Unit 1 Introduction

1. Introduction to TQM

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
TQM

3. What does TQM means?
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. Total quality management (TQM) is an ongoing process of
detecting and reducing or eliminating errors
Total quality management is used to streamline supply chain
management, improve customer service, and ensure that
employees are properly trained.
The focus is to improve the quality of an organization's
outputs, including goods and services, through the continual
improvement of internal practices.

5. What is TQM?
Constant drive
for continuous
improvement and
learning.
Concern for
employee
involvement and
development
Management
by Fact
Result Focus
Passion to deliver
customer value /
excellence
Organisation
response
ability
Actions not just
words
(implementation)
Process
Management
Partnership
perspective
(internal /
external)

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

7. What’s the goal of TQM?
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
total client satisfaction through quality products and services;
and
continuous improvements to processes, systems, people, suppliers, partners,
products, and services.

8. Meeting the customer's requirements is the primary objective and the key to
organizational survival and growth.
The second objective of TQM is continuous improvement of quality. The
management should stimulate the employees in becoming increasingly competent
and creative.
Third, TQM aims at developing the relationship of openness and trust among the
employees at all levels in the organisation.
Objectives of TQM

9. The TQM System
Customer
Focus
Process
Improvement
Total
Involvement
Leadership
Education and Training Supportive structure
Communications Reward and recognition
Measurement
Continuous
Improvement
Objective
Principles
Elements

10. The importance of TQM lies in the fact that it encourages innovation, makes the
organization adaptable to change, motivates people for better quality, and
integrates the business arising out of a common purpose and all these provide the
organization with a valuable and distinctive competitive edge.
Significance of TQM

11. Quality element Previous state TQM
Definition Product-oriented Customer-oriented
Priorities Second to service and
cost
First among equals of
service and cost
Decisions Short-term Long-term
Emphasis Detection Prevention
Errors Operations System
Responsibility Quality Control Everyone
Problem solving Managers Teams
Procurement Price Life-cycle costs
Manager’s role Plan, assign, control,
and enforce
Delegate, coach,
facilitate, and mentor
Traditional view and TQM view

12. Be customer focused
It requires the company to check customers' attitudes regularly and includes the
idea of internal customers as well as external ones.
Do it right the first time
This means avoiding rework, i.e., cutting the amount of defective work.
Constantly improve
Continuous improvement allows the company gradually to get better.
Quality is an attitude
Every one has to be committed to quality. That means changing the attitude of the
entire workforce, and altering the way the company operates.
Elements of TQM

13. Telling staff what is going on (Communication)
This involves improved communication. Typically, it includes team briefing.
Educate and train people
An unskilled workforce makes mistakes. Giving more skills to workers means they can
do a wider range of jobs, and do them better. It also means educating staff in the principles of
TQM, which is a whole new style of working.
Measure the work.
Measurement allows the company to make decisions based on facts, not opinion. It
helps to maintain standards and keep processes within the agreed tolerances.
Top management must be involved
If senior management is not involved, the programme will fail.

14. Make it a good place to work
Many companies are full of fear. Staffs are afraid of the sack, their boss and making
mistakes. There is no point in running a TQM program unless the company drives out fear.
Introduce team work
Team work boosts employees' morale. It reduces conflict and solves problem by
hitting them with a wider range of skills. It pushes authority and responsibility downwards
and provides better, more balanced solutions.
Organize by process, not by function
This element of TQM seeks to reduce the barriers that exist between different
departments, and concentrates on getting the product to the customer.

15. Key Points
TQM
• Customer satisfaction
• high quality products and services
• continual improvement
• Everyone is responsible for Quality
• Doing right things right the first time, every time.
• Delegate, coach, facilitate, and mentor