Total Quality management

• Total Quality Management is an extensive and structured

organization management approach that focuses on continuous
quality improvement of products and services by using continuous
feedback.
Particulars Amount

Raw materials 5000

Salesman commission 5000

Productive wages 10000

Carriage inwards 2000

Gas, fuel and power 2000

Principles of TQM
Custome
r Focus

Process Commitmen
Approac t from the
h leadership

Continuous
TQM People
Improvement engagemen
s t

Evidence
Relationship based
managemen
t decision
making
Customer Focus
• Research and understand your customers’ needs and expectations.
• Align your organization’s objectives with customer needs.
• Communicate with customers, measure satisfaction, and use the
results to find ways to improve processes.
• Manage customer relationships.
• Find a balance for satisfying customers and other interested parties
(such as owners, employees, suppliers, and investors).
Employee Commitment
• Clearly communicate and acknowledge the importance of each individual contribution to the
completed product.
• Stress that each team or individual accepts ownership and give them the responsibility and opportunity
to solve problems when they arise.
• Encourage employees to self-evaluate performance against personal goals and objectives, and make
modifications as necessary to improve workflow.
• Acknowledge successes and optimized performance to build confidence in your employees and your
stakeholders.
• Make responsibilities clear, provide adequate training, and make sure your resources are used as
efficiently as possible.
• Encourage people to continually seek opportunities to learn and move into other roles to increase their
knowledge, competence, and experience.
• Create an environment where employees can openly discuss problems and suggest ways to solve them.
Process Approach
• Use Total Quality Management tools such as process flowcharts to
define and delineate clear roles and responsibilities so everybody
knows who does what at certain times.
• Create a visual action plan so everybody can easily see the specific
activities that need to be completed to achieve the desired result.
• Analyze and measure current activities to see where improvements can
be made or where steps in the process are creating bottlenecks.
• Evaluate the impact your processes and activities may have on your
customers, suppliers, and all stakeholders.
Continuous Improvement
• Implement policies to establish product, process, and system
improvements as measurable goals for individuals, teams, and
departments.
• Recognize, acknowledge, and encourage innovation to improve
processes and development.
• Encourage employees to participate in available training sessions to
learn and take on new and additional roles.
TQM Concepts
1. Quality: The totality of features and characteristics of product or service that bears on its
ability to satisfy stated or implied needs of a customer.

2. Quality Policy: The overall quality intentions and directions of an organization as regards

quality formally expressed by top management. The quality policy forms an element of the
corporate policy and is authorized by top management.

3. Quality Management: The aspect of the overall management function that determines

and implements quality policy. Quality management includes strategic planning, allocation
of resources and other systematic activities for quality such as operations and evaluations.

4. Quality Assurance: Quality assurance are all those planned and systematic actions
necessary to provide adequate confidence that a product or service will satisfy
requirements of a customer. Unless the requirements of customer are fully reflected in the
product or service, quality assurance will not be complete. Quality assurance serves as a
management tool to provide confidence in supplier/manufacture in contractual situation.
5. Quality Control: Quality controls are operational techniques and activities that are used to fulfill
requirements for quality. Quality control techniques and activities aim both, at monitoring a process and
at eliminating causes of unsatisfactory performance at relevant stages of the production in order to
achieve economic effectiveness of an organization.

6. Conformity: An affirmative indication or judgment that the supplier/manufacturer of a product or

service has met the requirements of the relevant specifications, contact or regulations and also the state
of meeting requirements, is the real test of quality.

7. "Quality Circle": QC is a process that stimulates everyone to achieve greater satisfaction in the work
environment. It is based on mutual trust and cooperation. It also includes group participation, information
sharing and decision making. Its primary aim is to provide a better quality of working life to workmen at all
levels in an organization. "QC is a small group of employees in the same work. work area or doing a
similar type of work who voluntarily meet regularly for about an hour every week to identify, analyse and
resolve wok-related problems, leading to improvement in their total performance and enrichment of their
work life".

Tolerance: The tolerance as a dimension or measurement is the difference between high and low limits of
size for that dimension of measurement. It is the variation tolerated in the size of that
dimension/measurement to cover reasonable imperfection.