Teamwork, Leadership,
Communication and Recognition).
 Find a goal for your life & implement TQM to achieve it, I
am sure:
 You will see the difference…. with TQM

23. Over views…
 TQM = A process for managing quality;
 It must be a continuous way of life;
 A philosophy of perpetual improvement in everything we do
 Why TQM is a GOLDEN word?
 It is an Improvements in quality, productivity, competitiveness
and financial return.

24. Conclusion
TQM:
 An approach to the art of management (philosophy).
 It is an Improvement tool.
 It is direct you to achieving goals.
 It is a lifestyle for successful people.

26. THANK YOU
Do the right things, right the first time,
every time