TOTAL QUALITY

MANAGEMENT

SUBMITTED BY
Dr. Retno Anisa Larasati,
M.M
 TQM
• Total - made up of the whole
• Quality - degree of excellence a product or service
provides
• Management - act, art or manner of planning,
controlling, directing,….
Therefore, TQM is the art of managing the whole to
achieve excellence.
excellence

Total Quality Management

 What does TQM mean?

 Total Quality Management means that the

organization's culture is defined by and supports the
constant attainment of customer satisfaction through
an integrated system of tools, techniques, and
training.
 This involves the continuous improvement of
organizational processes, resulting in high quality
products and services.

Total Quality Management

 The TQM System

Continuous
Objective
Improvement

Principles Customer Process Total

Focus Improvement Involvement

Leadership
Education and Training Supportive structure
Elements
Communications Reward and recognition
Measurement

Total Quality Management

 Basic Tenets of TQM
 The customer makes the ultimate determination of
quality.
 Top management must provide leadership and support
for all quality initiatives.
 Preventing variability is the key to producing high
quality.
 Quality goals are a moving target, thereby requiring a
commitment toward continuous improvement.
 Improving quality requires the establishment of
effective metrics. We must speak with data and facts
not just opinions.

Total Quality Management

 The Three Aspects of TQM
Tools, techniques, and training in their use
Counting for analyzing, understanding, and solving
quality problems.

Customers Quality for the customer as a

driving force and central concern.

Shared values and beliefs, expressed by

Culture leaders, that define and support quality.

Total Quality Management

 ELEMENTS OF TQM

 Customer Focus:
It is important to focus on the customer, both internal
and external i.e., the employees and the users of the end product - the students. In
TQM parlance, the customer is the next process and not just a person who pays for
the product or service.
 Employee Involvement:
People at all levels make up an organization and their full involvement enables
their abilities to be used for an institution's benefit.

 Continuous Improvement:
There is a beginning to the process of TQM, but there is no end. Checking,
rechecking, valuation, re-evaluation, engineering and re-engineering are essential
to ensure continuous improvement.
 ELEMENTS OF TQM
 Universal Responsibility:
A TQM leader has to learn that inspection is not a means to achieve quality. One
eliminates the need for inspection by building quality into the product in the first place.
TQM helps us to recognize the fact that it is we ourselves who are responsible for
quality work.

 A Sustained Management Commitment to Quality:

An organization's performance and culture will ultimately reflect its senior
management's values. If an organization is serious about implementing TQM, the
commitment to do so has to start at the top, and the organization's senior management
has to be unwavering in its commitment to quality.
 Addressing Deficiencies:
TQM is a management philosophy that seeks to prevent poor quality in products and
services, rather than simply to detect and sort out defects. "An ounce of prevention is
worth a pound of cure”.
 OBJECTIVES OF TQM
• To develop a conceptual understanding of the basic
principles and methods associated with TQM.

• To an understanding of how these methods and

principles have been put into effect in a variety of
organisations.

• To develop an understanding of the relationship

between TQM develop principles and theories and
models studied in traditional management.

• To do the right things, right the time every time.

 PRINCIPLES OF TQM
TQM can be defined as the management of initiatives and procedures that are
aimed at achieving the delivery of quality products and services. A number of key
principles can be identified in defining TQM, including:

• Executive Management – Top management should act as the main driver for
TQM and create an environment that ensures its success.

• Training – Employees should receive regular training on the methods and

concepts of quality.

• Customer Focus – Improvements in quality should improve customer satisfaction.

• Decision Making – Quality decisions should be made based on measurements.

• Methodology and Tools – Use of appropriate methodology and tools ensures that
non-conformances are identified, measured and responded to consistently.
 The PDSA Cycle
Shewhart cycle Plan Document process
Collect and analyze data
Deming wheel
Develop a plan
Act
Standardize
successful
method, revise
unsuccessful
plan
Do
Implement plan
Using data to Collect data for
check: results evaluation
match the goal? Study
ADVANTAGES AND DISADVANTAGES
OF TQM
    Disadvantages using TQM   
1) Initial introduction costs- training
workers and disrupting current
production whilst being implemented.
2) Benefits may not be seen for several
years.
3) Workers may be resistant to change may
feel less secure in job .
4) Inhibits the developers creativity because
they have to work out the inefficiencies.
   Advantages using TQM
1) Improves reputation- problems
are spotted and sorted quicker so
there are zero defects.
2) Higher employee morale- workers
motivated by extra responsibility,
team work and involvement in
decisions of TQM, requires effort on
everyone's part.
3) Lower costs - Decrease waste as
fewer defective products and no need
for separate
4) Quality Control inspectors
ADVANTAGES AND DISADVANTAGES
OF TQM
Advantages of
TQM Manufacturing
1) It requires the effort of everyone so when
policies are put into place, everyone needs
to make an effort
2) By creating products from the stand point
of a consumer, this can only help those
developing the product to see what works
and what does not
3) They can then begin fixing and making
the corrections as needed.
4) Things usually get done right the first
time.
5) The focus of total quality management is
to save the company money in the long
run by eliminated possible errors   there are up front costs associated with it
 Disadvantages of TQM
Manufacturing
1. Everyone works together to make things
work better.
2. There is limited creativity in total quality
management for developers as they are
limited to making and fixing according to
what consumers think .
3. There is a lot of pressure placed on
employees to get things right the first time
and not much room for trial and error.
4. Perhaps one of the biggest problems with
TQM and perhaps why so many
companies do not want to use the system
is because it is not very cost effective in
the short run .
5. The idea, and actual implementation may
prevent a large recall, but in the mean time
 REFERENCES

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<http://www.accountingformanagement.com/total_quality_management.ht
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<http://bizcovering.com/business/total-quality-management-4>.
[14.11.2010].
• Burtynsky, Edward 2007, Manufacturing #15. Available from:
<http://www.artists4kids.com/artist.php?artist_id=BURTYNSKY>.
[14.11.2010].
• Business Knowledge Source, n.d.. Available from:
<http://businessknowledgesource.com/manufacturing/tqm_manufacturing_
techniques_pros_and_cons_025575.html/>. [20.10.2010].
• Ross, J.E. 1999. Total Quality Management - Text, Cases and Reading.
3rd edition, Florida, USA: CRC Press LLC St. Lucie.
 Total Quality Management - P PRASSANNA.