TOTAL QUALITY MANAGEMENT

TQM COURSE NO. 622

Dr. Mustafa Hyder

 CONTENTS

• Introduction.
• Concepts of TQM.
• Benefits of TQM.
• Characteristics of TQM.
• Key elements of TQM.
• Advantages.
• Disadvantages.
• Conclusion.
• References.

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 INTRODUCTION

Total - made up of the whole

Quality - degree of excellence a product or service provides
Management - act, art or manner of planning, controlling,
directing,….

Therefore, TQM is the art of managing the whole to achieve

excellence.

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WHAT IS QUALITY?
 The standard of something as measured against
other things of a similar kind; the degree of
excellence of something.
 Quality is the degree to which an object or entity
(e.g., process, product, or service) satisfies a
specified set of attributes or requirements.
 The quality of something can be determined by
comparing a set of inherent characteristics with a
set of requirements.
CHARACTERISTICS OF QUALITY
 Accuracy
 Accessibility
 Completeness
 Comprehensiveness
 Consistency
 Reliability
 Relevance
 Timeliness
 VARIOUS DEFINITIONS
 Total quality management (TQM) has been defined as an
integrated organizational effort designed to improve quality at
every level.
 The process to produce a perfect product by a series of measures
require an organized effort by the entire company to prevent or
eliminate errors at every stage in production is called total
quality management.
 According to international organization for standards defined
tqm as, “TQM is a management approach for an organization,
centered on quality, based on the participation of all its
members and aiming at long-term success through customer
satisfaction and benefits to all members of the organization and
to the society.

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 CHARACTERISTICS OF TQM
 Committed management.
 Adopting and communicating about TQM.
 Closer customer relations.
 Closer provider relations.
 Benchmarking.
 Increased training.
 Open organization.
 Employee empowerment.
 Flexible production.
 Process improvements.
 Process measuring
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 TRADITIONAL APPROACH AND TQM
Quality element Previous state TQM
Definition Product-oriented Customer-oriented

Priorities cost to service service and cost

Decisions Short-term Long-term

Emphasis Detection Prevention
Errors Operations System
Responsibility Quality Control Everyone
Problem solving Managers Teams
Manager’s role Plan, assign, control, Delegate, coach,
and enforce facilitate, and mentor

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 PRINCIPLES OF TQM

1. Produce quality work the first time and every time.

2. Focus on the customer.

3. Have a strategic approach to improvement.

4. Improve continuously.

5. Encourage mutual respect and teamwork

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 THE KEY ELEMENTS OF THE TQM

 Focus on the customer.

 Employee involvement

 Continuous improvement

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 FOCUS ON THE CUSTOMER

• It is important to identify the organization’s customers.

• External customers consume the organization’s product

or service.

• Internal customers are employees who receive the output

of others.

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 EMPLOYEE INVOLVEMENT

 Since the quality is considered the job of all

employees, employees should be involved in quality
initiatives.

 Front line employees are likely to have the closest

contact with external customers and thus can make
the most valuable contribution to quality.

 Therefore, employees must have the authority to

innovate and improve quality.
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 CONTINUOUS IMPROVEMENT

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 CONTINUOUS IMPROVEMENT

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 CONTINUOUS IMPROVEMENT
• The quest for quality is a never-ending process in which people
are continuously working to improve the performance, speed and
number of features of the product or service.
• Continuous improvement means that small, incremental
improvement that occurs on a regular basis will eventually add up
to vast improvement in quality.
• TQM is the management process used to make continuous
improvements to all functions.
• TQM represents an ongoing, continuous commitment to
improvement.
• The foundation of total quality is a management philosophy that
supports meeting customer requirements through continuous
improvement.
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CONTINUOUS PROCESS IMPROVEMENT.
 View all work as process – production and business.

 Process – purchasing, design, invoicing, etc.

 Inputs – process – outputs.

 Process improvement – increased customer satisfaction.

 Improvement – 5 ways:
 reduce resources, reduce errors, meet expectations of
downstream customers, make process safer, make process
more satisfying to the person doing
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 THE TQM SYSTEM
Continuous
Objective Improvement

Principles Customer Process Total

Focus Improvem Involvem
ent ent
Leadership
Elements Education and Training
Supportive structure
Communications
Reward and recognition
Measurement
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 BENEFITS OF TQM:
• Improved quality.
• Employee participation.
• Team work.
• Working relationships.
• Customer satisfaction.
• Employee satisfaction.
• Productivity.
• Communication.
• Profitability.
• Market share.
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 ADVANTAGES OF TQM

• Improves reputation- faults and problems are spotted and

sorted quicker.
• Higher employee morale- workers motivated by extra
responsibility ,team work and involvement indecisions of
TQM.
• Lower cost.
• Decrease waste as fewer defective products and no need
for separate.

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 DISADVANTAGES OF TQM

• Initial introduction cost.

• Benefits may not be seen for several years.

• Workers may be resistant to change.

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 A MODEL FOR ORGANIZATION MANAGEMENT

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 MODELS OF TQM

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 BENEFITS OF TOTAL QUALITY MANAGEMENT

• Financial benefits include lower costs, higher returns on sales and

investment, and the ability to charge higher rather than
competitive prices.
• Improved access to global markets, higher customer retention
levels, less
• Time required to develop new innovations, and a reputation as a
quality firm.
• Total quality management (tqm) is one such approach that seeks
to improve quality and
• Performance which will meet or exceed customer expectations.

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 CONCLUSION
• TQM encourages participation amongst employees, managers and
organization as whole.
• Using Quality management reduces rework nearly to zero in an achievable
goal .The responsibilities either its professional, social, legal one that rest with
the industry for the assurance of quality of product are tremendous and it can
only be achieved by well organised system.
• Work culture and complete engagement of the employees at the work place. It
should be realised that national & international regulations must be
implemented systematically and process.
• Control should be practiced rigorously.
• Thus quality is critically important ingredient to organisational success today
which can be achieved by TQM, an organisational approach that focusses on
quality as an over achieving goals, aimed at the prevention of defects rather
than detection of defects..

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 REFERENCE:

• Text book of Total Quality Management by L.Suganthi and

Anand A.Samuel,2nd edition,2005,page no.49-61.
• Total Quality Management by R.S Nagarajan,
A.A.Arivalangar,new age international publishers,1st
edition,2009,page no.21.
• www.slideshare.com/tqm

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