Chapter 1 : Introduction to TQM

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I. Definition
► The ways of managing organization to
achieve excellence. វធ
ិ ស
ី �សៃនករ្រគប់្រគងអង�ភាពេដ
សេ្រមចបាននូវភាពល�្រប.
 Total – everything (Made up of the whole)
 Quality – degree of excellence
 Management – art, act or way of organizing,
controlling, planning, directing to achieve
certain.

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A. What’s the goal of TQM ?
- Do the right things, right the first time, every time.
“ េធ�ីអ�ីែដល្រតឹម្រត ្រត�វេលីកដំបូ រល់េព ”
TQM is all managers leading and facilitating all Contributors in
everyone’s two main objectives:
1. Total client satisfaction through quality products and services

2. Continuous improvements to processes, systems, People,

suppliers, partners, products and services.

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B. TQM Six Basic Concepts
1. Management commitment to TQM principles and methods &
Long term Quality plans for the Organization.
2. Focus on customers – internal & external
3. Quality at all levels of the work force.
4. Continuous improvement of the production/business process.
5. Treating suppliers are partners
6. Establish performance measures for the processes.

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II. Quality
A. Quality and Customer expectations
Quality is also defined as excellence in the product or service
that fulfills or exceeds the expectation of the customer.
• There are 8 dimensions of quality that may be found in
products that produce customer-satisfaction

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B. Dimensions of Quality
1. Performance – Primary product or service characteristic
2. Features – Added touches, bells and whistles, secondary
characteristic
3. Reliability – Consistency of performance over time , probability
of failing
4. Durability – Useful life
5. Serviceability – Ease of repair
6. Response – Characteristics of the human-to-human interface
( speed, courtesy, competence )
7. Aesthetics – Sensory characteristic (sound, feel, look,and so on)
8. Perceived quality ( reputation ) – Past performanceand other
intangibles (perceived quality)

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C. Obstacle to Implementing TQM
1. Lack of a management Commitment.
2. Inability to change Organizational Culture.
3. Improper Planning.
4. Lack of Continuous training and Education.
5. Incompatible Organizational structure and isolated
individuals and departments.
6. Ineffective Measurement techniques and lack of
access to data and result.
7. Paying inadequate attention to internal and external
customer
8. Inadequate Use Empowerment and teamwork
9. Failure to continually improve

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III. Benefits of Quality
- Higher customer satisfaction
- Reliable products / Service
- Better efficiency of operations
- More productivity & profit
- Better moral of work force
- Less wastage costs
- Less Inspection costs
- Improve process
- More market share
- Spread of happiness & prosperity
- Better quality of life for all
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