The document outlines the principles and concepts of Total Quality Management (TQM), emphasizing the definition of quality, quality management, and TQM's integration into organizational practices for continuous improvement. It describes key elements of TQM, including a customer-focused approach that involves all employees in enhancing products and services to achieve customer satisfaction. Additionally, the document includes an activity for assessing management gaps and presents case problems related to policy conflicts and customer loyalty in a hypothetical agricultural company.

2. I.I.MEANING AND CONCEPTSMEANING AND CONCEPTS OFOF
TOTAL QUALITYTOTAL QUALITY
MANAGEMENTMANAGEMENT
Lesson 1- 2Lesson 1- 2ndnd
Week, 1Week, 1stst
Meeting (1.5 hrs)Meeting (1.5 hrs)
1.1.Definition of Quality, QualityDefinition of Quality, Quality
Management, Total Quality Mgt.Management, Total Quality Mgt.
2.2.Elements of TQMElements of TQM
3.3.Framework of TQMFramework of TQM

3. OBJECTIVESOBJECTIVES
At the end of the lesson you are able to:
1. Define Quality, Quality Management and Total
Quality Management
2. Identify the key Elements of TQM
3. Enumerate the Clustered key elements of TQM
4. Explain the concept of TQM
5. Synthesize the various management systems of
TQM where participation of management,
workforce, suppliers, and customers lead to
Customer Satisfaction
6. Appreciate the use of a framework in addressing the
needs of TQM
7. Apply TQM Framework in a case problems analysis

4. 3feedbacks
Customer focus
Involves all employees
strategy
data and effective
communication
data and effective
communication integrates 2quality discipline
1Customers Need
3Differentiates

5. QUALITY
Hugley, Dodge. (2013).
- a product's ability to satisfy a
customer's needs or requirements
- parameter which decides
superiority or inferiority of a product
- an attribute which differentiates
from competitors

6. Customer focused, involves all employees, continual improvement

7. QUALITY MANAGEMENT
Hugley, Dodge. (2013).
•a structured effort by employees to
continuously improve the quality of
their products or services through
proper feedbacks and research

8. TQMTQM
Cua, McKone & Schroeder (2001)Cua, McKone & Schroeder (2001)
- integrated philosophy of- integrated philosophy of
management for continuouslymanagement for continuously
improving the quality of productsimproving the quality of products
and processes responsibilityand processes responsibility
of everyone in the creation andof everyone in the creation and
consumption of products/servicesconsumption of products/services

9. TQMTQM
Crosby, Philip et al. (2006)Crosby, Philip et al. (2006)
--management approach to long termmanagement approach to long term
success through customer satisfaction.success through customer satisfaction.
All members of the organizationAll members of the organization
participate in improving processes,participate in improving processes,
products, services and the culture inproducts, services and the culture in
which they workwhich they work..

11. 2. KEY ELEMENTS OF TQM2. KEY ELEMENTS OF TQM

12. R O O FR O O F

13. ACTIVITY 1ACTIVITY 1
LEADERSHIP IN ACTIONLEADERSHIP IN ACTION
Objective: Assess students’Objective: Assess students’
management gap in readingmanagement gap in reading
comprehension, problem analysis, andcomprehension, problem analysis, and
creativity in dealing with TQMcreativity in dealing with TQM
elements.elements.

14. DIRECTIONDIRECTION
1. GROUP YOURSELVES1. GROUP YOURSELVES
2. ASSIGN GROUP LEADER2. ASSIGN GROUP LEADER
3. READ PROBLEM IN 1 MINUTE3. READ PROBLEM IN 1 MINUTE
WRITE ANSWERS IN 2 MINUTESWRITE ANSWERS IN 2 MINUTES
4. ANSWER WHAT ARE ASKED4. ANSWER WHAT ARE ASKED
5. LEADER NOTES THE5. LEADER NOTES THE
SUGGESTIONS OF MEMBERSSUGGESTIONS OF MEMBERS
6. PASS THE PAPERS6. PASS THE PAPERS
7. ORALLY READ YOUR7. ORALLY READ YOUR
ANSWERSANSWERS

16. 1. Further study the specific content
of Key Elements of TQM
Cluster 1-Foundations of TQM and
Cluster 2- Bricks to Success
2. Be prepared for another case
study analysis next meeting

17. Main Problem(s):Main Problem(s):
1. AgriCom Mgt- How to solve conflict on1. AgriCom Mgt- How to solve conflict on
policies (product warranty) with Dealerspolicies (product warranty) with Dealers
2. Dealers Mgt-How to communicate2. Dealers Mgt-How to communicate
effectively to customers on producteffectively to customers on product
warranty policieswarranty policies
3. Workforce- How to maintain customers3. Workforce- How to maintain customers
loyaltyloyalty
4. Customers-How to maintain loyalty for4. Customers-How to maintain loyalty for
AgriCom and DealersAgriCom and Dealers

18. References:References:
Crosby, Philip B. et al. (2006). ECrosby, Philip B. et al. (2006). E
Book inTotal Quality Management:Book inTotal Quality Management:
USA: Google E CommerceUSA: Google E Commerce
http://asq.org/learn-about-quality/total-http://asq.org/learn-about-quality/total-
quality-management/overview/quality-management/overview/
overview.htmloverview.html
Hugley, Dodge. (2013). TotalHugley, Dodge. (2013). Total
Quality Management. New Delhi,Quality Management. New Delhi,
India: Random Exports. pp 23India: Random Exports. pp 23

19. CONGRATULATIONS
TO ALL THOSE
WHO CONTRIBUTED TO THE
EFFECTIVE
IMPLEMENTATION OF
TQM FOR
THE AGRICOMP.INC
AND DEALERS OF FARMERS
EQUIPMENT