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4 “Restaurant”
 TQM
Total Quality Management
 TQM
Definition

Total Quality Management (TQM) can be

defined from a fragment of those three words
are: Total (overall), Quality (quality, degree /
level of excellence of goods or services), and
Management (action, art, how handle,
control, direction). TQM can be defined as "a
system-oriented management of customer
satisfaction (customer satisfaction) with the
activities pursued true (right first time),
through continuous improvement (continuous
improvement) and motivate employees".

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 The main elements of TQM:
a. Focus on the customer.
b. Obsession with quality.
c. Scientific approach.
d. Long-term commitment.
e. Teamwork.
f. Continuous system improvement.
g. Education and training.
h. Freedom controlled.
i. Unity of purpose.
j. The involvement and empowerment of employees.

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 There are four main principles of
TQM, namely:
• Customer satisfaction.
• Respect for each person.
• Management based on facts.
• Continuous improvement.

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Five pillars, namely system:

1 Product

2 Process

3 Organization

4 Leader

4 Commitment

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 Q U A L I T Y
P L A N N I N G
Q U A L I T Y
C O N T R O L
THANKS