Presented By :

Nirali Rana (18077)

Submitted To:
Dr. Hitesh Parmar
 Quality:
The quality of a product or service refers to the perception of the
degree to which the product or service meets the customer's
expectations.

Q=P/E
where,
Q = quality
P = performance
E = expectations

If Q is greater than 1, then the customer has a good

feeling about the quality of product or service.
 Total Quality Management
• Total Quality Management can be defined as an
organization wide effort to develop the systems,
tools, techniques, skills and mindset required to
establish a quality assurance system that is
responsive to emerging market needs.
• The term “total” in total quality management
connotes “everyone”, “everywhere” and “every
time”.
 Total Quality Management
describes:
• Total customer satisfaction
• Totality of functions
• Total range of products and services
• All Dimensions of quality
• Quality instilled into everything
• Satisfying both internal and external
customers
 Gurus of TQM

• Dr. Walter Shewhart (1891-1967)

USA
Achievement: Control Charts

• Dr. Edward Deming (1900-1993)

USA
Achievement: PDCA cycle
• Joseph M Juran (1904 – 2008)
USA
Achievement: Juran Trilogy

• Philip Crosby (1926 – 2001)

USA
Achievement: Zero Defect philosophy

• Kaoru Ishikawa (1915 – 1987)

Japan
Achievement: Fish bone diagram
 TQM Model
Customer
Focus

Total Planning
participation process

Process Process
Improvement Management
 Benefits of TQM
• Higher profitability.
• Market share improvement.
• To achieve complete lack of defects ex. Zero
defects.
• It makes the company more sensitive to the
customer needs.
• It makes improvement of organization reputation.