Total Quality Management (TQM) refers to a quality emphasis throughout the entire organization from suppliers to customers. The operations manager plays a key role in addressing service quality, including the tangible aspects, processes, customer expectations, and exceptions. TQM utilizes various statistical process control tools such as check sheets, scatter diagrams, cause-and-effect diagrams, Pareto charts, flow charts, histograms, and control charts to measure quality, identify issues and inspection points, prioritize problems, and monitor processes over time.

1. Total Quality Management

2. Definition
 TQM refers to a quality emphasis that
encompasses the entire organization, from
supplier to customer.

3. TQM in services
 The personal component of services is more difficult
to measure than the quality of tangible component.

4.  Operations manager plays a significant role in
addressing several major aspects of service
quality.
1. The tangible component of services
2. The process
3. Customer expectations
4. Exceptions

5.  Tools for the statistical quality control
1. Check sheets
2. Scatter diagrams
3. Cause and Effect diagrams
4. Pareto charts
5. Flow charts
6. Histograms
7. Control charts

6. Check sheets
A check sheet is a kind of form that is designed for recording data

7. Scatter diagrams
 Scatter diagrams shows relationship between the
two measurements

8. Cause and effect diagram
 It is another tool for identifying quality issues and
inspection points .
 It is also known as Ishikawa diagram or a fish
bone chart.

9. Pareto charts
 Pareto charts are method of organizing errors
,problems, or defects to help focus on problem
solving efforts.Room service 54
Check in delays 12
Hours the pool is open 4
Minibar prices 3
Miscellaneous 2
Total 75

10. Solution

11. Flow charts / Process diagrams

12. Histograms
 Histograms shows the range of values of
measurement and the frequency with which each
value occurs.

13. Control charts
 Control charts are graphic representation of data
over time that show lower limits for the process
we want to control as shown in the figure.