Group 4

GROUP MEMBERS
1) Stanslous Maina 240110145
2) Shepherd Ziri 231210088
3) Ryan Nyamai 240110174
3) Bramuel Mwaura 240110154
 Define TQM.
It's a management approach that focuses on continuous improvement of processes, products, and
services to ensure customer satisfaction. TQM involves the participation of all members of an
organization in improving processes, eliminating defects, and enhancing quality throughout the
entire organization. It emphasizes the importance of quality in all aspects of operations, from
design and production to customer service and feedback.
 Importance of TQM
•Customer Satisfaction: TQM places a strong emphasis on meeting or exceeding
customer expectations. By consistently delivering high-quality products and services,
organizations can build customer loyalty, leading to repeat business and positive word-of-
mouth referrals.
•Continuous Improvement: TQM fosters a culture of continuous improvement, where
employees at all levels are encouraged to identify opportunities for enhancing processes
and eliminating waste. This results in increased efficiency, reduced costs, and improved
quality over time.
•Employee Involvement and Empowerment: TQM values the contributions of
employees and encourages their active participation in problem-solving and decision-
making processes. By empowering employees and providing them with the necessary
training and resources, organizations can tap into their creativity and expertise to drive
improvements.
•Fostering Innovation: TQM encourages innovation by promoting experimentation and
risk-taking in pursuit of quality improvement. By fostering a supportive environment for
innovation, organizations can stay ahead of competitors and adapt to changing market
demands more effectively.
CONT
•Reduced Costs and Waste: Through the systematic identification and elimination of defects and
inefficiencies, TQM helps organizations reduce costs associated with rework, scrap, and warranty
claims. By optimizing processes and streamlining operations, organizations can achieve greater
efficiency and profitability.
•Enhanced Reputation and Brand Image: By consistently delivering high-quality products and
services, organizations can enhance their reputation and build a strong brand image in the
marketplace. This can lead to increased customer trust and loyalty, as well as improved
competitiveness in the long run.
•Strategic Alignment: TQM ensures that quality goals and objectives are aligned with the overall
strategic objectives of the organization. By integrating quality management principles into strategic
planning processes, organizations can better focus their efforts on areas that will have the greatest
impact on long-term success.
 Principles of TQM
•Customer Focus: TQM emphasizes the importance of understanding and meeting customer
needs and expectations. By prioritizing customer satisfaction, organizations can deliver products
and services that consistently exceed customer requirements.
•Continuous Improvement: TQM promotes the concept of continuous improvement, also known
as Kaizen. Organizations strive to constantly enhance processes, products, and services to
achieve higher levels of quality and efficiency.
•Employee Involvement and Empowerment: TQM recognizes that employees are valuable
assets and encourages their active participation in quality improvement initiatives. Empowering
employees to identify problems, suggest solutions, and make decisions fosters a culture of
ownership and accountability.
•Process-Centered Approach: TQM emphasizes the importance of understanding and
optimizing processes to achieve desired outcomes. By focusing on process improvement,
organizations can identify and eliminate inefficiencies, reduce defects, and enhance overall
quality.
CONT
•Fact-Based Decision Making: TQM advocates for making decisions based on data and
facts rather than intuition or opinion. By using statistical tools and techniques to analyze
performance data, organizations can make informed decisions that drive continuous
improvement.
•Supplier Partnerships: TQM recognizes the importance of building strong relationships
with suppliers. By collaborating closely with suppliers and holding them to high-quality
standards, organizations can ensure the consistency and reliability of inputs into their
processes.
•Leadership Commitment: TQM requires strong leadership commitment and support at all
levels of the organization. Leaders must demonstrate a dedication to quality excellence and
actively promote a culture of continuous improvement.
 Advantages of TQM
•Improved Product Quality: TQM helps organizations produce higher-quality products and
services by focusing on process improvement and defect prevention.
•Increased Customer Satisfaction: By consistently meeting or exceeding customer expectations,
organizations can build customer loyalty and enhance their reputation in the marketplace.
•Cost Reduction: TQM helps organizations reduce costs associated with defects, rework, and
warranty claims by optimizing processes and eliminating waste.
•Enhanced Employee Morale: TQM fosters a culture of teamwork, empowerment, and continuous
learning, which can lead to higher levels of employee satisfaction and morale.
•Competitive Advantage: Organizations that embrace TQM are better positioned to compete
effectively in the marketplace by delivering superior products and services that meet or exceed
customer requirements.
•Better Decision Making: TQM promotes fact-based decision-making processes, enabling
organizations to make informed choices that drive performance improvement and business
success.
•Long-Term Sustainability: TQM helps organizations build a solid foundation for long-term
success by focusing on continuous improvement, customer satisfaction, and employee
engagement.
 Disadvantages of TQM
•Time and Resource Intensive: Implementing TQM requires significant time, resources, and commitment
from all levels of the organization. This can strain budgets and may divert attention from other critical
initiatives.
•Resistance to Change: TQM often requires changes to organizational culture, processes, and systems.
Resistance to change from employees, particularly those accustomed to existing ways of working, can hinder
TQM implementation efforts.
•Overemphasis on Metrics: While metrics are important for measuring performance and driving
improvement, an overemphasis on metrics in TQM initiatives can lead to "metric fixation," where employees
focus solely on meeting targets rather than understanding underlying causes and driving meaningful
improvement.
•Complexity: TQM methodologies and tools can be complex, especially for organizations with limited
experience or resources. Without proper training and support, employees may struggle to effectively
implement TQM practices.
•Potential for Burnout: Intense focus on quality improvement initiatives can sometimes lead to burnout
among employees, especially if they perceive unrealistic expectations or pressure to constantly achieve
higher standards.
 Steps that can help an organization create a culture of quality
1.Leadership Commitment: Top leadership should demonstrate a strong commitment to quality by
championing TQM initiatives, allocating resources, and actively participating in improvement efforts.
2.Clear Communication: Ensure that employees understand the importance of quality and how their
contributions impact overall organizational success. Transparent communication about TQM goals, progress,
and expectations helps foster buy-in and alignment.
3.Employee Involvement: Encourage active participation from employees at all levels in quality improvement
initiatives. Provide opportunities for training, feedback, and recognition to empower employees to contribute to
TQM efforts.
4.Continuous Learning and Development: Invest in training and development programs to equip employees
with the skills and knowledge needed to drive quality improvement. Foster a culture of continuous learning and
improvement to stay ahead of evolving challenges and opportunities.
5.Process Optimization: Implement systematic approaches to identify and eliminate waste, inefficiencies, and
bottlenecks in processes. Regularly review and refine processes to ensure they are aligned with TQM
principles and objectives.
6.Measurement and Feedback: Establish key performance indicators (KPIs) and metrics to track progress
toward quality goals. Provide regular feedback to employees on performance and celebrate successes to
reinforce a culture of quality excellence.
7.Customer Focus: Keep the needs and expectations of customers at the forefront of decision-making
processes. Solicit feedback from customers and use it to drive continuous improvement initiatives aimed at
enhancing customer satisfaction and loyalty.
 Edward Deming's 14 points of total quality management

1) Create consistency of purpose for improving products.

2) Adopt the new philosophy.
3) Break down barriers between staff areas.
4) Adopt and institute leadership.
5) Eliminate slogans, exhortations and target for the work force.
6) Put everybody in the company to work hence accomplishing the transformation.
7) institute a vigorous program of education and self improvement.
8) Remove the barriers that rob people of the pride of workmanship, and eliminate the
annual rating or the merit system.
9) Eliminate numerical quotas for the workforce and the numerical goal for management.
10) Drive out fear.
11) Institute training on the job.
12) End the practices of awarding business on pride alone, instead minimize total cost by
working with one supplier.
13) Cease the dependance on inspection to achieve quality.
14) Improve consistently and forever every process for planning, production and service.

REF (https.//asq.org)