This module provides an introduction to Total Quality Management (TQM). It defines TQM as a holistic management framework that focuses on continuous improvement, customer satisfaction, and the involvement of all organization members. The module outlines five key principles of TQM: delight the customer, management by fact, people-based management, continuous improvement, and top management commitment. It presents TQM as an integrating framework that can help organizations sustain productivity and quality gains. Finally, it maps TQM principles to the seven standards of the Business Excellence Framework, which is used as a self-assessment tool to measure organizational performance.

1. Development of Productivity
Practitioners: Basic Program
A Self-Paced eLearning Course
(Foundation for Certification of Productivity Practitioners)
Course Manual

2. Module 6 – Introduction to Total
Quality Management (TQM)
Introduction to
Total Quality Management (TQM)
This module allows you to gain a basic appreciation of TQM
as the next higher level in the productivity and quality
improvement journey.
Please note that as a potential Productivity Practitioner,
you are encouraged to take on a higher and more strategic
role for quality.

3. Learning Objectives
At the end of the module, participants will be able to:
1. Define Total Quality Management (TQM)
2. Cite the principles of TQM
3. Relate TQM as an integrating framework for productivity
and quality improvement
4. Explain the Business Excellence Framework and its 7 TQM
- aligned standards/categories as a tool for organizational
performance assessment
Module 6 – Introduction to Total
Quality Management (TQM)

4. Outline
• Concept and Principles of Total Quality
Management (TQM)
• TQM as Integrating Framework for Productivity
& Quality Improvement
• TQM-aligned Standards of the Business Excellence
(BE) Framework
Module 6 – Introduction to Total
Quality Management (TQM)

5. Concept and Principles of
Total Quality Management (TQM)
Module 6 – Introduction to Total
Quality Management (TQM)

6. Adapted from ISO Guidelines
A managerial approach centered on quality,
based on participation of all members and
aiming at long term success through
customer satisfaction and benefits to all
stakeholders of the organization.
What is TQM?

7. A holistic quality management framework
that:
– fosters continuous improvement in an
organization
– focuses on a systematic, integrated,
consistent organization-wide perspective
involving everyone as underlying philosophy
– focuses on total customer satisfaction
(Internal and External)
What is TQM?

8. Principles Core Concepts
Delight the Customer
Customer Satisfaction,
Internal Customers are real
Management by Fact
All work is a Process,
Measurement is key
People-based
Management
Team work,
People make Quality
Continuous
Improvement
Continuous Improvement
Cycle; Prevention of and
Finding Solutions to Problems
Top Management
Commitment
Leadership drives Quality
TQM Principles & Core Concepts

9. Principle 1: Delight the customer
This means that the organization goes beyond just
satisfying the expectations of its customers.
• It does not only meet explicit requirements of
customers which is conformance
• It also meets implicit requirements which is
total satisfaction
TQM Principles & Core Concepts

10. Principle 1: Delight the customer
− External customers: the ultimate users of the products
or service
− Internal customers: the persons or processes affected
by the products or service
• It deals with both external and internal customers.
• The approach to quality is: ‘next process is
customer’
− Treat the next process as your customer. Do not send a
defective input, intermediate or final product to the next
process.
− Do not argue with customers, follow what they want as
long as it is reasonable.
TQM Principles & Core Concepts

11. Principle 2: Management by Fact
This means that management decisions are based
on data, and factual information
• Measure all work processes that you manage
• Speak with data
• Take action based on facts
TQM Principles & Core Concepts

12. Principle 3: People-Based Management
People make quality happen
• Everyone in the organization is responsible
for quality (top to bottom, and bottom-up)
• Teamwork is key to improve quality
TQM Principles & Core Concepts

13. Principle 4: Continuous Improvement
Improving the way things are done at every level is
a way of life in the organization
• There is an institutionalized problem-solving
process using the PDCA framework
• People are engaged in preventing and finding solutions to
problems in the workplace
• Quality is given the highest priority
When there is an argument, Quality should be the arbiter
TQM Principles & Core Concepts

14. Principle 5: Top Management Commitment
Quality starts at the Top
• Leadership must drive Quality
• Leaders should be role-models and
practice Quality themselves
TQM Principles & Core Concepts

15. Total Quality Management (TQM)
as an Integrating Framework
for Productivity & Quality Improvement
TQM as an Integrating Framework
for P&Q Improvement

16. TQM provides a harmonized and integrated approach
that links together all improvement initiatives on
Productivity and Quality (P&Q) in an organization.
• It ensures that the improvement efforts are managed
well and sustained
• It brings P&Q improvement efforts to a higher level
of performance
TQM as an Integrating Framework
for P&Q Improvement

17. • It facilitates:
− periodic assessment of the impact of P&Q
improvement efforts on the organization and
its customers
− analysis of results of the assessment leading
to identification of strengths and opportunities for
improvement (OFIs)
− replication of strengths or good practices in critical
areas in the organization and identification of counter
measures to properly address the OFIs
TQM as an Integrating Framework
for P&Q Improvement

18. TQM-aligned Standards of the Business
Excellence (BE) Framework
TQM-Aligned Standards of the Business
Excellence Framework

19. TQM is Business Excellence:
A Pathway toward
Organizational Transformation
Sustaining the gains of productivity and quality improvement of an
organization can be done strategically by aligning with the seven (7)
standards or criteria categories toward
organizational performance excellence.

20. TQM is Business Excellence
TQM-aligned principles are
translated as standards of the
Business Excellence (BE)
Framework which could be used as a
tool for organizational performance
assessment.

21. Malaysia
Many countries with National
Quality Awards (NQAs)
operationalize TQM through the
Business Excellence (BE)
Framework
• Joining NQA is a good opportunity for an
organization to understand its current
performance based on the seven (7)
standards or criteria categories of BE

22. ORGANIZATIONAL PROFILE:
ENVIRONMENT, RELATIONSHIPS,
and CHALLENGES
4
Measurement, Analysis, and Knowledge Management
5
Workforce
Focus
6
Process
Management
7
Organizational
Performance
Results
2
Strategic
Planning
3
Customer and
People Focus
1
Leadership
The Business Excellence Framework
A Systems Perspective
based on the USA’s Malcolm Baldrige National Quality Award or MBNQA

23. 1.0 Leadership
1.2
Governance and Social
Responsibilities
(How do you govern & address your
social responsibilities?)
1.1
Senior Leadership
(How do your senior leaders
lead?)
 Vision and Values
 Communication and
Organizational
Performance
 Organizational Governance
 Legal and Ethical Behavior
 Support of Key Communities
TQM-Aligned Standards of the
Business Excellence Framework

24.  Strategy Development Process
 Strategic Objectives
2.1
Strategy Development
(How do you develop your
strategy?)
 Action Plan Development and
Deployment
 Action (short-and longer-
term) Plans
 Key Human Resource Plans
 Key Performance Indicators
 Performance Projection
2.0 Strategic Planning
2.2
Strategy Deployment
(How do you deploy your
strategy?)
TQM-Aligned Standards of the
Business Excellence Framework

25. 3.0 Customer and Market Focus
3.2
Customer & Market
Relationships &
Satisfaction
(How do you build
relationships, manage &
grow customer satisfaction
and loyalty?)
3.1
Customer & Market
Sector Knowledge
(How do you obtain customer
& market sector knowledge ?)
 Customer Segments
 Listening and Learning Strategies
 Keep Current with Market Needs and
Directions
 Customer & Market Relationship
Building
 Accessibility and Complaint
Management
 Customer & Market Satisfaction
Determination
 Keep Current with Market Needs and
Directions
TQM-Aligned Standards of the
Business Excellence Framework

26.  Performance Measurement
- tracking daily operations, overall
organizational performance
- effective use of key comparative
data and information
 Performance Analysis, Review &
Improvement
- support senior leaders’
organizational performance review
and strategic planning
4.1
Measurement, Analysis,
and Improvement of
Organizational
Performance
 Management of Information
Resources
 Data & info availability & accessibility
 Hardware & software: reliable, secure &
user-friendly
 Data, Information and Knowledge
Management
 accuracy, integrity & reliability,
timeliness, security, & confidentiality
 collection and transfer of workforce
knowledge
 transfer of relevant knowledge from and
to customers, suppliers, partners, &
collaborators
 rapid identification, sharing &
implementation of best practices
 assembly & transfer of relevant
knowledge for use in strat planning
4.2
Management of
Information, Information
Technology, and
Knowledge
4.0 Measurement, Analysis, and
Knowledge Management
TQM-Aligned Standards of the
Business Excellence Framework

27.  Workforce Enrichment
 Workforce & Leader
Development
 Assessment of Workforce
Engagement
5.1
Workforce
Engagement
(How do you engage your
workforce to achieve
organizational & personal
success?)
5.0 Workforce Focus
5.2
Workforce
Environment
(How do you build an effective
& supportive workforce
environment?)
 Workforce Capability &
Capacity
 Workforce Climate
TQM-Aligned Standards of the
Business Excellence Framework

28. 6.0 Process Management
6.2
Work Process
Management &
Improvement
(How do you manage &
improve your key
organizational work
processes?)
6.1
Work Systems Design
(How do you design your
work systems?)
 Work Process Management
 Work Process Improvement
 Core Competencies
 Work Process Design
 Emergency Readiness
TQM-Aligned Standards of the
Business Excellence Framework

29. Performance Levels, Trends and Comparative Data
7.4
Workforce-
Focused
Outcomes
7.5
Process
Effectiveness
Outcomes
7.1
Service
Outcomes
7.2
Market & Other
Customer-
Focused
Outcomes
7.3
Financial & Field
Performance
Outcomes
7.6
Governance &
Social
Responsibility
Outcomes
7.0 Results
TQM-Aligned Standards of the
Business Excellence Framework

30. A Point for Reflection
As a member of my department, how do
I get myself engaged in the P&Q
improvement initiatives which are
integrated through TQM that will propel
my organization toward performance
excellence ?

31. End of Module 6
Congratulations for finishing your lessons on
Module 6!
You are now ready to take the quiz to see how
far you have absorbed the content of this
module.
There are 10 questions.
Please tick/encircle the letter of
the correct answer.

32. But wait…
You are encouraged to email to
industry@apo-tokyo.org
if you have questions and/or points for clarification
on any of the lessons
taken up in this Module.
If none, you may now close Module 6
and proceed to the Module 6 Quiz
End of Module 6

33. What are my Top 3
Takeaways or my
Most Significant
Learnings from this
module?
After taking the quiz,
you are encouraged to
reflect and answer
the question on this slide.
Write your answer on your
productivity journal.
End of Module 6