The document discusses several key aspects of implementing total quality management (TQM) within an organization. It recommends that senior managers and CEOs lead the TQM implementation effort, form a quality council to develop strategies and plans, involve union leaders, provide training to all employees, and establish goals and measures to track quality improvement projects. The quality council should define the organization's quality vision, mission, and policies to guide the cultural transformation.

1.  Drive out fear,create trust,and create a climate
for innovation
 Optimize the efforts of teams,groups,and staff
areas
 Eliminate exhortations for the work force
 Eliminate numerical quotas for the work force
 Eliminate management by objectives
 Remove barriers to pride of workmanship
 Encourage education and self-improvement for
all
 Take action to accomplish the transformation.

2.  All are responsible for quality improvement
especially the senior management & CEO’s
 Senior management must practice MBWA
 Ensure that the team’s decision is in harmony with
the quality statements of the organisation
 Senior TQM leaders must read TQM literature and
attend conferences to be aware of TQM tools and
methods
 Senior managers must take part in award and
recognition ceremonies for celebrating the quality
successes of the organisation
 Coaching others and teaching in TQM seminars
 Senior managers must liaise with internal ,external
and suppliers through visits,focus groups,surveys
 They must live and communicate TQM.

3.  Begins with Sr. Managers and CEO’s
 Timing of the implementation process
 Formation of Quality council
 Union leaders must be involved with TQM
plans implementation
 Everyone in the organisation needs to be
trained in quality awareness and problem
solving
 Quality council decides QIP projects.

4.  The quality council includes CEO and Senior managers of
the functional areas -research, manufacturing, finance,
sales ,marketing etc. and one co-ordinator and a union
representative.
 Duties- To develop the Quality statements eg. Vision,
Mission, Quality policy statements, Core values etc.
 To develop strategic long-term plans and annual quality
improvement programme.
 Make a quality training programme
 Monitor the costs of poor quality.
 Determine the performance measures for the
organisation
 Always find projects that improve the processes and
produce customer satisfaction.
 Establish work-group teams and measure their progress.
 Establish and review the recognition and reward system
for the TQM system

5.  Vision statement – a short declaration of what
the organization hopes to be tomorrow.
 Mission statement – a statement of purpose –
who we are,who are our customers,what we
do , and how we do it.
 Quality policy – is a guide for everyone in the
organization ,how they should provide
products and services to the customers.

6.  Goals must be focused
 Goals must be concrete
 Goals must be based on statistical
evidence
 Goals must have plan or method with
resources
 Goals must have a time-frame
 Goals must be challenging yet achievable

7.  Strategic business planning is similar to
strategic quality planning.
 7 steps to strategic planning
 Customer needs
 Customer positioning
 Predict the future
 Gap analysis
 Closing the gap
 Alignment
 Implementation.

8. Customer Satisfaction

9. 
CUSTOMERS
Front-line Staff
Functional
Department
Staff
CEO
Sr.
Mgrs

10. 
Customer needs
Company
Product/Service
offer

11.  External and Internal customers
 External – current, prospective and lost customers
 Internal – Every person in a process is a customer
of the previous operation.( applies to
design,manufacturing,sales,supplies etc.) [Each
worker should see that the quality meets
expectations of the next person in the supplier-
to-customer chain ]
 TQM is commitment to customer-focus - internal
and external customers.

12. 
Inputs from
external customers
Internal customers
Outputs to
external customers

13.  Questions asked by people to their internal
customers
 What do you need from me?
 What do you do with my output?
 Are there any gaps between what you need
and what you get?
 Good team-work and inter-Departmental
harmony is required. Also the leaders role in
supervising the internal customer-supplier
chain.

14.  Is it due to Product quality?
 Is it due to pricing?
 Is it due to good customer service ?
 Is it due to company reputation?
 Is it something more?

15.  Performance
 Features
 Service
 Warranty
 Price
 Reputation
( refer pgs.72 and 73, Besterfield)

16.  Customer feedback has to be continuously
sought and monitored - not one-time only!(
Pro-active! Complaints are a reactive method
of finding out there is a problem)
 Customer feedback can be relayed to Mfgr.
 Performance comparison with competitors can
be known
 Customers needs can be identified
 Relative priorities of quality can be obtained
from the horses’ mouth!
 Areas for improvement can be noted.