Operation

Management

Topic : Total Quality Management-TQM

 Total Quality Management

 Quality means ‘conformance to specifications’

 Total customer satisfaction / continuous customer
satisfaction with regard to a product or services
Total Quality Management

“Quality is a
decisive factor in
any purchasing
decision”

This is a challenge and

opportunity for business to
satisfy their consumers
and thus stay competitive
 Total Quality Management

Quality is a management tool in working towards

achieving the corporate goal of customer
satisfaction
 Total Quality Management
EARLY QUALITY MANAGEMENT PRACTICES

 Quality Circles
 Statistical Quality Control
 Quality Control
 Quality Assurance
Total Quality Management

TOTAL QUALITY MANAGEMENT

TQM PROGRAMME
 Total Quality Management
Strong commitment of all
department/disciplines/peoples in
an organization
Market Research
Design and Development
Manufacture
Delivery of Product and Services
 Total Quality Management

Continuous quality improvements in each and

every area of operation of an organization is key
to the success of any TQM
.
 Total Quality Management

Total Quality Management

 a management approach of an organization ,
centered on quality ,based on the participation
of all its members and aiming at long term
success through customer satisfaction and
benefits all members of the organization and
society.
 Total Quality Management

Organization that has been working with TQM

has little difficulty in getting certified by an
external agency
(ISO certification, Supplier quality audit etc.)
 Quality Management
Conclusion:
Organization adopting the philosophy of Total
Quality Management (TQM) will produce
goods / services of consistent quality at lower
costs. Also it expects to get a better domestics
markets as well as exports.
 Total Quality Management-TQM

Principles & Strategies

Principles and Strategies for the implementation of TQM

A. Customer Satisfaction

B. Employee Involvement

C. Process Approach

D. Continuous Process Improvement

E. Supplier Partnership

F. Performance Measures
 Total Quality Management-TQM

Principles & Strategies

Customer Satisfaction
 Plan for satisfying customers
 Implement the identified measures
 Check whether they are really satisfied
 If not take corrective action
 If so take preventive action
 Revisit the plan
 Total Quality Management-TQM

Principles & Strategies

Employee Involvement
 Motivation

 Recognition and Rewards

 Empowerment

 Feedback and Performance appraisal

 Training and Mentoring

 Teamwork
 Total Quality Management-TQM

Principles & Strategies

Process Approach

INPUT OUTPUT
Acceptance of materials
Validation of specification PROCESS Outcome of the product / services
Documents to be delivered
Requirement for inspection
Criteria for acceptance /rejection
Receiving of materials
 Total Quality Management-TQM

Continuous Process Improvement

Concepts , Techniques and Tools for Continuous

Improvement
 Managerial process (Quality planning , control &
improvement)

 Kaizen

 5S Practice

 Elimination of Deadly Wastes

Total Quality Management-TQM

5s Practice
 Total Quality Management-TQM

Principles & Strategies

Supplier Partnership
 Supplier selection

 Involvement of suppliers in product development

 Product Audit

 Vendor Rating
 Total Quality Management-TQM

Principles & Strategies

Performance Measures
 Achieving business objectives
 Improving response to customer’s need
 Improving quality and reliability of the products
 Customer satisfaction
 Reduction of costs of products
 Improving competitive position
 THE END

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