Total Quality Management (TQM) is both a philosophy and set of principles for continuously improving an organization. It integrates management techniques, improvement efforts, and tools to exceed customer needs now and in the future. TQM requires focusing on customers, involving all employees, continuously improving processes, treating suppliers as partners, and establishing performance measures. When implemented properly with management commitment, training, and an emphasis on culture change, TQM can lead to benefits like improved quality, customer satisfaction, productivity, and profitability. However, obstacles like lack of planning, resistance to change, and failure to continuously improve can undermine TQM efforts.

1. Total Quality Management
TQM is an enhancement to the traditional way of doing business.
It is proven technique to guarantee survival in world class competition.
Change in management action changes the culture and actions of an entire
organisation. Mostly it is a common sense.
Analysing ,
Total = made up of whole
Quality = degree of excellence a product or service
Management = Act, art or manner of handling ,controlling ,directing
etc
Definition : TQM is defined as both a philosophy and set of guiding principles
that represent the foundation of a continuously improving organisation.
It is the application of quantitative methods and human resources to
improve all the processes within an organisation and exceed customer needs
now and then in future.
TQM integrates fundamental management techniques , existing improvement
efforts and technical tools under a disciplined approach.

2. TQM Approach
TQM requires basics six concepts :
1. A committed and involved management to provide long term top to bottom
organisational support.
2. An unwavering focus on the customer , both internally and externally.
3. Effective involvement and utilisation of the entire work force.
4. Continuous improvement of the business and production process.
5. Treating suppliers as partners.
6. Establish performance measures for the processes.
1. Management must participate in quality programs. A quality council must be
established to develop clear cut vision, set long term goals and direct the
program. Quality goals should be included in business plan. An annual
quality improvement programs is established and involves inputs from entire
workforce. Managers should participate in quality improvement team and
work as coach to other team. TQM is continual program that should be
entrenched in the culture – its not just one shot program. TQM must be
communicated to all people.

3. 2. The key to an effective TQM program is its focus on the customer. Satisfy
internal customer. Listen voice of customer and emphasize design quality and
defect prevention. Do it right first time and every time , customer satisfaction
is prime most important.
3. TQM is an organisation wide challenge that is everyone’s responsibility. All
should be trained in SPC and other appropriate quality improvement skills so
they can participate in project team. Including internal customers for that
matter internal suppliers on project team is best approach. Changing
behaviour is the goal. people should come to job not to do the job but also
think that how to improve job. People must be empowered at the lowest
possible level to perform processes in an optimum manner.
4. There must be a continual striving to improve business and production process.
Quality improvement such as on-time delivery, order entry efficiency , billing
error rate , customer satisfaction cycle time, scrap reduction and supplier
management are good place to begin. Techniques such as SPC, Bench marking,
QFD, ISO 9000 and design experiments are excellent for problem solving.

4. 5. Normally 40% of sale is due to the supplier quality therefore supplier quality
must be outstanding. Partnership relation should be develop where
suppliers must be convinced that they will have gain or lose based on the
success or failure of the product or service. focus should be on the quality
and life cycle cost rather than price. Suppliers should be few in number so
that partnering can occur.
6. Performance measure such that percent non-conformance, absenteeism, and
customer satisfaction should be determined for each functional area
measures should be posted every where so that every one can see.
Quantative data are necessary to measure the continuous quality
improvement activity.

5. TQM framework

6. Awareness
An organisation will not begin the transformation to TQM until it is aware that
the quality of the product or service must be improved. Awareness comes
about when an organisation looses market share or realises that quality and
productivity go hand to hand. It occurs if TQM is made mandatory by
customers. Or if management realises that TQM is better way to do business
and compete in domestic and world market.
to be a successful business TQM awareness is very much essential other
wise we can not achieve desired results because the quality is not the
somebody’s responsibility. It is everyone's responsibility unless everyone
involved in this activity goal can achieved. We have to percolate and spread
about quality to all.

7. Obstacles
Lack of management commitment:
in order for an organisational effort to succeed , there must be substantial
management commitment of management time and organisational resources.
the purpose must be clearly and continuously communicated to all personnel.
Management must consistently apply the principles of TQM.
Inability to change organisational culture:
changing an organisational culture is difficult and will require as much as five
years .
* individuals resist to change
* people change when they want to and to meet their needs.
* never expect anyone to engage in behaviour that serves the organiation’s
values unless adequate reason has been given.
* for change to be accepted ,people must be moved from a state of fear of
trust

8. Improper Planning :
customer satisfaction should be goal rather than financial or sales goal. all
constituents of the organisation must be involved in the development of the
implementation plan and any modifications plan and any modifications that
occur as the plan evolves.
Lack of continuous training and education :
Training and education is on going process for everyone in the organisation
.needs to be determined and a plan developed to achieve these goals.
Incompatible organisational structure and isolated individuals and department.
Ineffective measurement techniques and lack of access to data and results.
Paying inadequate attention to internal and external customers.

9. Inadequate use of empowerment and teamwork:
individuals should be empowered to make decisions that affect the
efficiency of their process or the satisfaction of their customers . Team
should be formed and proper training needs to be given , at least at the
beginning.
Failure to continually improve :
most of the time , we sit back and rest on laurels. which leads to failure to
continuously improvement.

10. Benefits of TQM :
following are the benefits of TQM
 improved quality
 Employee participation
 Teamwork
 Working relationship
 Customer satisfaction
 Employee satisfaction
 Productivity
 Communication
 Profitability
 Increase market share
TQM is good investment as shown by 10 year study , study showed strong link
between TQM and financial performance