TQM is an organization-wide approach to improving quality and effectiveness. It involves management commitment, employee empowerment, and a focus on customers. TQM principles include quality planning to understand customer needs, quality control to evaluate performance against goals, and quality improvement through identifying and addressing issues. The goals are to meet customer requirements, reduce costs and cycle times, and continuously improve products, services and processes.

1. Submitted by :-
Avinash Uikey
11031m02009

2. .TQM is a approach to improve the effectiveness
& flexibility of business as a whole.TQM is way
of organizing by involving everyone. A
comprehensive, organization-wide effort to improve
the quality of products and services, applicable to all
organizations.
What is Total Quality Management

3. In the late 1970s and early 1980s, the developed countries of
North America and Western Europe suffered economically in the
face of stiff competition from Japan's ability to produce high-
quality goods at competitive cost. For the first time since the start
of the Industrial Revolution, the United Kingdom became a net
importer of finished goods. The United States undertook its own
soul-searching, expressed most pointedly in the television
broadcast of If Japan Can... Why Can't We? Firms began
reexamining the techniques of quality control invented over the
past 50 years and how those techniques had been so
successfully employed by the Japanese. It was in the midst of
this economic turmoil that TQM took root
History

4. TQM principles
1. Management Commitment
2. Employee Empowerment
3. Customer Focus

5.  How is customer satisfaction achieved?
Two dimensions: Product features and Freedom from
deficiencies.
 Product features – Refers to quality of design.
Examples in manufacturing industry:
Performance, Reliability, Durability, Ease of use etc.
Examples in service industry: Accuracy, Timeliness, Friendliness
and courtesy, Knowledge of server etc.
 Freedom from deficiencies – Refers to quality of conformance.
Higher conformance means fewer complaints and increased
customer satisfaction.
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6. QUALITY MANAGEMENT
 Quality Planning
 Quality control
 Quality improvement

7. QUALITY PLANNING
 Determine who the customers are
 Determine the needs of the customer
 Develop product features that responds
to customer’s needs
 Develop processes that are able to
produce those product features
 Fail-safing/Foolproofing : Pokayoke
 Transfer the resulting plan to the
operating forces

8. QUALITY CONTROL
 Evaluate actual quality performance
 Compare actual performance to quality
goals
 Take remedial actions

9. QUALITY IMPROVEMENT
 Establish the infrastructure to achieve
annual quality improvement
 Identify the improvement projects
 Project teams
 Provide the resources ,motivation, training
- Diagnose the causes
- Stimulate establishment of remedy
- Establish controls to retain the benefits

10. Process improvement tools
Seven QC Tools
1. Flow charts
2. Check sheets
3. Histograms
4. Pareto diagrams
5. Cause-and-effect diagrams
6. Scatter diagrams
7. Control charts
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11. ADVANTAGES OF
TQM
 Helps to face competition
 Reduction in Customer complaints
 Highly Motivated Personnel
 Expansion and Diversification

12. DISADVANTAGES OF
TQM
 Conservative Attitude of Indian Management
 Master and Servant Relationship
 Attitudes of Indian Society

13. Conclusion :
 Meeting Customer Requirements.
 Reducing Development Cycle Time
 Demand Flow Manufacturing
 Reducing Product and Service Cost
 Improving Administrative System Training