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Okay, today we're supposed to discuss total quality management.

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Of course, you know for a very fact

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that all the things that we're going to discuss here has something to do

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with performance management tools and yes, rightly.

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So the total quality management is also performance management pool.

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There were several definitions, I came across with several definitions.

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But I think the most comprehensive

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definition of what PQM or Total quality Management is, is this one.

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It is said to be a continual process

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of detecting and reducing or eliminating errors in manufacturing,

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streamlining supply chain management, improving the customer experience

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and ensuring that employees are to speed with training.
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So let us try to dissect this definition one by one.

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So first I should place an emphasis

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on the fact that total quality management is a continuous process.

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It's a continual process,

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meaning to say it does not stop after the steps laid down in the conduct.

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This total quality management are performed.

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It is a continuous process.

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And I think you have already observed that so many of the performance management

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tools that we have discussed are actually continuous in process DBA.

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Then it seeks to reduce or eliminate errors in manufacturing.

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It also wishes to streamline the supply chain management which if you can remember

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the definition of what the supply chain management is, I want you to

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not forget this definition because just assured this will come out in your final

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examination because like I said, I will be giving out an objective type exam.

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So supply chain is the conversion of raw

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materials to finished product and the delivery of the scenes at the end user.

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There was even a discussion pointing out

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that it does not stop there because appeal pump feedback to customers.

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The receipt of feedback from the customer

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is still part of the supply chain management.

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So this total quality management wishes

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to streamline, or of course the word itself streamline would

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convert to actually perfect the management of the supply chain.
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That is what is meant by streamlining the supply chain management.

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So it's one of the goals of this total quality management then of course it

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ultimately seeks to improve the customer experience.

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And one of the means as initiated in a definition that I just gave

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you is by ensuring that employees are to speed up with training.

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As we progress with a discussion, you will

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learn that the employee is also one of the customer groups that the company

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should put emphasis on or put a consideration on apart from the external

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customer groups that we commonly know as factors in the success of the company.

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So total quality management, that's basically the definition that I gave you.

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And then there's additional definition

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that total quality management aims to hold all parties involved in the production
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process accountable for the overall quality of the final product or service.

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So this is giving us the impression that all of the persons who compose the company

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are held contributory to the success of the company.

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So they're held accountable.

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They are held responsible for the success of the company.

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So this follows then that when you talk about total quality management as opposed

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to all other performance management tools that we have talked about because if

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performance management degree task class even though I emphasize

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the fact performance management tool simultaneously with the other.

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Performance management tool but if you can observe from the discussions that we have

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from the definition that I gave you motorshow Isolated Class Viba for example

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financial Statement ratio financial statement analysis

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there are only certain people

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in a performance incontinence or disobey

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the financial statement metrics financial metrics so as to give rise to this

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financial statement analysis the same thing is true for balanced Score cardiba

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even if there were four perspectives not a license of person who are deemed

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and sellable for that particular perspective but here

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in Total Quality Management class everybody who composes the company and not

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only just those who belong to the company itself even the upstream.

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Even the downstream they are considered as responsible for the ultimate success

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of the company so when I say upstream you have already resolved that

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this constitutes the suppliers the wholesalers diva if you can still
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remember and then the downstream these are the delivery men.

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These are the end users so all of them

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for Total Quality Management all of them are said to be contributory

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to the ultimate success of the company so this is where we draw the delineation

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between Total Quality Management and the rest of the performance management

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tools that we have discussed just a little background on how

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this PQM or Total Quality Management came into existence so as to history

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there were two persons renowned individuals who brought about

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the introduction of the CQM to the business community we have

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Walter Schwartz I don't know how to pronounce this but it's spelled as

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S-H-E-W-H-A-R-T-I don't know how to pronounce this but he was one of those

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notable persons who introduced TQM
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he did this when he completed his

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industrial work titled economic Control of Quality of manufactured Product

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in another person who also was deemed

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contributor to the introduction of the so called TQM

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is Edwards Deming he had notable contribution in

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the area of business when he became involved with a union

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of Japanese scientists and engineers during the Second World War in Japan

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so there's two persons I don't think I'm going to include this

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one in examination but at least you have an idea on Kinsey Inning total

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Quality Management but if you really come to think of this class

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this performance Management pools or more particularly this TQM it's already

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in place even before the term TQM has been coined debug

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none total Quality Management is already in place in businesses.

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In negotiations

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I think even during the ancient times but I think the only thing there is that

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it was only after the term TQM was going to realize okay.

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This is what it meant this is how we call what we are doing there okay.