The document discusses the key concepts of total quality management (TQM). It identifies six main concepts: 1) Committed and involved management leadership that establishes long-term quality goals. 2) An unwavering focus on both internal and external customers. 3) Effective involvement and training of the entire workforce. 4) Continuous improvement of all business and production processes through quality projects. 5) Treating suppliers as partners rather than adversaries. 6) Establishing performance measures for processes to quantitatively track quality improvement.

1. CONCEPTS OF TQM
--MALAY TALAVIYA

2. 1. A committed and involved management to provide long-term top to bottom support:-
 Management must participate in the quality program, A quality Council must be established to
develop a clear vision. Set long term goals and direct the program quality goals are included in the
business plan.
 An annual quality improvement program is established and involves in put form the entire work
force.
 TQM is a continual activity that must be entrenched in the culture it is not just a one short
program. TQM must be communicated to are people.

3. 2. An unwavering focus on the customer both internally and externally.:-
 The key to an effective TQM program if its focus on the customer. An excellent place to start is
by satisfying internal customers we must listed to the ' voice of the customer ' and emphasis
design quality and defect prevention.
 Do it right the first time and every time for customer satisfaction in the most important
consideration

4. 3. Effective involvement and utilization of the entire work force:-
 TQM is organization wide challenge that is everyone responsibility all personal must be trained in
TQM statistical process control (s) and other appropriate quality improvement skills so than can
effectively participate on project terms.
 Those affected by the plan must be involved in its development and implementation. They
understand the process better than any only one else.

5. 4. Continuous improvement of the business and production process.
 There must be a continual striving to improve all business and production processes. Quality
improvement projects such as,
 on time delivery
 customer satisfaction
 scrap satisfaction
 billing error rate
 cycle time
 supplier management are good places to begin.

6. 5. Treating suppliers as partners:-
 The supplier's quality is important in TQM. A partnering relationship rather than an adversarial
one must be developed. Both parties have as much to gain or lose based on the success or failure
of the product or service.
 The focus should be on quality and life cycle costs rather than price.

7. 6. Establish Performance measures for the processes:-
 Performance measures such as uptime percent non-conforming, absent- theism and customer
satisfaction should be determined for each functional area.
 These measures should be posted for everyone to see, Quantitative data are necessary to measure
the continuous quality improvement activity.