Total Quality Management (TQM) focuses on satisfying both internal and external customers through continuous improvement involving everyone in an organization. TQM addresses three areas: process quality to establish robust systems and defect-free processes, people quality by involving all employees, and organization quality through management commitment. The four pillars of TQM are satisfying customers, systems/process improvement tools, engaging people, and continuous improvement.

1. TOTAL QUALITY MANAGEMENT
(TQM)

2. PROCESS QUALITY
PEOPLE QUALITY
+
+
=
TQM
ORGANIZATION QUALITY

3. • Everyone associated with the
company to involve in
continuos improvement
including customers and
suppliers.
TOTAL
• Customer stated and implied
requirement are fully met.
• Executives are fully
committed.
QUALITY
MANAGEMENT

4. TQM :- TQM is a management of
quality, totally and fully in all
respects, small areas and all
activities of organization, right from
top to bottom, TQM provides the
overall concept that fosters
continuos improvement in
organization. It focuses primarily on
total satisfaction of both internal and
external customers.

5. QUALITY TOOLS
AND TECHNIQUES
CUSTOMER
SATISFACTION
ALL RESPONSIBLE
AND ACCOUNTABLE
MEASUREMENTS,
RECOGNITION AND
REWARD
TEAMWORK
PARTICIPATION
AND
INVOLVEMENT
T Q M
MANAGEMENT
COMMITMENT
CONTINOUS
EDUCATION
AND TRAINING

6. • TQM forces us to recognize and
give as much important to our
internal customers as our
external customers. We also
learn to know, who our
suppliers are, so that we can
clearly communicate to them
our exact requirements.

7. FOUR PILLERS OF TQM
Satisfying
Customers
Systems / Process People
Improvement
tools

8. Satisfying customers :
Aim of TQM is not only to meet the needs
of the customers, but also about customer
satisfaction. (Satisfying implied needs).
This also includes the internal customers
as without satisfying them, achieving
satisfaction of external customers will be
difficult.

9. Systems / Process :
Establishing a system is basic building
block of quality management. Within this
system having the right processes will
ensure production of error free or defect
free products. The more robust the
process, the less will be the possibility of
defect occurring.

10. People :
People are the most important asset of the
organization, No organization can succeed
without the whole hearted involvement of
the people in the various aspects of the
organization

11. Improvement Tools :
There exists always a potential for
improvement. Use of the right,
improvement tools and methodologies
will ensure that the organization remains
competitive.

12. Four ‘C’s of the TQM
COMMITMENT All employees need to be committed
to their respective jobs
COMPETENCE All employees need to be competent
for their respective jobs
COMMUNICATION There should be a transparent, open
and free communication among
management and employees, both
horizontal and vertical
CONTINOUS
IMPROVEMENT
All employees should be involved in
continuously improving the processes
used in the organization.

13. Let us take a look at what less than 100% Quality
(99.99%) can lead to.
Your heart fails to beat 32,000 times a year.
27,000 new born babies dropped at birth by doctors each year.
16,000 pieces of mails lost each year by the postal department.
22,000 checks wrongly entered each day.

14. Stages of Quality…..
In any organization quality is at three levels..
Organization Quality
Process Quality
Individual Quality

15. Stages of Quality…..
Organization Quality
Organizational strategy and the various
operational systems whether the
organization is doing the right thing.

16. Stages of Quality…..
Process Quality
“Never ending series of improvement carried out in the entire
chain of activities” The process quality starts and ends with
the customers.
• Understanding and communicating customer requirements.
• Converting these requirements into process and services
• Determine how these products and services are performing
in the hands of the customer.
• Determine new requirements of the customer which will lead
to increased customer satisfaction.

17. Stages of Quality…..
Process Quality
Process Quality itself expanded in three major stages
• QUALITY OF DESIGN
• QUALITY OF CONFORMANCE
• QUALITY OF PERFORMANCE

18. Process Quality…..
•QUALITY OF DESIGN
This is the stage where the customer needs and
requirements are translated into products and
services that would satisfy the customer. Using
QFD method

19. Process Quality…..
•QUALITY OF CONFORMANCE
This takes the design requirements as the basis to
measure and control and ensures that inputs and
outputs are in compliance with customer
requirements.

20. Process Quality…..
• QUALITY OF PERFORMANCE
Each firm or organization needs to determine the
leaves of performance of the product/service in the
market place, market research, warranty classes,
repair etc.
The data collected on the quality of performance is
used for imposing the quality of design and the
while cycle is replicated on customer basis.

21. Stages of Quality…..
Individual Quality
The performance of every perform in the
organization