TOTAL QUALITY MANAGEMENT

(TQM)

Definition
Brief History
Characteristics Of TQM
Components of TQM
Procedure for introducing TQM
Techniques of TQM
Significance of TQM
Definition
 TQM is an intensive long term effort
directed at the creation of the high
standards of product of product
quality and services.
 A way of life for the organization as a
whole committed to total customer
satisfaction through a continuous
process of improvement and
contribution of people. (Mullin 1999)
Brief History (Main developers)
.

1. W. Edwards Deming
Developed after the second
world war in Japan
Believed that quality
stemmed from constancy
of purpose steady focus on
the organizations mission
along with statistical
measurements and
reduction of variations in
the production process.
Also emphasized on the
human side and managers
should stress on
teamwork.
Brief History (Cont.)
2. Joseph M. Juran
Continued the work of
Deming.
Defined quality as fitness for
use.
Product should satisfy a
customers real need .thus
the best way to focus on
companies effort is to
concentrate on the real
needs of the customer.
Characteristics of TQM
 Quality is a systematic approach cutting across an
organization.
 Quality is the concern of every one within the
organization.
 Emphasis on improved quality must take place
throughout all phases of the business not just
production.
 Quality achievement must be externally (customer)
driven.
 Quality needs to be supported by appropriate
technology.
 Widespread quality improvement needs participation and
contribution of the workforce.
 Establish a clear, customer oriented quality management
system
Components of TQM
 Management of quality (policy, strategy,
culture)
 Management of people (commitment,
teamwork & open culture management
 Management of process (process planning,
control & improvement)
 Management of resources (wealth
generation, cost of quality, resources
conservation& resources planning)
Procedures of introducing TQM
 Measure quality
 Determine the cost of quality.
 Incorporate quality objectives into strategic plans
 Build TQM into accountabilities of every job and into
all related systems
 Form quality teams which are integrated top to
bottom and bottom to up as well as literally to include
suppliers and customers
 Obtain demonstratable commitment from top
management.
 Build skills through training.
 Recognize and reward quality improvement
Techniques of TQM
 Employee involvement:
 Quality circles
 Self managed teams
 Special-purpose teams
 Bench marking
 Outsourcing
 ISO9000 series and 14000 series
 Statistical process control
 Six sigma & lean six sigma
Significance of TQM
 Significant for public sector organizations in
local government with tight financial
constrains through, tendering help to
emphasize on the demand for quality.
 For service organizations for example in
hospitality industry.
 Increases employees commitment and
motivation since it encourages teamwork.
THE END
Group 7
Eric Gate Kirubi
Njeri Gichuru
Kamande Micah Muchoki
Ongwesa I. Valentine
Florence Kahara
Maureen Macharia