Introduction to TQM

Definition:
Total Quality Management

Total Quality Management (TQ, QM or TQM) and Six Sigma

(6) are sweeping “culture change” efforts to position a
company for greater customer satisfaction, profitability and
competitiveness.

TQ may be defined as managing the entire organization so that

it excels on all dimensions of products and services that are
important to the customer.

We often think of features when we think of the quality of a

product or service; TQ is about conformance quality, not
features.
 Total Quality Is…

• Meeting Our Customer’s Requirements

• Doing Things Right the First Time; Freedom from Failure

(Defects)

• Consistency (Reduction in Variation)

• Continuous Improvement

• Quality in Everything We Do
 A Quality Management System Is…

• A belief in the employee’s ability to solve problems

• A belief that people doing the work are best able to

improve it

• A belief that everyone is responsible for quality

 TQM and Dr. Edward Deming

Dr. Deming was recruited by the Supreme Commander for Allied

Powers to help prepare for the 1957 Japanese census. Though an
American, he did not closet himself with American companies that
sprang up in postwar Japan. Associating himself with Japanese
scientists and engineers, numbering at that time fewer than a
dozen, he proceeded to improve the conditions of Japanese
industry. Deming conducted several seminars for several groups of
people. On his instructions, more than twenty thousand engineers
were trained in rudimentary statistical methods within the next
ten years. Among various interventions that he made, there was
one for a camera company which was producing 200 cameras per
month, which increased its production to 400 per month. It had
some additional facilities too, with no increase in workers or
hours, as he said, ‘Simply better control of quality.’
 BENEFITS OF TQM

• Improved quality
• Employee participation
• Team work
• Working relationships
• Customer satisfaction
• Employee satisfaction
• Productivity
• Communication
• Profitability
• Market share
 Benefits of TQM
1. Advantages unique to TQM –

• It makes a company a leader not a follower.

• TQM creates goal directed connection between customers, management, and
workers. Everyone is motivated to contribute. Thus, it fosters team work.
• It makes the company more sensitive to customer needs.
• It makes the company adopt more readily to change.

2. Benefits to customers :

• Fewer problems with product or service

• Better customer care.
• Greater satisfaction
 Benefits of TQM…
3. Benefits for the company :

• Better product quality.

• Staff is more motivated and quality conscious.
• Productivity improvement
• Reduced quality costs
• Enhanced problem solving capacity
• Increased market.
• increased competitive position of the firm, improved profitability
• Good public image by helping it to provide goods and services of higher quality at lower
cost to society

4. Benefit to staff:

• Empowerment
• Enhancement of job interest and security
• More training and improvement in skills
• More recognition
• Reduced employee grievances
 Elements of TQM

• Continual improvement: Kaizen

• Team approach
• Decisions based on facts
• Customer Focus
• Employee involvement/ Empowerment
• Universal Responsibility
• A Sustained Management Commitment to Quality
• Addressing Deficiencies
• Quality Measurement
• Benchmarking
• Value Improvement
• Training
 Steps in implementing TQM

1. Obtain Team Commitment

2. Educate Upper-Level Management
3. Create Steering Committee
4. Outline the Vision Statement, Mission Statement, & Guiding
Principles
5. Prepare a Flow Diagram of activity Processes
6. Focus on the Beneficiary & Surveys
7. Consider the Staff’s as an Internal Beneficiary
8. Provide a Quality Training Program
9. Establish Quality Improvement Teams
10. Implement Process Improvements
11. Use the Tools of TQM
12. Know the Benefits of TQM
 OBSTACLES IN IMPLEMENTING TQM

• Lack of Team Commitment

• Inability to change Organizational culture
• Improper planning
• Lack of continuous training and education
• Incompatible organizational structure and isolated individuals
and departments
• Ineffective measurement techniques and lack of access to data
and results
• Paying inadequate attention to internal and external customers
• Inadequate use of empowerment and teamwork
• Failure to continually improve