2. What isTQM?
TQM is the integration of all functions and processes
within an organization in order to achieve continuous
improvement of the quality of goods and services.
The goal is customer satisfaction.

3. “TQM is a corporate business management philosophy which
recognizes that customer needs and business goals are
inseparable. It is applicable within both industry and commerce.”
- British Quality Association
“TQM is a management philosophy for continuously improving
overall business performance based on leadership, supplier
quality management, vision and plan statement, evaluation,
process control and improvement, product design, quality system
improvement, employee participation, recognition and reward,
education and training and customer focus. - Management
Philosophy

4.  W Edwards Deming
 Philip Crosby
 Kauro Ishikawa

5. The best known of the
“early” pioneers, is credited
with popularizing quality
control in Japan in early
1950s.
Today, he is regarded as a
national hero in that country
and is the father of the
world famous Deming Prize
For Quality.

7. Improve constantly and forever
every process for planning,
production and service
Institute training on
the job
Create constancy of
purpose for improving
products and services.
Adopt the new
philosophy
Cease dependence on
inspection to achieve
quality
End the practice of awarding
business on price alone; instead,
minimize total cost by working with
a single supplier
Adopt and institute
leadership
Drive out fear
Break down
barriers between
staff areas
Eliminate slogans,
exhortations and
targets for the
workforce
Eliminate numerical
quotas for the
workforce and
numerical goals for
management
Remove barriers
that rob people of
pride of
workmanship, &
eliminate the
annual rating or
merit system
Institute a vigorous
program of education and
self-improvement for
everyone
Put everybody in
the company to
work accomplishing
the transformation
1
2
3
4
5
6
7
8
9
10
11
12
13
14

8.  Quality is defined as conformance to
requirements, not “goodness”
 The system for achieving quality is
prevention, not appraisal.
 The performance standard is zero
defects, not “that’s close enough”
 The measurement of quality is the
price of non-conformance, not
indexes.

10. 1. Management
commitment
2. Quality
improvement
team
3. Quality
measurement4. Cost of
quality5. Quality
awareness6. Corrective
action7. Zero
defects
planning
8. Supervisor
training9. Quality
measurement10. Cost of
quality11. Quality
awareness12. Corrective
action
13. Zero
defects
planning
14. Supervisor
training15. Zero
defects day16. Goal
Setting
17. Error
casual
removal
18.
Recognition19. Quality
Councils
20. Do it over again!

11.  Pareto Chart
 Cause and effect diagram
 Stratification chart
 Scatter diagram
 Check sheet
 Histogram
 Control Chart

12.  Inspection is never the answer to quality improvement, nor is “policing”.
 Involvement of leadership and top management is essential to the
necessary culture of commitment to quality.
 A program for quality requires organization-wide efforts and long term
commitment, accompanied by the necessary investment in training.
 Quality is first and schedules are second.

13. Be
customer
focused
Do it
right the
first time
Constant
Improve
Measure
the work
Quality
is an
attitude
Educate
and train
people

14.  Greater customer loyalty
 Market share improvement
 Higher stock prices
 Reduced service calls
 Higher prices
 Greater productivity

16.  ISO is an international Organization for Standards that was
formed by technical committees.
 They provide user-friendly guidelines for a wide range of
organizations.

17. ISO (International Organization for Standardization) is the
world’s largest developer of voluntary International
Standards. International Standards give state of the art
specifications for products, services and good practice,
helping to make industry more efficient and effective.
Developed through global consensus, they help to break
down barriers to international trade.

18. The ISO 9000 family of standards is related to quality
management systems and designed to help organizations
ensure that they meet the needs of customers and other
stakeholders while meeting statutory and regulatory
requirements related to the product.

19.  ISO was established in 1947, in Switzerland, with the
purpose of developing intellectual, scientific, technological,
and economic corporation between member countries
(Bureau of Business Practice).
 Later in 1979 the ISOTechnical Committee was formed to
make a set of guidelines that would bring together and
standardize world industries.
 ISO has affiliates in more than 90 countries.

21.  Cost savings - International Standards help optimize operations and
therefore improve the bottom line
 Enhanced customer satisfaction - International Standards help improve
quality, enhance customer satisfaction and increase sales
 Access to new markets - International Standards help prevent trade
barriers and open up global markets
 Increased market share - International Standards help increase
productivity and competitive advantage
 Environmental benefits - International Standards help reduce negative
impacts on the environment

22.  ISO has over 19 500 standards touching almost all aspects of daily life.
 When products and services conform to International Standards
consumers can have confidence that they are safe, reliable and of good
quality.
 To make sure that the benefits of ISO International Standards are as
broad as possible, ISO supports the involvement of consumers in
standard development work with its Committee on consumer policy.
 International Standards on air, water and soil quality, on emissions of
gases and radiation and environmental aspects of products contribute to
efforts to preserve the environment and the health of citizens.

23.  ISO standards draw on international expertise and experience and are
therefore a vital resource for governments when developing regulations.
 National governments can make ISO standards a regulatory
requirement.This has a number of benefits:
 Expert opinion - ISO standards are developed by experts. By
integrating an ISO standard into national regulation, governments can
benefit from the opinion of experts without having to call on their
services directly.
 Opening up world trade - ISO standards are international and adopted
by many governments. By integrating ISO standards into national
regulation, governments help to ensure that requirements for imports
and exports are the same the world over, therefore facilitating the
movement of goods, services and technologies from country to
country.

24.  ISO 9000 standards are concerned with effectively documenting
the way you run your business, in order to improve your profit
margin.
 TQM concerns customer satisfaction and worker effectiveness, in
order to increase business and cut costs.
 A business should first follow ISO 9000 standards and then
implementTQM practices to improve their profits and customer
retention.

26.  First steel company in world to win the world’s
highest award of quality - Deming Application
Prize.
 Tata steel has been practicing TQM since 1980s–
Quality Circle, ISO certification, Quality
improvements using JURAN methods, etc.
 TATA won the Deming Application Prize - 2008
 Deming Grand Prize (DGP) - 2012 ,for achieving
distinctive performance improvement through
the application of TQM
 JRD QV Award- 2000, by going through the
deming process, Tata Steel discovered the
deeper meaning of TQM for achieve the next
quantum jump in performance and
improvement.
 2005, Tata Steel conducted a TQM diagnosis
along with the JUSE team for getting the status
of TQM implementation in the organization.