Total Quality Management (TQM) aims to improve organizational performance by having all employees focus on quality and customer satisfaction. The history of TQM began in the 1930s with experiments showing that worker involvement can improve productivity. In the 1950s, theories around employee motivation and needs were developed. Later, approaches like Lean Manufacturing and Six Sigma were introduced to minimize defects. Today, TQM focuses on business planning, quality management, continuous improvement, and empowering employees to exceed customer expectations and drive higher profits with lower costs. The key elements of TQM include foundations like ethics, and components like training, teamwork, leadership, communication, and recognition.
2. WHAT IS TQM?
• TQM implies that every one associated with
the organization is committed towards
continual improvement of the oraganization
through customer satisfaction.
• TOTAL: Whole involvement of organization.
• QUALITY: Degree of excellence a product or a
service provides.
• MANAGEMENT: Art ,act or manner of
handling, controlling and directing.
3.
4. HISTORY
1930
•The history of TQM starts with Elton Mayo’s
Hawthorne experiements from 1927 through
1932.
•These experiments showed that workers
participation in decision making improves
productivity.
•During the lighting level studies, researchers
found that when the lights were brighter, worker
productivity increased. However when lighting
level was decreased worker productivity also
decreased.
•It basically states that when workers are
involved in studies or decision making,
productivity increases.
5. HISTORY
1950
Abraham Maslow created a pyramid of self
actualization needs. In terms of work
productivity, the lower levels of needs must
be met prior to employees performing at
higher levels.
The needs in order are :
Physiological which is to eat, sleep, and have
shelter
Safety which is to have economic and
physical security
Esteem which is to be held in high regard
Self actualization which is to achieves ones
best
6. HISTORY
1990
Experts introduce new methods
that supported TQM. These
include Lean Manufacturing and
Six Sigma.
Six Sigma seeks to improve the quality of
process outputs by identifying and removing
the causes of defects (errors) and minimizing
variability in manufacturing and business
processes.
7. HISTORY
2000
Focus was more on business planning,
quality management and continuous
improvement.
Key Concepts of Total Quality Management
include
•structured system for exceeding customer
expectations
•system that empowers employees
•drives higher profits
•drives lower costs
•continuous improvement.
8. ELEMENTS
The elements can be divided into four groups according to their function.
The groups are:
I. Foundation – It includes: Ethics, Integrity and Trust.
II. Building Bricks – It includes: Training, Teamwork and
Leadership.
III. Binding Mortar – It includes: Communication.
IV. Roof – It includes: Recognition.
