Basic Concepts of TQM
Total Quality
Today’s Organization
• Participative Management
• Motivated Employees
• Functional Conflict Utilization
• Two Way Communication
• Multidirectional KPI’s
• Internal & External Customer Satisfaction
• Continual Improvement
• Learning Organization
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Management
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Changes in working style
• From secrecy to communication
• From control to empowerment
• From fire fighting to prevention
• From cost to quality
• From stability to change
• From position consciousness to cooperation
• From blaming to problem solving
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Basic Concepts of TQM

3 Important Relations Key Performance Indicators

(KPI)
• Finance • HR development
• Management – Worker • Management Style • Leadership • Strategic planning
• Quality culture • Use of information
• Workers –Management • Motivation
& Work • Customers • Service to society
• Teamwork • Cycle time reduction
• Workers - Workers • Conflict

If you do not know what harbor to

make, no wind is the right wind.

Buying a Quality
Product?

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Basic Concepts of TQM

Buying a Shoe.

C
Italian / UK H
I
N
E
S
E

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Basic Concepts of TQM

Who Is Better?
McDonald What Is
or
KFC
Quality ?

QUALITY: What It Is QUALITY: What It Is

• Quality is a predictable degree of uniformity and • Quality is the (minimum) loss imparted by the product to
dependability, at low cost and suited to the market society from the time the product is shipped
Deming Taguchi

• Quality is in its essence a way of managing the organization

• Quality is fitness for use Feigenbaum
Juran
• Quality is correcting and preventing loss, not living with
• Quality is conformance to requirements loss
Crosby Hoshin

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Basic Concepts of TQM

QUALITY: What It Is Quality is not the baby of laboratory

• Quality is the totality of features and characteristics

of a product, service or process, which bear on its
ability to satisfy a given need; from the customer’s Total Quality
view point

British Standard Definition

PURCHASE STORE ENGINEERING PRODUCTION DISPATCH MARKETING

Even sky is not the limit

Quality starts with measurement

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Basic Concepts of TQM

Process owners To improve we need

• Both Managers &
• Front line workers best Workers.
know their process. • Participative and
motivated employees.
• New organizational
• The wearer knows culture.
where the shoe pinches.
i.e.
Combined Power

Quality Levels Edwards W Deming

Father of TQM

0 Qlty QC QA TQM World

Class

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Basic Concepts of TQM

Little “Q” and Big “Q”

Then came
“q” “Q”
• Juran
• Crosby
• Ishikawa
• Shingo
• Senge

“q” = Quality of Products
“Q” = Quality in Process
W. Edwards Deming
Predictable degree of
uniformity and
dependability, at low cost
and suited to the market.

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Basic Concepts of TQM

J. M. Juran Philip Crosby

Fitness for use. (design, Conformance to

conformance, requirements and
availability, safety, and
field use)
not “goodness”.

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