Total quality management (TQM) is a management approach that aims to ensure customer satisfaction through continuous improvement processes. TQM involves all employees and focuses on meeting customer needs, improving processes, and making strategic, fact-based decisions. A survey found that over 80% of respondents agreed that TQM helps improve patient care and exceed customer expectations. TQM also helps identify errors, maintain organizational ethics, and enable optimal decision making through coordinated teamwork. The conclusion is that TQM provides significant benefits to organizations by improving services, employee performance, and customer satisfaction.

1. TOTAL QUALITY MANAGEMENT
---By
Saheli Ghosh
Payal Das
Swagata Sardar
Minakshi Majumder
Rim Halder
Swarupa Roy

2. INTRODUCTION
Total quality management consists of Organisation wide efforts
to install and make permanent a climate in which an organisation
continuously improves its ability to deliver high quality products
and services to customers. A core definition of total quality
management(TQM) describes a management approach to long
term success through customer satisfaction. In a TQM efforts, all
members, all member of an organization participate in improving
processes, products, services, and the culture in which they work.
TQM, also known as total productive maintenance, describes a
management approach to long term success through customer
satisfaction.

3. OBJECTIVES
Total Quality Management (TQM) describes a management
approach to long-term success TQM through customer
satisfaction:
1. Customer-focused
2. Total employee involvement
3. Process-centred
4. Integrated system
5. Strategic and systematic approach
6. Continual improvement
7. Fact-based decision making
8. Communications

4. METHODOLOGY
QUESTIONNAIRES OF THE SURVEY
• TQM helps to improve patient care.
• TQM allows to exceed customer expectation.
• TQM helps to improving employee’s action continuously.
• TQM helps to find out the errors of activities in an organization.
• Quality indicators gives a clear cut information of organizations
status.
• TQM maintain the ethics of an organization.
• TQM allows to decision making at optimum level in the organization.
• TQM allow a synchronized team work in the organization to achieve
organizational goal .

5. DATA INTERPRETATION
TQM helps to improve patient care. TQM allows to exceed customer expectation.
3% 3%
83%
7%
6%
SDA DA A SA NAND
0
10
20
30
40
50
60
70
80
SDA DA A SA NAND
1 2.5
74.3
17.3
5

6. TQM helps to find out the errors of activities
in an organizations Quality indicator gives a clear cut information of
organization’s status.
.
3.5 4.5
61.9
20.8
9.4
SDA DA A SA NAND
3 4.5
60.4
26.2
5.9
SDA DA A SA NAND

7. TQM maintains the ethics of an organization TQM allows decision making at optimum level in the
organization.
0
10
20
30
40
50
60
70
SDA DA A SA NAND
3 5.4
63.4
20.8
7.4
0
10
20
30
40
50
60
SDA DA A SA NAND
7.9
3.5
54
27.2
7.4

8. CONCLUSION
According to survey we can say that TQM is an one of the most essential part of any business
organization. TQM serves a greater patient care 83% of people agree tentatively 7% people slightly
agree, 6% people slightly disagree and 3% neither agree nor disagree. So we can consider TQM as
essential tool for delivering better health care. People highly agree that TQM allows to exceed
customer expectation, 74.3% people agree ,17.3% slightly agree, 5% neither agree nor disagree, 2.5%
disagree and 1% slightly disagree. TQM helps in improving employee’s action continuously 17.8%
people slightly agree, 8.9% neither agree nor disagree, 3.5% people disagree and 2.5% slightly
disagree and 67.3% agree. 61.9% people agree that TQM helps to find out the errors of activities in an
organizations20.8% people slightly agree, 9.4% neither agree nor disagree, 3.5% slightly
disagree and 4.5% disagree tentatively. These percentages prove that TQM is an unreplaceable tools
for organization. It gives a clear cut information of organisation’s status -60.4% people agree, 26.2%
people slightly agree, 5.9% neither agree nor agree, 3% slightly disagree and 4.5% slightly agree. 63.4%
of people agree that TQM maintains the ethics of an organization but 20.8% peoples lightly agree,
7.4% neither agree nor disagree, 5.4% people disagree and 3% peoples lightly disagree.54% of people
agree that TQM allows decision making at optimum level in the organisation 27.2% people slightly
agree, 7.9% people slightly disagree, 7.4% people neither agree nor disagree, 3.5% people disagree.
63.4% people accept that TQM allows a synchronized team work in the organization to achieve
organisation goal but 23.8% of people slightly agree, 7.4% people neither agree nor disagree, 4.5%
people slightly disagree and 1% disagree. There is no doubt that a well-maintained TQM provides a
bunch of better service in an organisation and improves organisation’s condition as well as employee’s
working capacity and gives utmost customer satisfaction.