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QUẢN TRỊ CHẤT LƯỢNG

TOTAL QUALITY MANAGEMENT
mynt@uef.edu.vn
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Chapter 2: TOTAL QUALITY MANAGEMENT

2.1 Definitions of TQM

2.2 Principles, key elements of TQM
2.3 TQM implementation, benefits of TQM
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DEFINITIONS OF TQM

What is TQM?
A comprehensive, organization-wide effort to
improve the quality of products and services,
applicable to all organizations.
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DEFINITIONS OF TQM
Figure 2.1
Total quality management model- major features

These approaches brought together a number of components of

the quality approach, including quality circles (teams),
problem solving and statistical process control (tools)
and quality systems, such as ISO 9000 (systems).
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DEFINITIONS OF TQM
It was recognized that culture played an enormous role in
whether organizations were successful or not with their TQM
approaches.
Good communications, of course, were seen to be vital to
success but the most important of all was commitment, not
only from the senior management but from everyone in the
organization, particularly those operating directly at the
customer interface.
The customer/supplier or ‘quality chains’ were the core of
this TQM model.
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https://www.youtube.com/watch?v=ACrhsUhQfRw
communication skills training with online practice
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DEFINITIONS OF TQM

A core definition of total quality management (TQM)

describes a management approach to long-term
success through customer satisfaction. In a TQM
effort, all members of an organization participate
in improving processes, products, services, and
the culture in which they work.
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PRINCIPLES, KEY ELEMENTS OF TQM

Figure 2.2
Baldrige criteria for performance excellence framework-
a framework of seven categories which are used to assess
organizations
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PRINCIPLES, KEY ELEMENTS OF TQM

▪ Strategy development ▪ Customer and market knowledge

▪ Strategy deployment ▪ Customer relationships and
satisfaction

• Organizational ▪ Measurement, analysis and

leadership knowledge management
• public responsibility ▪ Measurement and analysis of
and citizenship organizational performance
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PRINCIPLES, KEY ELEMENTS OF TQM

• customer focused results

• financial and market results
• human resource results
• product and service processes • organizational effectiveness
• business processes results.
• support processes

• work systems
• employee education training and development
• employee well-being and satisfaction
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PRINCIPLES, KEY ELEMENTS OF TQM

Moreover, improvement in performance can be achieved only

by improving the processes by involving the people.
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PRINCIPLES, KEY ELEMENTS OF TQM
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Figure 2.1
Total quality management model-
major features

Figure 2.5
The new framework for
total quality management
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PRINCIPLES, KEY ELEMENTS OF TQM
• Performance – establishing a performance measure framework – a ‘balanced
scorecard’ for the organization; carrying out self-assessment, audits, reviews and
benchmarking.
• Processes – understanding, management, design and redesign; quality
management systems; continuous improvement.
• People – managing the human resources; culture change; teamwork;
communications; innovation and learning.

Figure 2.5
The new framework for
total quality management
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PRINCIPLES, KEY ELEMENTS OF TQM

TQM can be summarized as a management system for a

customer-focused organization that involves all employees in
continual improvement. It uses strategy, data, and effective
communications to integrate the quality discipline into the culture
and activities of the organization. Many of these concepts are
present in modern quality management systems, the successor
to TQM. Here are the 8 principles of total quality
management:
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PRINCIPLES, KEY ELEMENTS OF TQM
❖Leadership: Top management vision, planning and support
❖Employee involvement: All employees assume responsibility for
inspecting the quality of their work.
❖Product/Process Excellence:
▪ Involves product design quality and monitoring the process for
continuous improvement.
• Poka-yokes (Mistake proofing) are devices that prevent defects
from being produced.
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PRINCIPLES, KEY ELEMENTS OF TQM
❖Continuous Improvement: A concept that recognizes that quality
improvement is a journey with no end and that there is a need for
continually looking for new approaches for improving quality.
❖ Customer Focus: customer and market knowledge, customer
relationships and satisfaction
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PRINCIPLES, KEY ELEMENTS OF TQM

❖ Design quality: Specific characteristics of a product that

determine its value in the marketplace.

❖ Conformance quality: The degree to which a product meets

its design specifications.
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IMPLEMENTING TQM
❖Successful Implementation of TQM
▪Requires total integration of TQM into day-to-day
operations.
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IMPLEMENTING TQM

Causes of TQM Implementation Failures

▪ Lack of focus on strategic planning and core
competencies.
▪ Obsolete, outdated organizational cultures.
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Implementation of TQM
The key elements of TQM can be divided into four
groups according to their function:

Foundation: Integrity, Ethics, Trust

Building Bricks: Leadership, Teamwork , Training

Roof: Recognition (Motivation)

Binding Mortar: Communication

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Benefits of Total Quality Management:

•Strengthened competitive position.
•Adaptability to changing or emerging market conditions and to
environmental and other government regulations.
•Higher productivity.
•Enhanced market image.
•Elimination of defects and waste.
•Reduced costs and better cost management.
•Higher profitability.
•Improved customer focus and satisfaction
•Increased customer loyalty and retention
•Increased job security
•Improved employee morale
•Enhanced shareholder and stakeholder value
•Improved and innovative processes
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EXERCISE 1
https://www.youtube.com/watch?v=VD6tXadibk0

List key words and summary content of

video in 15 minutes
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CHAPTER HIGHLIGHTS

▪ Definitions of TQM
▪ Principles, key elements of TQM
▪ TQM implementation, benefits of TQM

Planning, People, and processes are the keys to delivering quality

products and services to customers and generally improving overall
performance. These four Ps form a structure of hand management
necessities for a new simple TQM model which forms the structure of
this book.
The three C's of Culture, Communication and Commitment provide the
glue or soft outcomes of the model which will take organizations
successfully into the twenty-first century.
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